Grant Thomas Email & Phone Number

Emsworth, Gb

London, England, United Kingdom

Leading a 480 strong global support organisation providing remote and on-site support for all ~300k IBMers around the Globe on Mac, Windows, Linux and Mobile Devices.

United Kingdom

Leading a team of experienced Managers and Advisors delivering outstanding customer support to our Internal IBM users. 24 x 7 support leveraging tools and machine learning, handling chat and calls in strategic operations centres around the globe.

United Kingdom

Getting IBMers back and productive with "white glove" Help Desks for Mac, Windows and Mobile Devices. Metrics driven transformation ensuring all our customers leave delighted with their support experience.

Portsmouth, United Kingdom

Owns the delivery of Global Windows 10 internal support for 400K+ IBM staff. Defines the Business Vision and subsequent Value delivery of brand new multi-Geo Help Desks focused on delivering an outstanding “white glove” customer experience driven by end-to-end ownership and resolution. Responsible for multiple Agile teams partnering with Real Estate, vendors, contractors and IBM Management from proposal and design through to implementation and business results. Focused on Global… Show more Owns the delivery of Global Windows 10 internal support for 400K+ IBM staff. Defines the Business Vision and subsequent Value delivery of brand new multi-Geo Help Desks focused on delivering an outstanding “white glove” customer experience driven by end-to-end ownership and resolution. Responsible for multiple Agile teams partnering with Real Estate, vendors, contractors and IBM Management from proposal and design through to implementation and business results. Focused on Global business benefit attainment withCustomer Satisfaction as a Key Performance Indicator on all the new Help Desks. Leading the end-to-end Agile processes for the global teams, defining Hills, Squads, Epics and Sprint Schedules. Managing Funnel and Backlog of work whilst representing our team and partners to our VPs and Executives. Define the Business Case and Benefits realisation. accountable for the successful attainment of Hard & Soft Benefits of the new Help Desks. Utilising Net Promotor Score and end user survey feedback to drive continuous product improvement. Lead communications delivery teams and represent all teams to Vice President and executive leadership teams. Show less

Driving the transition of multiple new Global Windows 10 Internal Help Desks focusing on outstanding "White Glove support", a high NPS User Satisfaction score and resolution on first contact. Deliver global Business Case investments and Benefits realisation and work with current solution providers to enable a seamless transformation for all IBM employees.

Leading Global Teams in the delivery of End User Support for all IBM Internal Hardware, Software and Services to over 400,000 IBM Employees. Introducing Apple End User Support to the IBM Enterprise for iPad and Apple Mac computers. Defining and delivering on Key Performance Indicators including full financial management, service level agreements and end user delivery satisfaction metrics. Implementing innovative and traditional support mechanisms including telephone, real time chat… Show more Leading Global Teams in the delivery of End User Support for all IBM Internal Hardware, Software and Services to over 400,000 IBM Employees. Introducing Apple End User Support to the IBM Enterprise for iPad and Apple Mac computers. Defining and delivering on Key Performance Indicators including full financial management, service level agreements and end user delivery satisfaction metrics. Implementing innovative and traditional support mechanisms including telephone, real time chat, Apple & Android Mobile App development and email support for IBM employees. Full Spring and Fall Plan responsibility including Business Case development and investment prioritisation. Responsible for Initiative Status to Vice President and Director level. Show less

Leading a multi-Geo team of consultants, project managers and development teams; defines the global multi-million $ strategy and capabilities for a portfolio of critical initiatives that drive productivity for online & field sales, support organizations and aligned function audiences.• Strategic vision, planning and direction• Directing Financial Planning Cycles • Customer Relationship Management • Programme & Project Management Expertise• Organisation Change Management… Show more Leading a multi-Geo team of consultants, project managers and development teams; defines the global multi-million $ strategy and capabilities for a portfolio of critical initiatives that drive productivity for online & field sales, support organizations and aligned function audiences.• Strategic vision, planning and direction• Directing Financial Planning Cycles • Customer Relationship Management • Programme & Project Management Expertise• Organisation Change Management Leader• Team Building & Management• Business & IT Transformation Show less

Defines the multi-million dollar strategy and capabilities for a portfolio of critical initiatives that drive productivity for ibm.com & field sales, support organizations and aligned function audiences.- Provides thought leadership in shaping future design and capabilities based on stakeholder requirements, technical/architecture strategy. - Manages the deployment landscape, current year plans and issues/pain points, providing guidance to resolve current state conditions towards the… Show more Defines the multi-million dollar strategy and capabilities for a portfolio of critical initiatives that drive productivity for ibm.com & field sales, support organizations and aligned function audiences.- Provides thought leadership in shaping future design and capabilities based on stakeholder requirements, technical/architecture strategy. - Manages the deployment landscape, current year plans and issues/pain points, providing guidance to resolve current state conditions towards the future state design- Leads and directs future state direction and managing change, including building consensus and buy-in to transformation efforts and future requirements across stakeholder communities- Drives the definition, planning and cost/benefit details for the multiple-application business case as part of the planning cycle resulting in investment/benefit interlock- Plays a critical leadership role in the joint client / stakeholder process to manage project consistency / complexity- Measures, manages and reports multi-initiative progress vis-à-vis current year investment and benefit targets, focusing on delivering business value interlocked and prioritized with line executivesSelected achievements:- Delivered multi-million dollar Hard Benefits in 2010 with our primary stakeholder in direct savings as a result of multiple project deployments, Growth Market Unit expansion and multi-application productivity gains.- Published a fully interlocked 5 year roadmap detailing system integration and sunset opportunities whilst delivering new function, fixes and configuration release maximising business value realization.- Drove adoption of the workflow applications with growth of users and usage by 200%+ in 2010 to become the ‘one stop shop’ for sales support workflow.- Developed and delivered monthly and quarterly soft and hard benefit savings figures to multi-line management and executives. Show less

IBM crunched together a number of key pre-sales organisations to form a "Deal Hub". With my experience of Siebel and Front End designs I was invited to join a team of six people designing and launching the first 'Deal Hub Connect' system in only 6 weeks. This has since transformed to become a global Websphere Request Management application called Request to Contract.Since 2008 I have been working on the next evolution of this initiative, Deal Workflow. This global Lotus Notes… Show more IBM crunched together a number of key pre-sales organisations to form a "Deal Hub". With my experience of Siebel and Front End designs I was invited to join a team of six people designing and launching the first 'Deal Hub Connect' system in only 6 weeks. This has since transformed to become a global Websphere Request Management application called Request to Contract.Since 2008 I have been working on the next evolution of this initiative, Deal Workflow. This global Lotus Notes application is using Agile+ development methodology to deliver multiple release per year resulting in a solution that guides the end user (seller, Deal Hub or Aligned Function) through all the Opportunity to Order steps for the bid they are currently working on. The system dynamically changes the required process steps depending on the characteristics of the bid Show less

Managing a user base of 1,500 Customer Fullfiment CRM Siebel processing 365,000 Service Requests a year. These deployed users support sales, external customer and support requests. Responsible for all aspects of new project deployments, new Siebel code release, User Acceptance Testing, end user adoption requirements management, stakeholder communication and Europe wide leadership and strategy creation.

Managing a number of pan-European e-business projects and Intranet projects including the creation and content management of; global, geo and regional Intranet sites for Customer Fulfilment; deployment of the first on-line contracting system (e-CDB & GTM), enablement of remote secure data backup solution (ADSM); the creation of dedicated Customer Support on-line teams (phone and web), Management of Lotus Notes application deployment across Customer Fulfilment (Business Unit Coordinator)… Show more Managing a number of pan-European e-business projects and Intranet projects including the creation and content management of; global, geo and regional Intranet sites for Customer Fulfilment; deployment of the first on-line contracting system (e-CDB & GTM), enablement of remote secure data backup solution (ADSM); the creation of dedicated Customer Support on-line teams (phone and web), Management of Lotus Notes application deployment across Customer Fulfilment (Business Unit Coordinator), Morale Survey Programme Manager; Customer Fulfilment UK Mobility Programme Lead; Customer Fullfillment Communications and Intranet Editor; Events Co-ordinator Show less

Portsmouth, United Kingdom

HTML Development and Content Editor of the internal IBM Customer Fulfillment sites deployed throughout Europe and used a primary communication vehicle in a migration away from email based comms. Lead the Content Management Team and created graphics, art and the raw code for each Integrated Marketing Team web site.

Portsmouth, United Kingdom

Managing a set of IBM Insurance Clients taking Hardware, Software and Services orders; managing the configuration, build schedules and delivery of all equipment. Invoicing and Account Management. Later part of the new Software Admin team centralised at IBM UK HQ in North Harbour, Portsmouth

Portsmouth, United Kingdom

Pre-sales technical support role supporting IBM OS/2 Warp Operating System, Voicetype Dictation and IBM eVault Secure Cloud Storage.

Education record

Education record