Chris Mason
Head of Customer Support @IDBS
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WORK HISTORY
Head of Customer Support @IDBS
Woking, GB
Leadership of the global Customer Support and Tech Ops functions within IDBS delivering high-quality support services to IDBS\'s extensive BioPharma customer-base. Support hubs are located in Boston, USA, Woking, UK and Bangalore, India and operate a follow-the-sun model 24/5.
EDUCATION
University of Leeds
BSc(Hons), Computing/Information Systems
SKILLS
ABOUT CHRIS MASON
A logical, analytical, data-driven, strategic thinker and team player with a track record of delivering business benefits for companies both large and small through leadership, collaboration, communication, project delivery, customer experience and IT service management- Delivery of CX and customer journey enhancements within SSE’s retail broadband business- Leadership of the service delivery function within NetDespatch- Implementation of a new IT tool (Zendesk) and sustained improvement of processes- Design and delivery of ITIL best practice (and Service Desk Express) into Mars- Process improvement & auditing leadership (working with PwC)- Responsible for the successful Service Management of over 20 IT services for Mars Chocolate, SloughTraining/Qualifications- Global Knowledge training courses; Architecting on AWS, AWS Cloud Practitioner Essentials [Jun 2020]- Lean Six Sigma Green Belt [PMI 2018]- PRINCE2 Practitioner [Jan 2013]- ITIL v3 Bridging Foundation [Aug 2008 EXIN] green badge (v3)- Qualified ISO/IEC Consultant [Feb 2008 itSMF]- ITIL Release and Control Practitioner [Jan 2008 EXIN] blue badge- ITIL Service Management Practitioner Certificate in Change Management [Jan 2007 ISEB]- ITIL Foundation certification 2006- Novell CNE and Cisco CNA
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