$$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Expert
{{ $t($store.state.user.experience_search_name) }}
0
jobs
Multi industry customer facing specialist in business and IT project management, support and implementation
Mark Maurice-Smith
,
Willaston, United Kingdom
Experience
Other titles
Skills
I'm offering
IT Technical, project and management professional. Experience in public sector, energy and water utilities, government and SMEs. With a broad range of domestic and international experience I am comfortable in a multi-cultural, global environments and used to direct customer-facing roles - Customer Support, MI and Reporting, Agile development, Business Analysis and product management - test planning and delivery, training and issue management helpdesks - as well as managing internal and external groups at all levels. I have a good understanding of competition law, regulatory and compliance practice and how this translates into day-to-day operations. I am a competent presenter to groups of all sizes in a range of situations, including conferences and seminars. Experience of working internationally (Japan, India, America) with multi-cultural / multi-language teams at all levels.
Markets
United Kingdom
Language
English
Fluently
Spanish
Good
French
Good
Ready for
Ongoing relation / part-time
Available
My experience
2019 - ?
freelance
Consultant
Insite Data Systems Ltd.
Ad hoc, project consultancy assignments processing and analysing data from a series of culture data employee surveys. Analysing and collating raw data and feeding back to my client with insightful analysis and commentary.
Insite Data Systems Ltd: UK full-service development company specializing in the delivery of end-to-end document workflow solutions combining deep domain expertise, modern software technologies and best-practice implementation methods to transform paper-bound processes into automated and optimized document workflows.
Insite Data Systems Ltd: UK full-service development company specializing in the delivery of end-to-end document workflow solutions combining deep domain expertise, modern software technologies and best-practice implementation methods to transform paper-bound processes into automated and optimized document workflows.
Service, Workflow, Implementation, Surveys, Development, Software, Processing, Processes
2019 - ?
freelance
Implementation Consultant and Business Lead
Document Management and Workflow Systems.
October 2016 to date
Implementation
2016 - ?
job
Implementation Manager
unknown.
Managing implementation of design and build document workflow management solutions for new and ongoing clients.
• Defining Business Requirements for document workflows within the organisation
• Configuring an initial system and working with the business and IT teams to refine, test and implement the final solution.
• Agile product development planning including creation and management of backlog
• Working with offshore development IT house in Bengaluru (remotely and onsite in India).
• Managing internal test programme for new system releases.
• Scope, document and draft agreements for the impending GDPR regulations.
• Organise and manage the company annual penetration testing audit.
• Project Manager for an agile based iPhone app which integrated with the core .Net application. Worked with our overseas development partner in Bangalore, India and was responsible for the epics, backlog and also developing as suite of automatic tests for the API using Postman.
• Implemented a ticketing and problem management system using Zoho Helpdesk.
Vision Consulting: an international consulting firm that delivers breakthrough solutions in Customer Service, Leadership Development, Call Centre Excellence, Organisational Culture Change and design and deployment of new and more Efficient Capital Project operating models.
• Short-term assignment assisting Water Utility Company investigate and respond to a regulatory enquiry. Situation analysis, fact gathering and recommendations.
Segura Systems Ltd: UK Software as a Service Start-up company of 4 years, Segura works with some of the biggest High Street names with more than 2,000 factories and over 18,000 individuals using the platform across the globe to provide supply chain clarity and order management.
• Defining Business Requirements for document workflows within the organisation
• Configuring an initial system and working with the business and IT teams to refine, test and implement the final solution.
• Agile product development planning including creation and management of backlog
• Working with offshore development IT house in Bengaluru (remotely and onsite in India).
• Managing internal test programme for new system releases.
• Scope, document and draft agreements for the impending GDPR regulations.
• Organise and manage the company annual penetration testing audit.
• Project Manager for an agile based iPhone app which integrated with the core .Net application. Worked with our overseas development partner in Bangalore, India and was responsible for the epics, backlog and also developing as suite of automatic tests for the API using Postman.
• Implemented a ticketing and problem management system using Zoho Helpdesk.
Vision Consulting: an international consulting firm that delivers breakthrough solutions in Customer Service, Leadership Development, Call Centre Excellence, Organisational Culture Change and design and deployment of new and more Efficient Capital Project operating models.
• Short-term assignment assisting Water Utility Company investigate and respond to a regulatory enquiry. Situation analysis, fact gathering and recommendations.
Segura Systems Ltd: UK Software as a Service Start-up company of 4 years, Segura works with some of the biggest High Street names with more than 2,000 factories and over 18,000 individuals using the platform across the globe to provide supply chain clarity and order management.
Organization, Workflow, It, Offshore, Implementation, Testing, Development, Regulatory, Software, Net, App, International, Audit, Penetration testing, Manager, UP, Zoho, Design, Service, Test, Management, Leadership development, Customer service, Consulting, Leadership, GDpr, SoMe, Deployment, Audit, Agile, Product development, Project Manager, API
2015 - 2016
job
Global Customer Support, QA and Implementation Manager
Segura Systems Ltd.
QA, Implementation, Support, Manager
2015 - 2016
job
Global Customer Support, Testing and Implementation Manager
unknown.
Set up a new Customer Support function for a range of customers throughout India, China, Turkey, the Middle East and UK..
• Recruited and built the initial team
• Implemented robust customer facing support and issue management systems using Zoho Support and Zoho Defect Management modules
• Created and delivered a reporting framework for customers to understand and manage their compliance targets.
• Designed and delivered induction and refresher courses for supply-chain teams and key customers
• Acted as Software Testing and Release Manager working closely with Lead Developer teams and customers to ensure the smooth implementation of new software releases.
• Managed the set-up of an automated testing framework for testing (Selenium) and EDI processes (Mocha).
ExpenSys Ltd: Software as a Service (SaaS) provider of 17 years delivering Expense Management SaaS web product globally to multinational and SME clients.
• Recruited and built the initial team
• Implemented robust customer facing support and issue management systems using Zoho Support and Zoho Defect Management modules
• Created and delivered a reporting framework for customers to understand and manage their compliance targets.
• Designed and delivered induction and refresher courses for supply-chain teams and key customers
• Acted as Software Testing and Release Manager working closely with Lead Developer teams and customers to ensure the smooth implementation of new software releases.
• Managed the set-up of an automated testing framework for testing (Selenium) and EDI processes (Mocha).
ExpenSys Ltd: Software as a Service (SaaS) provider of 17 years delivering Expense Management SaaS web product globally to multinational and SME clients.
EDI, Zoho, Processes, UP, Manager, Release manager, Framework, Issue management, Software testing, China, Web, Saas, Software, Testing, Lead developer, Support, Developer, Implementation, Compliance, Service, Management, Selenium
2007 - 2015
job
Implementation Analyst / Implementation Manager
ExpenSys Ltd.
Implementation, Analyst, Manager
2007 - 2015
job
Implementation manager
SaaS Product.
• Implementation of expense management SaaS Product for customers in the UK, USA, Canada, Japan, Australia, Brazil, Middle East and Asia.
• Delivery from point of contract to steady state running
• Mapping and specifying the system to support and enhance the customer business process for handling cash and corporate card expense reimbursements and payments.
• Liaison with external B2B parties, including banks and outsource providers to the customer to deliver the solution
• Coordinating internal and external resources under a planning and risk managed project framework.
• Working both onsite and remotely and handling several projects simultaneously.
• Translating customer requirements into product enhancements including final testing, review and delivery.
• Integration with key corporate systems (SAP, Oracle, JD Edwards, Navision, L-Viz, PeopleSoft and others).
• Providing specialist training services for key customer staff
• A key product specialist, handling escalated support requests in line with published response times.
• Working on client sites and Japan, America and Europe.
Engage Consulting Ltd: Formed in 2000 as independent advisors to energy and utilities clients. Consulting services include Smart Metering , Smart Grids and Energy Retail.
• Delivery from point of contract to steady state running
• Mapping and specifying the system to support and enhance the customer business process for handling cash and corporate card expense reimbursements and payments.
• Liaison with external B2B parties, including banks and outsource providers to the customer to deliver the solution
• Coordinating internal and external resources under a planning and risk managed project framework.
• Working both onsite and remotely and handling several projects simultaneously.
• Translating customer requirements into product enhancements including final testing, review and delivery.
• Integration with key corporate systems (SAP, Oracle, JD Edwards, Navision, L-Viz, PeopleSoft and others).
• Providing specialist training services for key customer staff
• A key product specialist, handling escalated support requests in line with published response times.
• Working on client sites and Japan, America and Europe.
Engage Consulting Ltd: Formed in 2000 as independent advisors to energy and utilities clients. Consulting services include Smart Metering , Smart Grids and Energy Retail.
Implementation, Asia, Manager, Energy, Framework, USA, Energy, Utilities, Testing, Support, Oracle, Integration, Management, Navision, Consulting, Saas, Training, SAP, B2B, Retail
2004 - 2007
freelance
Senior Consultant
Southern Water.
• Operational Performance Management system design for Southern Water (water supply and waste water management engineering processes).
• Responsible as downstream natural gas sector expert for business development
• All aspects of the tender and bid processes for external work.
• Responsible as downstream natural gas sector expert for business development
• All aspects of the tender and bid processes for external work.
Design, Business development, Performance Management, Management, Engineering, Natural, System Design, Development, Processes
2004 - 2007
freelance
Implementation Manager Senior Consultant
Engage Consulting Ltd.
Implementation, Manager
2002 - 2004
freelance
Independent Consultant
Kendon Smith Ltd.
British Gas / Transco / National Grid:
Affordable Warmth / Fuel Poverty Programme Business Continuity Manager Y2K
Account Manager - Gas Market Liberalisation
Total Quality Consultant
Engineering Manager
March 2000 - May 2002 June 1997 - March 2000
1994 - 1997
Kendon Smith Ltd
Independent Consultant August 2002 - April 2004
Assignments including:
• Field based IT work management and scheduling system - National Grid UK
• Working with the downstream distribution company (LDZ) and National Transmission gas business.
• Delivering process improvements projects into offshore oil platform operations KFVC for Hess, Wood Group etc
British Gas/ Transco / National Grid: The COMPANY consisted of a network supplying 19.5m customers in the UK. Turnover £1.2bn pa, Investment £1bn pa, Direct employees 17,000.
Affordable Warmth / Fuel Poverty Programme Business Continuity Manager Y2K
Account Manager - Gas Market Liberalisation
Total Quality Consultant
Engineering Manager
March 2000 - May 2002 June 1997 - March 2000
1994 - 1997
Kendon Smith Ltd
Independent Consultant August 2002 - April 2004
Assignments including:
• Field based IT work management and scheduling system - National Grid UK
• Working with the downstream distribution company (LDZ) and National Transmission gas business.
• Delivering process improvements projects into offshore oil platform operations KFVC for Hess, Wood Group etc
British Gas/ Transco / National Grid: The COMPANY consisted of a network supplying 19.5m customers in the UK. Turnover £1.2bn pa, Investment £1bn pa, Direct employees 17,000.
Operations, Account Manager, Management, Engineering, Network, It, Offshore, ON, Manager
2000 - 2002
job
Fuel Poverty Programme Manager
Affordable Warmth.
An infrastructure project to stimulate £1bn of investment in support of the Government Fuel Poverty programme using Operating Lease Finance.
• Responsible for liaising with UK Local Authorities and private sector finance providers
• Working with two key government departments, DEFRA and the DTI, to promote and retain support for the solution.
• Responsible for liaising with UK Local Authorities and private sector finance providers
• Working with two key government departments, DEFRA and the DTI, to promote and retain support for the solution.
Finance, Support, Infrastructure, Manager
1997 - 2000
job
Business Continuity Manager
Y2K.
• Specifying, organising and delivering Transco's response to the Y2K (Year 2000) threat
• Responsibility for the UK's natural gas network leading up to and across the millennium date change, including distribution and transmission networks as well as onshore terminals.
• Worked closely with a number of national public bodies, such as ACPOA (Chief Police Officers Association) and the government's utility assurance group NJUG
• Co-ordinating the risk assessment and remediation programme within the UK Group.
• Responsibility for the UK's natural gas network leading up to and across the millennium date change, including distribution and transmission networks as well as onshore terminals.
• Worked closely with a number of national public bodies, such as ACPOA (Chief Police Officers Association) and the government's utility assurance group NJUG
• Co-ordinating the risk assessment and remediation programme within the UK Group.
Network, Natural, Assessment, Manager, UP
1993 - 1997
job
Account Manager
unknown.
• Manage the performance of the contractual services provided by Transco to a number of gas companies
• Compliance monitoring, revenue and debt management (c. £12m per annum)
• Contractual dispute resolution under the National Supply and Gas Balancing Contract, the Network Code.
• Worked on national processes with the sector including regulator OFGEM to setup the process for handling the aftermath of the liquidation of any key supplier company, ensuring continuity of gas supply but also the enforcement of Competition Law.
• Compliance monitoring, revenue and debt management (c. £12m per annum)
• Contractual dispute resolution under the National Supply and Gas Balancing Contract, the Network Code.
• Worked on national processes with the sector including regulator OFGEM to setup the process for handling the aftermath of the liquidation of any key supplier company, ensuring continuity of gas supply but also the enforcement of Competition Law.
Account Manager, C, Management, Network, Compliance, Monitoring, Manager, Competition law, Processes
1991 - 1993
freelance
Total Quality Consultant
Internal Consultancy.
post delivering British Gas' Total Quality programme to four of the UK Regional Gas businesses, the UK Pipeline Transmission business and the national IT business.
My role was to learn the Total Quality process, including process improvement techniques such as Kaizen and the Deming cycle and act as internal consultant and expert to my internal 'customers'.
Worked with the Xerox Corporation to design and implement a formal Benchmarking process and regime to drive best practice into the business, using examples from the national group and also other world-class businesses, including Texas Instruments, AkzoNobel and Unipart.
My role was to learn the Total Quality process, including process improvement techniques such as Kaizen and the Deming cycle and act as internal consultant and expert to my internal 'customers'.
Worked with the Xerox Corporation to design and implement a formal Benchmarking process and regime to drive best practice into the business, using examples from the national group and also other world-class businesses, including Texas Instruments, AkzoNobel and Unipart.
Design, It, Kaizen
1981 - 1991
job
Engineering Manager
British Gas.
Technically qualified engineering Graduate and Chartered Engineer. Held a number of technical and managerial posts managing gas distribution networks
• Responsibility for performance and budget management
• Safety and compliance with HSE and Construction regulations.
• Man management of a workforce consisting of around 200 employees and contract staff.
• Design and development of a productivity boosting incentive scheme
• Provide a practical testing ground for a number of BG Engineering Research Establishment technical innovations (eg pipeline purging, ground probing radar and trench reinstatement).
• Responsibility for performance and budget management
• Safety and compliance with HSE and Construction regulations.
• Man management of a workforce consisting of around 200 employees and contract staff.
• Design and development of a productivity boosting incentive scheme
• Provide a practical testing ground for a number of BG Engineering Research Establishment technical innovations (eg pipeline purging, ground probing radar and trench reinstatement).
Design, Research, Budget, Management, Engineering, Compliance, Testing, Safety, Development, Manager
My education
n/a
Secondary, Maths, Physics, Chemistry (Minor in French, Spanish, Music, Latin)
Secondary, Maths, Physics, Chemistry (Minor in French, Spanish, Music, Latin)
?
-
1984
De Montfort University
Unspecified, Physics
Unspecified, Physics
?
-
1981
Loughborough University
BSc, Engineering Science and Technology
BSc, Engineering Science and Technology
Mark's reviews
Mark has not received any reviews on Worksome.
Contact Mark Maurice-Smith
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