Mark Wilkinson Email & Phone Number

Liverpool, England, United Kingdom

Responsible for the 24/7 Technology Operation Centre, the Service Desk and Incident, Problem and Change.

Liverpool, England, United Kingdom

Service Desk and Tech Bar manager

Liverpool, England, United Kingdom

Performing the Vendor manager role, responsible for the success of the Technology Partners/Vendors in key areas such as, Contractual Performance, Cost and Innovation. Leading the Renewal of all License and Support agreements within the Technology Operations area, driving value and benefit in line with the technology strategy. Manage specific Technology Partner Risk by mitigation or establish robust plans to addressResponsible for the management of key Technology Partners to ensure that all relevant Auditable activates take place and are achievedContinual contract hygiene Build consistent and collaborative relationships Financial management linking into Budget governanceOwnership of any Service Improvement plansPlay a key role in Technology Partner selection

Liverpool, United Kingdom

The Service Delivery Principal role encompasses the ITIL lifecycle, managing the IT Service Delivery team in designing support models and agreeing operational service levels, to supporting Projects to BAU transition activities and ownership of the service provision once operational as a live service. Building strong relationships with Internal and External IT service groups, Assure the day to day delivery of services through external partnerships and agreements working in Waterfall or Agile ways. Responsible for Software license management, IT contract renewals, Telephony and Comms management & IT budget controls Developing strong Stakeholder and Supplier relationships is key to the role.

Newcastle Under Lyme

As Service Delivery Manager I led an Outsourced support team providing services to the Web platforms, Mobile network (LIFE Mobile) and Retail business. This included management of Suppliers both in the creation of services and in-life performance. In addition to live services I was responsible for Change Management, Service Design & Transition within the Group.

National

Managing a national team of support staff across 100 locations. Technologies: Microsoft Server (Nt4/2000/2008), Cisco Router & Switches, Microsoft System Centre, Microsoft Systems Centre Service Manager, HEAT, Oracle, Dynamics AX, McAfee Antivirus suite, Symantec Enterprise Vault, HP SAN, Citrix

Uk

outsourced IT services and management to clients across industry sectors including Rail, Facilities Management, Web Technologies and Local Government. As Ares Support Manager I was responsible for the maintenance and management of infrastructure and desktop support services to end users. Core responsibilities included:Provision of IT support services to over 125 sites and approximately 6000 users.Network support services to multiple clients, achieved through on-site and remote support.Management of 15 support engineers spread across a wide geographical area including assessment and appraisal.Weekly reporting of KPI'S, SLA's & OLA's results. Escalation point for all issues, queries and complaints. Account management between business and end-users to ensure service satisfaction.Project management: Co-ordinate and implement strategy for moves and changes and other incidents concerning the connectivity and the support of ICT services.Key Achievements:Smooth transition from In-sourced support team to Outsourced model.TUPE of staff to Network Rail along with 2500 Users nationwideClosure of Irish Support team including knowledge and documentation transfer and migration of Outsourced Indian Support back in house (out of hour's support

Technologies: Novell, NT PlatformsProvision of IT Support services for external clients networks. Working on both Novell and NT platforms using client32 and Win9X. Planning and implementation of Microsoft Roll outs within banking organisationsProject initiatives and roll outs within Retail, Call Centre and Rail sectorsProject managed the delivery of new software for motoring organisation.

Business development and systems support including Sage.Hardware builds and installations.Software installations and operating system upgradesNetwork cabling