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Bradley Thomas

Bradley Thomas

Global IT Service Delivery Leader

Technology / Internet

Ringgold, Catoosa

Social

Services offered

Experienced IT Service Delivery leader with a track record of aligning global operations, elevating service quality, and leading cross-regional teams through meaningful transformation. I specialize in simplifying complexity — whether that means consolidating vendors, establishing standard operating frameworks across continents, or helping technical teams operate more effectively within large enterprise environments.

My approach balances structure with adaptability. I work closely with internal stakeholders and MSP partners to drive outcomes that support both business continuity and long-term growth. Known for my ability to unify fragmented service models, lead through change, and foster collaborative momentum across diverse teams and time zones.

Core strengths include global ITSM governance, major incident management, organizational alignment, and executive-level communication. I’m most effective when bridging the gap between strategic vision and operational execution — especially in high-stakes, globally distributed environments.

It service management
Vendor governance
Stakeholder communication
It service delivery
Incident management
Approximate rate: USD$ 120 per hour

Experience

  • Lead IT service delivery across the Americas region, overseeing 31,000+ tickets per month and ensuring consistent, quality support across 400+ sites and 15,000 users.
  • Directed the strategic transition between two global MSPs, improving vendor governance and increasing operational stability without service disruption.
  • Reduced major incident resolution time from 6 hours to under 1 hour through escalation redesign, executive communication frameworks, and cross-tower process alignment.
  • Delivered $400K in cost savings via global ITSM tooling consolidation, aligning platform use with business requirements and ITIL maturity objectives.
  • Co-led global harmonization of ITSM practices with APAC and EMEA SDMs, contributing to a more unified service model and globally consistent SLAs.
  • Established a formal governance cadence with MSP partners, introducing SLA scorecards, escalation audits, and continuous service improvement (CSI) initiatives.
  • Mentored regional tower leads and new SDMs, providing coaching on performance management, stakeholder communication, and vendor relationship strategy.
  • Acted as a trusted advisor to senior leadership, helping shape Lineage’s global service delivery roadmap and presenting insights on major incident trends and systemic risks.

Education

Throughout my academic experience, I focused on understanding the broader business context of technology operations — particularly how IT services are delivered, supported, and matured within large organizations. I gravitated toward coursework and independent study that explored enterprise support models, IT service management (ITSM) frameworks, vendor strategy, and the leadership behaviors required to drive sustainable change.

 

My education laid the foundation for my work aligning IT operations to business outcomes, and helped me develop a strong strategic lens for service delivery. While many students focused on tools or theory, I was more interested in the systems and structures that make IT teams scalable, accountable, and globally consistent.

This mindset continues to influence how I lead today — ensuring that people, process, and platform all work in concert to support business continuity and long-term growth.

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