Matthew Womack
Parker,CO
Summary
Knowledgeable IT Leader with proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully directed cross-functional projects that resulted in significant process improvements and operational efficiencies. Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.
Highly analytical, client-focused, and tech-savvy professional with comprehensive experience in planning, developing, and introducing IT infrastructure and operations management initiatives for top-tier Contact Center/BPO organizations.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Global BCM Director
TELUS Digital
Las Vegas, NV
01.2023 - 10.2025
- I was responsible for the global business continuity strategy at TELUS Digital. My charter was to ensure our operational resilience and protect the brand reputation of over 500 clients worldwide.
- Created and implemented an ITIL-based framework for Major Incident Management, which integrated all IT operations and engineering. This led to a 15% increase in response times and significant improvements in first-call resolution.
- Led the initiative to leverage ServiceNow AI and Google CCAIP to automate end-user and customer interactions. This streamlined self-service capabilities and workflows, fundamentally transforming our operational efficiency.
- Established new business continuity and disaster recovery processes that aligned with the broader TELUS organization, enabling a seamless integration of our respective Emergency Management teams for a unified and cohesive response strategy.
Vice President and CTO
Hinduja Global Solutions, LLC, North America
Lisle, IL
01.2018 - 01.2023
- Served as key member of executive committee for HGS’ operations management across North American Customer Contact Centers
- Led the service delivery transition, enabling HGS to optimize IT resources for incident management and user support. This resulted in a significant reduction in lost revenue due to downtime (from 8% to 2% per billing cycle), enhanced the internal customer experience, and create
- Directed diverse team of 65 full-time employees and 15 contractors across multiple geographical locations with keen focus on supporting extensive portfolio of technical solutions and delivering service to over 30 Fortune 500 clients.
- Achieved greatest value for company by nurturing multiple vendor partnerships and implementing competitive bidding processes in coordination with global procurement team.
- Minimized infrastructure operational costs up to 38% through adoption of cloud services.
- Enhanced internal customer satisfaction into 90th percentile by designing unique service approach.
- Improved service level targets by 10-15% through CX portfolio transformation for completely remote workforce.
Director of IT Operations
ServiceSource International
Denver, CO
01.2015 - 01.2017
- Secured +$1.2M for the organization by eliminating unnecessary hardware, telco, and circuit costs through efforts to consolidate ServiceSource's diverse infrastructure into a single Data Center location and eliminate hardware needs at branch offices.
- Reduced 30% overall annual costs by creating and efficiently executing infrastructure strategy.
- Led and managed IT Operations teams responsible for Data Centers, CRM infrastructure, DevOps, ITSM, and site support. Developed and delivered a +$6M annual IT budget and ensured disciplined resource allocation through governance.
- Administered start-up contact center operations in the Philippines and Bulgaria, and deployed enhanced technical capabilities in Singapore, Kuala Lumpur, Northern Ireland, and the US.
- Established 24X7, 365 multi-tiered IT support desk by pioneering first ITIL based service desk in Service Source’s history while utilizing resources across Kuala Lumpur, Singapore, and Manila.
- Directed the development and execution of SDLC methodologies for Renew on Demand DevOps group; resulted in improving Compatibility Maturity Level into the 2.5 range from 1.7 baseline.
IT Director, Global Data Centers, Systems Architecture and Technology Operations
Stream Global Services (Convergys)
Denver, CO
01.2012 - 01.2015
- Secured $1.5M savings annually in facility costs by integrating stream’s data center footprint from seven Tier 2 locations into two Tier 3 locations.
- Steered efforts toward management of annual IT budget of $3.2M by setting expenditure limits and providing oversight.
- Devised robust plans for the administration of $1B BPO's worldwide system infrastructure, including principal architects, database administrators, operators, and data center engineers.
- Directed several projects, such as Stream's Global Service Desk transition to ITIL, Data Center consolidation, Change Management and Problem Management policies and procedures, Active Directory 2008 transfer, and LBM\Stream merger.
- Secured $1.5M savings annually in facility costs by integrating stream’s data center footprint from seven Tier 2 locations into two Tier 3 locations.
- Reduced 33% server overhead by leveraging industry leading tools for virtualization and service optimization,
- Accomplished accurate capacity planning by conducting research to identify new technologies and meet future needs.
Director Global IT Support and Desktop Engineering
Teletech Holdings
01.1996 - 01.2012
- Managed remote technical teams at 27 customer interaction centers around the globe, providing 24X7 incident response for all technical challenges within those centers as well as Tier 3 support for regional Data Centers and Enterprise technologies.
- Developed and created a specialized Desktop Engineering team which was responsible for systems integration and innovation for 85 disparate Fortune 500 clients.
- Developed, implemented and monitored the functional service book which resulted in budget optimizations of over 20% reduction in MTTR (Mean Time to Repair).
- Developed and managed the system migration strategy for moving most of our client seats into a VoIP soft phone configuration working with both Cisco and AVAYA technologies. Realized a greater than 30% reduction in annual maintenance costs because of eliminating on-premise infrastructure.
- Managed multiple projects, including McAfee to Symantec migration across 42K endpoints and 2600 Windows servers, Enterprise deployment of Cisco Unified Communicator, deployment of Microsoft System Center Configuration Manager, Desktop Authority and Oracle SSO.
Engineering Platoon Leader
D. Co, 5/19th Special Forces Group (Airborne), Colorado Army National Guard
Watkins, CO
03.2002 - Current
- Platoon Leader responsible for all mobility and combat engineering operations for a high operational tempo Special Forces Battalion
- Mentored junior soldiers in leadership skills, fostering professional growth within the platoon.
- Collaborated with intelligence specialists to develop accurate threat assessments for upcoming missions.
- Fire Team leader during Operation Iraqi Freedom deployment 2008
- Received Army Achievement Medal, Combat Action Badge, Overseas Service Ribbon, Army Commendation Medal with “M” device
Education
BS - Computer Networking
Regis University
Denver, COSkills
- Process optimization
- Global leadership expertise
- Results-driven strategist
- ITIL best practices promoter
- Strategic transformation initiatives
- Financial efficiency
- IT service delivery
- Digital strategy development
- Technology Risk Mitigation Strategies
- Talent growth initiatives
Certification
- ITIL Foundations Certification
- MCSE with Internet and SMS 2000 specialization
- CompTIA Network+
Timeline
Global BCM Director
TELUS Digital
01.2023 - 10.2025
Vice President and CTO
Hinduja Global Solutions, LLC, North America
01.2018 - 01.2023
Director of IT Operations
ServiceSource International
01.2015 - 01.2017
IT Director, Global Data Centers, Systems Architecture and Technology Operations
Stream Global Services (Convergys)
01.2012 - 01.2015
Engineering Platoon Leader
D. Co, 5/19th Special Forces Group (Airborne), Colorado Army National Guard
03.2002 - Current
Director Global IT Support and Desktop Engineering
Teletech Holdings
01.1996 - 01.2012
BS - Computer Networking
Regis University