$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Senior
{{ $t($store.state.user.experience_search_name) }}
0
jobs
Business Technology Consultant
Mark Donoghue
,
Marston Trussell, United Kingdom
Experience
Other titles
Skills
I'm offering
• ITIL V3 (Foundation) • PRINCE2 (Foundation) • Understanding of IT industry working practices, frame-works (ITIL) methodologies and various IT service regulatory imperatives, including Sarbanes Oxley, PCI Compliance standards and IS027001. • Well-developed IT management and IT service management knowledge and capabilities, augmented by sharply honed technical, strategic and commercial insight, all of which enable me to deliver first-class outcomes. • Proven experience of managing and delivering multiple technology projects on time and within budget. • Ability to produce and manage both department and project budgets, proven budget management in excess of £3.5million. • Experience of developing and updating technology policies, standards and templates in line with the IT strategy and legal/regulatory requirements. • Constantly looking to improve process and encourage innovation. • Hands on technical abilities, very much embraces getting stuck in to help resolve problems. • Equally adept at managing IT services and delivery, business relationships, service providers, infrastructure, projects, teams, staff and end-users in alignment with an organization's strategy and objectives. • Experience in 3rd party supplier management for SaaS providers, ensuring contractual SLA's & KPI's are met. • Excellent verbal and written communication skills. • Strong relationship building skills with both internal and external customers including representation to Executive stakeholders. • Ability to take a creative approach to situations and problem solving.
Markets
United Kingdom
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2016 - ?
job
IT Services Manager
PPL PRS Ltd.
PPL PRS Ltd is a new joint venture between the UK's two music licensing societies -- PPL and PRS for Music. They joined forces in 2016 at a new location based in Leicester to make it easier for our customers to obtain a music license for the playing or performance of music in public.
• I have played an instrumental role in the delivery of this very ambitious joint venture between two of the world's largest music Licensing organisations, both of which after operating for 10's of years had two very different data sets that needed merging and consolidating, through working on the core project delivery team alongside the system integrators Accenture Plc as well as support from Deloitte we successfully launched the business in March 2018.
• Project managed the deployment of various Technology systems in readiness for the "Go-Live" of the joint venture. This included not just the delivery of the applications but also the infrastructure and hardware into a brand new office space ready for the launch of the new business.
• Once successfully launched, I have been responsible for the leadership, management, delivery and ongoing improvement of all IT Services covering helpdesk, desktop, network and application support to meet our evolving business needs, through management of both internal teams and 3rd party service providers
• Given the nature of this being a brand-new business with individual operating principles, I have been responsible for the development and agreement of IT policies.
• I am also responsible for an overall Technology budget in excess of £3.5million predominantly with 3rd party providers, where I manage outturn and future forecasting, identifying potential budget risk and savings.
• I have developed and implemented an effective business continuity and a disaster recovery plan which has been successfully proven (under test conditions thankfully)
• I have led our GDPR risk assessment and alongside our legal counsel delivered a gap analysis and plan for compliance, which has also meant subsequently leading the implementation of some of the remedial actions required including various security protocols and governance measures.
• I have played an instrumental role in the delivery of this very ambitious joint venture between two of the world's largest music Licensing organisations, both of which after operating for 10's of years had two very different data sets that needed merging and consolidating, through working on the core project delivery team alongside the system integrators Accenture Plc as well as support from Deloitte we successfully launched the business in March 2018.
• Project managed the deployment of various Technology systems in readiness for the "Go-Live" of the joint venture. This included not just the delivery of the applications but also the infrastructure and hardware into a brand new office space ready for the launch of the new business.
• Once successfully launched, I have been responsible for the leadership, management, delivery and ongoing improvement of all IT Services covering helpdesk, desktop, network and application support to meet our evolving business needs, through management of both internal teams and 3rd party service providers
• Given the nature of this being a brand-new business with individual operating principles, I have been responsible for the development and agreement of IT policies.
• I am also responsible for an overall Technology budget in excess of £3.5million predominantly with 3rd party providers, where I manage outturn and future forecasting, identifying potential budget risk and savings.
• I have developed and implemented an effective business continuity and a disaster recovery plan which has been successfully proven (under test conditions thankfully)
• I have led our GDPR risk assessment and alongside our legal counsel delivered a gap analysis and plan for compliance, which has also meant subsequently leading the implementation of some of the remedial actions required including various security protocols and governance measures.
Network, Manager, LED, Go, Development, Office, Music, Assessment, Infrastructure, Hardware, Support, Implementation, It, Budget, PLC, Test, Technology, Compliance, Service, Security, GDpr, Management, SoMe, Leadership, Deployment, Forecasting
2015 - 2016
job
Problem & Change Manager
IT Incident.
SCC is Europe's largest independent Information Technology services business, with over 2,500 customers in more than 50 countries. SCC plans, supplies, integrates and manages IT for leading public and private sector businesses across Europe.
• Responsible for the effective implementation of the incident management process whilst seconded to customer site.
• Through effective sub management of the IT servicedesk, increased the servicedesk first call resolution to a FCR rate of 85%.
• Represented the first stage of escalation for incidents and was the "face of IT" for championing continuous service improvement.
• Undertook research for root causes of incidents, thus contributing towards the elimination of future problems and the development of final solutions for known errors.
• Reporting on the status of all opened/closed problem tickets to Senior Management and continually driving the progression of the implementation of required corrective actions
• Responsible for reporting to senior leadership team any Major Incident Reports along with providing input into the Monthly Board Report the monthly KPI and SLA statistics.
• Facilitation of the relevant communication between clients, team members, suppliers, etc. ensuring the actions and changes which may affect them are known whilst managing expectations and service level satisfaction.
• Chairing CAB & ECAB meetings for all RFCs
• Reviewing and providing the approval for all minor, medium and major change requests - non BAU changes
• Issues change schedules and change logs including any actions to correct problems and opportunities to improve service quality
• Reported and reviewed all implemented changes with a view to ensure that they met their objective and determining reasons behind ant failed changes,
• Responsible for the effective implementation of the incident management process whilst seconded to customer site.
• Through effective sub management of the IT servicedesk, increased the servicedesk first call resolution to a FCR rate of 85%.
• Represented the first stage of escalation for incidents and was the "face of IT" for championing continuous service improvement.
• Undertook research for root causes of incidents, thus contributing towards the elimination of future problems and the development of final solutions for known errors.
• Reporting on the status of all opened/closed problem tickets to Senior Management and continually driving the progression of the implementation of required corrective actions
• Responsible for reporting to senior leadership team any Major Incident Reports along with providing input into the Monthly Board Report the monthly KPI and SLA statistics.
• Facilitation of the relevant communication between clients, team members, suppliers, etc. ensuring the actions and changes which may affect them are known whilst managing expectations and service level satisfaction.
• Chairing CAB & ECAB meetings for all RFCs
• Reviewing and providing the approval for all minor, medium and major change requests - non BAU changes
• Issues change schedules and change logs including any actions to correct problems and opportunities to improve service quality
• Reported and reviewed all implemented changes with a view to ensure that they met their objective and determining reasons behind ant failed changes,
Research, Leadership, Management, Service, Technology, Statistics, It, Implementation, Incident Management, KPI, Development, Manager, Customer
2014 - 2015
job
IT Support Manager
Bellrock Property & Facilities Management.
Bellrock provide property & facilities management solutions for retail, healthcare, education, hospitality, central government and corporate clients throughout the UK & Ireland. They have 25 remote offices across the UK including a base within the HM Treasury. They currently employ approx. 1000 staff.
• Responsible for managing and advancing the service and support of end-user service IT and systems requests along with driving process improvement within the IT department.
• Management of third line fixed support groups - Infrastructure, Software & third party support contracts- ensuring they adhere to business KPI's
• Project managed outsourcing of DR solution to be hosted by SunGard DR - devised selection criteria for sourcing of supplier.
• Chaired weekly IT management meetings to communicate ongoing and upcoming project objectives with wider business, also developed an IT comms cell which was an open forum to discuss current developments with business stakeholders and to gain feedback and suggestions in order to grow and innovate.
• Day to Day management of IT department, reviewing and approving IT budget spend
• Transformed the IT Support team by embedding new support processes and call logging system inline with ITIL framework.
• Agreed, developed, managed and measured KPI's and service level agreements.
• Achieved 98.9% system uptime for key business system, resulting in zero financial penalties for breached SLA.
• Designed and implemented end user IT self-service catalogue and self service portal.
• Conceived and instigated an end user satisfaction program resulting in a 32% increase in satisfaction measured on feedback surveys over the course of 90 days.
• Recognised IT budget savings across the course of 12 months by overseeing various procurement exercises.
• Project managed the successful migration of circa 450 Windows XP to Windows 7 desktops across head office and our remote sites.
• Consolidated desktop printing solutions across all sites with MFD solution on a co-terminus basis - reduced print costs by 26%.
• Maintained IT systems and equipment across multiple locations including hands on technical support.
• Initiated a very well received "IT Support surgery" enabling users to "drop in" for assistance with their IT issues, led to increase in productivity of IT support team as the number of impromptu walkup support calls were greatly reduced.
• Responsible for managing and advancing the service and support of end-user service IT and systems requests along with driving process improvement within the IT department.
• Management of third line fixed support groups - Infrastructure, Software & third party support contracts- ensuring they adhere to business KPI's
• Project managed outsourcing of DR solution to be hosted by SunGard DR - devised selection criteria for sourcing of supplier.
• Chaired weekly IT management meetings to communicate ongoing and upcoming project objectives with wider business, also developed an IT comms cell which was an open forum to discuss current developments with business stakeholders and to gain feedback and suggestions in order to grow and innovate.
• Day to Day management of IT department, reviewing and approving IT budget spend
• Transformed the IT Support team by embedding new support processes and call logging system inline with ITIL framework.
• Agreed, developed, managed and measured KPI's and service level agreements.
• Achieved 98.9% system uptime for key business system, resulting in zero financial penalties for breached SLA.
• Designed and implemented end user IT self-service catalogue and self service portal.
• Conceived and instigated an end user satisfaction program resulting in a 32% increase in satisfaction measured on feedback surveys over the course of 90 days.
• Recognised IT budget savings across the course of 12 months by overseeing various procurement exercises.
• Project managed the successful migration of circa 450 Windows XP to Windows 7 desktops across head office and our remote sites.
• Consolidated desktop printing solutions across all sites with MFD solution on a co-terminus basis - reduced print costs by 26%.
• Maintained IT systems and equipment across multiple locations including hands on technical support.
• Initiated a very well received "IT Support surgery" enabling users to "drop in" for assistance with their IT issues, led to increase in productivity of IT support team as the number of impromptu walkup support calls were greatly reduced.
It, Manager, LED, Portal, XP, Processes, Contracts, Framework, Treasury, Software, Office, KPI, Infrastructure, Support, Retail, Outsourcing, Surveys, It management, Windows, Sourcing, Service, Management, Print, Procurement, ITIL, Contracts, It support, Budget
2012 - 2014
job
IT Helpdesk Manager
Capita.
• Managed the overall helpdesk activities for both 1st & 2nd line IT support desks, taking overall responsibility for incident management and request fulfillment.
• Ability to identify problems and created plans to resolve / eliminate them whilst coordinating resources from other teams and reporting to senior management any issues that may have significantly impacted the business.
• Documented success during 5 years of career at Capita from IT Support Technician to Help Desk Manager.
• Skilled in overseeing the development, implementation and administration of help desk staff procedures and policies.
• Demonstrated experience of managing a technical support team with strategic planning.
• Proficient in team and project leadership to manage software implementations to be delivered on time and within budget.
• Experience of supporting multiple users across a variety of network platforms.
• Worked with a third party supplier to successfully devise and deploy a lone worker solution to 400 remote workers.
• Competent in repairing, maintaining and upgrading hardware including, PC's, Servers and Mobile Devices.
• Ability to identify problems and created plans to resolve / eliminate them whilst coordinating resources from other teams and reporting to senior management any issues that may have significantly impacted the business.
• Documented success during 5 years of career at Capita from IT Support Technician to Help Desk Manager.
• Skilled in overseeing the development, implementation and administration of help desk staff procedures and policies.
• Demonstrated experience of managing a technical support team with strategic planning.
• Proficient in team and project leadership to manage software implementations to be delivered on time and within budget.
• Experience of supporting multiple users across a variety of network platforms.
• Worked with a third party supplier to successfully devise and deploy a lone worker solution to 400 remote workers.
• Competent in repairing, maintaining and upgrading hardware including, PC's, Servers and Mobile Devices.
Administration, Budget, It support, Strategic Planning, Leadership, Management, Network, It, Implementation, Support, Hardware, Incident Management, Development, Software, PC, Manager
My education
Wigston College of Further Education
Secondary, Business Studies
Secondary, Business Studies
n/a
Secondary, N/a
Secondary, N/a
Robert Smyth Grammar School
Secondary, English Language (Minor in Mathematics)
Secondary, English Language (Minor in Mathematics)
Mark's reviews
Mark has not received any reviews on Worksome.
Contact Mark Donoghue
Worksome removes the expensive intermediaries and gives you direct contact with relevant talent.
Create a login and get the opportunity to write to Mark directly in Worksome.
38000+ qualified freelancers
are ready to help you
Tell us what you need help with
and get specific bids from skilled talent in Denmark