Mark Tumilty
Head of Service Delivery @Kainos
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WORK HISTORY
Head of Service Delivery @Kainos
Belfast, GB
Senior leader with full accountability for a £30M+ delivery portfolio across Public, Health, and Commercial sectors. Responsible for scaling services, growing senior talent, and driving commercial and client success across 60+ accounts.Own end-to-end delivery for a £30M+ revenue portfolio, managing 150+ staff and consistently achieving high client satisfaction (NPS >70).Drive commercial performance with hands-on strategic oversight -maximising utilisation (>88%), maintaining margins above 65%, and improving delivery efficiency across a diverse account base.Serve as senior escalation point and trusted advisor on complex, high-stakes accounts (e.g, UN, FCDO, NHS), leading commercial negotiations and delivery resets to retain business and rebuild strategic partnerships.Set strategic direction for senior service managers, aligning team goals with evolving client needs, delivery excellence, and organisational culture.Led the Delivery stream in achieving AWS Managed Services Partner (MSP) certification, shaping partner benefits for AWS MSP 2.0.Forge strategic alliances with AWS and ServiceNow, developing joint go-to-market initiatives and business cases that fuel long-term growth.Collaborate with business units to scale the practice, contributing to workforce planning, capability development, and meeting 20%+ annual growth targets.Champion scalable, sustainable delivery models by embedding continuous improvement, modern tooling, and best-practice frameworks across all sectors.Mentor and develop a strong senior management community, supporting succession planning and onboarding new function heads.Drive cross-practice consistency in processes, tooling (Jira SD, ServiceNow), and governance across engagements.Represent Kainos externally at industry and partner events, including keynote speaking at Chief Wine Officer forums.
EDUCATION
Ulster University
MSc, Computing & Information Systems
Dublin City University
CERT - Theology & Lifelong Education, Theology and Religious Vocations
Queen's University Belfast
BSC (Hons), Information Management
SKILLS
ABOUT MARK TUMILTY
Strategic IT and Managed Services Leader with 25+ years\' experience in delivering operational excellence, commercial growth, and service transformation across Public Sector, Health, and Commercial domains. Proven ability to lead £30M+ portfolios, manage 150+ staff, and consistently exceed profitability, utilisation, and client satisfaction targets.Specialist in transforming legacy support models into scalable, ITIL-aligned services. Delivered 65%+ profit margins across 60+ accounts, achieved NPS >70, and staff utilisation >88%. Recognised for calm, credible leadership and building high-performing teams that deliver outcomes.Combines strategic thinking with hands-on pragmatism. Known for aligning services with business goals, mentoring future leaders, and influencing executive decision-makers.
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