top of page

Thomas Reed

Technology Leader |Vice President Customer Operations | Service and Implementation Delivery

​

Dynamic Technology Leader with global business and technology experience in multiple industries. 15+ years in global customer operations including, implementation of SaaS technology products and professional services, lean process improvement, customer service and success, scaling, building, and leading teams.   Extensive history in crafting and executing strategies to improve operations, increase customer satisfaction, and achieve business objectives using KPIs to measure success.  Proven track record of success and expertise in IT services strategy using various methodologies, such as ITIL and ITSM.  Dynamic problem solver with ability to simplify complex issues, valuable depth of leadership to build collaborative and cohesive teams to scale companies.   Certified Project Management Professional (PMP) with strong attention to detail.  Outstanding technical skills. Experience includes Networking, Database Management, CRM (Salesforce, Hubspot, Quickbase, Service Now, Zoho, Atlassian), Analytic Software (Zoho Analytics, Logi, PowerBI, Tableau), Project Management (MS Project, SmartSheets, Monday.com, Jira, Confluence), Microsoft Office Suite, Telephone Expense Management (TEM), Mobile Device Management (MDM), Security (Crowdstrike, SentinalOne), and AI integrations using ChatGPT to improve productivity.  

Key Accomplishments

 

  • Developed and executed strategy to build world class IT and SaaS service delivery in multiple companies.  

  • History of process improvement for Service Delivery and Operations averaging 60% reduction in resolution time, implementation time, and revenue recognition.

  • Averaged over 95% customer satisfaction metric over the last ten years. 

  • Scaled and built global teams up to 100+ employees to provide world class technology services in 15 countries.

  • Utilized lean process improvement methodologies to save over 2M+ dollars in operating costs in my career.

  • Mentored and trained teams of employees, managers, and senior leadership fostering outstanding team culture, promoting trust, transparency, and motivation.  Less than 5% average attrition in all management roles.

 

Professional Experience:

 

Connectbase, Inc. Westborough, MA                                                                                                                 

Vice President of Customer Operations  - 2022-2024

Leader of 6 diverse operations teams including, Implementation, Support, Data Analytics, Project Management, NOC, and Documentation teams.  Developed and implemented innovative programs to enhance process efficiency and drive scalability within the operations team.

  • Executed a core strategy to integrate all Customer Operations teams, resulting in stable, predictable, and measurable outcomes using OKRs and KPIs.

  • Achieved a 30% reduction in Support and Data analytics tickets and projects, while consistently improving average mean time to resolution year over year.

  • Implemented project process reducing project delivery timelines by 45%. 

  • Developed a robust 24/7 Incident management process for SaaS platform outages and platform degradation events, effectively reducing critical communication time for severity issues to less than 15 minutes.       

  • Established a deal review desk to ensure successful scoping and delivery of new business income deals.

  • Founded a tech committee to align the corporate tech stack with business objectives across all departments, resulting in approximately 75K in savings within the first four months.

 

New England Network Solutions, Inc. Lowell, MA                                                                                                                      

Vice President of IT Service Delivery  - 2020-2021

Led technology service delivery team consisting of 25 Engineers, client CIOs, and service desk.  Developed programs for employee development, training, project management, knowledge transfer, and process improvement.                                 

  • Performed enterprise resource planning, including direct hire management, training, scheduling, and skills development.  Introduced accountability metrics and ITIL templates for scalability.   Grew staff 40%.

  • Implemented project process increasing project efficiency, and customer satisfaction averaging above 96.7 % each quarter including a field service customer satisfaction metric of 100% for q2 and q3 of 2021.  

  • Implemented knowledge sharing program consisting of peer to peer, knowledge base, and continual learning programs for the service delivery team.   

  • Grew service delivery staff 40%

 

Redstone Healing Center, LLC. Stoneham, MA                                                                                                           

Head of IT and Operations, Co-Founder -  2017-2019

Head of daily operations and information technology infrastructure programs and projects.  Developed marketing and financial models, and bridged business objectives with technology solutions.                                                           

  • Program managed, engineered, and implemented all technology operations including, hardware, software, and security.

  • Led operational programs for online marketing, financial management, and people resources.

  • Decreased operational costs 15% by analyzing and using continuous process improvement.

  • Increased revenue growth 20%.

 

Tangoe, Inc., Waltham, MA

Vice President of Global Implementation and Services  - 2016–2017

A leading global provider of mobility, IT, and telecom expense management (TEM) and procurement automation software, including MaaS, and SaaS.

Championed global service delivery implementation teams with 100+ employees spanning 9 countries and all technology services. Managed resources between cross-functional teams coordinating schedules and clearing obstacles.  Worked directly with executive staff to define, support, and perform business objectives. Developed strategy, analytics, and P&L. Analyzed, and assessed viability in new products and services related to overall business strategy.

  • Reduced time to revenue recognition 33% average across 12 SaaS product lines.

  • Improved and maintained budget and revenue forecasting.

  • Developed Center of Excellence (CoE). Program Management of internal knowledge transfer and training, continual lean process improvement (DMAIC), process risk management, and program monitoring using Key Performance Indicators (KPIs).

  • Managed large global team with over 90 employees consisting of Project Managers, Engineers, and Business Analysts. 

 

Tangoe, Inc., Waltham, MA

Vice President of Service Implementation MDM  - 2013 – 2016

Directed Global Delivery team with 8 product lines including Mobile Device Management, Real-time Telephone Expense Management (rTEM), Content Management, and Containerization software. Managed Project Managers, Engineers, and Analysts. Determined strategy, analytics, processes, compliance, and direction of new product offerings.  

  • Reduced deployment and integration time 45%.

  • Architected lean process improvements (DMAIC) saving $900K+.

  • Built global implementation teams in NA, EMEA, Australia, LATAM, and APAC.

  • Product Manager of SaaS mobility offering (rTEM) using Agile methodologies (SAFe, Kanban, Scrum).

  • Developed Managed Service offering for rTEM (Realtime Telephone Expense Management software).

 

Education - Certifications

  • MBA - Master of Business Administration Technology, University of Massachusetts, Lowell, MA                 

  • Bachelor of Science - Business Administration & e-Commerce, Northeastern University, Boston, MA

  • PMP - Project Management Professional Certification, PMI®

  • ITIL Foundation 3.0 Certified, Axelos

bottom of page