1. Name: Mark Davies
Home Contact: 01142 364 758
Mobile : 07736 792544
Marital Status: Married
Driving License: Full Clean
Experience
Mar 2014 – Dec 2015: Royal Liverpool Hospitals NHS Founda tion Trust
IT Change & Service Manage men t Lead
• Responsible for the creation and implementation of standard ITIL IT Change management processes
including CAB, ECAB, Service Availability tracking and reporting
• Created standard documents and processes for MIR/RCA & Post Project reviews and resultant
recommendations/actions.
• Created support model documentation for all clinical and infrastructure services/applications used
within the Royal Liverpool & Broadgreen hospitals
• Created commercial contracts to support 3rd
party provision of applications and services
• Worked closely with Information Governance and Security to ensure compliance with policy in
respect of data sharing, data retention and 3rd
party adherence to NDA – Non Disclosure Agreements,
ISA’s Information Sharing Agreements – IG Toolkit
• Project lead for transition of Service Desk from shared application provision to standalone application
and service to the end users within the trust
• Created IT Service Catalogue – high level with links to associated support documents and other IT
specific information
• Developed and implemented IT Masters document to include - application details, 3 rd
party
contact/support details, application availability/uptime, usage, IG compliance, Commercial/support
contract status
• Scheduled and chaired various System/Vendor performance reviews – internal & external
• Created templates and documents to cover Business Continuity & Disaster Recovery
• Assisted in creation of Project/Programme pipeline, Infrastructure Road-Map and Continuous
Improvement documents
• Supported the Senior Management Team in various activities outside the scope of my initial role –
Commercials, IG, Business Continuity, Application DR etc
• October 14 – asked to support the Paper Free Health Records (PFHR) Programme Manager by taking
responsibility for the Scanning & Patient Referrals work-streams of PFHR
• Created SOR’s for potential 3rd
party providers and scanning options available
• February 2015 – took over a Project lead for the Scanning & Health Records programme to transition
from a paper based clinical case-note operation to a paper free environment. Responsible for update
and highlight reports presented at Trust Board level. Major contributor to the Staff consultation
process
• Responsible for the vendor management and procurement of 3 rd
party solutions
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Candidate Profile
• A dedicated, self-motivated professional, with both management and hands-on experience
with knowledge of a wide range of computer hardware operating systems, applications and
support functions including Operations Management, Service Delivery, Change and Problem
Management, Project Management exposure, Strong Customer Focus and Client Liaison skills
• Project lead for transition of Service Desk from shared application provision to standalone application
and
Service to the end users within the trust
• Proven IT Service Management background
• Managed the provision and continued delivery of all IT related services and the associated
internal infrastructure to enable the business and user base to deliver contracted service to
various clients
• Responsible for the creation and implementation of standard ITIL IT Change management
processes including CAB, ECAB, Service Availability tracking and reporting
• Managed the budget that covered all aspects of service delivery from a Technology perspective
• Managed a team of 6 in total covering various disciplines within IT, having 5 direct reports

2. • Scoped and costed several scanning options – in-house, full outsource & combination of both
• Drafted call-off contracts utilizing G Cloud – Cloud store – NHS frameworks
• Drafted and updated overall financial data input to the Business Case
• Input to and validated content of the PFHR Business Case – shared responsibility with Programme
Manager
• Worked with and input to the Central Records team Staff profile plan – present and future state
• Presented Business Case and individual updates on PFHR work-streams to senior clinicians,
consultants and Trust Executive Board
• Presented awareness sessions to the workforce – impact/timeframes/staff release profile, R & R and
creation of generic job descriptions for future state post implementation of electronic patient records
opposed to paper physical case-note handling
• Input and attended to all meeting associated with Staff Consultation with senior directorate
managers, HR and union representatives
• 4 direct reports – combination of Project Managers & co-ordinators
• Expected implementation of Electronic Patient records – case-notes May 2016
Sep 2003 — Nov 2013: Accentu re
Technology Services Infrast ruct u re Lead (HR Services)
• Responsible for the provision of all managed services to support the AHRS business and its clients
• Managed the provision and continued delivery of all IT related services and the associated internal
infrastructure to enable the business and user base to deliver contracted service to various clients
• Managed the budget that covered all aspects of service delivery from a Technology perspective
• Managed a team of 6 in total covering various disciplines within IT, having 5 direct reports
• Managed the day to day relationship and service with IT infrastructure service providers, to include
all IT services delivered by BT (Desktop Services, Accenture HR Services Network, File and Print,
Messaging Services), all IT Services delivered by lO/LTS (Accenture HR Services Data Centre hosting,
Mobile, IPT and CCCI telephony) and IT Services Disaster Recovery (in-house provision), which
included core production applications, scheduling and implementing DR tests
• Reviewed the updating of associated user testing scripts and documentation
• Responsible for the day to day delivery and control of the documented/contractual service
• Handled interface for management of change and ascertained the impact of technical change on the
live Accenture HR client and internal services
• Interfaced into vendors for problem/incident and change management
• Represented vendors in Accenture HR Services
• Constantly drove and looked for opportunities to reduce cost and drive value from service providers
• Managed the workflow and prioritisation of work into the service providers
• Monitored the quality of service and when required took appropriate action
• Worked closely with IT Service Control, IT Account Management and IT Commercial Management
• Attended all service reviews
• Monitored and managed contract thresholds and SLAs and budget
• Built a sound commercial and practical relationship with service providers
• Protected the availability of IT services to both internally and externally for Accenture HR Services
• Created and managed the processes to implement IT continuous improvement projects with BT/Dell
and IOLTS
• Managed and owned project related 3rd party engagement processes
• Managed the interface between business projects and the 3rd party infrastructure suppliers
• Developed team members to enable them to meet and exceed their goals and objectives, ensuring
high productivity, quality and performance, through the goal setting process
• Demonstrated a proactive approach, providing timely employee Annual Contribution Summary
discussions, and on-going, constructive feedback related to performance
• Ensured continued development by encouraging the team to look at expanding their skills and
capabilities to add value to other parts of the business
• Provided guidance and opportunities for team members to increase their own role scope by
enhancing their skill-sets and capabilities to support In areas outside of their comfort zone
• Managed the budget to cover all aspects of Technology including contracts with various Managed
Service Providers — circa £6million pa
• Drove for continuous reduction in annual costs and sought out alternate providers (hardware
maintenance, desktop and network providers)
• Budget forecasted and allocated Tech charges by client
• Looked to reduce costs by standardisation and alternate products/technology to enhance
functionality and reduce costs
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3. • Managed the contracted services to deliver within budget, constantly seeking opportunities to
reduce the costs to keep within budget and where possible reduce the run rate below budget
forecast
• Looked at existing practices and technology to see if these could be changed to reduce cost for both
the short term and long term
• Managed the operational relationship with the 3 Party SDMs to deliver an effective service, working
through operational issues which may include scheduling resource and operational tasks in the most
effective manner working with a number of different priorities and deadlines
• Handled daily and weekly communications with Service Providers regarding management of
resource pipeline and requirements for I0 and BT project/run resources
• Responsible for daily communications with Accenture HR Services technical teams regarding
operational issues involving resource and technical issues
Jul 2000 — Sep 2003: Accentu re HR Services
Operations Manager
• Joined Accenture HR Services as a contractor in Jul 2000, assisting in the management of the Pension
Management Systems, instigating and owning review of processes and procedures with the remit of
identifying, reporting and implementing Improvements
• Encouraged the team to be more proactive in continuous improvement initiatives, which included
automation and proper use of the change and problem management process
• Created requirements specifications for several positions and drafted the associated candidate
requirements (Advertisements) to fulfil these positions
• Executed reviews to assess and amend the change/problem management processes to enable more
efficient use in a commercial environment
• Sold up workshop sessions with various departmental managers within HR Services
• Defined and created escalation procedures for use during un-manned operational periods
• Held other responsibilities around additional service management tasks including defining service
measures (KPl's), SLA management, and statistical generation and associated reporting mechanisms
• Actively involved in business continuity processes/documentation review and rehearsal execution
• Managed the three core HR Services sites, managing a team of 10 people covering both Operational
and Support disciplines
• Handled client negotiations and associated bid activity to expand HR Services customer/cost base
• Acted as Operational Lead on the outsource project to migrate all HR Services Production/Dev/Test
platforms to
Accenture Technical services @ Warwick
• Responsible for project planning, managing business expectations, communications and pilot and
live rollout of migrated services (this activity was on-going from June 2002 until Feb 2003)
1986 – Jul 2000: British Telecom PLC
Netwo rk and Operations Shift Manager/Opera tional Support Manager/Receipt and Dispatch
Manager/Comp u t e r Operations
Education / Qualifications
1977: Pontllanf rait h Gramma r School
GCE (A) levels passes - Geography and Economics
1975: Pontllanf rait h Gramniar School
A OCE (0) level 8 passes - History, Geography, Chemistry, Physics, English Lit,
English Lang, Mathematics and British constitution
1974: Blackwood Comprehensive School
CSE Welsh Joint Examining board 10 passes Arithmetic, Mathematics,
Chemistry, Physics,
Geography, History, English Lang, English Lit, Technical drawing, Welding and
Fabrication
Syste m Skills
• Hardware - ICL / IBM / AMDAHL / HDS
• Operating systems - DOS / VSE / VM / VME / DME / VMXA / MVS / DB2 / CMOS / HMC / SYSPLEX
CASHLESS Services / Network CMC’s (hubs) / AFDIRECT / AFREMOTE
• PC Literate - WORD / EXCEL / POWERPOINT / MS Outlook
• Software- TSO / ISPF / CDIRECT/NFTP / CA7 / AOC / CICS / VTAM / JES / IDMS / DB2 / CA7
• CONTROLD / NETVIEW / CA11
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4. • CRM Platforms: INFOMAN and REMEDY
• Unix / Open Systems: Hardware - IBM / SUN Solaris / Compaq / Dell
• Operating systems - NT/ Unix Aix / Solaris
• Software - Tivoli TEC / BMC PatrollMaestro/Remedy / FTP / Connectflirect / AtarmPoint / TSM / SQL /
Oracle / Psoft / Acqila - PMS
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