Online Presence

KPMG achievement award

Distinguished Professional in Service Management, priSM 2014


Awards & Honors

Establishing Strategic Process Roadmaps, itSMF Expo 16, Sweden, Stockholm (PPT, Templates)
WHO-HOW-WHAT - An Approach to Effective People Change Management, FUSION 15 (Recording, PPT, Templates)
People Change Management Strategy Workshop, itSMF Ottawa Canada (PresentationTemplate)
​People Change Management - The key to successful projects, itSMF Norway (Zip file - templates and presentation)
A three legged stool (People, Process & Technology) cannot stand on two legs, FUSION 14 (PowerPoint, Voice Recording)
Establish a Comprehensive Process Governance Framework, FUSION 13 (PDF, Voice Recording)
Establish a Comprehensive Process Governance Framework, ThoughtRock (Video)
Assess or Get Lost (itSMF Canada National Newsletter article - PDF)
Requestable Offering vs. Service Offering (News article)
Communication and Change Management Plan, itSMF USA, The Forum Newsletter (News article)
​IT Cost Models and IT Charge back Considerations (PowerPoint)
IT and Business Value Creation (PowerPoint)

Product Manager – Telecom Management & Professional Services, Dallas, TX
Team Leader – Process Management Group, Germany
Process Manager – Customer Services, Germany
Group Manager – Integration, Implementation & Testing Group, Germany
​Project Manager – Technical OSS System Specialist, Germany, Sweden, Italy
GROUP3G UMTS - QUAM, Munich, Germany
2002
Senior Specialist – IT Process Design, Wireless telecommunication
MONTREAL EXCHANGE, Montreal, QC, Canada
2003–2004
Process Manager – Business Solutions & Information Technology
  • Secured Securities and Exchange Commission approval to operate the Boston Options Exchange (BOX) through the development and execution of an IT Service Management program based on the ITIL processes; Montreal Exchange is the service provider for operating the Boston Options Exchange.​
  • Improved measurements and reporting by established a performance management program; KPIs and BSC initiative.​
  • Agreed detailed SLAs to set client expectations and establish IT delivery priorities. Designed and implemented a Service Level Management process, acted as process manager and established the IT service catalogue.​
  • Improved documentation management and information consistency by implementing an Intranet web portal as a “single-point-of-entry” for all documentation, training material, handbooks, processes, user guides and templates.​
  • Reduced vulnerabilities and prepared regulatory IT Audits and vulnerability assessments based on requirements from Canada (Autorité des Marches Financiers) and U.S.A. (Securities and Exchange Commission).
  • Improved physical and logical security and awareness through a corporate security initiative; implementing security organization, asset protection, security policy & procedures, security control definition and awareness program.
  • Improved process execution and service delivery by establishing the IT Service Management (ITSM) program and ITSM tool evaluation project; secured funding from CIO for the first three years of the program.​
  • Enabled cultural change acceptance and smooth transition when implementing new and improved processes and ITSM tool; established an innovative communication and change management and awareness program.​
  • Improved accountability and established process governance within a matrix organization with a process owner council, process managers and process sponsors to enable consistent process execution across organizations.​
  • Optimal ITSM tool selection through defined methodology with organizational, cultural, technical and functional requirements including SWOT analysis and vendor evaluation. Project managed the RFP evaluation program.
  • Implemented BMC Remedy IT Service Management 7.0; Service Desk, Change Management, Asset Management, Configuration Management Database (CMDB – Atrium 2.0) and Service Level Management.
KPMG LLP, Boston, MA
July 2007–November 2008
Manager, IT Advisory
​Key member of team with mission to establish a new IT Service Management practice in New England. This included expanding and refining approach, tools, and product offerings and increasing sales revenues.
  • ​Enhanced pre-sales capabilities by creation of an IT Service Management offering and thought leadership collateral.​
  • Improved the control environment, increased collaboration and mitigated risks by defining and implementing an Integrated Control Framework; established tools and training for company’s IT and Audit practices.​
  • Simplified through visualization the relationships and linkage between existing standards and frameworks such as CobIT, ITIL, ISO27001, ISO20000 and BITS to provide a holistic view addressing security risks, optimal processes execution, regulatory controls and industry specific requirements.
  • Improved clients physical and logical security through execution of security assessments based on ISO27001.
CIGNA, Bloomfield, CT
March 2009–October 2009
ITSM Training & Organizational Development Consultant 
Accountable for developing and implementing a training and change management program for 3,000+ employees on the HP Service Manager tool.
  • ​Minimized change resistance by developing and provide web based training encompassing HP Service Manager, Service Desk, Incident Management and Problem Management.​
  • Increased project success and go live readiness by creating and delivering multiple offerings of instructor led training to 100+ employees; Service Desk, Incident Management and Problem Management.
  • ​Increased client efficiencies and effectiveness by developing and deliver ITIL-based solutions and services.​
  • Executed IT process and solution assessments and delivered engagement documentation and statements of work.​
  • Scoped, scheduled and facilitated workshops to discover, document, analyze and optimize IT processes.​
  • Assisted clients in establishing the decision-making criteria and facilitate the selection process for ITSM solutions.
Senior IT Service Management Consultant
Grow and enhance the IT Service Management practice by successful engagement delivery, providing sales support, develop marketing material and provide thought leadership collateral for IT Service Management offerings.
COVESTIC, Kirkland, WA
​October 2009–January 2010
  • ​Negotiated and scoped a 5-year outsourcing engagement with IBM to provide IT Service Management and Infrastructure services. Savings of $93M basted on lower rate, single supplier and improved demand management.
  • Accountable for the implementation of a new IT Service Catalog, +400 IT services for over 40,000 WellPoint associates (IBM Tivoli Service Request Manager – TSRM). Improved service quality and speed of delivery, compliance improvements, integration with software and hardware asset management, configuration management (CMDB) and procurement.
  • Technical lead for the implementation of the IBM Tivoli Work Order module and integration with software and hardware asset management modules. Asset management integration will help track assets from acquisition until retirement proving a better view of assets and greater opportunity to optimize, control costs, and mitigate risks.
  • Published bi-monthly WellPoint ITSM Newsletter targeted towards Infrastructure organization. Improved internal communication to targeted associates to optimize process execution and service delivery quality.
Senior IT Manager - IT Service Management, Boston, MA
January 2010-December 2012
​Lead the development and implementation of a proactive IT Service Management program and continuous improvement for a fortune 50 corporation to ensure that standardized methods and procedures are used.
  • ​Established a comprehensive IT governance framework for Service Owners, Process Owners and Process Managers. To enable cost take out and improved effectiveness and efficiencies for service delivery within the infrastructure organization by establishing clear roles, accountabilities, measurements and reporting structures.
  • Implementation of a tactical Process Manager Council (hard core process work) and a strategic Process Owner Council (long term process vision) to drive consistent process improvement, optimized technology investment and strategic vendor negotiations.
  • Created a 12 moth rolling strategic process roadmap to enable process owners to drive long term investments and improvements of their processes.
  • Designed a cultural change management program based on industry recognized methodologies. Generated operational cost reduction by improving speed of adoption, ultimate utilization and proficiency of new process.
Executive Advisor - IT Service Management
December 2012–December 2013
​Drive the development of strategic IT Service Management process roadmaps and establishment of a comprehensive service and process IT governance framework for a fortune 50 corporation to ensure continuous long term process improvement, clear accountabilities and optimized service delivery.
WELLPOINT, Syracuse, NY
January 2010–December 2013
  • ​Development and implementation of a comprehensive IT Process and IT Service Governance framework through cultural and organizational people change management and clear role definitions.
  • Lead the execution of process development and strategic process roadmaps and transforming IT into a service and business centric delivery organization
  • Implementation of a comprehensive customer focused IT Service Catalog utilizing ServiceNow
  • Standardization of workflows, style guides, notification standards and service lifecycle stages.
CIGNA, Hartford, CT
January 2014–February 2015

Professional Experience

CULTURAL AND ORGANIZATIONAL PEOPLE TRANSFORMATION

 
Designed and executed multiple change management programs and transformation initiatives based on industry recognized methodologies; Prosci’s ADKAR model and John P. Kotter’s 8 steps.
Transformed organizations through structured people change management that generated operational cost reduction by improving speed of adoption, increased utilization and optimized user proficiency. 
Substantial quality improvements of service delivery due to cultural change in attitude and behavior

PROCESS AND SERVICE GOVERNANCE

 
Developed and implemented comprehensive IT governance framework for multiple fortune 100 corporations.
Established clear roles with defined responsibilities and accountabilities for Service / Process / Platform Owners and Process Managers to transform the IT organization into a service centric delivery organization.
Generated process efficiencies and service quality by establishing measurements and reporting structures.

A results-driven senior IT leader with international experience and demonstrated success helping businesses deliver service improvements, produce cost take out, developing strategic plans, implement technologies, establishing governance and enable cultural change transformation. 
​Recognized for providing strategic perspectives and leadership skills as an IT Service Management consultant, change champion, motivator, project manager, trainer, and problem solver. ​
Vast industry experience and demonstrated skills (ITIL Expert, COBIT 5.0, Certified Change Management Professional) working closely with senior management and partners. Effective communicator, negotiator, facilitator and team builder. Fluent in English, German and Swedish.

ITSM/ITIL STRATEGIC PROGRAM DEVELOPMENT AND PROJECT IMPLEMENTATION

 
Proven track record defining and executing large strategic IT Service Management programs.
Strong technical lead implementing multiple ITSM and process management solution (ServiceNow, HP Service Manager, Tivoli/TSRM, BMC Remedy).
Developed 12-month rolling Strategic Process Roadmaps by executing detailed process assessments to prioritize and optimize people, process, partners, governance and technology investments.

RESUME

Thorsten Manthey - ITIL Expert, Governance & Change Champion 

  • IT Process and Service Governance; establishing service centric IT organizations; measurement frameworks
  • ITSM program and project delivery; implementing new processes and focus on process improvements
  • Thought leader, developing new toolkits and IP for TCS
Tata Consultancy Services (TCS), Massena, NY
February 2017–present

Engagement Director
TCS’s Service Management Consulting Practice is responsible for advising global 1000 clients on Digital Service Management Transformation; Service Integration and Management (SIAM) and Lean Service Operational Excellence.

ITSM / ITIL Expert – Governance – Service Delivery – Organizational Transformation

Manager, IT Advisory
KPMG’s IT Advisory Services Practice focuses on fundamental business issues - managing risk, increasing revenues, controlling costs - which organizations should address in order to help them flourish.

​IT Service Manager
​A thought leader and ITIL Process Owner developing the ITSM strategy, service and process governance, strategic process roadmaps, process assessments, implementation and continuous improvement for multiple ITIL processes.

KPMG, Albany, NY
March 2015–November 2016

Presentations and Articles

  • Charter board member; established the branch in 2005​
  • Planned and executed the itSMF regional conference in 2006; and the itSMF national conference for 2007
Board member of itSMF (IT Service Management Forum) New England LIG (2009 – 2013)
​Board member of itSMF (IT Service Management Forum) Southern Alberta Branch (2005 – 2007)

Affiliations

ITIL v3 Expert
Service Manager Certificate in IT Service Management (ITIL v2 Service Manager)
​VeriSM Foundation

​COBIT 5 Foundation
Certified Change Management Professional (CCMP)
- Prosci
Accredited ITIL Foundation Trainer - Loyalist Certification Services
ITIL “Practitioner Workshop” - How To Implement ITIL: Integrating People & Tools With Processes
​Lean SDLC Practitioner – WellPoint internal certification program
Project Management PROPS - Ericsson project management framework certification

Professional Certifications

MS, Computer Science & Engineering, Chalmers University of Technology, Sweden
BS, Mechanical Engineering, Aso Upper Secondary School, Sweden

Education

ERICSSON
Previous to 2001 

Staff Systems Analyst – IT Security and Controls
  • Minimized risk and ensured timely regulatory report filing and consistent control evidence by defining the testing strategy and retention guidelines for the Sarbanes-Oxley IT initiative.​
  • Mitigated risks and improved security by identifying control weaknesses, gather control evidence, perform walkthroughs, develop test plans and control execution.
SHELL CANADA LIMITED, Calgary, AB, Canada
2004–2007
ITIL / IT Service Management Specialist – CIO Office
  • IT Process and Service Governance; establishing service centric IT organizations, measurement frameworks
  • ITSM and technology projects; implementing new processes and focus on process improvements
  • Process Maturity Assessments; CMMI, COBIT and ISO 15504
  • People Change Management; driving successful project implementations
  • Thought leader; developed new KPMG IP and multiple toolkits