Richard Thomas

Head of Service Management, South Asia - International Sales and Service Telstra Enterprise

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.

CONFERENCE DAY ONE: TUESDAY 03 MARCH 2020

Tuesday, March 3rd, 2020

4:15 PM From Cost to Profit Centres: Deploying Lean Tools and Techniques to Achieve Operational Excellence

  • How can Lean play a pivotal role in shaping the contact centres of tomorrow?
  • Spearheading business transformation and change programs to enhance customer service and experience
  • Realising operational efficiency and effectiveness with an emphasis on customer value drivers 

Check out the incredible speaker line-up to see who will be joining Richard.

Download The Latest Agenda