Mark Hunter
Global Head of IT Service Management, Operations & Enterprise Platform @WTW
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WORK HISTORY
Global Head of IT Service Management, Operations & Enterprise Platform @WTW
London, GB
Delivering enterprise-wide technology transformation through the design and implementation of a global IT service management organisation at WTW, replacing a managed service provider and directly achieving approximately $8M in annual cost savings and a broader program saving of approx.$20M. Responsible for global service desk operations, on-site and walk-up support, major incident management, regionally structured service delivery, continual service improvement, quality assurance, ITSM process ownership and governance, service asset and configuration management, and the enterprise ServiceNow platform. The organisation comprises approximately 350+ colleagues across 16 countries with a budget of approx. £30M.
EDUCATION
University of Brighton
BSc (Hons), Computer Studies
SKILLS
ABOUT MARK HUNTER
Dynamic Senior Technology Leader with over 20 years of experience driving enterprise-wide, customer-centric service delivery. Proven track record of leading transformational initiatives that increased customer satisfaction by 40%, delivered up to $100M in operational savings and significantly reduced major incidents and escalations. Deep expertise in ITIL and ServiceNow, applied across diverse roles to streamline operations and elevate service quality. Effectively led globally distributed teams of 350+ professionals across 16+ countries, with direct oversight of operational budgets up to $100M.Adept at partnering with C-level stakeholders to define long-term vision and shape enterprise-wide strategy. Demonstrated success in leading major transformation initiatives, including service outsourcing / insourcing, staff augmentation, enterprise self-service deployment, operating model optimization, and the integration of automation and AI across complex, multinational organisations. Recognised for building high-performing teams, solving intricate business challenges, and consistently delivering enhanced business value while driving significant cost reductions.
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