Kevin Thomas is a conscientious leader with over 20 years of experience managing teams and delivering IT solutions. He is currently working to define new business processes at Clydesdale Bank. Previously he was a Team Lead at IBM, overseeing a team providing application support. He has a range of technical skills including programming languages, databases, and ITSM tools.

1. Kevin Thomas
0141 942 8457
07840 747 267
kev_thomas@btinternet.com
uk.linkedin.com/in/kevinthomasIT
Profile
A conscientious, people focussed leader who brings dedication to their role and succeeds through
perseverance. Has supported teams both onshore and offshore, providing a clear vision on how to
achieve goals as a team.
Technical & Specialised Skills
Languages Unix Shell Script, VB, PL/SQL, SQL, JavaScript, HTML, CSS, JSP
Platforms Windows, Mac, Unix, Linux,
Other Oracle RDBMS (up to r11), Remedy ITSM, PVCS, EMC Documentum, EMC
Replistor, Apache Tomcat, Jira, HipChat
Professional Experience
Clydesdale Bank – Solution Design Team Lead - 2015 - Present
In this role, I oversaw the provision of Solution Design services into a multitude of projects running
within the Bank, managing a team of 17 Solution Designers – both permanent and contractor. The
role encompassed the following:
• Allocation of resources to projects as required, through discussion with project managers to
identify appropriate resourcing levels, and skills.
• Review holiday requests, staff appraisals, and objective setting, setting development plans
• Assist in managing workloads of team and ensure succession planning in place.
• Monitoring of Resource Allocation / Availability for all staff detailing support and project
commitment, holidays, training etc.
• Identify, document, review and implement opportunities for improvements to reduce costs and
improve efficiency for the Customer and our organisation.
• Identify and manage issues and risks and carry out reviews of these with the Team and Head
of Solution Design.
• Attend fortnightly Initiate and Assess meetings where projects are initially surfaced.
• Responsible for the recruitment process for both permanent and contractor resources into the
Solution Design Team.
• Ensure projects engage early with Solution Planning process to enable greater planning for
success of project activities.
More recently, due to restructuring within the bank, my role has been focussed on creating a new
business process within the Banking, Payments & Testing department to support the initiation of
projects in this area.
In this role, I am working alongside two colleagues to shape the various stages of the process;
defining the inputs and outputs required at each stage, identifying the key staff required and defining
the KPIs which will be used to measure the effectiveness of the process. As part of this work, I am
also designing a business workflow within Jira to manage the various stages that a project will
progress through prior to business case submission.

2. IBM - Application Support Team Lead - 2011 - 2015
In this role, I oversaw the provision of support and development services into the Energy Networks
business division of ScottishPower, managing a team of five onshore and four offshore staff. The role
encompassed the following:
• Daily liaison with key Customer representatives regarding the status of support calls; project
work, requests for additional work, advice and or information.
• Ownership and management of problems from initial discussion, through to resolution.
• Regular review of team assigned incidents in ITSM. Ensure that support SLAs are met.
Provide resolution and background details pertaining to selected ITSM incidents to Customer
Service Leads and Incident Managers for input into Business Incident Reports.
• Work closely with, and attend regular scheduled meetings with Customers and other Service
Delivery Team members, Project Managers, Client Service Leads and Client Demand Leads
to ensure Customer satisfaction and continued high standards of service.
• Identify and manage issues and risks and carry out reviews of these with the Team and
Senior Management.
• Identify, document, review and implement opportunities for improvements to reduce costs and
improve efficiency for the Customer and our organisation.
• Advise on technical aspects of project and support work brought into the team, liaising with
Customers, to help them gain effective use of their applications and business processes.
• Ensure proper execution of processes by colleagues through peer review of support
documentation, team processes, code changes, change requests.
• Review holiday requests, creation of team standby (24x7) rotas, staff appraisals, and
objective setting.
• Assist in managing workloads of team and ensure succession planning in place.
• Completion of Resource Allocation / Availability Forecast (3 months) for all onshore and
offshore staff detailing support and project commitment, holidays, training etc; succession
planning and maintain team action plan.
• Prepare and contribute to project estimates for client work through liaison with Portfolio
Leads, key team personnel, Contract Management and other support teams as required.
Key Achievements
• Identified and developed new support stream within key area of mobile applications for a
customer; resulting in improved customer relationships; customer satisfaction and increased
awareness of our team capabilities.
• Effective communication to all internal/external stakeholders during incidents, providing
reassurance and updates until resolution leading to positive feedback from customer
representatives.
• Organised team to focus onshore on developing service improvements to reduce number of
incidents lodged on a daily basis. Call numbers reduced by around 50% per month as a
result.

3. SAIC LTD/ACCENTURE - Senior Engineer - 2001 – 2011
Senior Engineer and Deputy Team Leader responsible for the delivery of support services to a major
utilities customer. Ensuring day to day running of around 48 applications, some of which are critical to
the customer's daily operations. The scope of this role covered:
• Identifying and developing Service Improvements to reduce call numbers, and provide more
effective monitoring of supported applications.
• Providing monthly statistics on team performance against call resolution Service Level
Agreements (SLAs).
• Prepare and contribute to project estimates for client work through liaison with stakeholders at
all levels
• Effective communication to all internal/external stakeholders during incidents; providing
reassurance and updates until resolution, leading to positive feedback from clients.
• Manage delivery of project activities on time and on budget.
• Identify and manage issues and risks and communicate mitigation strategies to all levels
• Problem ownership and management through to resolution
• Mentoring staff in software engineering best practice
Key Achievements
• Ensured team remained focused and productive during TUPE process. Engaged with team to
ensure they understood the drivers behind the change and how it was likely to impact on the
team. These actions enabled the team to feel better equipped throughout the transition.
• Conceived and built a new website to provide customer with one-stop information on key
systems to prevent raising of Request For Information (RFI) type incidents, improving
productivity and increasing customer satisfaction.
• Developed multiple monitoring solutions for UNIX based applications to improve problem
identification and resolution. This resulted in being more proactive rather than reactive, and
being able to provide the customer with greater reassurance of a prompt response to issues
before they escalate.
CMG UK LTD - Consultant - 1999 - 2001
MARCONI MARINE LTD - Senior Analyst/Programmer - 1998 - 1999
STUDENT LOANS COMPANY - Analyst/Programmer - 1996 - 1998
BAESEMA LTD - Junior Technician - 1988 - 1996
Professional Development
• ISEB certification in Consultancy Practice
• ITIL v2 Foundation Certificate in IT Service Management
• IBM CAMSS Training (Cloud, Analytics, Mobile, Social and Security)
• Internal Quality Management (ISO9001:2000)
• Technical Fundamentals of Documentum and XCP
• Core/Advanced Foundations of Microsoft .NET 2.0 Development
• Oracle 10gs Administration
Outside Interests
Photography (mainly music/theatre and corporate/charity events).