Marc Peckings

Analytical, collaborative senior technology leader specialising in customer-centric service delivery, operational resilience, and application management across regulated financial environments. Proven track record of strengthening service reliability, improving customer outcomes, and leading high-performing global teams. Adept at building trusted relationships with senior stakeholders, shaping service strategy, and delivering measurable improvements in stability, risk management, and customer experience.

Recognised for transforming support functions, embedding ITIL best practice, and driving continuous improvement across complex organisations.

GLOBAL HEAD OF APPLICATION SUPPORT at Computershare Ltd (2025-01 – Present)

Lead a global support function of 2nd and 3rd line Application and Infrastructure teams, on-shore and off-shore, totally circa 60 people. Accountable for service quality, application & platform stability, and customer outcomes across a highly regulated, global environment. Provide IT representation on executive committees, oversee audits, and partner with compliance, risk and security teams to ensure alignment with strategic objectives.

• Aligned regional support teams into a unified global operating model, improving consistency and service quality
• Implemented a follow-the-sun support structure, reducing handoff delays and improving customer response times
• Introduced a Knowledge Centre Service workstream within ServiceNow, strengthening knowledge management and reducing repeat incidents
• Designed and implemented a core KPI and metrics framework to demonstrate SLA performance and identify improvement opportunities
• Established a dedicated CSI function combining development, BA, DBA, support and project management capability to accelerate service improvements

HEAD OF APPLICATION SUPPORT & INFRASTRUCTURE MANAGEMENT at Guardian Financial Services Ltd (2023-04 – 2024-12)

Promoted to lead Application Support and manage the relationship with the cloud services provider. Responsible for service stability, vendor governance, contract optimisation, and ensuring customer-focused outcomes across a regulated financial services environment.

• Implemented Knowledge-Centred Support (KCS), improving resolution quality and reducing time to restore service
• Renegotiated cloud services contract, ensuring correct service alignment and delivering measurable cost savings
• Strengthened service integration and governance across multiple third-party providers
• Oversaw support for the policy administration system, managing SLAs, vendor performance and service transition of new releases
• Member of the Customer Management Committee, contributing to customer outcome improvements and risk mitigation
• Implemented a formal IT Change Management framework and chaired CAB
• Introduced a structured Service Introduction process with hypercare criteria to ensure smooth transition into BAU
• Matured service management practices including automation, CMDB development, KEDB → KCS transition, and ITSM tool resilience

SERVICE DESK MANAGER at Guardian Financial Services Ltd (2022-06 – 2023-03)

Rebuilt a flat, reactive team into a proactive, structured service function with clear roles, responsibilities and processes.

• Designed and implemented a multi-tier resource model aligned to application support needs
• Created a Hypercare Support model for new services and product launches
• Strengthened vendor management through commercial review, KPI definition and performance governance
• Delivered core service operations processes and introduced a KEDB to improve knowledge management

SERVICE DELIVERY MANAGER at REPL Group Worldwide Ltd (acquired by Accenture) (2021-08 – 2022-05)

Owned delivery of high-quality service to end-users, ensuring support and delivery processes met customer expectations.

• Designed and implemented a scalable pilot support model for a major programme
• Partnered with support provider to define the target operating model, ensuring effective alerting, monitoring and CSI processes

DIRECTOR OF CUSTOMER SUPPORT at Cherwell Software Ltd (2017-04 – 2021-04)

Led customer support operations for the EMEA region of a global ITSM software provider. Partnered with the VP of Global Support to ensure SLA adherence, customer satisfaction, and consistent global service delivery.

• Created and led the "Customer Health – Road to Green" taskforce, improving customer satisfaction and retention
• Designed a scalable line management model, improving team effectiveness and engagement
• Delivered a comprehensive SOP manual to improve incident resolution and prevention
• Streamlined development request processes from identification to resolution
• Built a multi-channel, customer-focused support function with clear progression pathways
• Introduced an escalation manager role and procedures to de-escalate customer issues effectively

APPLICATION MANAGER at LV (2016-05 – 2017-03)

Led service delivery for application management teams supporting complex, business-critical systems across multiple locations.

• Increased automation adoption, saving 100 days of work time in the first three months
• Built and deployed a high-impact team using resource augmentation to meet project demands
• Integrated remote application support into change operations, improving collaboration and transition quality
• Partnered with Service Desk and DevOps to realign responsibilities and improve ownership
• Introduced annual MOTs for core applications, identifying risks and total cost of service

SERVICE DESK MANAGER at EDMI (2015-12 – 2016-04)

Established a new service desk for the Smart Energy sector ensuring service readiness and operational capability.

• Recruited and developed a scalable first and second-line team
• Selected, configured and tested a new ITSM platform (ServiceNow)
• Developed all service desk processes, procedures and work instructions
• Defined service acceptance criteria and process flows for internal interfaces
• Assessed and recommended security measures for the service desk
• Completed RFP for the service desk telephony system

IT SUPPORT MANAGER at Penningtons Manches LLP (2013-05 – 2015-12)

Led the IT Service Desk, desktop support and training functions across 5 offices.

• Selected and produced new print solution across five offices saving 33% in print costs within 18 months

SUPPORT DESK TEAM LEADER at RWE IT UK Ltd (2011-03 – 2013-05)

Led Service Desk operations supporting energy traders across the UK and Germany.

• Launched an updated major incident procedure across two service desks resulting in faster resolution of major incidents and savings due to reduced downtime