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).• 3rd party supplier vendor management.• Contribute to the successful delivery of client upgrade projects and live service transition.• Escalation point for clients, minimising business impact by delivering proactive resolution of incidents across Bravura’s support services.• Work collaboratively with peers and executive managers in operations, sales and finance to ensure effective delivery of client services and meet corporate financial targets.• Ensure appropriate resources in place to meet the current and anticipated demands of the business.• Contribute to the creation and management of budgets and forecasts.• Identify and review strategies to meet current and future service needs.Achievements:• Instigated and built several offshore service teams in multiple geographies.• Led a team through an end of life service transition project migrating all clients from legacy to new infrastructure under tight deadlines whilst simultaneously maintaining existing production services.• Managed numerous service improvement initiatives with clients, vendors and internal teams resulting in more efficient services.• Received multiple awards of commendation from C level executives recognising client service achievements and key objectives.

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 • Presenting future service improvements and roadmaps for Buy-side services.• Delivery of Managed Trading Services for all types of Buy-side clients; Enterprise OMS, EMS Workstation, FIX only and Middle office.• Managing the individual career development of the team and motivating high performance.• Participating in client review meetings to identify service improvements and revenue generating opportunities.• Coordination of Enterprise and Managed Services.Achievements:• Introduced global support using regional offices to provide a seamless continual service, saving up to three hours a day.• Instigated and led service desk improvements and initiatives to centralise common functions and create extra capacity. • Led the team to implement the first Buy-side hosted connectivity service for Fidessa.• Introduced formal change control process for production changes creating an audit repository to maintain quality. • Initiated and drove the automation of scheduled incidents, reducing effort involved in the creation of service status checks and saving an hour a day per region.

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.• Developed Production Support infrastructure, processes and procedures to improve the quality of service provided to clients and team efficiency in delivery.• Managed project handovers from Professional Services Group to Production Support after project upgrade activities, policing configuration, architecture and operations standards.• Managed up-to-date client production environments for incident resolution and progression of project activities by the Professional Services Group.• Produced monthly incident reports for distribution to all clients.• Management and leadership of incident reviews and reconciliation meetings with all clients.• Mentored junior staff to help them gain product and service expertise.• Provided training to external clients via presentations and workshops. Achievements:• Managed the implementation of Remedy incident management system and migration from the incumbent system to align to the ITIL best practice model.• Introduced problem management to track software regressions and recurring production incidents, raising the awareness of the development team and improving software quality.

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.• Worked with Solution Management, Support, Development and the Sales team to define the implementation strategy and business plan for the regions.

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.• Reviewed operational changes to client service initiatives with regional Heads of Support.

London, United Kingdom

London, United Kingdom

London, United Kingdom

London, United Kingdom

London

London, United Kingdom