Martyn Hepple
IT Service Operations Lead @Sage
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WORK HISTORY
IT Service Operations Lead @Sage
To drive operational excellence & service improvements, lead major incidents, head change enablement, problem, config and availability management and continuously improve the service management framework along side reviewing operational processes to drive service maturity growth. Build strong relationships with both internal and external IT service teams ensuring their needs are met, aiding customer satisfaction.Ensure the availability, performance, resilience and continuous review of over 350 internal services to aid and support operational requirements. Create, review and manage the ongoing CSIP (Continual Service Improvement Program) to support all internal processes and services.Lead high-impact initiatives and collaborate with cross-functional teams and business stakeholders.Take ownership of managing major incidents and critical service outages, coordinating resolution efforts and stakeholder communication.Oversee and evolve key processes including Major Incident, Problem, Incident, Change, CSI, Availability, and Configuration Management.Drive and manage continuous service improvements and contribute to service maturity growth, improving effectiveness and quality of service.Understanding of operational risk, business issues and service delivery challenges to forward plan and to ensure high levels of customer satisfaction and service.Work within an Agile Service Management environment and influence technical decisions, support audits and maintain compliance and security.Collaborate across all of the IT function, Customer Services, Cyber Defence, AI and strategic partners. Act as a communicator who can translate complex technical issues providing the interface between vendors and key business stakeholders.Mentor team members and foster a culture of collaboration and excellence.
SKILLS
ABOUT MARTYN HEPPLE
Over 20 years experience in IT, with 10+ years of leadership experience.ITIL v4 qualified.Back in 2003 I started my working life as an Apprentice IT Systems Administrator for Jennings Motor Group travelling the North East in an Escort Van with a built in tape player supporting all IT related issues. Within the great 15 years at Jennings after a number of promotions I worked my way up to Group IT Manager. In September 2018, Jennings were acquired by Lookers PLC. After the acquisition phase was complete I was made IT Service Manager for Lookers responsible for IT delivery in all VWG, Audi, Mercedes, Kia and Ford dealerships across the UK.After 3 great years with Lookers I took the next step up in my career where I decided to move to a new sector and leave the PLC world to become Head of IT at The Inn Collection Group where I was responsible for all aspects of IT operations, service, security and strategy including Data management. I overseen all our infrastructure/system projects and new acquisitions to the group in which there were 16 new Inn refurbs/reopening\'s and 6 acquisitions during my 3 years. This move was brilliant for my development as it made me a much more rounded IT professional after 18 years in the motor trade.One key goal at The Inn Collection was to embed the IT function as the group continued it\'s rapid growth. After growing the internal team, embedded sections of the ITIL service framework to support the 24/7 hospitality operations, moved MSP, launched the group\'s first IT Service portal and led the payment provider change across all sites, The opportunity came to join a major FTSE 100 company and global enterprise Sage as IT Service Operations Lead joining the service delivery team to champion my passions delivering high-quality IT services. Part of my role is to drive operational excellence, championing service improvements, leading major incidents, heading change enablement, problem, config and availability management and continuously improve the service management framework along side reviewing operational processes to drive service maturity growth. Build strong relationships with both internal and external IT service teams ensuring their needs are met, aiding customer satisfaction which supports the ongoing CSIP (Continual Service Improvement Program).When I\'m not working and in the nice weather I am usually found on a Golf course, and I\'m proud to say I\'ve been an NUFC season ticket holder for over 27 years.
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