Richard Thomas has twenty years’ experience largely based in Singapore in the Management Consulting and Telecommunications sectors. Richard currently works for Telstra International as the Head of Service Management & Delivery. Richard has had a variety of roles, including Service Management, Service Transition, Product Introduction, and Contract Management. Richard has managed some of the largest outsourced networks in the region and built high-performing service desks, shared service capabilities and service management teams in Singapore, Malaysia, China, India, Philippines, Prague and Budapest. As an ITIL v3 expert (actively pursuing ITIL v4) & author of the white paper ‘Zero Preventable Downtime’, Richard has a deep passion for Customer Service, Continual Service Improvement, and Service-led revenue growth.