Mark Julian

Experience

• 

  Data Interchange Plc

  Mar 2007 - Aug 2012

  Responsible for global support operations for 5000+ customers & 30+ distributors:• Managed support team of 5 UK & 3 overseas staff, setting objectives and carrying out performance appraisals, training, coaching and mentoring to achieve company standards and deliver first class service to 5000 clients and 30 distributors worldwide• Acted as escalation point for complex, technical & customer service issues, driving successful resolutions to key issues and ensuring high levels of customer satisfaction• Represented the business with key corporate clients as ambassador and technical lead, including input to business proposals, developing and maintaining strong client relationships and creating increased commercial opportunities• Implemented ITIL framework project for support team, improving performance by reducing time to solve issues and implementing first-time solutions to problems• Ran multiple successful projects with typical values in parallel with major contracts, integrating DI software with client accounting, ERP & IS systems• Implemented internal training projects for support team to enhance personal development of staff leading to improved motivation & morale, and business results Show less Responsible for delivery of key Managed Service to VW Group UK• Managed project to deliver key managed service with annual value in excess of £250k to VW UK as part of their £multi-million infrastructure upgrade• Successfully delivered service through transition to business as usual exceeding all time, budget and quality criteria• Liaised closely with all stakeholders supplying technical information and advice to ensure successful integration with related systems and smooth change implementation• Developed on-going service improvement management in conjunction with customer stakeholders, cementing existing relationships and increasing commercial opportunities Show less Responsible for delivering 1st, 2nd & 3rd line support plus on site installations & trainingPreparation of customer-specific training materials and documentation of customer installationsOn site installations, troubleshooting & training for customers throughout UK3rd line problem solving with internal development team and external third parties2nd line resolution of more complex customer issues – IP communications & security in particularTelephone, email & remote 1st line support with high first-time resolution rates Show less

  • Support Manager

    Nov 2010 - Aug 2012

  • Service Delivery

    Mar 2010 - Nov 2010

  • eCommerce Consultant

    Mar 2007 - Mar 2010
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  Foresite Systems

  Jan 2013 - Aug 2014

  Senior Project Manager - GEMS

  Delivering multiple projects with values in the range $USk50-$USk500 based around the market leading software in the Environmental Compliance business spaceManaging project development, defining project scope, goals and deliverables to support customer objectives with international Blue Chip companiesAnalyzing and reporting on project risks, costs & benefits, making relevant recommendations to customers and internally as necessary and proactively managed changes in scopeDeveloping and delivering proposals, requirements, presentations and progress reports, as well as system documentation for clientsReviewing and analyzing business systems, tools and information required to meet project objectives, making and implementing necessary recommendationsWorking closely with Development Team, specifying requirements, monitoring development and testing solutionsGrowing and developing business relationships with new and existing clients, maximizing business potential through ensuring customer satisfaction Show less

• 

  Avantec Healthcare Ltd

  Sept 2014 - now

  Project Manager

  Delivering healthcare inventory solutions by running implementation projects at UK hospitals primarily throughout the UK Midlands & Wales for Avantec Healthcare Ltd. Projects range in value from c£k200 to c£m2+ and from small trial systems to large production systems. Projects require liaison with Trust personnel at all levels, determining locations and converting to plans, managing project teams to achieve project goals and assisting in benefits analysis.Avantec Healthcare Ltd is the market leader in the supply of solutions to the NHS to automate management of both Pharmacy & Supplies inventories. As sole distributor of the Omnicell range and now a member of the Omnicell Group, we provide solutions for Healthcare Trusts to ensure patient safety & compliance, improve efficiency and reduce costs in their inventories. Adhering to budgets & timescales and ensuring delivery of relevant KPIs are core to project success. Show less