Mark Treen Email & Phone Number

United Kingdom

Birmingham, United Kingdom

* Working within Global Technology Production Enterprise Services, reporting to the Regional Head of Enterprise Services Post Trade * Main point of contact with regional Global Business Services per business line* Expediting resolution time and working collaboratively across IT * Participant in the Change Management process * Authorising changes to the environment * Acting as single point of escalation for senior stakeholders * Service reporting to senior stakeholders * Service evaluation and implementation of service improvements * Providing management oversight of the offshore teams and the Incident Management team – including regular interlock sessions. * Technical application support - investigating technical issues, monitoring and maintaining application health and handling queries from users * Managing, communicating and restoring service to the business during major incidents * Proactive problem management ensuring follow-up actions are completed post incident resolution * Coordination with application developers (Application Services) around change and knowledge transfer * Proactive project work, encapsulating transformation and stability within the production environment

• Responsible for service management and managing service quality of major UK key partners within a variety of tiered solutions and price points• Management of partner SLAs according to contractual deliverables between themselves and 3rd parties• PnL responsibility for operational and service management including resource provision and allocation, project hour to cost reconciliation and budget setting and adherence.• Service management governance, SLA & KPI Reporting design, development and Implementation• Driving and Implementing service improvement and Identifying account opportunities• Responding to escalation and management of subsequent corrective actions and SIPs• Coordination and ownership of partner service review meetings and troubled account reviews• Implementation of incident management processes and governance• Management of a team of service managers delivering BAU service and driving efficiency, innovation and continuous improvement• Pre Transition, Transition and Transformation Management including SOW / Service Schedule Creation, Commercial and Cost Allocation Modelling negotiation and agreement to sign off

Buenos Aires - Argentina

• Responsible for Service Quality across 7 IBM European Delivery Centres • Management of End Customer SLAs and KPIs according to Customer Contracts• Drive and Manage SQ (Service Quality) improvement projects across the European Delivery Centres• Drive, Review and Standardise the SQ Management system to track and improve each Delivery Centre’s SQ posture according to World Wide Governance• Identify improvements to SQ posture and roll out to all Delivery Centres• Participate in Delivery Centre End to End Troubled Account reviews applying ITIL best practice• Drive CSSR (IBM Central Customer Satisfaction Strategic Tool) implementation across all Delivery Centres, incl. development of management system, KPIS and reporting.• Working with European Service Management to interlock plans and actions (SLA Failure, CSAT Improvement and Root Cause Analysis)• Review and Standardise SQ metrics, and their collation, across all Delivery Centres in line with Competency expectation and World Wide Governance

Buenos Aires - Argentina

 Managing delivery of service support (multiple competencies) to France Telecom Leading internal IBM cross continent internal partnerships Providing business leadership to all account delivery situations Planning and implementation of high service performance culture Leading internal projects to solve core issues of delivery service Project Managed Argentina Delivery Centre Quality of Service improvement initiatives, RCA and MonitoringKey Projects• Formal transition support to “Steady State” of 7 service line competencies from IBM Spain to IBM Argentina Delivery Centre• Implementation of daily service line “War Room” for SLA, SLO, Problem and Change Management• Project Managed Customer Satisfaction Management System implementation for IBM Spain• Active contribution to year end 2008 overall Argentine CSAT to 90% from 72% in May 2008

Buenos Aires - Argentina

 Provide High Level UNIX Support to Sanofi Aventis, CAMH and ICI South America Transitioning of accounts to local sites, managing Exit Criteria, customer expectations, SLA’s and processes. Coordinate Multi team Problem Ticket Management and Change Management

Buenos Aires - Argentina

Buenos Aires - Argentina

United Kingdom / Italy

United Kingdom

Hnc Business & Finance, Business & Finance, Merit

Education record