Matthew Godfrey Email and Phone Number

• Responsible for delivery of Managed Service, Digital Workplace including Service Desk, Onsite Support and End Point Management. • Accountable for delivery of all SLAs for sub-service line services delivered in the region while driving continual improvement and improving overall client satisfaction. • Thought leader for driving the digital transformation agenda for NA clients, while overseeing run-transformation projects throughout Global Delivery Centers(e.g. Process and Tool Standardization, Automation, Continual Service Improvement). • Accountable for vendor management and partner relationships for 3rd party Managed Service providers• Accountable for the overall teams’ compliance towards qualitative, regulatory, legal, contractual and Best Practices procedures.• Accountable for all End User Services solution review and approvals for Managed Service Organization• Delivery consultant supporting sales pursuits, presenting capabilities, continual service improvements and industry best practice in End User Services space.

• Led an organization of ~450 employees within North America supporting ~20 managed services accounts for Service Desk and Remote Resolution Support across US, Canada, India, Eastern Europe and China. • Accountable for the design of SLAs/OLAs and effective delivery against targets, worked closely with clients at executive level to design and delivery service best match to their dynamic needs. • Successfully guided teams through periods of significant organizational transformation while continually growing both revenue and gross margin• Stood up new Delivery Center for Service Desk and Service Management organizations which complied with organization security standards and improved BCP/DR capabilities • Implemented LEAN program initiative focused on ShiftLeft, resulting in 15% reduction in contact volumes through automation and improvement of 10% in first call resolution across account portfolio• Led program for the region for digital transformation for chat, AI chatbot, PW automation and Service Request Management

• Organizational management of ~750 employees globally supporting ~35 managed services accounts for Service Desk, IMAC and Remote Resolution Support. • Total budgeting and forecasting responsibility for ~40M/annually. • Actively participate in strategic and business planning to develop strategies ensuring long term profitability growth and overall competitiveness through continual improvement and best practice implementations (ie: ITIL, ShiftLeft, AI Bot and Automation). • Serve as senior leader contact for client relationships and business growth opportunity• Responsibility of +200 Service Levels (SLAs/SLOs) and Key performance Indicators.

• Overall ownership of the End User Services strategic investment streams and associated business plans to improve quality, productivity, and overall service delivery across all North American accounts. • Acted as a thought leader to IBM client teams to grow existing services by understanding the dynamics of the client environment and providing service delivery recommendations. • Additionally acted as advisor in the area of critical situation management for troubled accounts.

• Day to day operational management of several IBM strategic outsourcing accounts for Service Desk, IMAC, Identity & Access Management and Remote Resolution Support. • Overseeing the achievements of numerous Service Levels, productivity and overall continual improvement programs. • Provided performance management to 70 employees in Canada and the US. This included overall performance ratings, recognition and on boarding/off boarding of resources.

Provided leadership and direction to Service Desk and Identity & Access Management teams for various IBM clients. Responsibly for understanding operational processes, gathering requirements, managing scope and ensuring highest level of service, while delivering to contractual obligations.