mark harris

program director - servicenow implementation

About

Specialties: * Programme delivery * Strategy Identification * Relationship Building * Service Improvement * Customer Satisfaction * ITIL Service Management * Profit/Margin Generation

Country

united kingdom

City

milton keynes

Industry

information technology and services

Skill

outsourcing, itil, service delivery, service management, managed services, it service management, it outsourcing, sla, it management, it strategy, service desk, management, pmo, crm, service improvement, strategy, change management, cloud computing, vendor management, prince2, pre sales, leadership, it operations, stakeholder management, governance, data center, project delivery, incident management, project portfolio management, offshoring, resource management, business transformation, professional services, solution architecture, business process, system deployment, enterprise architecture, project management, disaster recovery, program management, transition management, it transformation, problem management, business continuity, pmp, integration, service delivery management, customer satisfaction, saas

Experience

program director - servicenow implementation

t-systems

2019-9 - Present · 7 yrs 1 mo

senior service manager, international operations

computacenter

2005-10 - 2007-2 · 1 yr 5 mos

Responsible for the senior customer relationship, service quality, revenue and profitability of the Desktop Managed Service for a major European CAC40 company.

senior service manager

computacenter

2002-5 - 2005-10 · 3 yrs 6 mos

Responsible for the senior relationship, service quality, revenue and profitability of the Desktop Managed Service for a top 7 UK bank (Spanish owned). 7 Direct reports, with a team size of 400+ across the UK.

global program director

kpn

2008-7 - 2009-8 · 1 yr 2 mos

Responsible for Deutsche Bank with a global budget of 25m USD, covering all outsourced desktop services in USA, Canada, UK, Spain and Singapore. During very difficult commercial times and significant customer and company pressure, successfully extended the outsourced contract to run into 2012, whilst providing customer cost-benefit and providing Getronics increased margin opportunity.

service delivery director

kpn

2007-3 - 2008-7 · 1 yr 5 mos

Covering the south UK region (Leeds / Manchester down), with responsibility for customer satisfaction, revenue & profit growth, full P&L/Budget ownership. 10 direct reports, managing over 400 FTE's

service manager

swift

2000-1 - 2002-3 · 2 yrs 3 mos

* Responsible for worldwide desktop end user support of 4000 user / PC’s in 3 time zones. * Centralised new Servicedesk based in Belgium. * Recruited and managed desktop support teams in Europe, USA and Asia. * Successfully renewed the service contract. * Identified and successfully transitioned service responsibility to successor. * Provided outstanding levels of customer satisfaction.