Gartner Outsourcing & Strategic Partnerships Summit

Rob Addy is a research director in Gartner's Technology & Service Provider Research division, focusing on software and hardware support services across EMEA. Mr. Addy also covers the provision of desktop support services in an outsourcing context within the region.

Chris Ambrose is a vice president in Gartner Research, leading research efforts in managing strategic IT relationships, applications outsourcing, and the hosting and management of enterprise applications (ERP, messaging and collaboration). Mr. Ambrose currently serves as Gartner's lead analyst covering IBM, with specialization in IBM's professional services and outsourcing business.

Robert Hoyle Brown is a managing vice president in Gartner Research, responsible for the Applications and Business Process Services group, a worldwide team of analysts responsible for Gartner's core coverage of IT services related to applications, business process outsourcing (BPO) and business consulting services, as well as market metrics for the IT services industry at large. As an analyst, Mr. Brown previously led Gartner's worldwide coverage of human resources outsourcing (HRO) and the broader BPO market, as well as cloud business process services.

Linda Cohen is a vice president and chief of research in Gartner Research, where she leads the worldwide focus and development of Gartner's sourcing research, providing life cycle advice to clients procuring or delivering strategic sourcing services. Ms. Cohen co-authored the book "Multisourcing: Moving Beyond Outsourcing to Achieve Growth and Agility," published November 2005 by Harvard Business School Press.

Claudio Da Rold is a vice president and distinguished analyst in Gartner Research. His coverage includes two related areas: sourcing strategies within client organizations (how to achieve business objectives by leveraging on outsourcing and external services) and outsourcing and services market industrialization (how the service market evolves and how this impacts service providers and their business models). In the first area, Mr. Da Rold is an expert on sourcing models such as joint ventures, consortia and Insourcing; has developed approaches for building a sourcing strategy encompassing IT and business process services; and has supported the decision-making process for sourcing strategies in major organizations across Europe and internationally. In the second area, Mr. Da Rold has co-developed the Gartner vision for the outsourcing and service market transformation in the past decade, anticipating most of the current major trends. In 2007 and 2008, he led the alternative delivery and acquisition model (ADAM) integrative research theme across Gartner worldwide to then lead a research community on infrastructure as a service and infrastructure utility services. Currently, he is leading the research on industrialized low-cost services (ILCS). From a European research perspective, he has a leading role in the European Magic Quadrants for data center outsourcing and infrastructure utility service, help desk outsourcing, and desktop outsourcing.

When Dana joined BP in October 2007, he took responsibility for the global IT strategy and capability supporting all the firm’s operations including its Refining; Marketing and Exploration; Production businesses, as well as its commodity trading operation. As part of BP’s current change agenda, Dana is transforming the IT organization to maximize the competitive edge and value that information technology provides to the firm. Outside of IT, he holds Group wide responsibility for Indirect Procurement. Dana has over 25 years of experience gained from leading and delivering large scale IT strategies and projects. He joined BP from General Motors where he held the position of Chief Information Officer, North America, leading the information management organisation for the North American region of the company. Prior to General Motors, Dana was the Global CIO for Tyco International and before that, CIO of the Americas for Siemens. He has held a number of positions at Rockwell Space Systems Division, ultimately achieving the position of Director of Information Management supporting Rockwell’s Space Shuttle programme. Dana holds an undergraduate degree from the University of Southern California and a graduate degree from National University.

Cassio Dreyfuss is a vice president in Gartner Research, in the Office of the CIO research team. He focuses his research in the areas of business-IT interface. On the business side, he addresses the business value of IT, the business role of the IT organization, demand management and service outcomes; on the IT side, he addresses IT strategy, planning, governance, management and organization issues. His leading research interests are in the area of IT services management under the perspective of collaborative groups and their strategy, synergy and governance. Mr. Dreyfuss also focuses on organizational collaboration, development and change management issues. In addition, he follows IT trends and directions in Latin America.

Born – September 1959 Married to John. No Children. Lives in Ireland Qualifications: MBA in General Business & Administration Bachelor of Science in Physics & Applied Mathematics ACCA (CPA) Diagnostic Radiographer Languages: French & German Currently holds position of Senior Director – Commercial Operations & Strategy Employed with Travelport for 11 years serving in a variety of leadership positions: EMEA Commercial Manager Director of Customer Support EMEA ( All Functions) Director of Global Support (Customer Problem Management) Sr. Director of Global Customer Support (Travelport) Prior to joining Travelport previously employed by Pfizer Inc for 12 years holding several financial and commercial positions and finally as Business Development Manager EMEA

Baroness Tanni Grey-Thompson is Britain’s greatest Paralympic athlete. She competed in five Paralympic Games, winning 11 Gold Medals, and is acknowledged as one of the most gifted and courageous sportswomen of her generation. In addition to her outstanding Paralympic achievements, between 1992 and 2002 she won the London Wheelchair Marathon a total of six times. Now retired, Tanni still plays an active role in the administration of sport. Amongst other positions she is a consultant to the 2012 Organising Committee, a Laureus Sport for Good Foundation Trustee, non-executive director of UK Athletics, on the board of Transport for London and is an International Inspiration Ambassador for UNICEF. In 2005 she was made ‘Dame’ Tanni Grey-Thompson DBE for her services to sport, while in 2010 she was elevated to the House of Lords as a “people’s peer.” With specialist interest in sport, disability, health and youth development she sits on the crossbenches, bringing a wealth of experience and authority to the House.

Ashish is president of Portfolio & Service Design, BT Global Services. BT Global Services provides Networked IT services to BT’s global multi-national customers across UK, EMEA, Asia Pacific and the Americas. Ashish has dual accountability reporting into both Jeff Kelly, CEO BT Global Services and Clive Selley, CEO of BT Innovate & Design. BTI&D - designs and implements BT’s network, systems and business processes for all BT units globally. In his capacity as President P&SD, Ashish has the responsibility for implementing global services network and IT strategy global. He is responsible for BT Global Services Portfolio offerings. His mandate is to drive increased profitability and improved customer satisfaction for BT Global Services through rationalising networks, systems and processes, standardising & enhancing portfolio offerings and supporting customers on scalable, high-performance platforms, right first time, every time. With extensive experience across BT, he has held positions including Managing Director for BT Global Platforms where he was responsible for delivering the platform-based IT Strategy for all the businesses within BT Group. Prior to this, Ashish was the IT Director responsible for bringing new products and services to market and was Deputy CIO for BT Wholesale. Before joining BT in 2004, Ashish spent around 9 years with Tech Mahindra in various roles, latterly as an IT delivery director responsible for Tech Mahindra’s CRM practice. He holds an MBA (General Management) from the London Business School.

As Deputy CIO at HM Revenue and Customs, Mark is focussed on ensuring the delivery of high quality IT Services for one of the largest IT environments in the UK and one of the largest public sector outsourcing contracts. Mark joined the Civil Service from the Utility industry where he held a number of senior IT leadership roles in both UK and International organisations. A Chartered IT and HR Professional, with a MBA from the University of Birmingham, Mark has been closely involved with the IT Service Management Industry since the early 1990’s and is a former Chairman of ITSMF UK and acknowledged industry expert.

Adam Harhoff is CEO of IF IT Services, a company in the IF P&C Insurance group. He has extensive experience as a leader in the public and financial IT industry in the Nordic market, both from the vendor side, being responsible for delivering IT services to financial businesses, and from a customer perspective as a leader of in-house IT departments. In his current position he is responsible for the procurement and delivery of IT operations and Infrastructure, as well as for developing If’s sourcing strategy and governance.

Anthony has run the Global IS Transformation programme at Vodafone for the last 2 years which has delivered both significant cost reduction and productivity improvements across the IS function. Prior to this role Anthony worked at Board level in Vodafone's UK business and at PricewaterhouseCoopers. A specialist subject in the last 5yrs has been the strategy, implementation and management of large sourcing relationships. On a personal level Anthony is a director on the boards of an international charity and an international multi-faith school, and is developing an education programme in eco-Technology.

Helen Huntley is a vice president in Gartner Research and currently provides analysis on global (offshore), nearshore, domestic and rural outsourcing, sourcing strategy, assessing outsourcing readiness, contract terms and conditions, evaluation and selection of service providers, negotiations and renegotiations with service providers, transitions, IT vendor management, vendor risk management and delivery using single, multiple, domestic or global outsourcing providers.

Gajen Kandiah is a proven entrepreneur and business leader who has demonstrated his ability to build winning IT businesses within multinational corporations and startups for over two decades. As the Global Head of Markets for Cognizant’s Business Process Services (BPS) business unit, he is responsible for accelerating the growth of the BPO business, developing services and solutions leveraging the synergies between ITO and BPO, and extending Cognizant’s capability to become a leading provider of Business Services Automation and Management solutions. These solutions will include Business Process-as-a-Service (BPaaS) and combine new business, delivery and commercial models to help customers embrace the Future of Work.

Frances Karamouzis is a research vice president in Gartner Research and Advisory Services. Ms. Karamouzis focuses on the IT services and outsourcing market and is also the lead analyst for global sourcing research in North America.

Matthias Kiebel is the IT Service Operations Manager of the ManpowerGroup Germany. He was the architect who transformed a traditional IT organisation into an effective service oriented organisation applying ITIL v3 standards. In line with the reorganisation Manpower Germany outsourced their SAP, WAN and Desktop systems. He focuses now on maturing requirements and supplier relationship management. Prior to this role, Matthias managed the EMEA region data centre for his former employer - a fortune 500 company- and actively contributed to designing, establishing and implementing the relevant Service Delivery and Support processes. The C-level then trusted him with the task of designing and establishing a CMMI-based Quality Assurance process for an ERP implementation programme.

In his past 12 years with Dover-PIDG, Frans has held several senior management positions in various business units. Since January 2005, he has been the SVP and CIO for Dover-Product Identification Group. Before he joined Dover-PIDG, Frans was the European Manager of Ontrack as well as the General Manager of Ontrack Germany and France where he built that organization from day one. Prior to Ontrack, he had his own consulting company, focussing on increasing productivity of sales/services processes and production facilities. He started his professional career with HP in 1972 where he worked for more than 15 years in various positions and countries around the world. His last position was Operation Manager of the Factory Automation division in Germany. During the 5 years with Digital Equipment at the European management level he was responsible for setting up country organizations to promote and sell Total Services Solutions. After DEC he was Technical Manager for Europe, and responsible for setting up a European organization for Iomega. He holds an EE-degree from a Technical College in Haarlem, NL.

Jim Longwood is a research vice president in Gartner Research, where he is part of both the Asia/Pacific and global IT services teams. He is responsible for undertaking research on sourcing best practices, trends and market positioning of external service providers in the Asia/Pacific IT services market, as well as for providing industry analysis and strategic advice for regional Gartner clients and IT sourcing policymakers. Mr. Longwood is a regular presenter at various Gartner events in the region on the outsourcing life cycle, sourcing strategies, evaluation and selection, SLAs and OLAs, contract negotiations, and transition and management of service deals. He focuses on the service integration role, infrastructure outsourcing, system integration and cloud services, and also assists clients with consulting, BPO, shared services and offshore outsourcing deals. He has experience in a range of verticals, including health providers, government, utilities and resources.

John Madelin is director professional services EMEA for Verizon Business. In this key role, Madelin is responsible for enhancing the company’s delivery of Communications, Cloud, and Security solutions to Verizon Business’ enterprise and government customers in the region. Madelin has over 15 years experience in a variety of senior roles within the IT security field, including advisory board roles to a wide variety of hi-tech companies. Madelin's perspectives on the application of IT in all its flavours come from his combination of backgrounds as both an IT professional and previously FD and Chartered Accountant.

Ian Marriott is a research vice president in Gartner Research, where he is responsible for the external service provider area. His focus is on outsourcing, with a particular emphasis on strategic sourcing and offshore outsourcing. Mr. Marriott leads Gartner's offshore research community, which focuses on IT and business process outsourcing, global sourcing and delivery models, emerging supply markets and best practices. He is a frequent speaker and presenter at numerous Gartner and external forums and events around the world, and he is extensively quoted in the national and international press.

Bill Maurer is a vice president and research director in Gartner Research. Mr. Maurer currently serves in the area of IT Services and Sourcing. He is responsible for primary research in the sourcing lifecycle phase two vendor selection, phase three contract and deal development and phase four relationship management and is a leading author on performance measurement, performance dashboards and service-level development.

As Director of Home Office IT Denise represents a new breed of leaders, engaging, enabling innovation and focusing on building high performing teams of predominantly Civil Servant IT professionals. She has a strong track record of challenging established norms and successfully delivering complex business and technology change in government. At the Home Office she has been responsible for transforming the IT department, ensuring that the Home Office is poised to capitalise on pan government services, achieving 30% cost reductions, dramatically improving services, and positioning the Home Office to play an active part in the government cloud programme, shaping the future strategic direction for IT within the government. She also personally sits on many of the senior supplier forums. Outside of work, Denise is involved in a number of charitable organisations, helping homeless and disadvantaged people to improve their IT skills.

Richard Mitchell is a managing vice president in Gartner Research, where he is team manager for IT Sourcing, with a focus specifically on outsourcing. Mr. Mitchell has 34 years of experience in the IT and telecom industry and has been with Gartner for 22 years. Previously, Mr. Mitchell managed Gartner's EITL and ESCL peer forum research team. Before that he managed the IT Asset Management and Procurement team, and prior to that he worked in Gartner product management. For the five years prior to that he ran Gartner's Cross Technology Group, delivering two products: Gartner Invest and the Cross Technology Program (CTP). He has had various business development roles and spent five years as director of the Gartner Dataquest Telecom Europe service. Mr. Mitchell spent his first three years in Gartner as a networking analyst.

Steve Narramore is a vice president in Gartner Consulting. He carries out a wide range of benchmark and consulting studies in all industry sectors and specializes in PC and help desk environments and in "green ICT." Currently he is development manager for global benchmarking products and an acknowledged expert in and strategic contributor to the evolution and development of the price benchmark and BA's tiered product set.

Mr. Oliver has worked for Aviva for 24 years in a variety of roles, starting in IT around consultancy and desktop support, moved into Intel Server Support and eventually into management of Email, Database and Service Improvement teams. In 2004, Mr. Oliver created and ran the new Inventory & Asset Management Service. This service, along with the entire service management community, transitioned to an ITIL-aligned organizational structure in 2005/6 from where the Inventory and Asset Management service commenced its transition to Configuration Management and his role expanded to cover Change and Release Management as well. Richard is now the Governance and Relationship Manager for Aviva's Datacentre outsource contract as part of the Aviva UK Commercial Team. Richard is a frequent speaker at UK and US Conferences and events.

Clyde Pereira was appointed the Chief Information Officer of Coca-Cola Hellenic, effective November 1, 2004. Clyde joined The Coca-Cola System in 1985 as Bottling System Manager for the Northwest Europe Division of TCCC, in which he was responsible for countries including Ireland, Greece and Cyprus. In 1992 he joined Molino Beverages as IS Director for Greece, Ireland and Nigeria. In this role, he successfully executed the plan for expansion of Information Systems in line with the new franchise acquisitions across seven Eastern European countries. Since 2000, Clyde has headed up the Strategic Services Department within IT with the responsibility of setting the strategic direction on business systems initiatives including SAP, BASIS, mobile solutions, and key customer initiatives such as data synchronization and e-collaboration. Clyde is married and has 4 children. He enjoys golfing, fast cars and his 2 horses

Frank Ridder is a research vice president in Gartner Research in the area of IT services and sourcing. He mainly helps organizations through the sourcing life cycle for infrastructure services, including the data center and the end-user side. He is a leading author on multisourcing competencies, infrastructure utilities and cloud sourcing. Mr. Ridder drives primary research in Phase 2 (vendor selection) and Phase 3 (contract and deal development) and is also responsible for German Gartner for IT Leaders portal for Sourcing and Vendor Relationships.

Katja Ruud is a research director and agenda manager in Gartner Research. Her personal research agenda focuses on the full aspects of provisioning or procuring voice services covering both the service provider and end-user perspectives. She is also one of Gartner's leading analysts in the area of fixed mobile convergence and substitution.

As Director for Shared Services in the Home Office, Fiona has been responsible for delivery of shared IT, property, information management and shared business services since 2008. Previously, Fiona was Strategic Programme Director within the UK Border Agency, responsible for overseeing the Agency’s major programme portfolio, and led the team delivering the IND Review in July 2006. She has also headed a number of operational and corporate service units, leading work on Home Office performance and delivery, HR & equality, police resources and mentally disordered offenders. Fiona is also a trustee of the Avenues Trust, providing support services for people with learning disabilities and mental health issues.

Cathy Tornbohm is a Gartner vice president responsible for business process outsourcing (BPO) research. She specializes in BPO for administrative purposes, including human resources, finance and accounting, and procurement. Her research includes analysis of end-user requirements, BPO companies' market offerings and market sizing of BPO adoption.

Dr Gervais Tougas received his medical training at McGill University where he graduated in 1981 (MD,CM). He then trained in Family Medicine (CCFP 1983), Internal Medicine and Gastroenterology (FRCPC, 19879) at McMaster University. He subsequently had further Post Graduate Fellowships in GI Physiology and Neurophysiology at McMaster University and Johns Hopkins University. He was the recipient of a Clinician Scientist Career Award from the Canadian Institute of Heath Research. He was a faculty member at McMaster University as tenured Professor of Medicine and Gastroenterology, Member, Intestinal Disease Research Program and Head, Division of Gastroenterology and Endoscopy, Saint Joseph’s Hospital. His basic and clinical research was focused on GI inflammation, motility and visceral perception. He joined Novartis in Basel in 2004, as Deputy Head, GI Clinical Development (2004-2006). In 2006 he became Translational Medicine Head for Gastroenterology and in 2007 Global Head, Translational Medicine until 2009, when he became Global Head for Pharmacovigilance Operations. Since January 2011, he has been Global Head Drug Safety and Epidemiology. He has been Chair of the Clinician Scientist Review Committee of the Canadian Institute of Health Research (2002-2005), Co-Chair, Scientific Review and Ethics Committees, McMaster University (1999-2002) and consultant on Gastrointestinal Drugs for the Ministry of Heath, Province of Ontario and on Drug Safety of GI drugs for Health Canada (1998-2004). He has been a member of the Editorial Board of 10 peer reviewed scientific journals.

Gianluca Tramacere is a research director in Gartner Technology & Service Provider Research. His focus is on the IT outsourcing market in Europe, including sourcing strategies and offshore IT services. In these areas, Mr. Tramacere is responsible for analyzing major trends in the market and for managing Gartner's forecasts for IT management services in Europe, the Middle East and Africa. He has considerable experience in providing advice to service providers to assist them in the design of their optimum go-to-market strategy. In addition, he is responsible for advising end-user organizations on sourcing strategy, focusing on the evaluation and selection criteria needed to identify the ideal provider to establish a successful, long-term relationship.

Gilbert van der Heiden is a research VP in Gartner Research in the area of IT services and sourcing. He covers the sourcing life cycle from strategy, through selection and contracting, to management in general. In detail, he addresses application outsourcing, testing services, (multi)sourcing organization and vendor management.

Gaby van Otterdijk is a director within Gartner Consulting, is part of the Gartner Consulting Benelux Management Team, and is client manager for all High Tech and Telecom accounts in the Benelux, ensuring that the Gartner strategic advice is fit for purpose, utilizing the in-depth experience and knowledge of both Gartner Consulting and Research. Mr. van Otterdijk heads the Sourcing Practice for Gartner Benelux. He and his team support clients in all stages of the sourcing life cycle: sourcing strategy, transaction brokering and sourcing management, which includes cloud computing and SaaS services. As an operations manager, Mr. van Otterdijk is also responsible for the Gartner Consulting Operations of Gartner Benelux. His main specialty is managing and/or controlling effective and efficient operations and service delivery, mainly in the IT area and often in outsourced environments. As a board member of the European Outsourcing Association (EOA), he represents the Dutch wing of the EOA, the Platform Outsourcing Nederland (PON). Additionally, he is the treasurer of the PON. Mr. van Otterdijk joined Gartner in May 2006, is based in Amsterdam and lives in Breda.