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jobs
Mark Hopwood
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
Markets
United Kingdom
Language
English
Fluently
My experience
2008 - ?
job
IT Director, UK&I
Vue Entertainment.
It
2014 - 2017
job
Burberry / Director
Service Management.
Team of 8 internal and approximately 150 external FTEs in 3 main partner companies. £9m
annual opex budget. Global leader of 24x7x365 service management for 500 stores and worldwide franchise partners. Team's scope included digital, POS and SAP ERP, which
provided HR, Finance, Supply Chain and business intelligence.
I was tasked with transforming a traditional service function so it focussed on business and
customer outcomes, to drive comprehensive improvement in service outcomes and to implement a Global solution for the whole business.
Key achievements:
● Restructured team around key stakeholders and functions, and reset key vendor
relationships for greater focus on business outcomes
● Improved external ITIL-based audit score for service management capability from
2.5 to 4.5 out of 5 over 3 successive audits
● Improved internal CSAT measurement for IT service from 2.7 to 4.1 out of 5 over a
2-year period
● Applied agile, digital and customer-centric approach to a traditional IT structure,
driving innovative and successful change in measurable service outcomes for
internal and external customers
● Managed key global vendors to successful service improvement outcomes for
system up-time, incident resolution time and resolution quality
● Implemented global multi-lingual service portal and first line support, resolving
13,000 requests per month from 12,500 staff in 50 countries, including dedicated
teams providing local language support for South Korea, China and Japan, visiting
China, Hong Kong and Japan to inform this process
● Implemented service improvement programme with SAP to ensure their Hana and HEC services delivered on business case for performance, stability and innovation
● Transformed major incident function from reactive local specialists to global 24x7
follow the sun model aligned with Burberry's business priorities
● Transformed problematic weekly business reporting cycle to full reliability
● Created service design and implemented support structure for global Oracle POS
roll-out
● Delivered customer centric re-structuring of global SAP support and ATG
e-commerce support
annual opex budget. Global leader of 24x7x365 service management for 500 stores and worldwide franchise partners. Team's scope included digital, POS and SAP ERP, which
provided HR, Finance, Supply Chain and business intelligence.
I was tasked with transforming a traditional service function so it focussed on business and
customer outcomes, to drive comprehensive improvement in service outcomes and to implement a Global solution for the whole business.
Key achievements:
● Restructured team around key stakeholders and functions, and reset key vendor
relationships for greater focus on business outcomes
● Improved external ITIL-based audit score for service management capability from
2.5 to 4.5 out of 5 over 3 successive audits
● Improved internal CSAT measurement for IT service from 2.7 to 4.1 out of 5 over a
2-year period
● Applied agile, digital and customer-centric approach to a traditional IT structure,
driving innovative and successful change in measurable service outcomes for
internal and external customers
● Managed key global vendors to successful service improvement outcomes for
system up-time, incident resolution time and resolution quality
● Implemented global multi-lingual service portal and first line support, resolving
13,000 requests per month from 12,500 staff in 50 countries, including dedicated
teams providing local language support for South Korea, China and Japan, visiting
China, Hong Kong and Japan to inform this process
● Implemented service improvement programme with SAP to ensure their Hana and HEC services delivered on business case for performance, stability and innovation
● Transformed major incident function from reactive local specialists to global 24x7
follow the sun model aligned with Burberry's business priorities
● Transformed problematic weekly business reporting cycle to full reliability
● Created service design and implemented support structure for global Oracle POS
roll-out
● Delivered customer centric re-structuring of global SAP support and ATG
e-commerce support
Management, UP, Portal, Audit, China, Support, Pos, It, SAP ERP, Business Case, Service Management, Service, Finance, Design, Service Design, E-commerce, Agile, ERP, Innovation, ITIL, Audit, SAP, Budget, Oracle, Business Intelligence
2011 - 2014
job
Burberry / Director, IT Business Relationship
Marketing & Digital.
Matrix-managed development team of 50 external FTEs in 2 main partner companies.
Owner of 50 market, 12 language global IT digital strategy. Accountable for service
delivery and availability of burberry.com and all other digital services. With business
colleagues, created and delivered a roadmap of agile projects.
I was brought in to align business and technology strategy and agendas, to accelerate
delivery of a critical Global digital change programme and to modernise delivery processes.
Key achievements:
● Evolved digital partner relationships from traditional waterfall IT with poor service
and stability, to modern agile devops structure with significant improvement in pace,
stability and value for money
● Delivered new mobile web platform, migrating from monolithic legacy to modern
service-based architecture
● Launch of ecommerce with local fulfilment and payment in China
● Selection, negotiation and implementation of global email marketing technology
● Flawless technical delivery of 12 innovative global runway shows with linked
wholesale showroom events
● Delivery of global collect in store solution, enabling next-day global fulfilment of customer orders in 500 stores
● Delivered global payments migration (with PCI-DSS)
Owner of 50 market, 12 language global IT digital strategy. Accountable for service
delivery and availability of burberry.com and all other digital services. With business
colleagues, created and delivered a roadmap of agile projects.
I was brought in to align business and technology strategy and agendas, to accelerate
delivery of a critical Global digital change programme and to modernise delivery processes.
Key achievements:
● Evolved digital partner relationships from traditional waterfall IT with poor service
and stability, to modern agile devops structure with significant improvement in pace,
stability and value for money
● Delivered new mobile web platform, migrating from monolithic legacy to modern
service-based architecture
● Launch of ecommerce with local fulfilment and payment in China
● Selection, negotiation and implementation of global email marketing technology
● Flawless technical delivery of 12 innovative global runway shows with linked
wholesale showroom events
● Delivery of global collect in store solution, enabling next-day global fulfilment of customer orders in 500 stores
● Delivered global payments migration (with PCI-DSS)
Technology, Processes, Wholesale, Web, Marketing Technology, China, Development, Implementation, It, Marketing, Service, Architecture, Agile, DevOps, Email marketing, Ecommerce, Digital Strategy
2009 - 2011
job
Director, Technology & Operations
Pod1.
Team of 50 internal FTEs with approximately £5m annual billable value in 3 locations:
London, New York and Cape Town. Led technology strategy, delivery & operations and
project management in an ecommerce specialist consultancy focussed on fashion and luxury retail:
● Built an offshore support and development team in Cape Town, and the tools and processes enabling international project delivery for clients
● Developed and supported major ecommerce websites including Harvey Nichols,
Uniqlo and Kurt Geiger
● Provided 24x7x365 hosting and support operations for more than 30 websites
● Worked with Cybersource to introduce PCI-DSS compliant solutions
London, New York and Cape Town. Led technology strategy, delivery & operations and
project management in an ecommerce specialist consultancy focussed on fashion and luxury retail:
● Built an offshore support and development team in Cape Town, and the tools and processes enabling international project delivery for clients
● Developed and supported major ecommerce websites including Harvey Nichols,
Uniqlo and Kurt Geiger
● Provided 24x7x365 hosting and support operations for more than 30 websites
● Worked with Cybersource to introduce PCI-DSS compliant solutions
Project Management, Ecommerce, Retail, Operations, Websites, Fashion, Management, Technology, Offshore, Hosting, Support, Development, International, Processes, LED
2008 - 2008
job
Chief Technology Officer
Snow Valley.
Led architecture, development, and support team of 70 FTEs with approximately £7m
annual billable value. Responsible for project management, architecture, design,
development, operations and support for multiple ecommerce sites on Microsoft Commerce
Server platform, including:
● Development of Clarks Shoes omnichannel retail platform, Lipsy of London
ecommerce website and Ordnance Survey ecommerce website
● Ongoing improvements and support for Harrods, Lakeland Plastics, Levi Strauss,
Pets at Home and Liverpool Football Club
● SLA-led BAU 24x7x365 hosting and operations for more than 30 ecommerce
websites
● Worked with Cybersource, Commidea and Datacash to implement PCI-DSS
Experience pre-2009
Dates & Role Highlights
Company
annual billable value. Responsible for project management, architecture, design,
development, operations and support for multiple ecommerce sites on Microsoft Commerce
Server platform, including:
● Development of Clarks Shoes omnichannel retail platform, Lipsy of London
ecommerce website and Ordnance Survey ecommerce website
● Ongoing improvements and support for Harrods, Lakeland Plastics, Levi Strauss,
Pets at Home and Liverpool Football Club
● SLA-led BAU 24x7x365 hosting and operations for more than 30 ecommerce
websites
● Worked with Cybersource, Commidea and Datacash to implement PCI-DSS
Experience pre-2009
Dates & Role Highlights
Company
Design, Project Management, Ecommerce, Retail, Operations, Websites, Management, Architecture, Technology, Website, Hosting, Support, Omnichannel, Development, Server, LED
2007 - 2008
job
non-exec director
Zoomf.
Advising innovative search technology
(part-time) start-up team on technical, product and data management issues
(part-time) start-up team on technical, product and data management issues
Data management, Management, Technology, Search, UP
2006 - 2008
job
Director & Innovation
Agency.com.
in Omnicom-owned digital agency
Director Delivered digital innovation projects with British Airways, Ikea, BT and others
Advised on formation of venture-backed
SAAS ecommerce business
Director Delivered digital innovation projects with British Airways, Ikea, BT and others
Advised on formation of venture-backed
SAAS ecommerce business
Ecommerce, Innovation, Saas, Digital innovation
2004 - 2006
job
Chief Technology Officer
Dealgroupmedia plc.
ad-serving and search marketing platform
Other roles IT programme and project management consultant with PricewaterhouseCoopers. Business analyst with Thomas Cook.
Programmer on retail and financial systems. Trainer for software
development methods and project management.
Other roles IT programme and project management consultant with PricewaterhouseCoopers. Business analyst with Thomas Cook.
Programmer on retail and financial systems. Trainer for software
development methods and project management.
Marketing, Project Management, Retail, Management, Technology, Search marketing, It, Analyst, Management Consultant, Development, Software, Search
My education
ISC
N/a, Chartered Information Systems Security Professional
N/a, Chartered Information Systems Security Professional
London Business School
N/a, Finance for Non-Finance Executives
N/a, Finance for Non-Finance Executives
London School of Economics AND Political Science
N/a, Philosophy & Economics
N/a, Philosophy & Economics
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