Kent Thomas

About Kent Thomas

I am a Strategic Information Systems and Information Technology thought leader offering…

Experience

1. Delivery Senior Director

   NTT DATA North America

   Dec 2018 — Present

   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.

Education

• School Computer Technology

  Computer Programming

  1986 — 1988

Skills

• Pmo
• Pmp
• Leadership
• IT Strategy
• Sdlc
• Solution Architecture
• Program Management
• IT Operations
• Risk Management
• Outsourcing
• Service Delivery
• Business Analysis
• Stakeholder Management
• Software Project Management
• Itil
• Erp
• Requirements Analysis
• Cloud Computing
• Business Development
• Data Center
• IT Service Management
• Integration
• Project Portfolio Management
• Change Management
• Consulting
• Project Management
• Project Planning
• Governance
• Business Process Improvement
• Service Management
• Information Technology
• Project Delivery
• Strategy
• Resource Management
• Business Transformation
• IT Management
• Professional Services
• Software Development Life Cycle (Sdlc)
• Business Process
• Management Consulting