Mark Hefter
Infrastructure Services Lead @Severn Trent
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WORK HISTORY
Infrastructure Services Lead @Severn Trent
SKILLS
ABOUT MARK HEFTER
Personal ProfileSevern Trent have moved towards agile project delivery within technology. This has allowed me to use my service and interpersonal skills as a Business Partner and Product Manager. This enables me to help bridge the gap between technology and the business in identifying capability gaps and bringing this demand into technology to fill the gaps, bringing early value to the business with our agile delivery method. As a product manager I ensure our delivery meets the requirements of the business and is released to the business when they are ready to accept the changes.I am a highly motivated team player with extensive experience of IT Support and service delivery, with a keen focus on the service delivery and customer focus aspects within the support function. I am a strong manager with skills in service desk management, managing a team of technical engineers providing IT services across a national UK leading accountancy firm, pulling teams together from legacy practices into a single unified and strong team.Proven service manager experience, working with a team of 14 staff to deliver an excellent IT service. This included building a new team to deliver a support function and providing performance reviews to the help development of the team. Key Skills• 23 years of experience providing customer support and management• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty• Strategic-relationship/partnership-building skills - listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes• Introducing SLA’s in line with Business requirements• Strong understanding of SLA’s ability to influence• Strong team manager who improves his team through appraisals and knowledge training and sharing• Relationship management with both internal and external suppliers• Strong awareness of ITIL framework • Project Manager experience delivering results on budget and within tight timescales • Offering support to a firm of circa staff• Tenacity• Desire to drive solutions• Resilient
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