Martyn Horne Email & Phone Number

London, United Kingdom

• Responsibilities:
• Line management of teams based across the UK, India and Poland.
• Regular engagement with senior / exec level client representatives on service provision.
• Managing a team of Service Delivery Managers.
• Delivery of managed services to clients, including maintenance and support (application & hosting) consistent with defined SLAs.
• Management of clients migrating services to the Cloud (AWS).

London, United Kingdom

• Responsibilities:
• Provision of optimal client service model delivering highest quality Support and Operational experience to Buy-side clients in EMEA and APAC across Enterprise and Managed Services.
• Responsible for leading and overseeing the introduction and evolution of all Managed Services for Buy-side clients.
• Collaborating with Buy-Side teams globally to ensure consistent process and procedures.
• Working in partnership with Sell-side management to leverage from core Fidessa systems and technology and to improve Buy-side Services.
• Building strong working relationships with the Client Service and Delivery teams globally

London, United Kingdom

• Responsibilities:
• Overall responsibility for the provision of Application Support to all Fidessa Buy-side clients in EMEA and APAC.
• Responsible for establishing and improving support processes locally and working with the US Production Support Manager to ensure consistency of service provision globally.
• Provided application, business and technical support to Fidessa clients using the Buy-side Enterprise suite of products.
• Oversaw all support incidents from inception to resolution, including regular pro-active communication with clients to ensure understanding of incident status.
• Release management, including deployment testing, collation of supporting documentation, software delivery and support for client's testing processes.

London, United Kingdom

• Delivered post sales Anova implementation and provided assistance with pre-sales activities for both business analysis and implementation.
• Managed and drove the establishment of the team including recruitment and training.
• Developed technical pre and post-sales capability and provided pre sales support.
• Established effective collaborative relationships with third party vendor partners.
• Managed implementation and consultancy services for Anova.
• Assessed the global demand for implementation work based on sales projections and build out capabilities accordingly.

London, United Kingdom

• Oversaw and governed the global support policies, procedures and standards in use to ensure a uniform approach.
• Analysed existing processes and initiated measures to improve client service and experience.
• Investigated key trends and recurring defects in software applications and related product components minimising incidents and improving defect reporting, analysis and resolution.
• Provided tools and reports as early warning systems to flag any notable exceptions in client service levels or predetermined KPI targets.
• Provided insight into client cost analysis reporting including recommendations to improve profitability by reducing effort whilst maintaining quality of service.
• Responsible for the definition, documentation and execution of small to medium scale projects, including risk management.

London, United Kingdom

London, United Kingdom

London, United Kingdom

London, United Kingdom

London

London, United Kingdom