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Technology Leader / Transformation Consultant

I am a senior technology leader with more than 25 years’ experience in IT. I use my extensive management and technical skills to transform areas under my control into mature and efficient services whilst focusing on business benefits. I am passionate and confident with an enthusiasm for the use of technology. My management style combines a participative approach with decisive, efficient, and evidence-based decision making. I am a natural collaborator with the ability to build high performing teams, cultivating and driving best in class service delivery.

Details

Name: Mark Richard dit Leschery

Email: [email protected]

Experience

Vice President, Global Service Operations

Company:

Calligo

From:

03-08-2020

To:

31-01-2022

Responsibilities:

Responsible for a global team providing the full spectrum of IT Managed services to over 1000 clients across EMEA and North America.

• Managed a team of 80+ Network Operations, Service Desk and Managed Service professionals, across all levels of seniority, located in multiple jurisdictions providing support to a diverse set of clients covering various industries including legal, medical, and financial. Clients varied from small tax firms with less than 50 users to a large international bank and an insurance company with more than 5000 users.
• Collaborated with internal stakeholders on innovation initiatives to ensure technology / security platforms evolved to meet client requirements. I had a permanent seat on Calligo’s Technology Board.
• Developed and implemented processes and procedures to ensure service quality in delivery of IT managed services (including Incident / Problem management and Major Incident Management).
• Met regularly with key clients to review service levels.
• Worked alongside the compliance team to ensure Calligo achieved and retained SOC2 Type II Certification, and had responsibility for the ownership of a number of operational and strategic risks.
• Implemented a 24/7/365 Network and Operations centre based in Sri Lanka.

Senior IT Manager – Digital & Cloud Technologies

Company:

Government of Jersey

From:

05-09-2011

To:

31-07-2020

Responsibilities:

Responsible for strategic technology innovation across the Government of Jersey, serving approximately 7,000 internal customers. Partnering with the business to actively change internal customer behaviour through driving forward the adoption of modern digital technology services.

• Lead the research and development of new technologies and developed these into innovative services aligned to both overall government and departmental strategies which included informing and guiding the Government’s 2018 Cloud Strategy.
• Negotiated a ‘Cloud Navigator’ engagement with Microsoft, resulting in a technology roadmap across the Government of Jersey.
• Accountable for strategic planning, direction, and management of future technological innovation.
• Responsible for the management of a significant Microsoft contract of approximately £3 Million.
• Lead on the strategically important programme of works to move the Government of Jersey to a cloud first / Microsoft first footing.
• Seconded to the Strategy & Innovation and Digital & Telecoms Policy teams to assist in the development of 5G innovation, Digital Citizen engagement, Foresight planning and the implementation of a Channel Islands Computer Emergency Response Team (CERT). Also responsible for the Island wide Cyber Security Risk Assessment.

September 2011 - January 2018
Government of Jersey - Service Delivery Manager

Head of Profession for end user service delivery for the Government of Jersey, including a fourteen-person service desk and a four-person senior technical team, providing support to 7,000 users based across the island including VIP and remote workers. This role evolved over several years and was subsequently re-graded upwards to reflect a significant increase in scope and responsibility. Direct responsibility for up to 40 internal and external resources including contractors and project staff.

• Transformed the 4+ existing helpdesks within the government to a single, centralised service desk based on the ITIL framework for service operations. Allowing cross-skilling of resources, economies of scale and a focus on first contact incident resolution.
• Provided change leadership to the service delivery team ensuring continuous improvements in service delivery, cost effectiveness and operational efficiency, with a specific focus on eliminating non-value-added processes.
• Developed and invested in the service delivery team, utilising regular performance reviews, appraisals and relevant, focused, training and mentoring. This significantly reduced absence and increased the team’s overall capability.
• Implemented a cost effective “Clinical Desktop” environment that supported and aligned to the HSS strategy of mobile working. Single Sign On, tap to login, profile management, self-serve password reset and “follow me” computing reduced non-productive clinical time (Circa £1.4m).
• Responsible for the renewal and management of the subscription-based Microsoft Enterprise Agreement Contract with a per annum value of over £1.5m.
• Responsible for a direct end user focused hardware budget of £700K+ PA, and directing other departments IT spend to the value of up to £1m.
• Drove the implementation of various mobile computing initiatives including Mobile Device Management, email on BYO Devices and use of the Microsoft Direct Access VPN solution across the whole of the government.
• Owned the supplier relationships between the government of Jersey and Microsoft, HP and local IT companies.

Education Qualifications

Microsoft Certified: Azure Fundamentals
Microsoft Certified: 365 Fundamentals
Microsoft Certified: Security, Compliance, and Identity Fundamentals
ITIL 4 Foundation
MSc Psychology
BSc Psychology

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