Kent Thomas Email & Phone Number

As a Delivery Senior Director in the Life Sciences organization I am responsible for all Desktop Services for a large pharmaceutical customer. We currently support 30K users across 60 countries. My responsibility includes all operational and program delivery by leading an international team that are accountable for financial performance, vendor management, service level delivery, procurement, asset management and overall end user customer satisfaction covering the North America, LATAM, EMEA and APAC regions. Currently engaged in new business opportunities, cost optimization and the formulation and execution of the transformation strategy and roadmap. . -- Planned and currently executing against the account strategy to refresh 17K End of Warranty Devices for 2019. Completed a 90 day sprint to reset the overall program with a focus on tools tool and process optimization to increase the overall deskside engineer capacity to deliver the required volumes per month. As a result we have been able to reduce the engineer deployment Time on Task by 50 % . Established regional/site based schedules to address geographic, cultural and technical constraints. -- Improved overall End User Net Promoter Score and participation by establishing a continuous improvement plan to increase overall survey response now at 15% and to address survery detractors. Our overall End User NPS averages 91% per month. Planned / executed end user transformation strategy saving the client over $1M USD by moving on-premise infrastructure and storage to a virtual environment. Deployed unified Endpoint Management solution to enable end user zero touch service model.

Hired as a Global Service Director responsible for all end user services for 65K users across 45 countries. Responsibilities includes all operational and program delivery by leading a international team that are responsible for financial performance, contract management, service level delivery and overall end user customer satisfaction covering the Americas, EMEA and APAC regions. Additional services include oversight of 5 regional service desk and 90+ field engineers across 24 countries in EMEA. Engaged early in new business development, sales pipeline management and formulation of the transformation strategy.

Global Role Based In Plano, Texas

Hired as Global Transformation Leader, quickly rising to Transformation Executive. Work with CxO, consult / advise on Transformation strategies, collaborate with sales team on formulating overall strategy into delivery, and drive new business and oversee issue resolution strategy development for the most challenging programs in APJ with a TCV of $50M to $300M (U.S.). Lead team of Transformation Program Managers in creation of sales, transition, and transformation strategies for clients.►► INCREASE REVENUE, PROFITABILITY & CUSTOMER SATISFACTION / TRUSTED ADVISOR TO CLIENTS ◄◄►On-track to secure new business multimillion-dollar product development projects, services and offerings, including HPE Managed Private Cloud, Data Center Transformation and Applications to Cloud migrations.►Planned / executed workplace deployment strategy for large financial institution with 35K users across 250+ sites located throughout Australia, Europe, the U.S., and Asia. Led standardization of 1K branches across Australia on new Branch Technology Platform.►Saved $1M project by restoring client confidence for a 5-year at-risk project.►Launched 3 new service offerings within past year by transforming company into enterprise player and industry leader.►Maintained 90% or greater scoring on customer’s satisfaction surveys – project initiatives, monitoring, and close-out phases.►Earned a reputation for pioneering innovative team building, expediting workflow, simplifying processes, reducing operating costs, and creating detailed project plans with well-defined milestones, system deployment, and for communicating progress with onshore and offshore sites.►Technology expertise includes Service Integration, IT Governance, Business Transformation, International IT Services, Technical & Delivery Staff Management of 100+, Cloud Migration, and Stakeholder, Financial, and Cost Management within Financial, Transportation, and Government Sectors.

Singapore & New Zealand

Progressed through a series of increasingly challenging positions. Managed technology integration budget of $45M (Government) and $25M (Financial Sector) along with full spectrum of operations for 39 services across 96 agencies. ►Drove IT transformation growth from $5M in revenue to $120M.►Saved $4.5M U.S. in program costs (FY12) by addressing systemic delivery and financial performance issues with project services in the program. ►Slashed program resources 40% while improving overall implementation and employment of services.►Recognized as one of the year’s top 5 project successes.►Scaled company for rapid growth, expanded teams from 100 to 300 (indirect staff).►Reduced employee turnover 20% by raising engagement with a variety of programs.►On-time project delivery. Create detailed projects plans and seamless communications with on- and off-shore sites.►Expanded offerings and commitment to innovation – Effectively managed alliance partners and innovation agenda to bring new offerings to clients. ►Technology scope and expertise includes IT Development Roadmap, Project/Program Implementation and ManagementGrowth Strategy, Business Transformation, IT Governance, Project Portfolio Management (TCV $1B U.S. over 7 years from HP to Government service providers; asset inventory and transition of more than $80K in government assets; development/deployment of services across 96 government agencies with 80K+ users and programme portfolio of approximately Program Portfolio averaged over 125 In-Flight projects delivering $25+M U.S in new business annually.

Canada & New Zealand

Promoted for end-to-end programme and project delivery for the Fonterra Account (Auckland, New Zealand) with total contract value of $300M U.S. (over 7 years). Managed relationship and engagement for IS project services spanning multiple countries and 200 global sites. Scope included complete global WAN redesign and Data Center implementation, global LAN and Desktop and Laptop refresh at client facilities (37 countries), and support of cross-functional IT operations.►Overall Scope (2000—2008): Portfolio of 150 in-flight projects. Technical Integration Budget $34M fixed). Staff of up to 15 (direct) 400+ (indirect). Multiple Service Offerings working with EDS Agility alliance partners.►As Programme Director (2008-2009), captured 25% reduction in number of legacy projects. Established KPIs to measure overall order-to-cash delivery resulting in 25% improvement.►As Business Planning Manager (2001-2004), grew startup business. E-solution new LOB in Canada. New Platform across 4 Regions and saved more than $1M (productivity targets).►As Managing Consultant (2000), managed team of system architects and business and technical consultants during $5.2M sales pursuit to develop SLA and web hosting design for B2B client.