Mark Tumilty
Newry,Down
Summary
Strategic IT Leader with over 25 years' experience delivering and scaling complex managed services across public, commercial, and healthcare sectors. Proven ability to transform legacy support operations into modern, high-performing service functions aligned to business goals, client expectations, and evolving technology landscapes. Known for driving continuous improvement, embedding ITIL and agile practices, and balancing stability with innovation. A commercially sharp operator and calm, decisive leader, skilled in service strategy, programme delivery, stakeholder engagement, and building expert teams that consistently deliver measurable outcomes. Comfortable leading change, challenging the status quo, and modernising services to meet the demands of today's organisations.
Overview
31
31
years of professional experience
2072
2072
years of post-secondary education
1
1
Certification
Work history
Head of Managed Services (Interim)
Kainos
Belfast, Antrim
11.2023 - 05.2025
- Leading the definition of a Practice strategy for Kainos
- Leading the definition of the go to market offerings and commercial proposition for the Practice
- Establishing a Practice delivering strategy, implementation, and ongoing management services, achieving, or exceeding annual SOV, Revenue Targets and Practice contribution as agreed with the BU Director
- Developing and managing strong and trusted partner relationships with Senior/C-level personnel within the practice.
- Forecasting staffing demand and works with the BU Operational team to incorporate into the BU Workforce plan to ensure that appropriate capacity and capability exists within the business.
- Accountable for establishing supply partnerships to support the practice.
- Accountable for the implementation of the quality assurance process for all practice strategy, implementations, or managed services, developing a reusable delivery methodology which adheres to best practice
- Identifying and managing risk within the practice, putting in place mitigation measures where possible and escalating to the BU/Company risk register when appropriate
- Ensuring alignment of messaging through all stages of the sales & delivery lifecycle (sales generation, order creation, project delivery) and within all supporting collateral
- Educating and motivating the Business Development function to deliver SOV targets for the Practice.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Applied positive customer service approach to increase satisfaction levels.
Service Director
Kainos
10.2016 - 05.2025
- Responsible for the operations of a LiveOps support service comprising over 120 engineers and over 80 clients.
- Responsible for ensuring that Kainos' services and solutions meet client needs, targeted profit margins are achieved or exceeded, Kainos quality standards are fully adhered to and that staff development at all levels is achieved.
- Takes on senior project or programme management responsibilities as required, managing project managers and their teams.
- Develops senior client relationships and handles client issues to mutual benefit of both client and Kainos.
- Seeks innovative ways of winning and delivering profitable new business to Kainos.
- Works closely with the Sales team to develop and deliver a strategy for adding value to the clients, ensuring that expectations are managed proactively and any issues arising are dealt with promptly and appropriately.
- Drives the future growth of Kainos by leading continuous improvement initiatives within the Management Capability while ensuring alignment with the Technology and Consulting capabilities.
Head of Delivery
Kainos
01.2022 - 11.2023
- Accountable for leading the delivery of the practice across all 3 sectors, overseeing a £25m+ portfolio.
- Responsible for ensuring successful and efficient delivery across multiple engagements, maintaining high-quality standards, and achieving or exceeding profit margins.
- Takes a hands-on role in key accounts, acting as a trusted advisor to senior client stakeholders and driving digital delivery solutions to address business challenges.
- Develops and executes strategic direction for senior service managers to ensure operational efficiency and excellence across all engagements.
- Works closely with business unit operations to scale the delivery practice, supporting annual revenue growth targets of 20%+.
- Drives continuous improvement in delivery models, ensuring they are sustainable, profitable, and aligned with company culture.
- Coaches, mentors, and develops senior service managers to enhance capability and performance across the practice.
- Establishes and maintains strong relationships with senior stakeholders, influencing strategic decisions and ensuring delivery excellence.
- Collaborates with other sectors, practices and business units to share best practices in technology and process improvements.
- Builds and nurtures a strong business network within the industry and fosters strategic partnerships to enhance Kainos' market position.
Service Delivery Manager
Kainos
03.2013 - 10.2016
- Responsible for establishing, operating and ensuring adherence to business and service management process and procedures.
- Extensive experience of working closely with clients, building sound client relationships.
- Experience in negotiating Service Level Agreements, support contracts and 3rd party contracts.
- Sound commercial awareness and understanding of service management dynamics and the interaction with project delivery.
- Specialised in the delivery of agile support services for central Government.
- Overall responsibility for the management and delivery of the Government Support which entailed 14 work-streams across 11 accounts. This included high profile accounts such as Cabinet Office and DVLA incorporating several client service managers and their staff.
- Performed additional BU roles such as Enterprise Compliance manager for Quality assurance and commercial manager for KIM ITSM.
Client Service Manager
Kainos
04.2011 - 03.2013
- Responsible for managing the delivery of IT support services and managing the client-relationship across a variety of projects, encompassing team management, commercial management, reporting, service reviews and continual service improvement.
- This also included working with legal to draw up support contracts and working with finance regarding invoicing and financial transactions against the relevant account.
- Overall responsibility for the management and delivery of the service to high profile clients - The Home Office and UKBA.
- Services included management of business-as-usual support, bespoke project development and supplier management.
- Cross unit responsibilities included contribution to Pre-Sales, ownership and management of ITIL/ISO20000 service management procedures, audits and account management.
- Practical ISO20000 (ITIL) Service Management delivery experience.
Team Manager – Technology Services
Allstate Northern Ireland
08.2008 - 04.2011
- Managed 5 teams of analysts across multiple locations (U.S. & India) working within a multi-disciplinary production support environment.
- Monitored, coordinated and directed several support queues via incident management.
- Managed enterprise software requests via service catalogue requests.
- Agreed work priority with client primarily through formal meetings and ad-hoc conversations as appropriate.
- Set weekly targets with each individual team member through one-to-one meetings and monitored progress on a regular basis.
- Produced team progress and action reports for clients and senior management.
- Worked with the team to improve process and noticeably increase team productivity.
- Signed off on all technical deliverables.
- Identified, logged and addressed project risks and issues, escalating where necessary.
- Oversaw implementation and administration of online change control process to facilitate project needs.
- Produced detailed weekly project reports and resource plans/schedules.
Business Analyst/Project Manager – DMEA
Allstate Northern Ireland
09.2006 - 08.2008
- Managed development projects through entire lifecycle from requirements gathering, quote preparation, implementation and closure.
- Developed and maintained external client relationship, communicating with client on project requirement gathering and project progress.
- Coordinated internal resources at all stages to deliver projects on time and within budget.
- Ensured correct and timely billing of projects.
- Prepared Project Management Plans.
- Managed team delivery in the face of frequently changing and evolving requirements and specifications.
Technical Consultant – Product Technology
Allstate Northern Ireland
07.2004 - 09.2006
- Managed requirements emanating from the three workstreams within the Managed Service Division.
- Coordinated resources from across those three streams in producing project technical deliverables.
- Chaired Steering Committee meetings with representation from the three streams.
- Provided technical assistance to team through training, mentoring and coaching as required.
- Technology stack: Collaboration - SharePoint, Teamsite, Blackberry support, Exchange, Morello.
Senior Programmer
Allstate Northern Ireland
09.2002 - 07.2004
- Maintained the Web Quote and Bind application, ensuring the release of quality fixes for production issues in the next available Service Pack.
- Completed all Compliance, discretionary and enhancement projects.
- Prepared, reviewed and approved process documentation.
- Provided technical assistance to team through training, mentoring and coaching as required.
- Developed web-based applications to enable the production of online insurance quotes and creation of new products in line with business needs and development strategy.
- Technology stack: Internet - Visual Basic 6, JavaScript, VBScript, HTML, ASP, DB2.
Programmer - CTS
Allstate Northern Ireland
06.2000 - 09.2002
- Supported the claim master file which held complete information on every claim processed for property, casualty, indemnity and commercial lines of insurance.
- Developed assigned modules of software program for clients.
- Technology stack: Legacy - Assembler, JCL, COBOL.
Production Line Manager
Moy Park Ltd
09.1995 - 06.2000
- Led a team of 30, including a line leader and supervisor, ensuring effective execution of plans and adjusting strategies as needed to meet operational goals
Trainee Manager
Haldane Fisher
09.1994 - 09.1995
- Supervision of Sawmill staff.
Education
ITIL V4 Strategic Leader - Digital and IT Strategy
ITIL V4 Managing Professional (MPT) - undefined
Kainos Leadership Programme - undefined
Kainos MAP
AWS Business Professional - undefined
Amazon Web Services
Agile Project Management – Practioneer - undefined
01.2014 - Current
Cert (distinction) - Theology & Lifelong Education
Mater Dei University
ITIL Intermediate certifications - Service Strategy, Design, Transition, Operations, CSI
01.2013 - Current
Professional Scrum Master - undefined
Scrum Alliance
01.2013 - Current
Itil V3 Foundation - undefined
01.2012 - Current
Chartered Information Technology Professional - undefined
BCS
MSc Computing & Information Systems - undefined
Ulster University
Skills
- Strategic Leadership & Business Planning
- IT Service Management (ITIL v4 SL, MP)
- P&L Ownership & Commercial Growth
- Multi-Sector Client Management (Public, Health, Commercial)
- Service Portfolio Design & Modernisation
- High-Performing Team Leadership & Coaching
- Continuous Improvement & Quality Assurance
- Agile & Traditional Delivery Models
- Executive Stakeholder Engagement
Personal Information
Title: Service Director
Affiliations
- Working out in the gym
- board games
- movies
Accomplishments
- Delivered record-breaking £28–£30M in Managed Services revenue (vs £20.5M target)
- Led 150+ staff across Public, Health & Commercial sectors with 88% utilisation and NPS >70
- Achieved 65% average margin across 50+ accounts through strong commercial and delivery discipline
- Stabilised leadership and initiated transformation strategy as Interim Head of Managed Services
- Standardised delivery and governance to support scalable, ITIL-aligned service models
- Rebuilt trust with sectors and improved collaboration despite limited PSM resources
- Known for pragmatic leadership, challenging the status quo, and delivering outcomes that matter
Certification
· ITIL V4 Strategic Leader: Digital and IT Strategy, 2022
· ITIL V4 Managing Professional (MPT), 2021.
· Kainos Leadership Programme, Kainos MAP, 2017.
· AWS Business Professional, Amazon Web Services, Dec 2015.
· Agile Project Management – Practioneer (APMG), since 2014.
· Cert (distinction), Theology & Lifelong Education, Mater Dei University, Dublin, 2014.
· ITIL Intermediate certifications – Service Strategy, Design, Transition, Operations, CSI, since 2013.
· Professional Scrum Master (Scrum Alliance), since 2013.
· Itil V3 Foundation, since 2012.
· Chartered Information Technology Professional CITP, BCS, Feb 2007.
· Certificate in Management, WLB training, July 1998.
Timeline
Head of Managed Services (Interim)
Kainos
11.2023 - 05.2025
Head of Delivery
Kainos
01.2022 - 11.2023
Service Director
Kainos
10.2016 - 05.2025
Agile Project Management – Practioneer - undefined
01.2014 - Current
Service Delivery Manager
Kainos
03.2013 - 10.2016
ITIL Intermediate certifications - Service Strategy, Design, Transition, Operations, CSI
01.2013 - Current
Professional Scrum Master - undefined
Scrum Alliance
01.2013 - Current
Itil V3 Foundation - undefined
01.2012 - Current
Client Service Manager
Kainos
04.2011 - 03.2013
Team Manager – Technology Services
Allstate Northern Ireland
08.2008 - 04.2011
Business Analyst/Project Manager – DMEA
Allstate Northern Ireland
09.2006 - 08.2008
Technical Consultant – Product Technology
Allstate Northern Ireland
07.2004 - 09.2006
Senior Programmer
Allstate Northern Ireland
09.2002 - 07.2004
Programmer - CTS
Allstate Northern Ireland
06.2000 - 09.2002
Production Line Manager
Moy Park Ltd
09.1995 - 06.2000
Trainee Manager
Haldane Fisher
09.1994 - 09.1995
ITIL V4 Managing Professional (MPT) - undefined
Kainos Leadership Programme - undefined
Kainos MAP
AWS Business Professional - undefined
Amazon Web Services
Cert (distinction) - Theology & Lifelong Education
Mater Dei University
Chartered Information Technology Professional - undefined
BCS
MSc Computing & Information Systems - undefined
Ulster University
ITIL V4 Strategic Leader - Digital and IT Strategy
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