Mark Summers Email & Phone Number

Cottenham, Gb

United Kingdom

Cottenham, England, United Kingdom

Cambridge, United Kingdom

MJog LimitedOperations Manager Management of Software Support and Deployment Teams, maintenance of the organisation’s ISO27001 accreditation with responsibility for Facilities, IT Infrastructure Management and Quality Assurance.- Introduced new support incident handling processes that are more aligned towards ITIL standards resulting in increased customer satisfaction.- Ensured that MJog’s customers have quick and easy access to a broad range of current, content rich, online support collateral to address most day-to-day support enquiries, thus reducing the burden on MJog’s Support Teams and further enhancing customer satisfaction.- Liaised with MJog’s Development Teams to provide AWS cloud hosted offerings for users of MJog’s software products.- Provided an escalation point to address any customer concerns that may arise from time to time as well general product enquiries.- Ensured that all teams within the organisation were properly equipped for remote working practices during periods of national lock-down.- Worked closely with the local Environmental Safety Officer to ensure that during periods where staff were able to return to office-based working, that our office premises were COVID secure.- Facilitated effective communications across all teams within MJog, improving morale and team cohesion.

United Kingdom

Responsible for the deployment, development and leadership of the UK and Ireland SEM Team in line with Teradata’s Go to Market strategyKey Responsibilities• Manage, lead and ensure the continued development of the UK and Ireland SEM Team• Ensure that the SEM team has the tools, resources and capability to: -- Effectively drive operational excellence- Manage customer service relationships- Manage and track customer satisfaction- Manage incidents and events- Manage service delivery- Build and maintain the role of trusted advisors to our customers - Drive customer and Teradata growth• Identify training and learning opportunities to ensure the continued effectiveness of the SEM team.• Understand all aspects of the SEM role and to mentor the team in any and all areas pertaining to their roles as SEMs.• Provide regular feedback to the Northern GEO Area Director as to the progress of the SEM Team development.• Drive the Northern GEO SEM forum, enabling SEM teams across the GEO to share knowledge and experiences.Key Achievements• Selected and established the UK and Ireland SEM team, responsible for CS and Managed Service Delivery for the UK and Ireland’s largest customers.• Worked closely with Service Account Managers, Account Executives and Professional Services to ensure that the newly established SEM team has high visibility across all business silos in the UK and that all account teams are aware of SEM assignments and responsibilities.• Ensured that all SEMs in the UK are fully engaged with Managed Service teams and have initiated transfer of responsibilities from Professional Services Engagement Managers

East Anglia, United Kingdon

Operations Manager - UK EastReporting to the Area Director, directly responsible for end-to-end operational Customer service deliverables to Teradata’s customers in East Anglia and across the United Kingdom, ensuring smooth operations and managing the customer experience across Customer Services, Managed Services and Intellicloud Engineering Operations.With four direct reports, this role involves managing service delivery, deployment of resource, and is the primary escalation point for all issues relating to our customer’s deployed Teradata solutions. It is also pivotal in ensuring that strong customer relationships are built and maintained, providing continuous updates surrounding of all aspects of service delivery activities as well assisting customers on day to day operational support matters as well as any customer escalations that arise from time to time.Part of the customer relationship aspect of this role requires that I produce regular Service Activity and Review reports and conduct regular face to face Service Review meetings for Teradata’s customers and their stakeholders. This demands that I not only must be able to meet and interface with customer teams on an operational level, but also at the Executive level within customer organisations.A large and very important part of my day to day remit involves working closely with Service Account Management (SAM) Teams to scope the effort and resources needed for any transactional services that Teradata are requested to provide, such as installation, upgrade and other customer change activities. This serves to provide some of the information needed to help the SAM Team generate any necessary Statements of Work and associated pricing that is required for such services. Other aspects of my role encompass external expenditure forecasting, expense and overtime forecasting, as well as conducting regular performance assessments of my direct reports.

Uk Wide

The role of Support Services Manager is to provide a crucial link between the customer and Teradata Customer Service teams, effectively being the face of Teradata Customer Services.Managing day to day service delivery, deployment of resource, as well as being the primary escalation point for all issues relating to our customer’s mission critical data warehousing solutions, this role is of paramount importance in ensuring that customers remain informed at all times of all aspects of service delivery activities. As well as being engaged with customers on a day to day operational level, I am also directly engaged with our customers on a more strategic level. Working in close conjunction with Teradata’s field based service teams, I am tasked with providing advice to customers relating to software and hardware platform upgrades, system downtime planning, capacity planning and other activities that affect customer system availability and performance.

Dunstable, Bedfordshire

Provided training and technical project support to Lantec's field based engineering and installations teams, inlcuding the initial scoping and piloting of all project activities relating to the retail and bank automation L.O.B.

Marylebone Road, London Nw1 6Ly

Providing remote technical support to NCRs field based engineers. Specialised in retail system support for two of the UK's largest supermarket retailers as well as USAF Base Exchange and DeCA (Defense Commissary Agency) retail systems.

Cambridge, United Kingdom

Swansea, United Kingdom

Uxbridge, United Kingdon

Swindon, United Kingdom

Feltham, United Kingdom

Swindon, United Kingdom

A Level Electronics

A Level Mathematics

A Level Geography

A Level, Physics

Education record

Bachelor Of Arts - Ba, English Language And Literature/Letters, 2