Mark Derry

Experience

• 

  FT Profile

  Sept 1989 - Jan 1994

  Coordinating and gatekeeping the Production software release process. Writing Assembly Language CICS code on IBM mainframe.

  • Release Manager

    Jan 1992 - Jan 1994

  • Technical Programmer

    Sept 1989 - Jan 1992
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  Financial Times Information

  Jan 1994 - Jan 2000

  Head of Support

  I managed large teamsThese provided:-Customer Support for Web site and "dial-up" subscription services.Billing and Internal Systems Supportand CD-ROM ProductionMy personal achievements• Negotiate SLAs (Service Level Agreements)• Maintained a Service of 99.5% for 24 x 7• Large Office Relocation with negligible disruption• Established 24x7 support for our global market• I was been heavily involved in recruiting new staff across the whole department.• Personal Performance reviews for team members and standard staffing management • Derived & published KPIs (Key Performance Indicators)• Budget submission• Major Project work Show less

• 

  Lexis Nexis

  Jan 1999 - Jan 2000

  Head Of Systems Support

  Business Transition roleManage all Telecoms related issues relating to the Business Transition from FT to LNE i.e. Customer migration to new products. The different data feed requirements of varied products Manage 5 out of the 8 decommissioning projects including.. Hardware and Software Audit; Managing Leased Lines Adjusting Support requirements

• 

  Cartesian

  Mar 2001 - Aug 2009

  Trained up and Managed a Support team at Virgin Media.saving Virgin Media a seven figure sum in otherwise lost revenue. Cartesian was a small company undergoing rapid controlled growth.I came in to define and create a Support Team to provide user support to Cartesian software products and hosted services. This included recruiting and training a team,and specifying, evaluating and purchasing a CRM system.

  • Senior Consultant

    Jun 2006 - Aug 2009

  • Head of Support

    Mar 2001 - Jun 2006
• 

  AmberFin

  Jan 2011 - Jan 2014

  Service Delivery & Support Manager

  Running a Global Application Support Team providing high-end technical Support and Service Delivery to B2B customers around the world.Grown the Support Team and introducing large changes - such as moving to 24x7 Support.Grown the Support Revenue by over 350% in 3 yearsImplementing many Salesforce.com changes and inituatives.I also managed the Internal IT for over a year and introduced several business continuity measures.

• 

  Dalet Digital Media Systems

  Apr 2014 - May 2014

  Transition Project Manager

  Ran a Transition project to handover all UK based Amberfin Application Support functions to Paris based Dalet staff.

• 

  Red Bee Media

  Mar 2016 - Nov 2018

  Senior Service Delivery Manager

  Running a 24x7 team to provide second & third line operational support for the playout and operation of interactive services across several major broadcasters. Also instrumental on a major Service Transition Project.

• 

  Saadian Technologies

  Dec 2018 - Jun 2019

  Service Desk Manager
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  Office for National Statistics

  Nov 2020 - May 2021

  CEM
• 

  IBM

  Jan 2021 - Jan 2023

  Service Manager

  Managing a national public facing service for the Police. This involved working closely with the City of London Police and several subcontracted companies including offshore software houses, hosting and Call canters and managing the service interface between them. This role also extended to covering Incident Management and Transition Manager.