Mark Hickey
Service Line Owner (Change) @Computacenter
Signup · Get unlimited contacts
WORK HISTORY
Service Line Owner (Change) @Computacenter
Key Success’sTook ownership of Change serviceAgreed and drove direction of new team structure, with Head of ServiceIntroduced a new goverenance model, to ensure service was measured both internally and externallyTransitioned services from Onshore to Offshore environment (within budget, timeline and no service issues)Managed redeployment of affected staff to new opportunitiesIntroduced a new Change process (inbound change)Introduced and influenced a revised communication and training thread to roll out of new Service management tool, as proposed model by project was not delivering expected outcome.
EDUCATION
Alleyne's Boys school
O' levels, English, Physics, Maths, Geography, History, Tech Studies, Chemistry
SKILLS
ABOUT MARK HICKEY
ITIL V3 Certified• Service Desk Manager Qualified• Instigated/Managed investigation to resolution of issues arising from service impacting faults• Experienced with interfacing directly with clients at various tiers of influence from Directors to customer facing staff• Worked in an ITIL conscious environment for over 4 yrs• Over 26 years experience in IT, 19 years of which have been in management.• Area’s of team management – Client Relationship (2 perm – virtual staff as required), Desktop, Server and Installations (12+ staff), Networks (7 staff), Service Desk (30+ staff), Operations• Integrated and built teams, and infrastructure, to support business activities.• In depth experience of Incident, Problem management and good working knowledge of Change management, Service Level Management• Worked with various technologies and teams (networks, unix, storage, web, wintel, Microsoft,) to ensure overall service delivery to customers• Acted as point of escalation for Major/Critical incidents (and BAU high incidents)• Managed onshore and offshore teams to deliver services to rigorous SLAs.• Managed third parties to deliver services to rigorous SLA’s• Project Manager/Sponsor experienced in delivering small to medium scale projects to timescale, quality and budget.• Operated in both public and private sectors• Operated in both an insourced and outsourced environment (including transitioning)
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.