Martin Hill Email and Phone Number

I am a Service Delivery Professional of Production Application Support, Client Facing and Operations teams having ITIL / Prince2 Certification with over 20 years of experience in delivering and improving support services efficiencies often aligned with cost reduction and to various sectors. My mission is to ensure the reliability, availability, and performance of production systems, both application and data loading.Delivery of the Global Operations Centre and key ITIL operational processes (Event, Incident, Problem, Change and Release, Service Continuity), the IT Risk Framework and the coordination of service continuity.Ownership of all ITIL processes across service operations delivery including event, incident, problem and change, ensuring flawless service delivery (including the Global IT Operations Centre and associated tooling)I have proven expertise in working within a high availability (99.8%+) Fintech, FM (workspace planning) and Retail environments (POS Analytics, Store Planning and Supply Chain), implementing and building high performing teams in local and offshore structures across the full application support lifecycle. I deliver key aspects of the Application Software Service, such as SLA, KPI, and CSIP programs, via third-party negotiation within a SAAS environment usually Azure, data-centric controls, and high-level stakeholder management. CSAT improvements (7.0 > 8.6 )I am particularly experienced in scaling teams and processes for efficiency and client satisfaction, having introduced 24/7 support, service desk process (ServiceNow, M365 Dynamics, Salesforce, Jira, Azure), recruitment, and daily operational performance in my previous roles. I am also skilled in customer relationship management, internal process improvement, and customer satisfaction development.