Mark Hennigan

Global Services Consultant, Helping customers drive sustainable business outcomes via digital connectivity and services.

Leading an EMEA-wide team of technical Customer Success Managers responsible for on-boarding and service delivery execution, building long-term strategic relationships and providing end-to-end account management to our customers. Responsible for developing and growing the customer base and coverage in region.

Leading a team of 20 service delivery and technical customer success managers spread acoss multiple sites and job functions. Responsible for tactical direction and day-to-day operations including service delivery (proactive) and escalation management (reactive) for commercial customers.

Responsible for the overall Partner Management for the Managed Services (MS) and Infrastructure Consulting Services (ICS) in the following capacity: - Partner Intake Management (Assessment, Recruitment, On-Boarding, Contracts) - Partner Management (Selection, Governance, Training, Performance Measurement & Metrics) - Partner Sustenance (QBRs, Capacity Planning, Re-evaluation, Termination) - Responsible to drive partner strategy in the Country to support the business objectives; increase Dell and partner revenue while driving down costs - Develop partner's ability to offer and deliver service obligations as defined in the MS and ICS offerings - Utilize strong influencing skills to effectively manage relationships with Partner, Service Delivery and Sales - Responsible for engaging with Sales, Delivery and Practice Leaders to ensure the process and team delivers on agreed goals and tactical direction

Establishing, developing and retaining partnerships with multinational corporations, negotiating agreements and delivering results with proven capabilities. - Understanding requirements to ensure they meet the customer’s expectations & service demands and as appropriate, propose and implement improvements through SIP’s and through SLA’s. - Establishing and developing relationships in order to drive service revenues and potential for sales opportunities. - Engage with key regional stakeholders (Sales) in understanding the current market channel design and change as required for optimal local requirements. - Initiated, designed and delivered Sales Roadshow across UK & Ireland sites to develop awareness of Service activity within Sales organization. - Managing the delivery of service provision to ensure customer satisfaction and that the service is delivered within resource estimates maximising ROI. - Drive and conduct key engagements with channel partners – weekly communication update, monthly report, quarterly business review, and annual conference. - Establishing service delivery structures to meet customer service scope and levels, and to achieve Dell operation improvement objectives by integrating customer structures with Dell methods, processes, measures and controls. - Monitoring Service level performance and addressing customer satisfaction gaps and issues in Service delivery. - Managing customer escalations regarding services to ensure high levels of customer satisfaction.

Co-coordinating all Dell technical support engagement with Enterprise customers for escalated incidents, ensuring appropriate resources are put in place to minimize customer impact. - Ensuring 'Resolution and Contingency' plans are affected and technical problem resolution is proceeding as per process commitments. - Engages with Internal Customers (Retail Sales, Marketing etc..) To ensure alignment regarding retailer / Customer needs. - Generating and maintaining internal and external communication updates throughout the escalation process. - Responding to customer requirements via allocation of appropriate resources.

Responsible for all aspects of IT and Web development, in particular for developing the online presence of individual brands and initiatives.

helping organizations (enterprise and non-profit) integrate sustainability into their strategy, operations and governance, ensuring that sustainability will be grounded as a source of innovation for organizations driving social and economic change.

Completed degree by night over 3 years from 1995 - 1998