Mark Brown Email & Phone Number

On assignment to one of the UK's largest banks managing the delivery of multi phase infrastructure projects.

Implementing the support contract sold by IBMWorking with IBM teams and 3rd parties to ensure everything was in place to deliver contracts to SLA.This included;• Customer education around IBM call processes• Creating Service Operations documentation • Inventory loading• Ensuring call entitlement was in place• Ensuring resource availability• Ensuring parts availability• Obtaining team security clearance for customer site access restrictions• 3rd party… Show more Implementing the support contract sold by IBMWorking with IBM teams and 3rd parties to ensure everything was in place to deliver contracts to SLA.This included;• Customer education around IBM call processes• Creating Service Operations documentation • Inventory loading• Ensuring call entitlement was in place• Ensuring resource availability• Ensuring parts availability• Obtaining team security clearance for customer site access restrictions• 3rd party provider service management reviews Show less

Business Enablement Team• Identifying areas of the business where improvement could be made driving efficiencies and effectiveness• Documenting issues, efforts, resolutions and benefits for review• Designing and delivering education• Creating process documentation• Working with stakeholders and sponsors to deliver the benefitUKI SME on SCOS Contract Entitlement tool.• Implementing the tool within UKI• Designing and delivering education to multiple areas… Show more Business Enablement Team• Identifying areas of the business where improvement could be made driving efficiencies and effectiveness• Documenting issues, efforts, resolutions and benefits for review• Designing and delivering education• Creating process documentation• Working with stakeholders and sponsors to deliver the benefitUKI SME on SCOS Contract Entitlement tool.• Implementing the tool within UKI• Designing and delivering education to multiple areas specific to how they use the tool• Developing procedures around data collection and entry• Overseeing data entry• Data quality control and audit Show less

• Responsible for $59 million of internal cost recovery per annum from IBM Brands and internal accounts.• Engagement and relationship management of IBM Brands to ensure accurate cost recovery for UK Maintenance• Financial forecasting and trend analysis of maintenance costs across all internal areas• Delivering Financial reports with detailed analysis to Management and Exec lines

Working as the link between IBM Technical Support and Strategic Outsourcing.Aligned to SO customers ensuring the required level of support, both with IBM and 3rd parties, is in place and delivered. Identifying and delivering cost saving opportunities while maintaining the level of required supported.

AIX Certified Support ProfessionalProviding remote SW support on AIX, TSM, DB2, HACMP.Product lead on AIX and OOH co-ordinator.