Mark Thorburn
IT Consultant / Service Management
- Location
- New Zealand
- Industry
- Information Technology and Services
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Mark Thorburn's Overview
- Current
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- IT Consultant at Solas Solutions Limited
- Past
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- IS Services Manager / Customer Services Manager at The Warehouse Ltd
- Service Desk Manager at The Warehouse Ltd
- IS Services Manager at Eastern Institute of Technology
- Technical Consultant at Revera
- Technical Consultant at MeesPierson
- Technical Consultant at Telecom New Zealand
- Technical Support Specialist at Unisys
- Education
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- Eastern Institute of Technology
- Auckland University of Technology
- Palmerston North Boys High School
- Recommendations
-
9 people have recommended Mark
- Connections
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258 connections
- Websites
Mark Thorburn's Summary
A Senior Manager with 8 years experience leading teams and developing and executing strategy to support organisation goals
A proven track record for achieving service and process improvement through innovation and continuous improvement
25 years experience overall across a broad range of sectors in New Zealand, Australia and the United Kingdom including; Retail, Telecommunications, Finance, Insurance, Engineering, Information Technology and Education
A diverse range of roles and responsibilites, including: Strategy development and execution, staff management and leadership, project sponsorship and management, financial management, process improvement, service management, customer service, technical consultancy and support
Specialties
Leading, implementing and supporting service management and customer improvement initiatives.
Service Management, practical application of ITIL, process design and documentation, process maturity assessment, process improvement
Implementation and management of Net Promoter (NPS) Customer Satisfaction techniques
Implementing Customer Satisfaction mechanisms and programmes to support ongoing improvement
Project/Programme Management
Mark Thorburn's Experience
IT Consultant
Solas Solutions Limited
Privately Held; 1-10 employees; Information Technology and Services industry
August 2011 – Present (6 months) Auckland
Providing general IT Management services, specialising in IT Service Management and process improvement.
Currently consulting at Watercare to help them deliver their Service Management Roadmap.
- Reviewing and assessing current processes
- Running workshops to facilitate the design of processes based on ITIL V3
- Designing and documenting ITIL processes
- Presenting updated processes
- Providing general service management consultancy around the implementation of ITIL, including the selection/implementation of a new service management toolset
Currently working on the following processes:
Incident, Problem, Request Fulfilment, Change, Release and Deployment, Service Asset and Configuration, Service Level Management, Supplier Management, Service Catalogue Management and Service Management Strategy.
IS Services Manager / Customer Services Manager
The Warehouse Ltd
Public Company; 5001-10,000 employees; Retail industry
February 2007 – June 2011 (4 years 5 months) Auckland
Part of the IS Leadership Team, whose primary focus is defining and executing IS Strategy that enables and supports our Business.
In addition to my IS focus, I also had overall responsibility for the development and execution of the Customer Services Strategy - in addition to leading the team and initiatives aimed at driving customer satisfaction and process improvement.
As IS Services Manager I had accountability for Service Management/Service Level Management, Automated Testing, Service Desk and Customer Services.
Service Desk Manager
The Warehouse Ltd
Public Company; 5001-10,000 employees; Retail industry
2005 – 2006 (1 year)
The key result areas of this role were:
- Leadership, development and support of the IS Service Desk team who provide the first line of support for all users of technology within the Warehouse
- Responsibility for maturity and application of key ITIL processes, including Incident Management, Problem Management and the Service Desk Function
- Raising service level performance and customer satisfaction and ensuring alignment of support capability to business needs
IS Services Manager
Eastern Institute of Technology
Educational Institution; 201-500 employees; Higher Education industry
2003 – 2005 (2 years)
The Eastern Institute of Technology (EIT) is a medium sized tertiary institute serving the greater Hawkes Bay area. In 2003, EIT had a total of just over 18,000 full and part-time students and a total of approximately 900 full and part-time employees. The IT Services department was responsible for the support, maintenance and development of the Institute's information systems for both staff and students across three campuses.
My role included:
- Development and implementation of the IT Strategic plan
- Professional development, leadership and support of the IT Services Team
- Overall responsibility for the provision of quality IT services and support for our customers
- Development and implementation of disaster recovery plans and environments
- Financial management
Technical Consultant
Revera
Privately Held; 51-200 employees; Information Technology and Services industry
2000 – 2003 (3 years)
Technical Consultant
MeesPierson
Public Company; 1001-5000 employees; Banking industry
1998 – 2000 (2 years)
Technical Consultant
Telecom New Zealand
Public Company; 5001-10,000 employees; NZT; Telecommunications industry
1997 – 1998 (1 year)
Technical Support Specialist
Unisys
Public Company; 10,001+ employees; UIS; Information Technology and Services industry
1995 – 1996 (1 year)
Site Support for ASB Bank
Mark Thorburn's Skills
- Service Management
- Program Management
- Process Improvement
- ITIL
- Customer Satisfaction
- Documentation
- Service Improvement
- IT Service Management
- Change Management
- Service Delivery
- Incident Management
- Service Desk
- IT Management
- IT Operations
- People Management
- IT Strategy
- Customer Relations
- Strategic Planning
Mark Thorburn's Certifications
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ITIL Practitioner Certificate in Incident Management/Service Desk
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ITIL Foundation Certificate
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ITIL Practitioner Certificate in Problem Management
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Prince 2 Foundation Certificate
- July 2011
Mark Thorburn's Publications
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Getting the most from your IT Investment
- NZ Business
- July 1, 2005
Authors: Mark Thorburn -
Computrain Magazine - Computer Training
- Mark Thorburn
- 1997
Authors: Mark ThorburnPublished a Computer Training Magazine that was sold nationwide. Magazine focussed on both computer user and computer professional with a wide range of training related articles.
Mark Thorburn's Education
Eastern Institute of Technology
2003 – 2005
Auckland University of Technology
1987 – 1990
Palmerston North Boys High School
1983 – 1987
Mark Thorburn's Additional Information
- Websites:
- Groups and Associations:
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Contact Mark for:
- career opportunities
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- job inquiries
- expertise requests
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- reference requests
- getting back in touch
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