Tom Eppinger

About Tom Eppinger

I am an experienced management professional with a broad-based business experience in…

Experience

1. IT Service Delivery Manager and Business Relationship Manager

   NetApp

   Jan 2014 — Present · Raleigh-Durham, NC, US

   Represent IT to the Customer Success Operations (CS Ops) organization including Service Delivery, Global Support, and the Quality and Process Innovations teams• Implement and drive adoption of an IT Service Management methodology in the CS Ops space as part of NetApp’s IT transformation• Manage Annual Operating Planning (AOP) activities with CS Ops stakeholders to drive business cases, budgetary processes, and provide rationale and priority to key initiatives• Lead efforts for project approvals through the IT and Business governance processes• Manage the delivery of key technology projects• Developed and drove implementation of a High Availability business continuity plan for critical CS Ops capabilities that are directly impacting customer satisfaction and cost metrics

Education

• Duke University

  BSE, Mechanical Engineering

  1989 — 1993

• Duke University - The Fuqua School of Business

  MBA

  1997 — 1999

Skills

• Customer Experience
• Business Process Improvement
• Business Analysis
• Global Operations
• Management Consulting
• Cross-Functional Team Leadership
• Change Management
• Program Management
• Business Strategy
• Strategic Planning
• Call Centers
• Vendor Management
• Strategy
• Management
• Telecommunications
• Project Planning
• Business Process
• Data Analysis
• Agile Methodologies
• Consulting
• Saas
• Crm
• Cloud Computing
• Process Improvement
• Outsourcing
• Operational Excellence
• Enterprise Software
• IT Strategy
• Customer Relationship Management (Crm)
• Software as a Service (Saas)