Mark Sullivan

Senior Service Delivery Manager with over 15 years' experience delivering end-to-end managed services across Financial Services, Telecoms, Government, and Energy sectors. Proven track record of owning customer services against contractual obligations, driving continual service improvement, and building trusted, long-term customer relationships. Experienced in ITIL-aligned service management, risk and change management, P&L awareness, and service growth through close collaboration with sales and account teams.

Comfortable operating in regulated environments and leading services requiring security clearance.

Service Delivery Manager / Customer Service Delivery Representative at CDW UK (2018-09 – Present)

Operating as end-to-end Service Delivery Manager for strategic enterprise customers, accountable for service performance, governance, and continuous improvement. Acting as the primary point of contact, ensuring services meet contractual obligations while driving service excellence, customer satisfaction, and service growth.

• Full end-to-end ownership of managed services, ensuring SLAs, KPIs, and contractual deliverables are met
• Primary customer interface, building trusted relationships across operational, technical, and executive stakeholders
• Lead regular service reviews covering performance, risk, service improvements, and forward planning
• Drive continual service improvement through trend analysis, risk reduction, and process refinement
• Manage service recovery for dissatisfied customers, restoring stability and rebuilding trust
• Own service risks and represent customer interests within Change Advisory Boards (CAB)
• Maintain awareness of cost-to-serve and P&L considerations to ensure commercially viable delivery
• Identify and support additional service opportunities in collaboration with sales and account teams
• Ensure ITIL-aligned delivery across incident, problem, change, and CSI processes
• Lead operational readiness and transition of services into BAU, embedding documentation and support models

Service Delivery & Strategic Account Manager at Blue Chip Group (2016-05 – 2017-08)

• Owned end-to-end service delivery for enterprise customers
• Primary point of contact for escalations and service performance
• Managed SLAs, KPIs, and contractual commitments
• Chaired service reviews including performance, risk, and financial discussions
• Identified and developed additional service opportunities
• Led change management and customer impact assessments

Service Delivery & IPC Manager at Dimension Data (Merchants) (2016-03 – 2017-04)

• Accountable for customer service performance and platform stability
• Led major incident, problem, and change management activities
• Owned service governance, RCA, and PIR processes
• Delivered service improvement and cost optimisation initiatives
• Worked with sales teams to identify service growth opportunities
• Controlled IT budgets and operational reporting

BSc in Computer Science (Hons) – University of Hertfordshire