Master of Business Administration (M.B.A.) @
The Open University
An accomplished, business focused, Information Technology executive with over 20 years experience, directing global delivery and transformation of end user shared services. MBA qualified with global experience in running End User Service Operations, negotiating and delivering multi-year IT outsourcing contracts, and in delivery of transformational IT projects. Experienced leading global teams, providing vision, and creating a customer
An accomplished, business focused, Information Technology executive with over 20 years experience, directing global delivery and transformation of end user shared services. MBA qualified with global experience in running End User Service Operations, negotiating and delivering multi-year IT outsourcing contracts, and in delivery of transformational IT projects. Experienced leading global teams, providing vision, and creating a customer service engagement model to support the business teams. Key attributes include a strong Customer Service and Business Orientation focus, ability to develop and deliver against strategic plans, and a track record of developing staff. Experienced working in high compliance based industries including Biotechnology, Aerospace & Defense, Banking and Information Technology companies.
Director IT @ Development of strategy for key IT Services including IT Asset management, Client Services and Desktop Engineering, to support rapid growth ~1200 scientists and engineers during 2015. From November 2014 to Present (1 year 2 months) Director, End User Computing Services @ Managed transformation of all End User core Services, supporting over 30,000 staff and partners in 45 countries. Managed six major RFP’s for over $100M in 2.5 years. Services include E-mail/Messaging, Voice/VOIP/Lync, Video Communication and Collaboration services, Desktop Management, Mobility, Partner Services, Identity & Access Management, and Print Services.Financial responsibility includes ~$35M operational budget, and ~$35M project budget
Managed ITIL based Global Service Desk, (40,000 calls/month), including Deskside Services, Field staff and Executive Support. Consolidated multiple Service Desks into a single global delivery model using a shared services platform. From March 2012 to August 2014 (2 years 6 months) Director IS @ Responsible for End User Computer services to over 30,000 staff and partners, including our Global Service Desks, Deskside Support, Executive Support, Network Printing, Desktop Imaging, Mobility, and Audio Visual Collaboration Services.
Major project included transitioning Global Support Services to a new Service Provider and the design and implementation of service delivery model for the Service Desk and Deskside Services. From August 2010 to March 2012 (1 year 8 months) Senior IS Manager @ Responsible for End User support support including Deskside Service, Desktop architecture and imaging, software packaging, delivery and print services. Responsible for the North American Service Desk utilizing ITIL practices, and for process and quality of service issues. From April 2007 to August 2010 (3 years 5 months) Senior Vice President, Client Management @ Managed the Client Relationship Management business unit, with over 150 US enterprise clients, including management of technical support, consulting services, account management, sales, and product teams. Focused on account retention and growth, through the delivery of quality support Services. From December 2003 to January 2007 (3 years 2 months) Senior Vice President Global Support @ Created a global support services team and implemented process improvements that lead to customer support generating over 35% of the total global revenue. Profitability on support services was over 60%. Other responsibilities include management of the IT infrastructure team, and account management teams. From September 1998 to November 2003 (5 years 3 months) Director of Application Development @ Responsible for managing product development in the UK and a staff of over fifty in the creation of software solutions for project and program management. Responsible for requirement gathering, product roadmap, SDLC process, training & education and product release. From June 1995 to June 1997 (2 years 1 month)
Diploma, Business, Management, Marketing, and Related Support Services @ The Open University From 1995 to 1999 Master of Business Administration (M.B.A.), Leadership, Business Management @ The Open University From 1994 to 1999 HND, Electrical Engineering @ Halton College Bob McCowan is skilled in: Customer Service, Executive Management, Account Management, Operational Excellence, Engineering Management, Program Management, ITIL, Process Improvement, PMO, IT Strategy, IT Service Management, IT Management, Change Management, Business Intelligence, Cross-functional Team Leadership
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