Mark Ian Barnes
Warfield,United Kingdom
Summary
A highly skilled and highly regarded professional with over 5 years of Principal Service Management experience in Vodafone's VBSE Sector. Experienced at embedding ITIL Service Management Principles and Best Practice process delivery. V3 ITIL Foundation Certified, with a proven track record in communicating effectively between C-Suite SLT and cross-functional operational teams. Holds government security clearances including SC, SC+ and Developed Vetting (DV). Known for being a respected team worker and mentor, with commercial awareness of the VBSE Industry Sector and its ambitions. Career goals include furthering expertise in service management and contributing to the strategic objectives of leading organisations.
Overview
30
30
years of professional experience
14
14
years of post-secondary education
1
1
Certification
Work history
VBSE Principal Service Manager
Vodafone UK
Farnborough, Hampshire
09.2017 - Current
- Consistently driven continuous service improvement to increase customer satisfaction and Net Promotor scores (rNPS).
- Personally responsible for onboarding high profile in-life ITIL best practice processes against timely contractual milestone delivery dates to achieve the Customer's required account governance approval.
- Driven improved incident response and resolution times through collaboration with other operational areas to meet, or exceed contracted Service Levels, resulting in higher client satisfaction rates.
- 22 Years experience in implementing and embedding Service Management operational principles including CSIP, CER, SDP and Central Risk/ Issues registers and Exit Plans.
- Have obtained and maintain required government security clearances including SC, SC+ and Developed Vetting (DV).
GCF/ Home Office Secure Hosting Service Manager
Vodafone UK
Newbury, West Berkshire
10.2005 - 09.2017
- Personally responsible for the service wrap implementation and operational management of the Home Office ‘Blue light’ Emergency Services Networks in the UK supporting Police, Fire & Rescue and Ambulance Network services through the Assure; Change; Problem and CSIP processes within Vodafone.
- Acted as a single point of escalation for Blue Light Senior Stakeholders for service issues experienced. Represented the ‘Voice of the Customer’ internally within Vodafone Operational teams.
- Collaborated and supported Sales teams in providing Bid responses to new contract negotiations and contract renewals. Help to protect margin and increase revenue through limiting Service Credit penalties and identifying new Sales propositions within a customer organization.
- Established clear lines of communication and processes between Operational management and staff, fostering a harmonious working environment.
Service delivery manager
Fibernet
Basingstoke, Hampshire
03.2001 - 10.2005
- Established a close working operational Customer Service Relationship with my assigned customer base of Enterprise customers in the Banking and Pharmaceutical industries.
- Embedded a Problem Management process within the Organization through coordinating the resolution of repeat issues experienced with the Technical Agencies both internally and Customer Stakeholders. Updating customers on progress made; creating an Action Plan with Milestone dates for delivery, and implementing a Known Error Database within Fibernet adopting ITIL working principles.
- Produced monthly service performance reports against contracted Service Levels and OLA documentation.
- Produced and managed LWIs/ Customer facing support documentation for Cross- Operational functions for Order; Assure; Change and Billing functions within the Business.
Telephony/ Cable TV Network Planning Engineer
Comtel/ NTL
Reading, Berkshire
05.1995 - 03.2001
- Personally responsible for the planning, design and implementation of Residential and Commercial Telephony, Cable Television and Digital networks throughout the South of the UK.
- Experienced in working with both copper and fiber optic cables; including the production of Working and As- Built document records on both PDH and SDH network types using GIS and CAD software.
- Experienced in producing detailed Risk Assessments and reports from finished network diagram plans to producing civil engineering construction drawings.
Education
BSC (Hons) - Degree in Building Surveying
University of Greenwich
Dartford, Kent 09.1991 - 06.1994
BTEC First Diploma - Construction
Reading College of Technology
01.1988 - 01.1991
BTEC National Diploma - Building Surveying
Reading College of Technology
01.1988 - 01.1991
8 GCSE’s - Including Mathematics, English and Science (grades B-D)
Bulmershe Comprehensive School
Woodley, Reading 01.1983 - 01.1988
ITIL Foundation - V3
ITIL Foundation - V1
Skills
- Experienced in embedding ITIL Service Management Principles and Best Practice process delivery (SDP/SAM/CER/CSIP/CMDB/ Risk & Issue Logs, Exit Plans)
- V3 ITIL Foundation Certified
- 5 Years experience of Vodafone's VBSE Sector & Customer's Market ambitions
- Experienced in communicating between C-Suite SLT and cross- functional operational teams
- Have obtained and maintain the required government security clearances including SC, SC and Developed Vetting (DV)
- Respected Team worker and Mentor
- Commercially aware of the VBSE Industry Sector and ambitions within VBSE
Personal Information
- Date of birth: 12/31/71
- Marital status: Married
Custom
- Motorbike and Car enthusiast
- House Renovation
- Reading Action/ Thriller Novels
Affiliations
- • Motorbike and Car enthusiast owning 2x Classic Cars and belonging to the BADCCC Classic Car Club.
- House Renovation - Currently restoring an old 1950's Post Office into a 3 Bedroom Bungalow with my Wife in our spare time.
- I love to read Action/ Thriller Novels in my spare time, or by Audio books when in the Gym.
Certification
- BSC (HONS) Degree in Building Surveying
- 2013 ITIL Foundation (V3)
References
References available upon request.
Timeline
VBSE Principal Service Manager
Vodafone UK
09.2017 - Current
GCF/ Home Office Secure Hosting Service Manager
Vodafone UK
10.2005 - 09.2017
Service delivery manager
Fibernet
03.2001 - 10.2005
Telephony/ Cable TV Network Planning Engineer
Comtel/ NTL
05.1995 - 03.2001
BSC (Hons) - Degree in Building Surveying
University of Greenwich
09.1991 - 06.1994
BTEC First Diploma - Construction
Reading College of Technology
01.1988 - 01.1991
BTEC National Diploma - Building Surveying
Reading College of Technology
01.1988 - 01.1991
8 GCSE’s - Including Mathematics, English and Science (grades B-D)
Bulmershe Comprehensive School
01.1983 - 01.1988
ITIL Foundation - V3
ITIL Foundation - V1
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