Kenneth L.

Cundari

klcundari@gmail.com

(617) 283-8539

PROFILE
Strong, collaborative leader - Works across the C-suite to envision and deliver business and digital
transformation to markedly improve revenue, productivity, service quality, and customer experience.
Credible business architect - Shapes and delivers scalable solutions, offerings and programs. Uncommon
ability to bridge business and IT, and craft game-changing customer programs using innovative technology.
Sought after mentor in architecture, process and service design, information and performance management.
Shapes and leads digital and operations transformation - Continuous record of success leading change in
global high-tech, communications, financial services, life sciences and natural resource enterprises. Versatile
cross-industry expertise transforming mission-critical workforces including marketing, sales, customer service,
professional services, IT, and environment health & safety.

SKILLS
SaaS / PaaS Cloud Solutions: Vision, Capabilities, Value Case, Pre-Sales, Services, Customer Success
Digital Transformation: Architecture, Program Shaping, Implementation, Change Navigation
Service and Process: Architecture, Design, Capability Engineering, Implementation, and Operations
Information Technology: Roadmaps, Sponsorship, Program Leadership/Management, Value Realization
Business Operations: Visibility, Analytics and Insight, Role-Based Workspaces, Knowledge Management

EMPLOYMENT HISTORY
ServiceNow
Manager, Solution Consulting Major Accounts Northeast US

SoftwareAG USA
Business Solutions Specialist Northeast Commercial Sales
Senior Director, Services Offerings and Strategic Consulting

Pitney Bowes
Vice President, Business Transformation

Knowtoable LLC
Founder and President

Fidelity Investments
Vice President, Workforce and Knowledge Management

Accenture
Partner, Senior Manager

Arcadis (Blasland, Bouck & Lee)

Principal, Regional Vice President, and Associate

Arcadis (Malcolm Pirnie)

Quality Assurance Manager, Senior Project Manager

2014 - 2015
Boston, MA
2010 - 2013
Boston, MA
2008 - 2009
Stamford, CT
2008 - 2010
Boston, MA
2006 - 2008
Marlborough, MA
1997 - 2006
Boston, MA
1993 - 1997
Cranbury, NJ and Miami, FL
1984 - 1993
White Plains, NY

EDUCATION
Stern School of Business at New York University
University of North Carolina at Chapel Hill
Lafayette College
Professional Engineer

M.B.A., Finance (1991)

M.S., Environmental Engineering (1984)
B.S. w/ Honors, Civil Engineering (1982)
New York, New Jersey, Florida (1990 1998)

Kenneth L. Cundari
EXPERIENCE
ServiceNow

2014 - 2015

ServiceNow is a world leader in software for enterprise service management.

Manager, Solution Consulting - Major Accounts Northeast
Recruited, built, and managed team of six solution consultants exclusively focused on major accounts.
Built multi-faceted SC team with deep expertise in ITSM, custom service applications, and cloud platform
technology.
Managed deal shaping and value case development for 25 major accounts in Northeast U.S. and Toronto, Canada.
Partnered with sales director to lead Northeast MA team to #1 performing team globally in new ACV and renewals.

SoftwareAG USA

2010 - 2013
SoftwareAG is a world leader in enterprise management software, with over 5,500 employees in 70 countries.
Business Solutions Specialist Northeast Commercial Sales
Business Solution and Sales Lead for portfolio of Northeast accounts across several industry verticals
Senior Director Services Offerings and Strategic Consulting
Design componentized, scalable services offerings and strategic consulting services for NA Market
Author of plan to evolve services portfolio from platform technical services to value-driven, consultative solutions
Led design and development of >15 offerings; designed >400 processes, assets, and templates for GTM collateral
Unique deal-shaper role across software licenses, services and solutions for East and Canada; revenue >15MM

Senior Director Business Architecture and Process Performance

Led 20-person operations performance improvement team specializing in ARIS software platform
Delivered >$4.5MM / year of high-value services across diverse client base spanning US and Canada
Responsible for business development, P/L, delivery quality, offering development, and people management
Representative clients: Medtronic, HETG, Pfizer, J&J, Coinstar, Baker-Hughes, Coca-Cola Enterprises, Fiserv,
Kroger, Owens-Corning, Pepsi, Suncor, British Columbia Government, Hydro-Quebec, Videotron, US Foods.

Pitney Bowes

2008-2009

Pitney Bowes is $5.3B provider of customer communications software, equipment, and services.
Vice President Architecture and Business Transformation
Led 15-person team through first phase of order to cash transformation for customer operations
Responsible for the transformation strategy, design, and quantification of the business case
Designed program management operations, solution architecture, and multi-year execution roadmap

Knowtoable LLC

2008-2010

Founder and President

Led operational transformation engagements to improve market positioning and customer service
Momenta Pharmaceuticals Boston, MA Solution Architect for SharePoint enterprise document collaboration solutions
Redesigned QA intranet and content platform to synchronize electronic and paper-based records management
HILL Institute Helped Board transition from MGH incubator to independent early childhood reading specialty
Reviewed strategic options for enterprise structure, and associated founder and employee transition plans
Designed new operating model and new enterprise launch, including all financial analyses and market positioning

Fidelity Investments

2006 2008
Fidelity Employer Services Company (FESCo) is a division of 13,000 associates providing retirement and
healthcare benefit services, HR administration, payroll, and HR outsourcing to 20 million U.S. participants.
Vice President Knowledge and Workforce Management
Transformed customer service operating model, workforce, and supporting technologies
Customer Service Team Transformation: Led design and implementation to restructure 4,000 person CSR workforce
Design features portfolio of client-dedicated, multi-client, and shared services teams; increased CSR utilization 14%
Training Environment: Led design and implementation of new training platform to deliver better customer service,
featuring high-touch expert experience. Reduced time to proficiency 50%; improved AHT and transfer rate 20%
Knowledge Management: Led design for $100MM investment in radically modernized, cross-channel retirement plan
information and servicing platform, featuring personalized information delivery, and in-context expert assistance

Kenneth L. Cundari
Accenture

1997 - 2006

Accenture is a global management consulting, technology services and outsourcing company. The Human Performance
service line includes the workforce transformation practice, which helps organizations substantially increase productivity,
market share and shareholder value.

Partner Workforce Transformation Practice

Led successful strategic transformation programs in IT, hi-tech field services, customer contact centers,
human resources, knowledge management operations, and environment, health and safety
Accenture Workforce transformation lead for Global Technology Infrastructure Services (ATIS) organization
Co-led program to grow infrastructure outsourcing workforce from 4,000 to 8,000 personnel in 35 countries in 1.5
years, based on new Integrated Services Delivery Model, globally standard offerings, and global operating model
Directed leadership alignment, stakeholder management, workforce transition, and change success tracking
Accenture - Product development lead - IT Workforce Transformation Offering
Positioned talent management and workforce transformation as key enabler of dramatic changes in IT
Created IT Workforce Maturity Model and rapid diagnostic tool, the IT Workforce Maturity Tracker
Designed go-to-market and scale-out program for increasing from 10MM regional to 500MM global offering
Cisco KM and workforce architect for network services transformation
Solution included offerings, marketing, and delivery - enabled via "Advanced Services Knowledge Connection"
Led 40 person, multi-release global implementation; Improved services workforce productivity > 20%
Accenture - Performance WorkSpace - Inventor, Product Offering Co-Lead
Solution features in-context information, applications, collaboration, and performance metrics
Dramatic increase in productivity of global teams and workforces; > 10:1 ROI for portfolio of client implementations
Applied Materials Solution Architect for Global Field Service Transformation Program
Enabled 300% revenue growth at constant headcount
Designed, implemented best-in-industry field service portal, featuring integrated architectures for process, IT
(applications, mobility), information (knowledge and data), organization (technical assistance and contact center)
Verizon Sales lead, architect, client manager for contact center transformation
Client sales and solution architect for transformation of >12,000 agents to improve sales, and customer service
Designed, mobilized and managed 120 person program team from program inception through delivery
Created new integrated desktop for CSRs one-stop access to apps, info, and customer-facing web
Cemex Sales Lead, Program Manager and Solution Architect for HR Transformation
3-year implementation of new HR service model to 16 countries in Central/South America, >18,000 employees
Led solution planning, design, change navigation and execution for 80-person, multi-country implementation team
Accenture - Portals ROI Calculator - Inventor, product offering lead, patent recipient
Microsoft based application - enables novice to estimate productivity gains and ROI of portal implementation
Reduces business case cycle time from 1-2 months to 1-2 weeks; increased project margin from -10 to +60%
Barclays Sales, architecture lead for branch operations portal / knowledge management system
Designed single information interface for all branch bank personnel and customer support staff
Sold and led development of conceptual design, business and system requirements, and software selection
Accenture - Lead business architect defining Accentures vision for Strategically Managing Knowledge Capital
Led project defining 3-year, $200mm strategic investment for intranet portal to enhance consulting performance
Diagnosed as-is capabilities; defined future capabilities, operating model, $800-900 million NPV return
Accenture - Key member of $15 million launch of new outsourcing service for environmental information management
Designed new customer and venture business process, transaction, and financial service models
Authored marketing communications, deal-shaping reference materials; managed business development team
DuPont Project Lead for strategic redesign of safety, health, environment mgmt systems
Quantified $25 million NPV value proposition for knowledge management
Defined 3-year, 5-capability, $6mm change program to deliver new environment

Kenneth L. Cundari

Blasland, Bouck & Lee

1993-1997

(Acquired by) ARCADIS is a global network of business professionals that provides project management, consultancy
and engineering services to enhance mobility, sustainability and quality of life.

Principal
Launched consulting practice to integrate environmental and business operations
Applied innovative management systems, IT strategy, process reengineering, and activity-based cost accounting
Authored business plan, market analyses, and marketing / communications plans
Designed 3 new services offerings; developed 2 strategic partnerships; managed 4 client accounts

Vice President
Full P/L responsibility for largest regional office ($15 MM/yr., 80 personnel)

Led intensive turn-around; Increased margin 22% (-5% to +17%) and customer satisfaction metrics >50%
Reorganized 3 operating divisions; revamped contract administration, program management, financial operations
Recruited new management team; grew from 20 to 80 people in 8 months
Developed international banking relationships; established Caribbean operations

Associate
Developed new business, managed client accounts, led regulatory negotiations
Secured and managed 15 complex industrial site remediation projects totaling >$125 million
Successfully negotiated contentious issues with regulators, responsible parties, and attorneys

Malcolm Pirnie

1984-1993

(Acquired by) Arcadis - Malcolm Pirnie was one of the largest firms in the U.S. focused exclusively on environmental
issues, and provides environmental engineering, science and consulting services.

Quality Assurance Manager

Architected system to streamline QA process, improve project quality, decrease corporate risk
Delivered integrated financial, project management, and human resource systems
Championed strategy to improve technical quality
Increased QA program compliance from <40% to >90%; Reduced administrative costs >50%

Senior Project Manager

Managed and supervised delivery of difficult environmental infrastructure programs
Awarded three 1st prizes for Excellence in Environmental Engineering by NY Association of Consulting Engineers
Exceeded profit goals on 10 environmental remediation projects totaling >$75 million

Senior Project Engineer

Designed and executed innovative environmental engineering projects
Designed >10 innovative systems for pilot-scale industrial waste process research
Completed process design and specifications for >20 waste treatment systems