Mark Hazelden

Customer Support Manager Finance & Professional Services @HSO

Manage Team Leads of support consultants delivering application support services to both customers and operational processes. To be responsible for all support issues, whether they are being resolved with the application, development or technical HSO teams or external 3rd parties. To ensure progress of P1 incidents and manage ‘major incidents’ for subset of industry aligned customers. Key role in the transition of new customers to Managed Services and to document/communicate any variants to standard SLAs. Understand the HSO support agreements and in particular SLAs for assignment and response. Assist with ensuring training plans are in place to deal with new customers, products and solutions that are to be supported. Maintain good working relationships with Global Managed Services and to ensure any internal response SLAs are understood by the wider support team. Work closely with the Service and Delivery team to monitor the support delivery for allocated customers. Develop a \'centre of excellence\' in the team, encouraging accreditation and self-learning to give certainty and confidence to existing and prospective customers. Support new bids with pre-sales activity and practice-line expertise. Develop a flexible and committed team, line managing, recruiting, developing, and engendering commitment and enthusiasm. Play key role in continual improvement and growth or workstream and support service.