Mark M. Email & Phone Number

Johannesburg Area, South Africa

My role is to ensure the Employee Experience from an end-user perspective is positive and continuously improves as it relates to the technology available to them in the organisation. I am accountable for the provision of the following to all standard Bank Employees across South Africa: Technology Service Desk, Onsite "High Care" Technology Support, Dedicated Executive Technology Support, Mobility (Walk-In) Centre Technology Support, Campus Desktop & Print Services as well as Bank Owned Mobile Phone and "Work from Home" Connectivity Solutions:• Ensure availability of a 24*7*365 Technology Service Desk as the 1st point of contact into Group Technology for incidents, service requests and queries;• Ensure that end-user computing services are effectively supported, by providing on-site support for specific “high-care” Standard Bank businesses within South Africa;• Ensure personalised support is provided to all Standard Bank Executives in South Africa on a 24*7*365 basis, irrespective of location;• Ensure the provision of Mobility Centres (Walk-In Centres) in 5 primary Standard Bank Campus sites across Johannesburg, Durban and Cape Town, providing a face-to-face Technology Support service option to employees; • Ensure Desktop Support and Managed Print Services are effectively provided for all employees at Standard Bank Campus sites across South Africa, with adequate availability of dedicated field services engineers.• Ensure provision of a service for employees providing them with Bank owned mobile devices and various connectivity solutions to enable "Work from Home" and Work from Anywhere", which includes administering service provider accounts, issuing and upgrading mobile devices, etc.

Johannesburg, Gauteng, South Africa

Johannesburg Area, South Africa

The purpose of this role in GTO (Group Technology Operations) was:To enable the achievement of the strategic transformation intent of the GTO organisation, applying collaborative techniques to ensure qualitative results and by providing insight and guidance to management teams on consistent and continuous transformation of the GTO business.To provide thought leadership to IT stakeholders to ensure sustainable change in a complex environment, whilst also expediting the necessary decision making processes and guiding, where appropriate, GTO management and staff to ensure execution against agreed principles and enabling delivery on the GTO value proposition.To drive transformational leadership which emphasizes intrinsic motivation and the development of people and in so doing elevate performance and fulfill individual, organisational, and community potential by stimulating people’s efforts toward innovation and creativity, inspiring others to commit to a shared vision and shared goals for the GTO organisation.To effectively influence across the IT organisation, based on established credibility and respect, as well as understanding organisational dynamics, politics and interpersonal context.To support the transformation of the overall Chief Technology Operations organisation from a cost perspective, reducing costs and improving velocity, by driving delivery of committed Accelerate initiatives.

Johannesburg Area, South Africa

The primary purpose of this role was to achieve the strategic intent of the Group IT organization, by providing benefits to significant stakeholders through the transformation of the ICT service organisation, applying lean principles and eradicating waste. This included: • Supporting the IT leadership teams in gaining organizational visibility and Business Unit customer alignment, by ensuring the service transformation initiative was well designed and implemented;• Providing thought leadership, advice and coaching to service transformation leads and teams to ensure best-practice execution of the service management approach; • Supporting teams with skills in process excellence, project management, facilitation, problem solving, accelerating transformation and value creation to drive toward required outcomes;• Identification of timelines and delivery of dashboards and scorecards for the initiative to keep executive leaders current on progress and potential red flags.

Johannesburg Area, South Africa

•Primarily this role was to provide independent oversight & co-ordination to restore and maintain availability and stability of the performance of IT production services delivered by both Application and Infrastructure suppliers (internal and external). Core responsibilities included:• Co-ordinate and drive the process to achieve overall service availability through the execution of Service Monitoring, Incident Management, Change Management, Problem Management and Continuity management processes; • Through implementing effective Service Management disciplines, improve IT service stability and assist the IT lines of business in effectively managing risk to the IT production environment;• To provide a single access point into Group Technology Operations for Personal & Business Banking, and to act as the single management point of contact for IT production related outages and stability matters;• To provide support, advice and coaching to service consumers on all aspects of IT Service Management;• Establish and maintain relationships within the IT lines of business and associated support teams, whilst navigating the IT customers’ organization to ensure strong relationships;• Co-ordinate and drive IT service restoration activities;• Ensure that all issues and updates on restoration activities are communicated effectively and in time to identified executive stakeholders;• Accountable for the reporting related to the availability of IT production services against defined metrics for Incident, Problem and Change; • Ensure the definition of services and maintenance of Service Level Agreements.

Johannesburg Area, South Africa

In this role I was accountable for leading all aspects of the incident & problem management functions, including:• The development, co-ordination and promotion of the effective functioning of IT incident and problem management activities across the organization;• Establish and own the Incident and Problem Management processes for the Standard Bank Group in alignment with the organizational standards, and in conjunction with the Process Architecture and Governance Area ensure the associated Policy and Procedures are produced, communicated and implemented;• Actively drive service restoration of critical Group Incidents through facilitation, ensuring effective communication to executive stakeholders;• Analysis of IT incidents that had Group-wide impact to determine and report on trends;• Facilitation of in-depth investigations into IT-related problems in order to determine root cause to minimize or prevent future breaks in service;• Encourage staff, IT customers and senior management to apply best practices in the use of tools, techniques and methods for the delivery of services;• Initiate and drive Service Improvement Plans (SIP's) in relation to Incident and Problem Management;• Provide leadership to the Incident Management and Problem Management teams;• Participate in strategic initiatives and planning - own and drive strategic initiatives within Incident and Problem Management.

Johannesburg Area, South Africa

Project Management & execution - ITIL process alignment.

Plettenberg Bay, South Africa

This entailed the smooth and efficient operation of the entire restaurant (back and front of house) to achieve the highest level of customer service through the implementation of controlled processes. Seating capacity of approximately 300 people and a staff complement of 45. Valuable lessons learnt here regarding the similarity of “service” processes in a different industry with the same service issues as those encountered in my previous roles.

Sandton, Johannesburg

I took on a number of IT roles during this 10-year period – not all responsibilities mentioned below simultaneously.Core Responsibilities:• Management of relationships between internal Business Units and Central IT Division in South Africa (& assisted in the United Kingdom) - accountability for Service Delivery of Central IT Division in South Africa;• Management accountability for the following departments in the Central IT Division: Service Desk; Desktop Support; Shared Applications; Incident Management and Change Management;• Setting and managing budgets;• Staff performance management including bonus and salary reviews;• Vendor relationship management including price negotiations and requirements specifications;• Performance analysis of services/applications;• Presented Business requirements to resources responsible for service/application support and to project teams;• Service Level Management: Aligned Service Delivery to the business needs - mutually agreed and monitored service targets ensuring quality IT Services delivered to internal Business Units. Set up, monitor and ensure compliance with Service Level Agreements;• Problem Management: Identified root cause of service incidents - successfully initiated actions to improve/correct the situation;• Change Management: Ensured standardised methods and procedures used for efficient and prompt handling of IT related changes - minimise the impact of change related incidents on service quality and availability;

Johannesburg Area, South Africa

Property Manager - Retail and OfficeAssistant Accountant

Johannesburg Area, South Africa

General Restaurant Management

Johannesburg Area, South Africa

Assistant Accountant to the Financial Manager

Itil Service Management

Diploma Financial Markets & Instruments, Financial Markets

Education record