Please look at my CV

1. MARK FRANKLIN
Mobile: 07519 770430 Email: mark.franklin.email@gmail.com
Profile
A proactive, decisive leader with background in multi-site organisations with strong management, problem solving
and analytical skills with the ability to communicate on business and technology issues at all levels. A skilled team
builder with excellent experience of transformation and quality improvement programmes, including continued
collaboration with in-house teams and vendors.
An experienced IT professional, ITIL qualified team player with a proven track record of success and achievement.
Possesses a ‘can do’ attitude at all times and passionate about continuous improvement both personally and with my
teams and colleagues alike.
Nov 08 – Dec 2015 Liverpool Victoria Friendly Society (LV=)
Mar 2013 to Dec 2015 Service Fulfilment Manager
(Service Desk, Major Incident and Access Management)
An expansion of my previous role managing the Service Desk to include Incident and Access Management teams
supporting 6,500 customers across multiple locations in the UK, with Development teams in India. All team members
were company employees and located across 2 sites.
Key Achievements –
 Restructured to create a Service Fulfilment team to improve services and customer focus in the most cost
effective manner. This incorporated process, people and systems, boosting overall productivity and
effectiveness of the function to support business expansion.
 Created an effective team structure to optimise performance. This included role progression levels for all
Analysts positions with cross training opportunities
 Redesigned queue management within Access Management to improve efficiencies and turnaround of work
requests. The average request fulfilment time was reduced by 60% and customer satisfaction levels were
improved across all areas.
 Introduced a Continuous Service Improvement (CSI) register to drive a reduction in incidents and service
requests whilst bringing a team focus on service quality issues.
 Negotiated reduced costs when upgrading the Access Management IAM system with Computer Associates
(CA) contributing to the project being delivered under budget
 Agreed a revised support model with Atos Origin so that they dealt with all related access requests saving
time and costs within the Access Management team. This reduced Incidents relating to the more complex
requests
Key Projects – (all delivered to time, cost and quality targets)
 Introduced Live Chat web support to internal customers for zero cost whilst improving customer experience
 Introduced multiple self-service options to improve customer journey and reduce total cost of ownership
 Introduced auto-provisioning of software, with scope to increase into folder access provisioning, to speed
up the service and reduce manual work
Key Additional Responsibilities for this role
 Manage relationships with vendors to optimise their performance, accountability and cost effectiveness.
These include strategic providers such as Atos Origin, CA and Trinity
 Interact with all levels of Service Management and the Business to help create a collaborative environment
and to understand and react to the needs and demands of colleagues and customers alike
 Manage relationships with key stakeholders to director level, ensuring satisfaction levels remained high

2. MARK FRANKLIN
 Streamline existing working practices to improve efficiencies using technology and hands-on people
management to change working behaviours
 Ensured all SLAs were achieved as a minimum but over performed across all areas
 Create a cross-skilled team to optimise performance and instil an agile environment to enable instant
reaction to fluctuating work demands
Aug 2009 - Mar 2013 Service Delivery Manager (Virtual Service Desk)
Transformed the service desk into a virtual team across two locations supporting more than 5,000 customers across
multiple locations in the UK.
Key Achievements –
 Introduced a VIP service for company Executives giving them a priority service with dedicated phone line
and email mailbox. The service helped improve perception of IT across the organisation.
 Introduced dedicated queue managers to improve service delivery management
 Introduced Team member of the year award, voted by peers and rewarded via the company recognition
scheme, this improved employee morale and performance.
 Improved collaborative working with all support teams leading to improved service for end customers
 Drove a number of costs saving initiatives to reduce the total costs of ownership including self-service
options, callout costs and 40% improvement to the First Line Fix Rate.
 Introduced Team Satisfaction Surveys, I launched bi-annual anonymous surveys to gauge team satisfaction.
This continually increased to reach a rating of 81.6% staff satisfaction.
 Lead a number of problem management initiatives to help reduce repeat incidents
 Training - Extensive formal program introduced for new starters and existing staff, including overviews with
other teams and ITIL Foundation certification
Key Responsibilities
 Ensure service and customer satisfaction is optimised at all times by using detailed statistical reporting,
quality control of staff, with targeted and measured quality levels
 Continually review performance and targets and adjust KPIs effectively to create an environment of
excellence and with pride in achievement
 Work with team members, colleagues and members of the Business community to deliver a service that is
effective, efficient and delivers the requirements of our customers
 Comply with the organisations adopted best practices of ITIL
 Focus on team development with monthly 1-2-1s, training and by performing mid-year and annual reviews
Nov 2008 - Jul 2009 Service Delivery - Incident & Problem Manager
Initially headhunted to LV= to transform the incident and problem management function.
Key Achievements –
 Reviewed the existing team and recommended separation of the functions to focus on the specifics of each
ITIL discipline. This led to improved incident recovery times and a reduction in repeat problems
 Introduced a new incident management process to improve recovery times
Jan 07 – Nov 08 Houses of Parliament
Jan 07 – Nov 08 Service Desk Team Leader
Managed a team of analysts providing support to Parliament. Delivered 76% first line fix rate with high customer
satisfaction levels from a demanding customer base, whilst in the House, at home or abroad
Key Achievements
• Successfully delivered as a team an off-site Disaster Recovery simulation with both the House of Commons and
House of Lords to simulate an attack on the centre of government.
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3. MARK FRANKLIN
• Part of the launch team that delivered 2 Drop-in centres located in Parliament for Lords, Members and their staff
providing face to face support.
1993 - 2005 Royal Bank of Scotland (RBS Insurance)
Previously Churchill Group owned by Credit Suisse First Boston
Jul 02 – Jul 05 Service Desk Manager
Managed a team of 23 across 2 locations, supporting over 9,000 customers across multiple locations both in the UK
Ireland and India. Also responsible for vendor management of IT Service Management tool provider and ensuring
satisfaction of key stakeholders. Also responsible for managing vendor relationships with various organisations
including Front Range (Heat), Shaw Solutions and Churchill in India (CIL) who provided offshore application support.
Key Achievements
• Introduced incident ownership and workflow procedures, reducing outstanding incidents dramatically and
improving customer satisfaction from 29% to 89% in the first year
• Improved abandonment rate from 22% to under 5% and increased first line fix rate from 33% to 80%
• Changed support provider to Heat (Service Management tool) to increase expertise and reduce costs (from Front
Range to Shaw Solutions)
• Brought standard fixes into the Service Desk from CIL to reduce cost and improve customer satisfaction
Oct 99 - Jul 02 Senior Service Desk Analyst
Key Achievements
• Senior member of Service Desk team supervising Bromley based team members
• Provided basic second line UNIX system admin, including batch creation & print control and user account admin.
Apr 97 – Oct 99 IT Systems Tester
Key Achievements
• Reviewed and evaluated Change Requests and liaised with developers up to and beyond go live
• Documented Change Requests into technical briefs for developers
Jan 93 - Apr 97 Insurance Underwriting Assistant
Key Achievements
• Administered policies, renewals and cancellations and advised on additional products available to customers
• Assisted in training new starters and achieved all KPI targets
Qualifications & Courses
ITIL Intermediate Certificate in Continual Service Improvement (CSI) August 2012
SDI Certified Service Desk Manager November 2011
ITIL Intermediate Certificate in Operational Support & Analysis January 2011
Better Communication Skills at Work February 2011
ITIL Foundation Bridge v3 September 2010
Helpdesk Institute Helpdesk Senior Analyst Qualification (Higher Mastery level) November 2007
M2261 – Supporting Users Running the MS Windows XP Operating System September 2007
M2262 – Supporting Users Running Apps on a MS Windows XP Operating System September 2007
ITIL Service Management Foundation v2 July 2007
PRINCE 2 Foundation October 2004
HEAT Administrator May 2002
Administering MS SMS 2.0 December 2001
Introduction to LANs & Networking May 2001
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4. MARK FRANKLIN
UNIX: A Hands-on Introduction Qualification February 2001
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