Craig Thomas Email & Phone Number

Liverpool, Gb

University Of Liverpool

United Kingdom

Accountable for end to end IT service portfolio for the business domain. Overall responsibility for leading service delivery end-to-end supporting the business directorate through combination of insource and outsource operating models, including integration and management of services, across business applications, infrastructure and managed / cloud services. Senior level programme oversight and sponsorship of infrastructure and application development, along with delivery, performance and… Show more Accountable for end to end IT service portfolio for the business domain. Overall responsibility for leading service delivery end-to-end supporting the business directorate through combination of insource and outsource operating models, including integration and management of services, across business applications, infrastructure and managed / cloud services. Senior level programme oversight and sponsorship of infrastructure and application development, along with delivery, performance and commercial management of strategic partners and vendors, governance, controls and risk mitigation. Delivered performance turnaround (improved customer experience) through operational excellence, service analysis, best practice and service improvements as well as double-digit% reductions in run-costs (improved margin). Show less

London, United Kingdom

Overall responsibility for Customer Management for shared and managed infrastructure and communications services across the entire customer base / market verticals. Led team of high achieving Service Directors, Service Managers and Service Consultants focused entirely on service excellence and sustained customer engagement and relationships, resulting in long term customer loyalty, pipeline generation and up-sell opportunity. Delivered business model innovation and organisational /… Show more Overall responsibility for Customer Management for shared and managed infrastructure and communications services across the entire customer base / market verticals. Led team of high achieving Service Directors, Service Managers and Service Consultants focused entirely on service excellence and sustained customer engagement and relationships, resulting in long term customer loyalty, pipeline generation and up-sell opportunity. Delivered business model innovation and organisational / transformational change, resulting in reduced costs (increased margin), business value (trusted partner) and customer retention (revenue protection). Executive responsibility for senior peer-to-peer and C-suite customer engagement / relationships. Accountability for run rate annuity revenues >£100m & TCV >£300m Show less

London, United Kingdom

Accountable for the overall Service Portfolio, with end-to-end responsibility for Service Operations, including Shared and Managed Service Infrastructure and Communications for >17k Customers and annual revenues >£300m. Responsibilities extended across operations including Service Desk 24x7x365, Technical Support, Billing Enquiries, as well as Service Management. Specific focus on service delivery excellence through best practice, process optimisation and organisational alignment. Tiered… Show more Accountable for the overall Service Portfolio, with end-to-end responsibility for Service Operations, including Shared and Managed Service Infrastructure and Communications for >17k Customers and annual revenues >£300m. Responsibilities extended across operations including Service Desk 24x7x365, Technical Support, Billing Enquiries, as well as Service Management. Specific focus on service delivery excellence through best practice, process optimisation and organisational alignment. Tiered customer management. Delivered class-leading service performance metrics for ASA, FCR, and CSI, in line with product service commitments and industry benchmarks. Optimised headcount and delivered on various downsizing initiatives and plans ~ 10% annually. M&A integration with C&W, including organisational restructuring and staff TUPE. Show less

Manchester, United Kingdom

Overall responsibility for Service Management - professional customer account management for all standard and managed service customers, ranging from standard propositions to high-value service contracts. Total run rate revenues >£300m across all market verticals. Strong sales collaboration with delivery of differentiated service models to successfully support various GTM strategies and notable contract wins. Delivered strategies for customer retention and development, with a focus on… Show more Overall responsibility for Service Management - professional customer account management for all standard and managed service customers, ranging from standard propositions to high-value service contracts. Total run rate revenues >£300m across all market verticals. Strong sales collaboration with delivery of differentiated service models to successfully support various GTM strategies and notable contract wins. Delivered strategies for customer retention and development, with a focus on service excellence and business process re-engineering. Designed and implemented various organisational and functional changes, including engagement and process frameworks. Built new Incubator Service Management function for on-boarding new customers and continual service improvement initiatives, with deployment of service management expertise. Show less

Manchester, United Kingdom

Interim management position leading on Infrastructure Service and Delivery end to end supporting Co-operative group IT estate, including Retail (FMCG), Specialist Retail (Travel, Funeral Care) and Corporate Services. Key areas of focus included strengthening service propositions, service performance and operating framework, as well as senior stakeholder engagement across and into the various business functions.

Manchester, United Kingdom

Interim management position in IT focused largely on Infrastructure and Business Applications service & supplier performance. Led on executive stakeholder engagement and relationship management, delivery of TOM Commercial Framework across E2E, ISS and BPS. Delivery included performance management of services end to end. Also provided CIO advisory on service-based organisational design work-streams covering operating models, cost optimisation and management controls, role definitions, and… Show more Interim management position in IT focused largely on Infrastructure and Business Applications service & supplier performance. Led on executive stakeholder engagement and relationship management, delivery of TOM Commercial Framework across E2E, ISS and BPS. Delivery included performance management of services end to end. Also provided CIO advisory on service-based organisational design work-streams covering operating models, cost optimisation and management controls, role definitions, and process mapping for target operating model. Show less

Glasgow, United Kingdom

Interim Head of IT & Programmes and Customer Operations. Member of the management board responsible for Information Technology, Customer Operations, and Service Management. Responsibilities extended across the IT estate including technical support, business applications, infrastructure and networks, customer service, project management and billing operations. Management of partners to leverage technology and delivery of IT estate supporting BSS and applications.

London, United Kingdom

Responsible for UK Consumer Billing for 4m residential customers, including billing operations and production, billing projects and billing strategy. Commercial and performance management for print and fulfilment vendors. Management of large multi-site operational teams.

Europe, Middle East And Africa

Responsible for IT mid-range and mainframe infrastructure, and application management services, covering technical architecture, technical support (1st to 3rd line), and database administrators. Engaged on $1b 10-year strategic outsourcing contract for Cable & Wireless Communications. Very large and complex technology estates; IBM mainframe/MVS, Tandem, ICL, Sun solaris/UNIX, Dec Vax/VMS, Storagetek, EMC, Oracle and Informix. Key projects include: Data Centre consolidation and platform… Show more Responsible for IT mid-range and mainframe infrastructure, and application management services, covering technical architecture, technical support (1st to 3rd line), and database administrators. Engaged on $1b 10-year strategic outsourcing contract for Cable & Wireless Communications. Very large and complex technology estates; IBM mainframe/MVS, Tandem, ICL, Sun solaris/UNIX, Dec Vax/VMS, Storagetek, EMC, Oracle and Informix. Key projects include: Data Centre consolidation and platform rationalisation (M&A), Y2K, integration services between OSS and BSS; Full national x.25 packet switched data network and CDR collection management platform. Show less

Master Of Science (Msc), Information Technology

Strategic Leadership And Management Level 7 Modules

National Certificate, Business Management Finance And Accounting Level 3

O’ Levels