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FT GLOBAL CONFERENCES & EVENTS www.ftconferences.com/outsourcing 

FT Global Outsourcing 

and Offshoring 

Conference 

Raising the Bar – Next Generation Outsourcing 

12 & 13 MAY 2008 • THE LANDMARK • LONDON 

Sponsored by:

GENERAL INFORMATION 

LUNCH AND REFRESHMENTS 

Lunch and refreshments will be served in the Drawing Room 

DRINKS RECEPTION 

The drinks reception will take place in the Drawing Room on Day 1 from 17:45. 

FEEDBACK QUESTIONNAIRE 

We would be grateful if you would complete the feedback questionnaire that you will be given during 

the Conference. Please hand your completed form to Registration Desk staff before you leave the 

Conference. 

SPEAKER PRESENTATIONS AND AUDIO DOWNLOADS 

These will be available to download from the FT Conferences website from Monday 26 May. 

The access details are: 

www.ftconferences.com/outsourcing 

Username/email address: ftoutsource08@ft.com 

Password: papers 

Please note that only presentations and audio downloads for which we have permission to publish 

will be available and that these are subject to FT copyright rules. These can be viewed at www.ft.com 

INTERNET ACCESS 

There is unsecured wireless internet access available in the Drawing Room. To access, please enter 

the username and password as listed on the internet cards in the Drawing Room. 

MOBILE PHONES 

As a courtesy to other delegates, please ensure your mobile phone is switched off while in the 

Conference room. 

SECURITY 

For security reasons it is important that you wear your conference badge at all times.

Dear Guest 

It is our great pleasure to welcome you to the FT Global Outsourcing and Offshoring Conference. 

It pays to listen to customers, and whether you agree or disagree that the customer is always right, 

the relationship between the end user and service provider lies at the heart of any successful 

outsourcing and offshoring relationship. That is why the FT is proud to be different, and sets this 

relationship at the centre of discussions at Europe’s foremost outsourcing and offshoring 

conference. 

The theme of this year’s conference is ‘Raising the Bar - Next Generation Outsourcing’. The 

precarious start to 2008 is compelling companies across the globe to take a broad view of the road 

ahead and rethink strategy. The cost reduction and value creating opportunities afforded by 

outsourcing and offshoring are even more compelling in this wave of economic uncertainty, but it is 

also more essential now than ever that contracts and relationships be re-examined and 

transformed to reflect evolving business needs, changing risk dynamics, advances in technology 

and a much -changed supplier landscape... It’s time to take stock, and review the myriad of options, 

and make the right decisions to achieve the next level of performance. 

We hope you will enjoy what promises to be another successful event. 

Yours sincerely 

Jayne Van Hoen 

Director of Global Conferences 

Financial Times 

12 & 13 May 2008 | The Landmark, London 

WELCOME

PROGRAMME 

DAY ONE: 12 MAY 2008 

08:30 Registration and coffee 

09:30 Chair’s Opening Remarks 

Rick Sturge, Director of Employer and Strategic Development, CIMA 

09:40 The Global Service Leaders Forum: Roles, Relationships, Responsibilities 

• Improving outsourcing and offshoring / sourcing effectiveness: what do the global services managers view 

as the make or break factors for outsourcing and offshoring success? 

• How are capabilities and competencies of the global sourcing manager evolving to lead and support global 

services delivery? 

• How effectively are today’s global services managers rising to the challenge of being a ‘good client’? How are 

client expectations evolving with regard to their service providers? 

MODERATOR 


Charles Stiller, Global Servicing – New Initiatives Director, Barclays Bank plc 

Audra Nichols, Managing Director, Global and US Global Strategic Sourcing, PricewaterhouseCoopers 

Deepak Singh, Chief Information Officer, HM Revenue & Customs 

11:00 Coffee 

11:30 Raising the Bar: Next Generation Outsourcing 

• Onwards and upwards: Achieving the next level of performance, process excellence 

• Industrialisation: Implications and benefits of the standardised, one-to-many service model – for buyers and providers 

• Next generation outsourcing relationships: Bundling services, managing risk, and creating options through 

enterprise-level governance strategies 

• Next generation contracts - issues and considerations: Ensuring on-going innovation and continuous 

process improvement from your supplier 

MODERATOR 

Roger Sparks, Partner, TPI 

Richard Williams, Chief Information Officer, AstraZeneca plc 

Harry Wauters, Director Global Financial Shared Services Centres, International Paper 

Kevin Campbell, Chief Executive, Outsourcing, Accenture 

Peter Brudenall, Partner, Hunton & Williams 

12.45 Lunch 

14:00 Analysts Panel / View from the City – What Does the Outsourcing Company of the Future Look Like? 

• The provider landscape – what next? 

• Where will the next generation providers be based? 

• The outsourcing company of tomorrow 

• The analyst’s view of what next generation outsourcing will look like 

• How will the current round of consolidation change the dynamics of the industry? 

MODERATOR 

Patrick Jenkins, Companies Editor, Financial Times 

Elizabeth Buckley, Director, Arete Research LLP 

Bruce Keith, Director, Growth Capital, 3i plc

14:30 It Takes Two to Tango: The Service Provider’s Perspective 

15:00 Coffee 

• As the concept of outsourcing matures, the role of service provider evolves. Hear the perspectives of leading providers 

Sanjiv Gossain, Vice President and UK Country Manager, Cognizant 

15:45 Hedging Location Risk 

• What geopolitical, economic and financial events are likely to underpin the fortunes of the outsourcing and 

offshoring destinations in the year ahead? 

• What is the outlook for wage inflation in the key markets - the ‘longevity’ of labour arbitrage as a critical 

lynchpin of the market? 

• Managing crime risk in offshored operations 

MODERATOR 

Peter Moller, European Shared Services Team Leader, Deloitte 

Neil Wentworth, Member of Spanish Association of Consulting Firms (AEC), 

International Sourcing Business Director – ATOS ORIGIN 

Matthew Dewsbury, Head of Security and Fraud Risk, HSBC Global Resourcing 

Peter Moller, European Shared Services Team Leader, Deloitte 

16:45 Human Capital 

The Retained Team 

• Profile of the retained team: Skill requirements 

• Defining roles and responsibilities of the retained team 

• Budgeting for the retained team 

• The organisation of the retained team: Where, when, how? 

MODERATOR 

Anthony Hesketh, Senior Lecturer, Lancaster University Management School 

Paul Blackburn, Senior Vice President, Finance and Corporate Controller, GlaxoSmithKline 

Mike Theaker, Global Leader HR Effectiveness, Mercer 

Managing the Distributed Workforce in a 24/7 World: Making Remote Working Work 

Chris Newell, Senior Research Fellow, 

Boston University School of Management and the Institute for Global Work 

17:45 Drinks Reception hosted by: 

19:00 Speaker Dinner hosted by:

PROGRAMME 

DAY TWO: 13 MAY 2008 

08:30 Registration 

09:00 Chair’s Opening Remarks 


09:05 The Future of the Captive: Monetisation/Commercialisation and Beyond 

• The role of the captive in future global services delivery model? 

• The end of the road for the in-house captive? Assessing the challenges and the opportunities for the inhouse 

captive: Mapping a pathway to future growth - delivering sustainable business value, managing 

attrition, driving innovation and profit impact 

• Assessing the pros and cons or various turnaround options for the captive: e.g. jvs, virtual and co-operative 

captives. Illustrative deal structures. Identifying the issues (e.g. date privacy, IP, potential balance sheet 

implications). Ideal scale and scope 

• Monetisation: capabilities of existing management to morph into a provider: the strength of the 

commercialisation for captive turned provider – will other corporations buy? 

MODERATOR 

Michael Bloc, Partner, McKinsey & Company 

Mahesh Muzumdar, Senior Vice President and Country Head, Fidelity Business Services India Private Limited 

Teresa Copping, CEO, Aviva Global Services 

Doug Kaden, Partner, Oak Hill Capital 

Michael Bloc, Partner, McKinsey & Company 

10:00 MODERATOR 


Will a Global Recession Drive More Offshoring and Outsourcing in the Future? 

Julio Ramirez, Managing Partner and Practice Leader - Globalisation and Outsourcing, The Hackett Group 

The Future of Customer Service Outsourcing 

Sukant Srivastava, Managing Director and Country Manager, India, Convergys Corporation 

10:30 Coffee 

11:00 Knowledge Process Outsourcing 

Offshoring or outsourcing programs have historically focused on repetitive processes. Yet, in most corporations, 

the work content that involves complex, judgment – based work, such as analytics and research, is a vast, 

untapped frontier for alternative service delivery. This session will focus on trends in outsourcing high-end 

processes, and highlight case studies in R&D and legal process outsourcing.. 

MODERATOR 


Anish Nanavaty, CEO, Knowledge Services, WNS

R & D Outsourcing 

Phanish Puranam, Assistant Professor of Strategic & International Management, London Business School 

Legal Process Outsourcing 

Mark Ross, Director, LawScribe Inc 

Chris Bull, Chief Operating Officer, Osborne Clark 

12:30 The Future of Global Services Sourcing 

• How will the economics of global sourcing be redefined? 

• Which new outsourcing and offshoring models (both buy and sell side) might emerge? 

• Will the politics of global sourcing cease to exist? 

Tom Weakland, Partner, Diamond Management and Technology Consultants 

13:00 Lunch and end of Conference 

Associate Sponsors 

Sponsors

Paul Blackburn 

Senior Vice President, Finance and Corporate Controller 

GlaxoSmithKline 

Paul Blackburn is currently SVP Financial Controller at GlaxoSmithKline, a position he has 

held since April 2005. His responsibilities include Internal/External Reporting, Forecasting 

and Planning, S404 compliance and compliance with IFRS. Prior to his current position he 

was Corporate Controller for six years. Mr Blackburn joined SmithKline Beecham in 

September 1977 as a financial analyst and has held multiple finance positions of 

increasing responsibility in the UK, Ireland, USA and Belgium. All these positions 

supported commercial management. Before joining SmithKline Beecham, Mr Blackburn 

was an auditor with Cadbury Schweppes Plc. Mr Blackburn has a degree in Management 

Science from Warwick University and is a member of the Chartered Institute of 

Management Accountants. 

Peter Brudenall 

Partner 

Hunton & Williams 

Peter Brudenall is a partner in the firm’s Global Technology and Outsourcing Group. He 

has extensive experience in all areas of Outsourcing and Information Technology law 

including advising on the outsourcing of technology development, remote infrastructure 

management, business process outsourcing, complex systems integration, data 

migration issues, licensing and exploitation of intellectual property, software development 

projects, data protection, Internet and e-commerce issues. Mr Brudenall acts for both 

customers and suppliers, and has significant experience in acting for Indian-based 

outsourcing vendors. He is ranked as a “leading individual” for outsourcing and technology 

advice by Chambers legal directory. He is a regular speaker on technology law and 

outsourcing issues, and has been widely published in legal journals in the UK and 

internationally. He is the editor and co-author of Technology and Offshore Outsourcing 

Strategies published by Palgrave Macmillan in June 2005, and a co-author of The Secure 

Online Business Handbook, published by Kogan-Page in 2006. 

Elizabeth Buckley 

Director 

Arete Research LLP 

Before co-founding Arete, Elizabeth Buckley spent eight years with Paribas Asset 

Management as a Senior Portfolio Manager for European Equities, with investment 

responsibility for European technology and Nordic equities, and client responsibility for US 

and UK pension fund clients. In 1999, Lipper ranked her fund management # 1 in the High 

Performance European Equity category, and she was ranked #1 by Micropal for her Nordic 

equity fund. She holds degrees from the Ecole des Hautes Etudes Commerciales (HEC) in 

France and Duke University (Honors), and is a Chartered Financial Analyst (CFA). She 

heads up software and computing services coverage at Arete Research. 

FT Global Outsourcing & Offshoring Conference


Chris Bull 

Chief Operating Officer 

Osborne Clarke 

Chris Bull is Chief Operating Officer at Osborne Clarke, with responsibility for all of the firm’s 

business service functions. Utilising the experience gained in this broad role, Mr Bull is a 

regular contributor to publications and conferences across the spectrum of law firm 

operations, including outsourcing and procurement, finance, IT, marketing, buildings and 

the working environment, and knowledge management. Mr Bull is one of seven members 

of the firm’s governing Partnership Council. Prior to joining Osborne Clarke in 1996, he 

worked as a Management Consultant and Finance Manager. He is a qualified Chartered 

Accountant and has worked at PwC, Ernst & Young and NatWest Bank. Mr Bull is a 

committee member of the Managing Partners’ Forum (MPF) and an editorial panel 

member at the recently launched FDLegal magazine. He has been a guest tutor on the UK’s 

first legal-specific MBA programme. 

Kevin Campbell 

Chief Executive, Outsourcing 

Accenture 

Kevin Campbell is Accenture’s Group Chief Executive – Outsourcing, with ultimate 

responsibility for the development and delivery of the company’s application outsourcing, 

infrastructure outsourcing and business process outsourcing services and solutions. In 

this position he is responsible for growing Accenture’s outsourcing business through 

differentiated, innovative offerings that can be delivered through its Global Delivery 

Network and for supporting Accenture’s operating groups in selling and executing 

outsourcing and other large, complex contracts. He also has direct responsibility for 

Accenture’s business process outsourcing (BPO) units, including Accenture Finance 

Solutions, Accenture Learning and Navitaire, among others, as well as the company’s 

operational excellence initiative to increase the measurability, repeatability and 

predictability of the BPO services Accenture provides to clients. He is a member of 

Accenture’s Executive Leadership Team. From February 2005 to September 2006, Mr 

Campbell was Accenture’s senior managing director – Business Process Outsourcing. He 

rejoined Accenture in 2005 from Hewitt Associates, where he was market strategy and 

development leader of Hewitt’s HR outsourcing business. Prior to that, he was president 

and chief operating officer of Exult Inc., which merged with Hewitt in October 2004. He 

was previously with Accenture from 1982 until 1999, at which time he was the partner in 

charge of outsourcing for the Resources operating group, where he helped pioneer 

Accenture’s BPO activities. He became a partner in 1990. He holds a Bachelor of Science 

degree from Boston College.

Matthew Dewsbury 

Head of Security and Fraud Risk 

HSBC Global Resourcing 

Matthew Dewsbury became Head of Security and Fraud Risk for HSBC Global Resourcing, 

the offshore operations arm of the HSBC Group, based across Asia, in 2007. The key 

responsibilities of this role include working to prevent and investigate fraud, establishing 

robust Information Risk governance and maintaining the physical security of all facilities and 

staff. Mr Dewsbury joined HSBC in 2003 in the UK where he was initially responsible for 

managing investigations into major frauds and subsequently moved on to take responsibility 

for fraud strategy for the Europe region. In 2006 he oversaw the offshoring of a substantial 

fraud prevention resource to HSBC Global Resourcing in India, which proved a great success, 

following which he moved on to assume his current role. Prior to joining HSBC, he enjoyed a 

successful career in the UK Police working, amongst other roles, in drugs and CID teams. 

Sanjiv Gossain 

Vice President and UK Country Manager 

Cognizant 

Dr Sanjiv Gossain is a Vice President and Head of UK & Ireland for Cognizant Technology 

Solutions. In this capacity he manages Cognizant’s growing business across all industry 

sectors in the United Kingdom & Republic of Ireland. He and his team are responsible for all 

client relationships, sales, and operations. Dr Gossain has over 18 years experience in the IT 

consulting industry having worked both as an entrepreneur – as a co-founder of NerveWire, a 

management consulting and systems integration firm in Boston USA – and as a successful 

leader in a large systems integration firm – Cambridge Technology Partners (now Novell) 

where he was the CTO. He has worked with numerous blue-chip clients in North America and 

in Europe, especially in Capital Markets, Banking, Communications, and Life Sciences. He 

earned advanced degrees from the University of Essex, including a PhD in Object-Oriented 

Development and Reuse, a master’s degree in Telecommunications and Information Systems, 

and a bachelor’s degree in Electronic Systems Engineering. He is a member of the Association 

of Computing Machinery, the British Computer Society, and is a Chartered IT Professional. 

Anthony Hesketh 

Senior Lecturer 

Lancaster University Management School 

Dr Anthony Hesketh, BSc, PhD is a Senior Lecturer in the Management School at 

Lancaster University. His research focuses on capturing the impact of transformational 

outsourcing on organizational performance. An expert in talent management, Dr Hesketh 

researches and consults with some of the world’s leading organisations on outsourcing, 

human capital management and its measurement. Recent books include The 

Mismanagement of Talent (Oxford University Press, 2004) and Understanding the 

Performance of HR (Cambridge University Press, 2007). He is the founding Director of 

the Centre for Performance-Led HR at Lancaster – which has amongst its members 

some of the UK’s most influential HR Directors, a founding member of the HROA Europe 

Board, sits on a number of advisory boards in the outsourcing space and is editor of the 

new Human Resources Business Review (HRBR). 


Alexander Hodac 

Senior Practitioner 

Deloitte 

Alexander Hodac is a Senior Practitioner in Deloitte’s Belgian Real Estate practice and 

specialises in corporate location strategies. Since joining Deloitte in 2005, he has 

conducted over 15 location studies, many of which related to locations for Global or for 

Regional Shared Services Centres. In the course of his work he has assessed both proven 

destinations as well as emerging locations for shared services, covering Europe, Asia 

Pacific and the America’s. His clients are top multinationals including Arla Foods, 

Carlsberg, Office Depot and Reuters who have all recently decided to implement a 

European shared services centre. Mr Hodac holds a M.Sc. of the Solvay Business School 

in Brussels. 

Patrick Jenkins 

Companies Editor 

Financial Times 

Patrick Jenkins was appointed companies editor and assistant editor for the Financial 

Times in February 2008, having spent two years as the paper’s international company 

news editor. Prior to that, Mr Jenkins was a financial correspondent for the FT, based in 

Frankfurt, and before that he was a UK companies reporter. He has also worked as a 

personal finance correspondent and as a production editor on FT special reports. He 

joined the FT Group in 1996 as editor of the newsletter, FT World Insurance Report. 

Previously, he was a translator and editor at Reuters. Mr Jenkins has an MA in French 

literature from Warwick University and a BA in modern languages from Kent University. 

Douglas Kaden 

Partner 

Oak Hill Capital 


Douglas M. Kaden is a Partner of Oak Hill Capital, responsible for investments in business 

and financial services. Mr Kaden serves on the board of directors of Ability Re, RSC and 

Vertex and previously served on the boards of Genpact (as an observer) and EXLService. 

Prior to joining Oak Hill in 1997, he worked at James D. Wolfensohn, Inc., a mergers and 

acquisitions advisory firm. Mr Kaden earned an A.B. degree in Social Studies (philosophy 

and economics) from Harvard College, a M. Phil from Cambridge University and a M.B.A. 

from the Stanford Graduate School of Business.

Bruce Keith 

Director, Growth Capital 

3i plc 

Bruce Keith is a Director in 3i’s Growth Capital Team and is responsible for BPO investing. 

He joined 3i in 1996 and worked in the Edinburgh, Glasgow and Dublin offices, before 

moving to London in 2002. He has also spent time on secondment in Zurich, Frankfurt, 

Singapore and New York. Recent deals include Polyconcept, Bouncopy, Asia Capital Re, 

KNEIP and Fulcrum. He is also responsible for PBS, 3i’s captive offshore BPO vehicle. He 

has an MA from Aberdeen University and is a member of the Institute of Chartered 

Accountants in Scotland. 

Peter Moller 

European Shared Services Team Leader 

Deloitte 

Peter Moller leads the European Shared Services and Outsourcing Advisory Team within 

Deloitte. Since 1995 he has helped some 50 organisations with shared services, 

outsourcing and offshoring initiatives and leads a European Team that has worked with over 

300 organisations in this space. He has been quoted on shared services and outsourcing in 

a number of Management Journals including The Financial Times, The Times, Accountancy 

Magazine, CFO Europe, Director magazine, the EIU’s Business Europe and the Sunday 

Times. He has also featured on CNN Europe, BBC Radio 4 and Japan’s leading business 

radio station. He chairs a tri-annual Discussion Group for Shared Services leaders which 

includes over 30 leading multinationals. 

Mahesh Muzumdar 

Senior Vice President and Country Head 

Fidelity Business Services India Private Limited 

Mahesh Muzumdar is the Senior Vice President & Country Head for BPO in Fidelity India. He 

presently oversees the operations & management of Fidelity Investments’ offshored operations 

in India. He began his career at Fidelity Investments in November 2003 as a Vice President and 

has led the unit since its inception in 2003 to its current strength of 2000 associates, spanning 

multiple business lines and product groups. He has to his credit 25 years of financial services 

experience in India and overseas. He has successfully handled various positions in Banking 

Operations / Projects, Treasury Operation, Custodial Services, Service Delivery, Corporate & 

Institutional Banking. Prior to joining Fidelity, he was part of the senior team that designed, 

implemented and then managed the Global Shared Service Center for Standard Chartered 

Bank, a leading player in the financial services offshore space in India. He holds a Masters 

degree in Economics from Delhi School of Economics, Delhi University in the year 1982. 



Anish Nanavaty 

CEO, Knowledge Services 

WNS 

Anish Nanavaty serves as CEO – Knowledge Services, WNS’ fast growing vertical which 

provides research and analytics to the Global 500. Prior to his current role, he led business 

development for WNS-North America Travel Services based in New York. Before joining 

WNS, he held senior positions in offshoring strategy and implementation both as consultant 

and in industry. He was a senior member in the India-based practice of The Monitor Group, a 

leading strategy-based practice where he helped multinational clients enter India, and earlier 

in his career was a consultant with Mars & Company. He also led the development of Enron 

Corporation’s IT Infrastructure Services outsourcing business in India. Mr Nanavaty holds a 

BS in Economics from the University of Pennsylvania’s Wharton School. 

Chris Newell 

Senior Research Fellow 

Boston University School of Management and Institute of Global Work 

Dr Chris Newell is a Senior Research Fellow at Boston University School of Management 

and the Institute for Global Work. He is also the Chief Collaboration Officer at Keane Inc. 

Prior to Keane, he held positions of as head SVP of Global Customer Education at 

Parametric Technology Corporation and prior to PTC was the Chief Knowledge Officer at 

Viant Corporation. Dr Newell has extensive experience in organisational development and 

workgroup technology. At Lotus Development, he was the founder and Executive Director 

of the Lotus Institute, an action research center that developed virtual teaming and 

distance learning, virtual community, expertise location solutions. Two of his solutions; 

Teamroom, an earlier version of Workplace and LearningSpace were commercialised by 

IBM and Lotus. He was also Co-Founder and Co-Director of the IBM Institute for 

Knowledge Management, a customer-sponsored consortium that researched a wide 

array of social and technical knowledge management issues. He holds a doctorate in 

Psychology from the Massachusetts School of Professional Psychology. 

Audra Nichols 

Managing Director, Global and US Global Strategic Sourcing 

PricewaterhouseCoopers 

Audra Nichols is the Global Strategic Sourcing (GSS) Leader for the US Firm of 

PricewaterhouseCoopers LLP. GSS is chartered with establishing a strategic sourcing 

operating model, program managing the execution of the model, and providing ongoing 

oversight of the US Firm’s global strategic sourcing practices, initiatives and operations. 

Ms Nichols is also responsible for leading the effort to bring the many elements of the 

PwC worldwide organisation together under a combined approach to global strategic. She 

leads a team of experienced professionals who define, deliver and execute the internal 

capability and strategic position on outsourcing and offshoring. Over the past three years, 

Ms Nichols has built an offshore operation that employs multisourcing to deliver the US 

Firm’s IT and Business Process Offshoring efforts.

Phanish Puranam 

Assistant Professor of Strategic & International Management 

London Business School 

Dr Phanish Puranam is Assistant Professor of Strategic and International Management at 

the London Business School. He is also Co-Director of the Aditya V. Birla India Research 

Centre, and a visiting Professor at the Indian school of Business (a partnership between 

Wharton, Kellogg, and London Business School). He obtained his PhD at the Wharton 

School of the University of Pennsylvania. He teaches courses in strategy and corporate 

development to MBA students and senior executives, in addition to customized executive 

programmes on outsourcing and offshoring. Dr Puranam’s research and consulting interests 

centre on the design and management of strategic relationships between organizations. His 

research on topics such as the structuring of alliance and outsourcing arrangements, postmerger 

integration, inter-divisional collaboration and reorganizations has been published in 

internationally reputed academic journals and he is frequently quoted in the business press. 

He also works in advisory/training roles with companies such as Deutsche Bank, Microsoft, 

247Customer, Unisys, Tata Consulting Services and CapGemini. 

Julio Ramirez 

Managing Partner and Practice Leader - Globalisation and Outsourcing 

The Hackett Group 

Julio Ramirez is a leader of The Hackett Group’s business process sourcing research and 

advisory activities. One of the original former founding partners of Answerthink, Inc, in 1997. 

Previously, Mr Ramirez was senior vice president of Acclaris, a global business process 

outsourcing firm with offices in the US and India, responsible for its Global 2000 HR and finance 

and accounting process outsourcing business. Mr Ramirez has over 24 years experience 

working with senior executives at Fortune 500 companies in the transformation of the finance, 

HR and procurement functions to achieve world-class performance. He has significant 

experience in all aspects of designing and implementing shared services and has worked with 

multinational organizations throughout North America, Europe, Asia Pacific and Latin America. 

Previously, Mr Ramirez was an audit and consulting partner with KPMG Peat Marwick. 

Mark Ross 

Director 

LawScribe, Inc 

Mark Ross was a partner at the prestigious UK Law Firm Underwoods Solicitors. While at 

Underwoods he was responsible for the development of a case management system for 

the offshoring of routine personal injury cases to the firm’s South African practice. Mr 

Ross joined LawScribe after immigrating to Los Angeles in 2006. He is a regular speaker 

at conferences and has had numerous articles published in legal journals on subjects as 

varied as the death of the hourly rate and the liberalization of the Indian legal sector. His 

article calling for Accreditation and Self-Regulation for the Legal Outsourcing Industry has 

been widely acclaimed and published as a white paper by both the Legal Process 

Outsourcing Network, and the International Association of Outsourcing Professionals 

(IAOP). He has prepared lectures on outsourcing in the legal profession for the Association 

of Legal Administrators, ALM, Immigration Law Weekly and Estrin Legal. He is a 

professional member of the IAOP, and the Chair of their Legal Outsourcing Chapter. His 

Legal Outsourcing Blog http://blog.law-scribe.com/ has become a valuable resource of 

information for those interested in the legal process outsourcing industry. 


Roger Sparks 

Partner 

TPI 


Roger Sparks has more than 20 years experience in sourcing and new business activities 

for major IT and government/defence projects. He is a Partner in TPI’s Global Financial 

Services practice, heading up TPI’s European Financial Services business, a team that 

works closely with some of the leading European and global banks, insurance companies 

and other financial institutions across the entire front to back office. He has used his deep 

practically attained experience in advising some of the worlds largest global financial 

services companies through complex sourcing transactions including some of the largest 

outsource transactions that have been led from Europe. He has a broadly based expertise 

of ITO (including applications and infrastructure) and BPO engagements that span the 

entire sourcing life cycle from strategy development through implementation and delivery. 

Prior to joining TPI, Mr Sparks worked with Computer Sciences Corporation (CSC) for five 

years as the Pricing Manager for its European Business Development group. He held 

leadership positions in the United Kingdom and led project financial teams in the United 

Kingdom, France, Germany, Scandinavia, Benelux and South Africa. 

Sukant Srivastava 

Managing Director and Country Manager India 

Convergys Corporation 

Sukant Srivastava is managing director and country manager for Convergys Corporation’s 

Customer Care business in India. He is responsible for overseeing the operations of 

Convergys’ eight contact centers and 11,000+ Customer Care employees in India, directing 

relationships with national government officials and representing Convergys in key industry 

forums and associations. Additionally, he will focus on driving Convergys’ Relationship 

Management brand position in India, enabling talent acquisition and continued leadership 

in the rapidly growing business process outsourcing market. Srivastava reports to Clint 

Streit, president of Customer Care, and is located in Gurgaon, India. Prior to joining 

Convergys, Srivastava served in a variety of global leadership roles with Keane, Inc. His 

most recent assignment was as managing director for Keane’s Indian operations. In this 

position he served as a transformation agent for enterprise-wide change initiatives, 

including a shift to a globally integrated business model. Previously, he was vice president of 

Global Services Integration for Keane. Mr Srivastava holds a bachelor’s degree in Electrical 

Engineering from the Birla Institute of Technology in Ranchi, India and a master’s degree in 

Business Administration from the University of North Florida. 

Charles Stiller 

Global Servicing-New Initiatives Director 

Barclays plc 

Charles Stiller is Head of New Initiatives for Barclays Global Servicing. He has 20 years 

financial services experience with Barclays and the Financial Services Authority, focussed 

in the UK, Continental Europe and the Middle East. During the last 4 years Mr Stiller has 

concentrated on offshoring BPO activities for Barclays, originally to 3rd parties, primarily 

in India, then purchasing a joint venture BPO operation and letterly setting up Barclays 

own captive operation in Noida.

Rick Sturge 

Director of Employer and Strategic Development 

CIMA 

Rick Sturge is a Chartered Accountant with over 20 years’ experience of working both in 

senior finance, commercial and business development roles in a range of service 

organisations. Having trained with Coopers & Lybrand, his first industry role was with 

London Life, later to become part of AMP. He then became European CFO of a consulting 

engineering division within WMX Technologies. A move into commercial and business 

development roles resulted in him becoming an outsourcing specialist with cross industry 

experience. He has worked for Serco, BT and more recently the BPO operations within 

PwC and Accenture supporting a range of multinational clients in different industries. 

Mike Theaker 

Global Leader HR Effectiveness 

Mercer 

Mike Theaker is the Global Leader of Mercer’s HR Effectiveness business. He has over 17 

years of experience in HR service delivery effectiveness including HR strategy design, HR 

shared services, HR information systems design and implementation, HR process 

optimization and HR sourcing strategy. He previously worked for IBM developing their eHR 

Consulting Practice, Towers Perrin where he was HR Transformation Leader, and was a 

Director of an international management consultancy with responsibility for HR 

Information Systems, Change Management and Strategic HR Consulting practices for 

Europe & the Middle East. He has worked on HR Effectiveness projects across the Oil and 

Gas, Telecoms, Retail, Hospitality, Aerospace, Manufacturing, Pharmaceutical, Media and 

Financial Services industry sectors in Europe, the US and the Middle East. Mr Theaker 

holds a Masters degree in HR Management and a B.Sc. (Hons) degree in Psychology. He is 

a Chartered Member of the CIPD and between 2000 and 2003 served as a Director of 

IHRIM (International Association for Human Resources Information Management) Europe. 

He is a regular public speaker at conferences in Europe, the US and the Middle East. 

Harry Wauters 

Director Global Financial Shared Services Centres 

International Paper 

Harry Wauters has been director of International Paper’s global financial shared services 

centres since June 2007. In that position, he has responsibility for the company’s shared 

services centres in Memphis, Krakow and Guangzhou. Mr Wauters is based in the 

company’s European Coordination Center in Brussels, Belgium. He joined International 

Paper in 1992. During his career with the company, he has held various roles in corporate 

treasury and credit & collection. Most recently, Mr Wauters served as director financial 

operations with oversight on the outsourced SSC in Krakow since 2000. 



Tom Weakland 

Partner 

Diamond Management and Technology Consultants 

Tom Weakland is a Senior Partner with Diamond Management and Technology Consultants 

and leads the firm’s Global Sourcing practice. He counsels senior business and IT executives 

of Fortune 500 companies on defining and implementing sourcing strategies and 

overcoming the overwhelming challenges sourcing professionals face. In addition, he 

spearheads Diamond’s annual IT Outsourcing Study, the only market analysis available that 

compares trends, issues and benefits of outsourcing from both buyer and provider 

perspectives. As a Partner with Diamond, Mr Weakland has 20 years of experience in helping 

organisations develop, manage, and extract significant benefits from technology. An oftenquoted 

commentator on globalisation and IT outsourcing issues, he leads Diamond’s Global 

Sourcing Practice. He has global experience in multiple industries including financial services, 

insurance and consumer products. His scope of expertise covers all phases of program 

implementation including business plan development, architecture analysis, design, 

development, deployment and management. He is recognised as a technology leader and is 

highly regarded for his skills covering the most advanced technologies. 

Neil Wentworth 

International Sourcing Business Director 

ATOS ORIGIN 

Neil Wentworth is an ICT professional with more than 20 years experience in several areas 

of the business, including design, product management, operations management and 

business development. After a period managing the production and delivery of software to 

the Telecom sector World-wide as VP for Global Competence Centres, Mr Wentworth 

assumed the role of International Sourcing Business Director, with responsibility for the 

definition and management of delocalised global delivery models, within Atos Origin’s 

Global Sourcing framework. 

Richard Williams 

Chief Information Officer 

AstraZeneca plc 

Richard Williams is Chief Information Officer for AstraZeneca with responsibility for leading all 

information technology operations across our global business. He began his career with 

Coopers & Lybrand, an international audit and consulting firm, in 1984 where he led multiple 

programs in such areas as IT strategy, reengineering and application development for a broad 

range of clients in the pharmaceutical, consumer products and telecommunications 

industries. Mr Williams joined Astra Merck in 1992 with responsibility for helping to build the 

joint venture into a multi-billion dollar business in the U.S. He was appointed Vice President, 

Information Services for AstraZeneca Pharmaceuticals in 1999 with responsibility for all 

Commercial applications and technologies for the U.S. business. Prior to his current position, 

he was Vice President of Global Sales and Marketing IS responsible for leading the worldwide 

commercial technology strategy and deployment and our Patient/Physician connectivity 

across all markets. Mr Williams earned a bachelor’s degree in computer science from Temple 

University, and an MBA from St Joseph’s University.

ASSOCIATE SPONSORS 

INTERES Invest in Spain” is the leading government organisation supporting 

enterprises seeking to set up or expand their business in Spain. 

In association with the Spanish Association of Consulting Firms (AEC), our 

initiative, “Spain: the Value Shore destination in Europe” seeks to analyse and 

further develop Spain’s sourcing services as well as understand better the 

constantly evolving needs of companies looking for a high value technological 

location. For outsourcing success with a focus on high value and knowledge 

driven services, contact INTERES Invest in Spain, to see how Spain can be 

your perfect nearshore location in Europe. www.investinspain.org 

Cognizant is a leading provider of information technology, consulting and 

business process outsourcing services. With more than 35 global delivery 

centres and over 55,000 employees*, we combine a unique onsite/offshore 

delivery model infused by a distinct culture of customer satisfaction. A 

member of the NASDAQ-100 Index and S&P 500 Index, Cognizant is a 

Forbes Global 2000 company and is ranked among the top information 

technology companies in Business Week’s Info 100, Hot Growth and Top 50 

Performers listings. 

www.cognizant.com 

*As of December 2007 



ASSOCIATE SPONSORS 

An acknowledged industry leader with more than 15 years of experience 

providing outsourcing services to the world’s leading and emerging 

organizations, Accenture continues to set the standard for creating high 

performance through outsourcing. Accenture believes outsourcing isn’t 

about what you can subtract from a business. It’s about what you can add. 

Like a partner completely synchronized with your overall business objectives. 

Or process excellence that exceeds what you can do on your own. Or 

information that gives you a competitive edge. Drawing on insights derived 

from over 600 outsourcing engagements in 75 countries, Accenture helps 

companies make money, not merely save it. The Accenture Global Delivery 

Network comprises over 75,000 professionals located in more than 50 

centers in 40 cities, stretching from India, China and the Philippines, across 

Africa, Eastern and Western Europe to Latin America and North America: an 

integrated, 24/7 web of operational excellence that uses proven methods, 

tools and metrics, specialized technology and business process skills to help 

clients achieve high performance. For more information about how you can 

partner with Accenture to achieve high performance and leverage the 

benefits of our Global Delivery Network, please visit 

www.accenture.com/gdnmicrosite. 

The Hackett Group, a global strategic advisory firm, is a leader in best 

practice advisory, benchmarking, and transformation consulting services, 

including shared services, offshoring and outsourcing advice. Utilizing best 

practices and implementation insights from more than 4,000 benchmarking 

engagements, executives use Hackett’s empirically based approach to 

quickly define and prioritize initiatives to enable world-class performance. 

Through its REL brand, Hackett offers working capital solutions focused on 

delivering significant cash flow improvements. Through its Hackett 

Technology Solutions group, Hackett offers business application consulting 

services that helps maximize returns on IT investments. Hackett has worked 

with 2,700 major corporations and government agencies, including 97% of 

the Dow Jones Industrials, 73% of the Fortune 100, 73% of the DAX 30 and 

45% of the FTSE 100. 

For more information, visit www.thehackettgroup.com

SPONSORS 

Satyam Computer Services Ltd. (NYSE: SAY) is a global IT consulting and 

services provider, offering a range of expertise aimed at helping customers 

re-engineer and re-invent their businesses to compete successfully in an 

ever-changing market. More than 51,000* highly-skilled professionals in 

Satyam work Onsite, Offsite, Offshore and Nearshore, to provide customized 

IT solutions for companies across several industries. 

Satyam’s ideas and products have resulted in technology-intensive 

transformations that have met the most stringent of international quality 

standards. Satyam Development Centers in India, the USA, the UK, the UAE, 

Canada, Hungary, Malaysia, Singapore, China, Japan and Australia serve 

654* global companies, of which 185* are Fortune Global 500 and Fortune 

US 500 corporations. Satyam’s presence spans 63* countries, across six 

continents. For more information: www.satyam.com 

* As of March 31, 2008 

the People, the Network, the Technology 

The Van Ameyde Group specialises in international claims and risk 

management for major international insurance companies, captives and 

brokers, government agencies and corporate clients. 

We represent clients throughout Europe, providing back-office services and 

handling the entire claims process. Internet insurers rely on our proven BPO 

services. In addition, we conduct risk analyses, surveys and industrial valuations. 

Van Ameyde has: 

• the professionals 

• the international network of offices 

• the unrivalled ECHO IT system 

We tailor services to customer requirement throughout Europe and beyond, 

allowing you to focus on your core business! 

www.vanameyde.com 



SUPPORTING PARTNERS 

CIMA, the Chartered Institute of Management Accountants is the only 

professional body delivering an employer driven qualification for business in 

the public and private sectors. We are the voice of over 164,000 members and 

students in 161 countries and no other professional accountancy qualification 

is as relevant to business or as internationally respected as fit for purpose. 

CIMA Chartered Management Accountants have a unique combination of skills 

and are geared towards assessing business possibilities, grasping opportunities 

and shaping the future of organisations. They have the strategic insight to 

assess risk and make vital business decisions based on a robust understanding 

of the business environment. Combining a high level of financial and 

management expertise with excellent business acumen and decision-making 

skills, the CIMA Chartered Management Accountant are great communicators 

who can make sense of the figures for the future of the business. 

That is why CIMA Chartered Management Accountants have the opportunity 

to move around the business and are qualified to engage in a wide variety of 

activities including outsourcing activities. CIMA also leads the profession in 

developing ethical and technical best practice. Our advice, technical research 

and support programmes create value for employers. 

CIMA is delighted to be a part of the FT Global Outsourcing and Offshoring 

Conference 2008. 

FSO Knowledge Xchange in partnership with FS Outsourcing is a unique 

media and research initiative focused on all aspects of financial services 

worldwide. Our portal www.fsoutsourcing.com features the latest news and 

views, events, case studies, searchable archives of news features and yellow 

pages profile of financial and outsourcing firms. Our weekly e-newsletter 

[Weekly News & Knowledge Bulletin] and quarterly magazine FSO provides 

authoritative, strategic and actionable insight and decision support in the 

outsourcing phenomenon. It is a must-read for all executives, senior 

management and implementers within financial services and outsourcing 

firms. FSO www.FSOkx.com produces and promotes worldís leading summits 

and conferences on various topics in the financial Services Organizations for 

senior decision makers at exclusive locations around the world. FSO is also a 

leading global provider of original, high-quality research on areas within 

financial industry that are moving towards alternate business models.

SUPPORTING PARTNERS 

outsource is the only UK magazine that focuses on all aspects of the global 

outsourcing industry. Published quarterly, it is the industry bible for 

outsourcing professionals - examining all the key sector developments and 

trends. Filled with practical advice on best practice, interviews with leading 

industry figures and thought provoking features plus all the latest news and 

views from the National Outsourcing Association, there is simply no better 

resource to aid you in your decision making process and keep you informed 

of what's really on the agenda when it comes to outsourcing and offshoring. 

Recent editions have explored many of the critical issues and hot topics 

facing today's outsourcing professional, including the advantages of multisourcing, 

offshoring for SMEs and Business Process Outsourcing. 

The outsource website is the perfect companion to the print edition and 

incorporates a full magazine archive, a supplier directory and a library of 

industry white papers. 

www.outsourcemagazine.co.uk 

Practical Law Company is a pre-eminent provider of legal know-how, 

transactional analysis and market intelligence for business lawyers. Working 

closely with law firms and corporate legal departments, we deliver innovative 

and practical solutions in know-how, technology and practice development. 

PLC products include PLC Law Department, a unique online service created 

to meet the know-how needs of in-house lawyers. It provides in-house 

counsel with a combination of management, legal risk, compliance and legal 

know-how resources. 

A range of other PLC resources are available to subscribers, including PLC 

Publications Portal, a fully indexed and searchable library of law firm and 

other third party publications; PLC Law Department Profiles, a searchable 

database of general counsel and legal departments at major companies and 

financial institutions worldwide; and PLC Which Lawyer?, an online resource 

identifying leading lawyers and law firms practising in the core areas of 

commercial law in jurisdictions around the world. 

www.practicallaw.com 

WNS is a leading global Business Process Outsourcing company. Deep 

industry and business process knowledge, a partnership approach, 

comprehensive service offering and a proven track record enables WNS to 

deliver business value to some of the leading companies in the world. With 

over 17,000 employees, WNS is passionate about building a market leading 

company valued by our clients, employees, business partners, investors and 

communities. Our home page is www.wnsgs.com 


FT Bespoke Forums 

Client tailored events from the Financial Times 

Obtain the undivided attention of the world’s 

most influential business decision makers 

FT Bespoke Forums provides YOUR business with the opportunity to 

create a bespoke business event specifically tailored to YOUR needs. 

Programmes are created by a team of expert FT Editorial Managers in 

conjunction with FT journalists, attracting YOUR wish list of the highest 

calibre speakers and delegates. 

You will receive a complete Project Management service which 

includes all Marketing, Advertising, Logistics and Event Management. 

FT Bespoke Forums puts YOUR business face to face with selected 

key decision makers in a neutral, professional environment. 

For more information on our event packages, log onto: 

www.ftforums.com or email: ftbespokeforums@ft.com

Telecoms, 

Media & Technology 

FT Executive Membership Forum 

Online Networking | Conferences & Events | Industry News and Information 

The FT brings you a unique new membership service offering a 

complete package of networking and information tools. 

Make and maintain contact with peers and luminaries operating 

within the Digital, New Media, Mobile and Telecoms sectors – and 

to stay in touch with the key issues facing these industries today. 

Member Benefits Include: 

• The opportunity to search for and contact fellow members – 

including leading industry figures – 

using the online networking tool 

• A VIP pass for any conference from the FT Global Conferences 

and Events portfolio 

• 20% off all additional FT conferences – for you 

and your colleagues 

• Access to exclusive face-to-face members’ 

networking events 

• Access to all FT conferences’ speaker presentations and 

podcasts 

• A 12-month premium subscription to FT.com 

To request more information on the forum including membership 

fees, advertising opportunities or to arrange a demonstration of 

the networking tool, please contact: 

Daniel Thomas Gareth Pike 

daniel.thomas@ft.com gareth.pike@ft.com 

+44(0)20 7873 3643 +44(0)20 7873 3163 

www.ftexecutiveforums.com/technology

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Lead Sponsor 

DATE FOR YOUR DIARY 

FT World Telecoms Conference 

3 & 4 November 2008 

The Landmark, London 

How to Succeed – 

At Home and 

Away... 

Topics to be discussed: 

HOME 

• Competitiveness and investment or monopolisation and stagnation. 

• How will Europe’s telecoms giants cope with competition they face 

from the Asian hardware innovation abroad, regulatory challenges at 

home, and the competition from mobile’s latest multimedia services? 

AWAY 

• Are growth rates in emerging markets already slowing as supply 

begins to catch up with demand? 

• What exciting new opportunities exist for growth strategies in 2009? 

• Will the increasing competition for acquisitions and new licenses 

prohibit all but the biggest players from succeeding in new markets? 

The FT World Telecoms Conference is the essential guide to the big 

picture, how to succeed at home and away. It is a must-attend event 

for those business leaders who need to understand the challenges 

and opportunities they will face in the global telecommunications 

markets throughout 2009. 

For general enquiries, please contact Toufique Khan 

Telephone: +44 (0)20 7873 3260 Email: toufique.khan@FT.com

FT GLOBAL CONFERENCES & EVENTS 

Where business meets 

The Financial Times’ Global Conferences & Events offer an unrivalled insight into markets and 

country profiles, investment opportunities, and the latest and best business practice. Our events 

offer delegates the chance to take stock of the bigger picture, participate in the most current 

debates with the thought-leaders; to enjoy the unrivalled networking opportunities. 

Forthcoming events for 2008: 

Financial Services 

Sustainable Banking Conference and Awards 

3 June 2008 – The Dorchester, London 

FT/DIFC World Financial Centres Summit 

20-21 October 2008 – Gibson Hall, London 

Telecoms, Technology & Innovation 

FT Business of Mobile Conference 

19-20 May 2008 – Radisson SAS Royal Hotel, 

Brussels 

FT Asia Innovate 2008 

October 2008 – Seoul 

FT World Telecoms Conference 

3-4 November 2008 – The Landmark Hotel, 

London 

FT Innovate 2008 

10-11 November 2008 – The Cumberland, 

London 

FT Digital Media & Broadcasting 

Conference 

March 2009, London 

Property 

FT Asia Property Summit 2008 

15 May 2008 – St Regis, Singapore 

FT/ULI Sustainable Cities Conference & 

Award 

16 June 2008 – East Wintergarden, Canary 

Wharf, London 

FT Urban Regeneration Summit 

22 September 2008 – Shanghai 

FT Commercial Property Conference 

23 September 2008 – Millennium Mayfair, 

London 

FT Gulf Property Investment Conference 

1 December 2008 – The Gulf Hotel, Bahrain 

Energy 

FT WEC Energy Leaders Summit 

16-17 September 2008 – The Cumberland, 

London 

FT China Energy and Environment Summit 

November 2008 – Beijing 

Industry Sector 

FT Business of Luxury Summit 

28-30 May 2008 – Grand Hyatt, Tokyo 

FT Manufacturing for the Future 

2-3 June 2008 – Toronto & The Ritz Carlton, 

Chicago 

FT Sports Industry Summit 

November – London 

FT Global Pharmaceutical and 

Biotechnology Conference 

2-3 December 2008 – The Cumberland, 

London 

Awards 

2008 FT/StarMine Global Analyst Awards 

– Recognizing the World’s Top Performers 

15 May 2008 – New York Stock Exchange, 

New York City 

Business Book of the Year Award 2008 

14 October 2008 – The Plaza, Fifth Avenue at 

Central Park South, NYC 

FT Innovative Lawyers Awards Dinner 

16 October 2008 – London 

Prix Pictet Award Ceremony & Gala Dinner 

30 October 2008 – Palais des Tokyo, Paris 

For more information about these events, 

visit www.ftconferences.com, or contact 

Aliki Varsamides 

Telephone: +44 (0)20 7873 4109 

Email: aliki.varsamides@FT.com

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