Debra Maxwell - Board Member for International
Tel: +49 5241 80-0
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NOA Line:
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Debra will lead the international direction of the NOA by promoting best practice, service excellence and innovation internationally, and fostering a greater understanding of offshoring. This will include liaising with other trade bodies, interest groups and embassies, developing external links for the NOA with outsourcing activities in the Middle East, China, India and Europe.
With extensive experience in leading global client relationships, Debra heads arvato’s $200m global BPO partnership with Microsoft which sees arvato process 90% of Microsoft’s global revenues in an innovative managed service model arrangement. She led the arvato team that completed one of the most complex outsourcing transitions within Microsoft Operations, delivering 12 successful transitions in 12 months. The ‘contract-to-invoice’ relationship is designed to deliver overall operational effectiveness, increased quality, and enhanced customer and partner experience, as well as a reduction in global operating costs of more than 20%.
Debra has teams based in a diverse range of locations all over the globe including Reno (Nevada), Fargo (North Dakota), Monterrey (Mexico), Dublin (Ireland), Singapore (Singapore) and Manila (Philippines).
She is the Country Manager for arvato’s rapidly expanding Philippines operation. Based in Manila, the location provides a full range of BPO and contact centre services to a number of international companies keen to capitalise on the availability of a low cost, high quality solution delivered with a strong cultural affinity.
Lauren Tennant - Board Member for End Users
Tel: 01793 817773
Mobile: 07766726395
NOA Line:
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Representing the interests of major end users, Lauren will work with the two other end user representatives on the board to shape NOA strategy to make sure that end-users requirements are met. Her current role with the National Trust sees her taking responsibility for the contractual, commercial and operational performance of some of the National Trusts key strategic outsourcing relationships with world-leading BPO partners.
Lauren has a strong customer focus having been responsible for the service delivery of the National Trusts membership department by 3rd party supplier, she is the gatekeeper for all projects into production and champions the strategy of the National Trust and needs of the end customer. Before the National Trust, Laurens career centred around facilities management.
Lauren estimates National Trust gets 80% of her time, enjoying nothing more than soaking up the atmosphere at Trust properties in her spare time. The remaining 20% of her time taken up by the MBA shes studying for, in her 3rd year Lauren is embarking on a dissertation researching outsourcing relationships and why some are successful and others not so!
Laurens experience and research makes her ideal to champion the requirements of the end user in outsourcing on the NOA Board. Lauren hopes to bring fresh insight and current thinking to enhance the offering of the NOA.
Lee Ayling - Innovation Director
Tel: 020 7694 1171
Mobile: 07595 565 114
NOA Line: 020 7292 8686
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Lee holds the position of Innovation Director for the National Outsourcing Association. Lee is also a Partner in the Shared Service and Outsourcing Advisory practice in KPMGs UK firm, and is part of the sourcing leadership team. He joined KPMG with its acquisition of EquaTerra in 2011 and prior to EquaTerra led the European Telecommunications Advisory Team at Deloitte.
Lee has advised on many of the largest technology deals and programmes in both the private and UK public sector over the past decade. He has advised at both the pre and post deal stages of outsourcing at organisations that include; AB InBev, BT, Department for Work and Pensions, HM Revenue & Customs, Royal Mail Group, Shire Pharmaceuticals, Tesco plc, Transport for London and Unilever.
From the above, Lee has been involved in the creation and delivery of innovative service delivery models and techniques that have disrupted the market and created new commercial techniques working with both outsourcing service providers and buyers. These include new service benchmarking approaches, contractual models for procuring cloud-based services and maintaining innovation in an outsourced environment.
Lee often comments on outsourcing industry trends in the press and at conferences. This is supported by numerous annual research activities led by Lee, including KPMGs annual UK IT Service Provider Performance and Satisfaction Study.
Kerry Hallard - Communications Director and MD of Buffalo Communications
Tel: 020 7292 8699
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NOA Line: 020 7292 8686
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Kerry holds the title of Communications Director for the NOA and has been co-opted as a Board member to the trade association. Kerry is directly responsible for setting and overseeing the implementation of the communications strategy and marketing direction of the NOA. In this role, Kerry also sits on the editorial panel of Outsource magazine and sourcingfocus.com.
Kerry is also Managing Director of Buffalo Communications, the communications consultancy which the NOA has outsourced its marketing, member services and Secretariat services to.
Kerry received an MBA from Kingston Business School in 2004 and is a Member of the Association of MBAs and a senior member of the International Public Relations Association (IPRA).
Prior to commencing her career in public relations, Kerry worked in Eagle Star Insurance Services IT department. Kerry graduated from the University of the West of England with a BA Hons in Modern Languages and Information Systems.
Martyn Hart - Chairman / Communications Committee / Finance Comm
Tel: 020 7292 8686
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NOA Line: 020 7292 8686
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Martyn Hart is the Chairman of the UKs National Outsourcing Association (NOA), which he instigated back in 1987. It has become the UKs official industry body for business outsourcing.
Martyn has been involved in information and communications technology for over 30 years. Martyn is currently with Gartner the worlds leading information technology research and advisory company. He has held senior posts in the criminal justice and security services sector and had stints in finance, retail, telecoms and transportation. He has had positions with Mantix (now W S Atkins), Steria, DTI, PWC, BT, BR and the UKs Home Office where he delivered Europes first outsourced Criminal Justice ICT system in the early 1990s.
Although originally a technologist (he is a European Chartered Engineer) since obtaining his MBA at Imperial Colleges Management School he has focused on outsourcing, shared services and insourcing in the public and private sectors.
His position as a leading authority on the subject of outsourcing has meant that he has participated in many client negotiations and on an international scale with the ITU and the G8 group. Martyn is a prolific writer on outsourcing and communications management and a regular speaker and chairman at business management & information technology conferences.
Tony Morgan - Supplier Board Member
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NOA Line: 0207 292 8686
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Tony has 23 years experience in the IT industry, the first half of which involved working directly for client organisations, including an international consumer products company and two UK financial services organisations. In 1998 Tony TUPE transferred into IBM as part of an outsourcing contract.
Since joining IBM Tony has worked exclusively within the outsourcing business in client facing roles. Tonys experience includes the full lifecycle of outsourcing contracts ranging from solution development in new client engagements to Chief Architect roles on both newly signed and mature contracts. In these roles Tony has consistently developed and delivered strong and lasting relationships with the clients he works with.
Tony is currently IBMs Chief Innovation Officer for Strategic Outsourcing in the UK and Ireland. In this role Tony leads a small team responsible for driving innovation partnerships, projects and related activities with IBMs outsourcing account teams and clients. In this role Tony has personally met and worked with in excess of 20 client organisations in 2010.
In recent years Tony has made a consistent and growing contribution to the NOA:
- Lead Architect of project winning NOA Award for Financial Services 2007
- Original member of NOA Green Steering Committee in 2009 providing input into the Steering Committees first white paper published in April 2010
- Original member of NOA Innovation Steering Committee in 2010 including attaining IBM sponsorship for the NOA Innovation Day in June at which Tony was a major speaker focusing on the key challenges and a range of practical approaches to addressing industry concerns over the lack of delivery of innovation in outsourcing contracts
Tony is a Distinguished Certified Architect level with the The Open Group and regularly speaks at external and industry events (e.g. Cloud Vs Outsourcing Panel Debate at the recent 360 IT Infrastructure Event in London).
Paul O'Hare - Representative for NOA Legal Members
Tel: 020 7710 1634
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NOA Line: 020 7292 8686
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Paul is a partner in the commercial technology department, and head of the outsourcing practice, at Kemp Little, one of the UKs leading technology-focused law firms.
Paul has specialised in outsourcing since qualification in 1998, and has over 10 years experience in the area. He is recognised for his outsourcing expertise by leading legal directories, including Chambers, Legal 500, and PLC Which Lawyer.
Paul regularly acts for suppliers and customers on IT, business process, HR and knowledge process outsourcing transactions, across a range of industry sectors including consumer electronics, consumer goods, engineering, financial services, communications and professional services.
Paul has acted for a number of leading outsourcing service providers, and together with his team, he advises 1 in 10 of the FTSE 100 companies on their sourcing and outsourcing transactions. He has been instructed by several of the UKs top ten law firms on their outsourcing transactions, including their IT, BP and (more recently) legal process outsourcing projects. Having acted for a range of suppliers and customers over the past 10 years, Paul has strong links with representatives from all parts of the outsourcing industry, including suppliers, customers, and sourcing advisors.
Representative experience includes advising:-
- one of the worlds leading insurers and reinsurers on its multi-sourcing arrangements to outsource its IT infrastructure and applications development and maintenance (ADM) activities
- FTSE 100 luxury goods retailer on a range of outsourcing projects, including the outsourcing of its ADM functions, and the outsourcing of its warehousing and logistics functions
- FTSE 100 FMCG company on the outsourcing of its ADM functions
- FTSE 100 engineering group on the outsourcing of its communications services
- a leading UK mobile network operator on the outsourcing of the management and maintenance of its core network infrastructure
- a number of the top 10 UK law firms on their outsourcing projects, including the outsourcing of finance and accounting functions, IT helpdesk services, facilities management and, more recently, legal processes.
Paul also writes the outsourcing chapter of Practical Commercial Precedents (one of the UKs leading precedent textbooks) including the precedent agreements and accompanying commentary text.
Paul is delighted to represent the legal community on the NOA board.
Adrian Quayle - Board member for the North
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Mobile: 07770 431409
NOA Line: 020 7292 8686
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For many years Adrian was the National Outsourcing Association (NOA) Board Member for professional services. In February 2010 Adrian took on the role of Board Member to develop NOA activities in the UK Regions. In addition he took on the responsibility of representing the NOA Board to provide the outsourcing industry input to the British Standards Committee drafting the new British Standard on Collaborative Business Relationships (BS11000).
From 1995 to 2010, as Vice-President Gartner Consulting, Strategic Sourcing EMEA Adrian Quayle led and delivered client engagements throughout EMEA and worldwide. He carried out a wide range of assignments assisting clients in structuring and assessing their outsourcing deals across many industry sectors, including the use of global sourcing / delivery models). Assignments he carried out included:
- sourcing strategy for a market leading specialist distribution company including benchmarking should cost and ESP selection
- relationship and financial benchmark of a flagship outsourcing deal between a government body and its service provider
- sourcing strategy including comprehensive market scan and service provider selection for a leading edge open source organisation
- review of a major sourcing project for large international bank
- performance review of a major European Outsourcing deal and a global Outsourcing with both Service Recipients and Service Providers
- developing the operational model for onshore and offshore resource utilization for an applications service provider
- Sourcing Strategies for a range of companies including a global pharmaceutical, a national utility and other leading commercial and public sector organisations;
- assessing the IT organisation of a leading Energy company
- conducting a Finance & Accounting Business Process Outsourcing strategy for a F100 global company considering offshore options
- leading a logistics BPO performance assessment for a global electronics manufacturing and supply company
- running Sourcing Relationship Healthchecks of major outsourcing deals.
Prior to this he was a Vice President in Gartner Measurement EMEA, and a Principal Consultant for ACT Business Systems. Adrian began his career as a telecommunications engineer, worked in a major computer supplier as a systems engineer before becoming a consultant to management in IT. He also worked as a senior management services manager in a large retail group.
Mr. Quayle earned a BSc Electrical Engineering and Electronics and a Diploma in Management Studies (DMS). He is a Chartered Engineer, a Member of the UK Institute of Management and a Member of the Institution of Engineering & Technology (IET).
Paul Robb - Representative for Suppliers
Tel: 020 7202 3331
Mobile: 0771 466 5157
NOA Line: 020 7292 8686
Email: .(JavaScript must be enabled to view this email address)
After 21 years working on the delivery side of the outsourcing business Paul recently joined KPMG as Lead Partner of their Public Sector Sourcing practice in the UK. During his career he has had the privilege to personally lead and contribute to many large, including several landmark, deals while working for some of the leading organisations in the field. He has held senior management and Board roles in many key areas including business development, commercial and delivery.
He joined KPMG from IBM where he led the UK Public Sector Business Process Outsourcing (BPO) operation. Paul arrived at IBM through the acquisition of PwC Consulting where he was a partner and a Board member of their stand-alone BPO business in Europe. He joined PwC from EDS after a wide-ranging 10 year career including the successful negotiation of the multi-billion pound deal with the HMRC.
Prior to all this excitement Paul was a Chartered accountant with Arthur Andersen in London.
Paul is married to Lynne and lives near Dorking where he enjoys high-handicap golf, white-knuckle horse riding and scouring the Surrey countryside looking for Seamus his uncontrollable and very fast greyhound.
Andy Rogers - Representative for Corporate Users
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Mobile:
NOA Line: 020 7292 8686
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Andy Rogers is an IT professional of twenty five years, having worked in the utility sector holding a number of positions. These have included key operational and project roles.
Andy has been involved in a number of outsourcing deals, holding roles from due diligence, transition and transformation. Andy’s key focus within the NOA is to promote best practice to the end-user community.