Mark C.
Senior IT Service Desk Manager Emea @Deloitte
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WORK HISTORY
Senior IT Service Desk Manager Emea @Deloitte
Accountable for the operational delivery of our omni channel IT Service desk operating in a hybrid model across EMEA •Senior leader of a multiple global contact centers servicing 16 countries with 35 service desks across 5 main lines of business spanning 5 continents in 8 languages•Data analysis and insight delivered to support clients on volume reduction and KPI improvement to align and support clients IT Strategy. •Reducing cost, through technology, interoperability, standardisation and insight and analytics to deliver volume reduction•Key stakeholder and contributor in the digital transformation strategy focusing on RPA for contact deflection and automation, optimal channel mix and increased self-service usage •Driving operational and cost efficiencies via the implementation of customer contact channel optimization strategies supporting reduced cost per call metrics while improving customer satisfaction metrics•Implementation of operational action plans to support the improvement of performance across a wide range and combination of KPIs across numerous countries•Cross team collaboration to support and drive continuous improvement programs focused on improving performance across all our KPIs•Being the Voice of the Customer via continuous reviews of customer journeys and operational processes so that the customer experience is enhanced across all channels and interactions•Review of data and analytics to make effective customer-based decisions for operational plans to improve KPIs•Supporting growth within the contact centre, through the onboarding of new countries/member firms and the creation and opening of new delivery centres. •Driving growth strategy in hiring in lower cost locations.•Specialising in deliver multi language capabilities.
EDUCATION
Milton Keynes College
City and Guilds Electro Technical Course, Electro Technical
ABOUT MARK C.
My passion is delivering a high level of service I would come to expect to receive from any company. I am an adaptable, confident, and responsible individual. With my hardworking attitude and work ethic i have managed to come a long way in short period whilst working at Deloitte.I have a wide variety of professional skills and experience gained from 11 years working in a service orientated environments including:ITILOffshoring experienceShared Services experienceProject Management experienceTransition and ChangeMentoring/Performance Management Team ManagementI.T SupportCustomer ServicesITIL Continual Service Improvement Six Sigma Continual Service Improvement Business relationship managementService Delivery business take onGlobal Service DeliveryClient management Business changeData analytics
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