Mark Jones
Treharris
Summary
Accomplished professional with expertise in service delivery and operations management, specialising in retail IT and support environments. Demonstrates proficiency in SLA, incident, and problem management, ensuring seamless stakeholder and client relationship management. Adept at continuous improvement and process optimisation, with a strong track record of setting and monitoring KPIs. Possesses excellent time management skills and a thorough understanding of ITIL principles. Committed to driving operational excellence and enhancing service quality through strategic initiatives.
Overview
19
19
years of professional experience
Work history
Customer Service Delivery Manager
Vista Technology Support LTD
2019.01 - 2022.01
- Manage the end-to-end delivery of retail support services, ensuring consistent performance and customer satisfaction
- Act as the primary point of contact for clients, maintaining strong relationships and clear communication
- Monitor and manage SLAs, KPIs, incidents, and escalations to ensure service targets are met
- Work closely with technical and operational teams to resolve issues efficiently and prevent recurrence
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience
- Produce service reports and performance insights for internal teams and clients
- Facilitated cross-departmental collaboration, enhancing organisational synergy and effectiveness.
Senior Field Service Engineer / Installation Engineer
Vista Technology Support LTD
2004.01 - 2019.01
- Deliver advanced field support for EPOS systems in high-volume retail environments
- Install, configure, and maintain EPOS hardware and software including tills, back-office servers, peripherals, and payment devices
- Diagnose and resolve complex faults across EPOS applications, Windows/Linux OS, and store networks (LAN/WAN, routers, switches)
- Act as technical escalation for major incidents, providing root cause analysis and permanent fixes
- Lead EPOS rollouts, upgrades, and migrations with minimal disruption to trading
- Support integrated systems including payment platforms, pin pads, barcode scanners, receipt printers, and cash drawers
- Accurately log work, configurations, and parts usage via ITSM / field service tools
- Mentor junior engineers and share best practices to improve first-time fix rates
- FSE Health & Safety representative for over 70 employees
Workshop Engineer
2003.01 - 2004.01
- Diagnose and repair printers and peripherals to a high standard
- Record all details on company database
- Telephone support to field service engineers
Education
GCSE's - English Language, English Literature, Maths, Science, Welsh, Business Studies, Geography, History
Afon Taf High School / Merthyr College / Coleg y Cymoedd
1997.01 - 2002.01
ITIL v5 - IT Service Management
ITIL
Cardiff 2024.03 -
Skills
- Service Delivery & Operations Management
- Retail IT & Support Environments
- SLA, Incident & Problem Management
- Stakeholder & Client Relationship Management
- Continuous Improvement & Process Optimisation
- KPIs setting and monitoring
- Time management excellence
- ITIL principles knowledge
References
References available on request
Timeline
ITIL v5 - IT Service Management
ITIL
2024.03 -
Customer Service Delivery Manager
Vista Technology Support LTD
2019.01 - 2022.01
Senior Field Service Engineer / Installation Engineer
Vista Technology Support LTD
2004.01 - 2019.01
Workshop Engineer
2003.01 - 2004.01
GCSE's - English Language, English Literature, Maths, Science, Welsh, Business Studies, Geography, History
Afon Taf High School / Merthyr College / Coleg y Cymoedd
1997.01 - 2002.01