Summary
Overview
Work History
Education
Skills
Timeline
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Mark Stephenson

Mark Stephenson

Newcastle Upon Tyne,Newcastle Upon Tyen

Summary

Commercially aware and operationally astute senior leader with over 5 years of experience in operations, vendor, and contract management. Proven success in managing third-party suppliers, driving SLA performance, and delivering cost efficiencies through strategic procurement and continuous improvement. Adept at aligning vendor operations with compliance and business goals, with a strong track record in regulated environments including healthtech and e-commerce. Lean Six Sigma Green Belt certified, with excellent analytical, negotiation, and stakeholder engagement skills.

Overview

14
14
years of professional experience

Work History

Customer Service Operational Manager

Concentrix
06.2019 - Current
  • Launched and managed a new business line with £7M annual turnover (30%+ GM growth MoM)
  • Led a team of managers to deliver high performance and professional development
  • Collaborated cross-functionally to resolve operational issues and improve delivery
  • Conducted Lean-based data analysis to identify value and eliminate waste
  • Owned financial performance, driving consistent GM increases
  • Presented insights and performance updates to directors and global clients
  • Key Achievements:
  • Increased CSAT from 2.78 to 4.32
  • Improved First Contact Resolution from 45% to 87%
  • Doubled department growth
  • Boosted employee satisfaction from 67% to 79%

Continuous Improvement Regional Manager

Sky
02.2015 - 06.2019
  • Led UK and international teams to deliver operational feedback-driven improvements
  • Delivered over £5M in benefits through 20,000+ improvements
  • Developed and communicated strategies to enhance systems and customer experience
  • Partnered with stakeholders to resolve system issues and improve service delivery
  • Regularly presented to executive leadership
  • Key Achievements:
  • Designed initiatives like “Systems Go” and “TV Install Dates”
  • Contributed to Sky’s #1 Stonewall LGBT+ media company ranking
  • Earned Lean Six Sigma Green Belt certification

Service Delivery Manager

Sky
10.2011 - 02.2015
  • Managed 250+ advisors and leaders to deliver exceptional customer service
  • Improved KPIs including absence, efficiency, and CSAT
  • Implemented a coaching model that doubled coaching time
  • Led operational changes and training redesigns

True Partner Support Manager

Sky
01.2014 - 04.2014
  • Worked with outsource partners to identify and implement improvements
  • Conducted data analysis and performance benchmarking
  • Supported training and BAU operations with a hands-on approach
  • Earlier Roles:
  • Sales Manager, EE UK (2010–2011)
  • Business Development Manager, Quantum Tax (2009–2010)
  • Account Manager, NECC (2008–2009)
  • Team Leader, Virgin Media (2005–2008)
  • Long Haul Specialist, TUI (2001–2005)

Education

George Stephenson High School
Newcastle Upon Tyne
07.1995

Green Belt -

Lean Six Sigma
Newcastle Upon Tyne
05-2019

Skills

  • Third-party supplier & vendor management
  • SLA & KPI performance tracking
  • Contract negotiation & cost optimisation
  • Regulatory compliance (healthtech, fintech)
  • Cross-functional leadership (Tech, Legal, Finance)
  • Lean Six Sigma methodology
  • Strategic reporting & governance
  • Incident & issue resolution
  • Stakeholder communication & executive briefing
  • Employee motivation
  • Inventory management
  • Financial management

Timeline

Customer Service Operational Manager

Concentrix
06.2019 - Current

Continuous Improvement Regional Manager

Sky
02.2015 - 06.2019

True Partner Support Manager

Sky
01.2014 - 04.2014

Service Delivery Manager

Sky
10.2011 - 02.2015

George Stephenson High School

Green Belt -

Lean Six Sigma

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