Mark Thomas Email & Phone Number

United Kingdom

Whiteley, England, United Kingdom

Whiteley, Fareham

Warrington, United Kingdom

As a Transition Manager for IMSL, I have been diligently managing the Acceptance into Service process. I play a pivotal role in ensuring that all projects and the onboarding of new customers meet our stringent delivery requirements. This is essential to facilitate a seamless and efficient transition into live service. My proactive approach and meticulous attention to detail ensure that our customers experience a smooth, hassle-free transition, thereby enhancing customer satisfaction and promoting long-term client relationships.

I am an accomplished IT Service Management Leader adept at managing cross-functional teams of 25+ staff members, ranging from 1st line analysts to 3rd line engineers, both in-house and dispersed across various client sites throughout the UK. I excel at providing comprehensive support to both internal and external clients.My proficiency in the ITIL framework enables me to ensure stringent adherence to service level agreements (SLAs). I have a proven track record of transitioning work from proximity teams based on customer sites/3rd lines to local call centres, resulting in enhanced 'First Time Fix' rates, reduced support costs, and improved customer satisfaction.As a key player in supporting new business development, I have actively contributed to the establishment of a new service desk. I also provide robust technical support to Sopra Steria's shared service centre, including the design and upkeep of their Business Continuity plans.In addition to providing infrastructure support to local on-site structures, I manage the telephony support of the call centre solution. I am dedicated to identifying and implementing service improvements and assessing additional business requirements, including cost analysis.As a leader, I set clear performance objectives and conduct comprehensive team appraisals to drive individual and team success. I am a regular attendee at monthly review meetings with internal and external customers, demonstrating my commitment to continuous improvement and stakeholder engagement.I am experienced in delivering and attending training sessions, workshops, and presentations as required. I am proficient in risk identification and mitigation and ensure regular updates to the relevant registers. My broad expertise and unwavering commitment to service excellence are the key drivers of my professional growth in the IT Service Management space.

Warrington, United Kingdom