Mark D.
IT Infrastructure & Operations Lead @SSE plc
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WORK HISTORY
IT Infrastructure & Operations Lead @SSE plc
SKILLS
ABOUT MARK D.
I lead the delivery of mission-critical IT services across 24/7 global operations, directing geographically dispersed teams of direct and indirect reports. With over eight years of IT service delivery management experience and ITIL certifications in Service Management, Service Desk, and Incident Management, I ensure operational excellence and business continuity at scale.My expertise spans process optimization, people leadership, customer experience, financial stewardship, vendor relations. Partnering closely with senior executives and operational leaders, I drive performance improvements across complex technical ecosystems—resolving major incidents, mitigating risk, and enhancing system reliability.I continuously evaluate SLAs and KPIs to identify improvement opportunities, shape IT strategy roadmaps, and implement service innovations that elevate user experience. Recent initiatives include deploying self-service solutions and IT tech bars that streamlined support operations, increased first-contact resolution rates, and improved overall service efficiency.
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