Mark Wallace Email & Phone Number

Edinburgh, Scotland, United Kingdom

Administering service and operational insight, contract governance, risk and analysis across IT spend, identifying cost-saving opportunities, and delivering initiatives across LBG. Presenting complex data points to Board level stakeholders, augmenting the end customer experience and minimising risk across the Group. Supporting and steering initiatives to help the Group COO fulfil obligations and propel efficiency. * Delivered cost and risk insights, identifying saving and risk mitigation opportunities and led initiatives across LBG.* Led presentations to Board level stakeholders on complex data points, upgrading decision-making process.* Reinforced initiatives to progress customer experience and operational efficiencies across the Group.* Achieved cost-savings measures across IT spending, contributing to significant budget reductions.* Enhanced governance and risk processes, causing revamped compliance and risk management.

Edinburgh, United Kingdom

Ran operational teams to deliver cost insight governance, business operations management and analysis across IT, constantly upgrading customer experiences. Supervised data points to present holistic views to Board level stakeholders. Directed the CIO Business Management function, realising financial and operational targets as well as strategic organisational design efficiencies.* Championed cost governance and analysis, recognising significant saving opportunities.* Delivered headcount efficiencies and streamlined process for tracking and monitoring.* Enhanced the customer and risk experience within the cost management process.

Edinburgh, United Kingdom

Managed the deliver of a service-oriented culture across IT application development & maintenance, providing a centre of excellence for IT service-related matters. Pushed for efficiency and handled the service assurance team. Provided continuous improvement activities, achieving synergy benefits across IT operational service.* Developed a service orientated culture, magnifying focus on KPIs and customer outcomes.* Reduced IT related customer complaints by 85% through detailed analysis and root cause remediation.* Streamlined processes, yielding productivity savings from offshore partner firms.* Headed incident reduction initiatives, decreasing volumes significantly.

Edinburgh, United Kingdom

Accountable for the delivery of a service orientated culture across IT Application Development & Maintenance, providing a centre of excellence for IT service related matters, driving efficiency as well as leading and managing the Service Assurance team.

Led the day to day operational support and maintenance activities for the HBOS Faster Payments applications across HBOS, including incident & problem management & fixes.Development & Management of portfolio & test services of application suite for route to live as well as leading of technical support team.

Responsible for multiple payments applications of various complexity within the HBOS environment, providing application management support across the Group.Providing 24/7 application support and team management to critical application services.Demand management and delivery of projects

Managed a team in the provision of legal and procedural advise to the Bank of Scotland Corporate division