1. Mark Francis
143 Watermarque, Birmingham B16 8GZ
marktfrancis@hotmail.com T: +44 (0) 7877 085430
Profile
A senior IT professional with a wealth of experience within large corporate organisations across
multiple industry sectors including experience within Enterprise wide shared service environments.
 Award winning record of Service Delivery
 Technical and Organisational development
 Extensive third party management experience
 Outsourced service management experience
 Inclusive, hands-on leadership style
 Change Management and organisational
development
 Unblemished project delivery record
 Business acquisition and Integration
 £Multi Million budget responsibility
 Track record of cost reduction and elimination
 Delivery of the big picture through attention to
the detail
Career
2011 – present Wesleyan Assurance Society Birmingham, UK
Head of IT Operations
2011 – 2012
IT Operations Manager (FTC)
 My main responsibility at the Wesleyan is to move IT Operations forward in order to
establish IT as a trusted supplier to the Business acheived through a mix of technical and
process initiatives aligned with ITIL and underpinned by knowing what good looks like
 Responsible for IT Service Delivery across Wesleyan Assurance.
 Established Change, Incident and Problem Management disciplines across the Society
 Championing technical advancement and alignment between IT teams
 Introduced process mapping and improvement to increase service levels
 Established improvements across MI reporting and incident data analysis
 Key member of all major project teams
 Managed various major incidents to a controlled and satisfactory conclusion
2006 – 2011 Raytheon Systems Limited Harlow, Essex
Head of IT Technical Services and Operations
 Providing IT operations and infrastructure services for 2000 staff with a team of 27 with 4
direct and 23 indirect reports based at four separate locations across the U.K. With
responsibility for all aspects of Service desk, desk side support, LAN, WAN, systems
administration, servers, storage, database and infrastructure disaster recovery. Budgetary
responsibility for £6 million.
 Evolution of the computing infrastructure from a tactical, point solution based environment to a
modular and robust, standards based enterprise infrastructure based on a defined strategy
and architecture. This significantly improved resource utilisation across all aspects of the

2. Mark Francis
143 Watermarque, Birmingham B16 8GZ
marktfrancis@hotmail.com T: +44 (0) 7877 085430
Infrastructure and yielding cumulative cost savings in excess of £2,000,000 per annum.
 Set the strategy for and led the introduction of service virtualisation. Removed 400 physical
servers saving equipment replacement costs of £600,000 over a three year period, £300,000
licensing. A 15% reduction in helpdesk calls and service availability approaching 100% for
critical applications. Additional benefits include a much reduced time to market for new server
requirements and a significantly improved patching and development capability.
 Introduced a managed (BT) MPLS Wide Area Network to improve capacity, response and
cost control. Utilised to enable IP based telephony (Cisco). Reduced voice call costs by
£30,000 per annum. Established network equipment standards and refresh cycles. Introduced
traffic management technology and criteria.
 Outsourced WAN management as well as network and desktop installation, add, move and
change.
 Implemented unattended software delivery across all sites reducing hands on technician time
required for any software rollout or software change
 Implemented delivery processes across all infrastructure resource including PC, Server and
customer software delivery resulting in predictable and consistent delivery of service.
 Introduced managed desktop environment for improved availability and data management
with helpdesk calls falling by 20% and first call resolutions increasing from 52% to 78%.
 Introduced standard reporting metrics for all aspect of IT infrastructure based on SLA’s
constructed with the customer and for monthly review with management.
 Established full scope disaster recovery capability utilising virtualised servers and data across
geographically dispersed locations. This capability was then utilised to construct business
continuity plans across all groups.
 Adopted responsibility for mobile telecommunication and ran as a 6 sigma qualification project
to consolidate services and manage cost out of the business. This resulted in a £240,000 per
annum reduction in recurring cost.
 Introduced ITIL based workstream processes to ensure consistent, measurable and
reportable performance across all operations and infrastructure areas
 Involved in recruitment of approx. 100 staff for the UK Government’s eBorders programme
being the final sign-off for 15 of the hires.
 Various achievement awards including three in 2008. One of these, the Excellence in
Engineering Technology award for my work on the UK Governments eBorders project, was
selected from across the 73,000 employees of Raytheon worldwide.
 Reporting lines to the CIO based in Glenrothes, Scotland and Head of Operations based in
Waltham MA in the US. IT representative to Finance and Supply chain user groups.

3. Mark Francis
143 Watermarque, Birmingham B16 8GZ
marktfrancis@hotmail.com T: +44 (0) 7877 085430
2001 – 2006 Rockwell Automation Rotterdam, Netherlands
IT Operations Manager, EMEA Shared Service Centre
 A track record of consolidation and modernisation in terms of both technology and
organisation with the establishment of the European Shared Services Centre in Holland. This
was a part of a $50,000,000 organisational restructuring project.
 Organisational management across the region including management of headcount reduction
from local IT teams and management of remaining local support.
 A dual reporting role to the VP of IT Operations in the USA and the Director of IT in Brussels, I
was a key resource in establishing Rockwell’s Shared Service Centre in the Netherlands.
 Member of European Governance team; Global IT architecture team; Site leadership team.
 Technical SME for Offshoring activities to India and Eastern Europe for applications and
Infrastructure service provision.
 Recruited shared services IT organisation of 39 people from both internal and external
resources and established technical standards, operating processes and procedures for a
centralised helpdesk and technical service organisation supporting 3200 users in 19
countries.
 Established and agreed operating and capital budgets totalling $19M with business
management. Overall responsibility for delivering these budgets.
 Implemented an IP based telephony solution supporting 1800 users including 10
customer facing call centres in 10 different countries.
 Managed regional infrastructure project portfolio. Project identification, resource assignment,
progress tracking and issue resolution.
1997 – 2001 Rockwell Automation Bletchley, Bucks
Network and Telecommunications Manager, EMEA
 Responsible for operation, implementation and capacity planning of WAN, LAN and
Telephony services at all Rockwell locations.
 Managed regional infrastructure projects and ensure they are completed timely and within
budget in a matrixed organisation.
 Maintain and enhance contact with both regional and corporate contracted suppliers and
providers.
1991 – 1997 Rockwell International Ltd Hounslow
Project Manager, Telecommunications
 Corporate level liaison to Rockwell International Business Units providing
telecommunications services across EMEA
 Responsible for implementation of IP based, routed networking for 79 locations. This
included requirement vendor selection, management communication and implementation
for a $4m network

4. Mark Francis
143 Watermarque, Birmingham B16 8GZ
marktfrancis@hotmail.com T: +44 (0) 7877 085430
 Maintain and enhance contactwith both regional and corporate contracted suppliers and providers
1990 – 1991 Play To Win
 Ran my own company providing premium rate telephone competitions
 Learned all aspects of running a business. Accounts, Advertising, VAT, price negotiation etc
1986 - 1990
Systems Programmer
Standard Chartered Bank plc City of London
 Systems Programming on an MVS system specialising in the area of VTAM
Prior to this I held various positions of increasing responsibility in Banking, Computer
Operations, Shift Leader and Operations Manager within a team of 27.
Education
4 A levels, 11 O levels Luton VI College Luton
A levels in Pure Mathematics, Applied Mathematics, Physics and History
References
Available on request