Mark Mullan

• • Led and managed a multi-grade team of Business Specialists, setting operating standards, overseeing performance, and developing capability across requirements elicitation, user story creation, and UAT delivery.

• • Provided senior business readiness leadership across the change portfolio, ensuring operational impact assessments were completed, controls were embedded, and operational areas were fully prepared for change adoption.

• • Championed best practice in operational change management, ensuring all business requirements were captured, validated, and aligned with regulatory, customer service, and risk management expectations.

• • Improved cross-portfolio visibility by identifying dependencies and duplications, interpreting complex operational information, and using insights to strengthen project delivery and customer outcomes.

• • Internal Change Consultant partnering across multiple teams, including Digital, Finance, and Data functions.

• • Led change strategy and readiness across AWS, AI, and data interoperability programmes.

• • Embedded PMO function and governance, developed benefits maps, and stakeholder alignment.

• • Created comprehensive knowledge assets—including quick-reference guides, FAQs, and training materials—to support global user readiness. These materials formed a foundational component of the organisation's internal Change Centre of Excellence, supporting capability uplift and knowledge transfer.

• • Coordinated with regional change agents and super-users to cascade training, gather feedback, and tailor readiness plans.

• • Evaluated training effectiveness via post-session surveys and adoption KPIs; adjusted programme content to improve uptake.

• • Integrated training plans with delivery milestones, ensuring readiness checkpoints aligned to deployment waves.

• • Defined and implemented change strategy across over 100 initiatives, supporting process redesign, global resourcing, and operating model alignment.

• • Created a scalable train-the-trainer framework to embed capability and enable BAU adoption across fleet, port, and regional operations.

• • Led behavioural change assessments and regional stakeholder engagement to identify resistance drivers and shape targeted interventions.

• • Designed and rolled out messaging and feedback mechanisms in partnership with internal comms, strengthening engagement and change visibility.

• • Produced structured handover plans and adoption tools to ensure programme benefits were sustained and measurable post-transition.