Partner

 

Joe Philbrick is a Partner based in Connecticut.  He joined Nathanson and Company in 2000 and has over twenty-five years of experience running service delivery and professional services organizations.  Mr. Philbrick is an expert in business transformation, due diligence, project management, financial analysis and modeling, strategic planning, organizational optimization, and negotiation.

 

Since joining the firm, Mr. Philbrick has led numerous projects to transform service delivery and support organizations, run due diligence teams, negotiate outsourcing agreements, manage large application development efforts, and to conduct RFP selection processes.

 

Mr. Philbrick led a large cross-functional team at H-P to design, develop and deploy new systems and supporting processes to support the call center outsourcing business with 12,000 worldwide agents.

 

In a project for BM&fBovespa, the stock and commodity exchange in Brazil, Mr. Philbrick led a team from Nathanson and the client that assessed, and then redesigned and redeployed, core IT that improved system stability, enhanced customer support, and provided a foundation to support a new trading platform.

 

For Network Solutions, he led a team that redesigned and deployed an end-to-end global support model with both internal and outsourced agents that improved the quality of support while substantially reducing the cost of delivery.

 

Prior to this, Mr. Philbrick co-led an engagement to reengineer an IT department that led to a reduction in annual run rate of over $100 million.  This included multiple engagements focused on implementing a new operating model, the reorganization to support the new model, the implementation of a Performance Management function to drive continuous improvement and the renegotiation of major IT contracts.

 

In an engagement at Sprint, Mr. Philbrick built the Service Level methodology and led the negotiations on the same for the outsourcing of nearly 30,000 call center agents in call centers around the globe. 

 

In a project for SCA, he was responsible for negotiating all aspects of a $25 million global outsourcing agreement.

 

At Qwest, Mr. Philbrick was responsible for leading a cross-functional team from Nathanson and the client that defined requirements, issued and managed an RFP, and selected an operational support system for their $100MM internet hosting subsidiary as well as running due diligence teams on potential acquisitions.

 

Prior to joining Nathanson and Company, Mr. Philbrick was Vice President of Service Operations for ENTEX Information Services and Vice President of Services for FCP Technologies, a $100M systems integrator.