Mark Cleary Email & Phone Number

Stamford, Ct, Us

Providing insightful research and guidance to CxOs and IT Executives on ITSM, ITSM tools and service delivery to the 15,000 Gartner clients across the world.

Stamford, Ct, Us

Manchester, Gb

Lead an ITSM review at a major UK Supermarket to assess and recommend changes to core service management processes

London, Greater London, Gb

Implemented a SIAM definition and implementation programme for Uniper in Germany

Düsseldorf, Nrw, De

Responsible for the design and implementation of a new SIAM organisation in a fully outsourced IT environment. This required new processes, training and mentoring, new Target Operating Model and the negotiation and review of the supplier's responsibilities

Uk, Australia, Spain, Chile, Poland, New Zealand, Hong Kong Sar, Türkiye, Brazil, Mexico, The Us, Middle East, Ireland, Saudi Arabia And India., Gb

Interim role to manage and improve the IT services delivered by BUPA, positioning the organisation for SIAM, and the outsource of critical services

Cambridge, Cambridgeshire, Gb

Working on behalf of Mason's Advisory, the role involved the definition and implementation of a series of agile initiatives designed to improve the end to end capacity management process and develop closer integration with the infrastructure orchestration process. The outcomes of the work included a reduction in the effort and delivery cycle times associated with the global infrastructure provisioning process by more than 40%

Durham, North Carolina, Us

Working for Mason's Advisory, I carried out an audit of the IT core processes against best practice and made several recommendations including the need to implement a Service Delivery organisation to better manage the services provided to their clients. The CEO also requested that the Major Incident Management process was overhauled resulting in the development and implementation of a revised process that focussed on impact, client communication and a significant reduction in resolution time

Basel, Baselstadt, Ch

Developed a new methodology for IT Service Strategies and successfully applied it to their global Service Desk and delivered a 5 year strategy. The Strategy not only covered the technology roadmaps but also the service delivery and business perspectives

Basel, Baselstadt, Ch

Working as a senior member of the Coeus Consulting team and providing ITSM SME skills for a global SIAM initiative. This involved the analysis, review and implementation of global ITSM processes allied to new ways of working

No of assignments including:- Programme management for a major Bank in upgrading and implementing critical service management processes- Service Integration and take on for an insurance client in Zurich- Managing the service take on for a major car manufacturer. The work involves assuring and reviewing service management initiatives as part of a service optimisation phase

Leeds, West Yorskhire, Gb

Recruited to manage the consolidation and transformation of NGN's 3 SAP instances

Provision of Service Management SME skills to KPMG clients. To date this has included assurance of the service management solution for a major outsource, and the development and approval for a service management model, target operating model and a service strategy

Warrington, Cheshire, Gb

Project managed the separation of the IT components of the Northern Gas Networks business from UU. This involved the migration of multiple applications (including SAP), infrastructure services and the staff and associated collateral

Warrington, Cheshire, Gb

Developed and delivered the systems management requirements and the ITT to replace the incumbent solution

Recruited to improve the quality of IT service provided to the Trust's 750000 patient contacts pa and 10000 staff. Concentrating on developing and implementing ITIL V3 based processes and moving the IT organisation to one of a service focus.

VITIL Training was set up to deliver service management training with a difference. All our trainers are practising consultants who have 'been there and done that' allowing our courses to be brought to life and put into context.We deliver the full range of ITIL Version 2 and Version 3 accredited ISEB training and also develop and deliver bespoke, customised training to suit the organisation.

Provided service management support to contractual and organisational discussions setting up a new Service Management organisation in United Utilities. Created and implemented a new Operating Model for the organisation covering responsibilities, governance and interfaces covering all departments.

Developed a service design process for the organisation's IT projects followed by work on the new project management methodology

London, Gb

My principle work at Barclays was in Service Management and I program managed the first ITIL Implementation in 1997. My last assignment was as the Head of IT in Harare, Zimbabwe running the Bank's Data Centre providing real time Banking services to 12 African countries.