Mark
Thompson.

Nutanix

• Leading global tiered HR service delivery (Tier 0 through Tier 3) and enterprise HR policy governance for a publicly traded cloud and AI infrastructure company generating $2.69B in annual revenue and serving 29,000+ enterprise customers across 41+ countries.
• Managing a global team of 10-12 professionals across Americas, EMEA, and APAC through 1-2 direct manager reports; reports to the Sr. Director, Global People Services.
• Architecting a modern multi-channel HR service delivery strategy spanning self-service, AI agent, case management, and COE escalation, aligned to global SLA, employee experience, and cost-to-serve targets.
• Leading enterprise-wide HR policy governance including standardized development, review, approval, version control, and audit-ready documentation across all regions with required local adaptations.
• Driving AI and digital transformation through ServiceNow AI, intelligent case routing, predictive knowledge management, and integration with Nutanix Enterprise AI platforms to reduce manual effort and improve resolution accuracy.
• Partnering with HR COEs, HRBPs, Legal, Payroll, IT, and Finance for seamless integrated service delivery and cross-functional operational excellence.
• Delivering executive-level reporting on service performance, risk, control effectiveness, and compliance through a three-layer KPI framework spanning operational health, employee experience, and strategic efficiency.
• Managing global budget and resource planning, vendor relationships, contract negotiations, and cost-to-serve optimization for the People Services function.

Ralliant

• Built the global HR operations function post-spin across 41 countries in 60 days.
• Established Tier 0–3 support for 7,000–8,000 employees; achieved 91–95% SLA compliance on 36,000+ annual cases; cut resolution time by 17.7 hours per case; reduced escalations by 57%.
• Integrated ServiceNow AI workflows for a 60% case-volume reduction; redesigned 25 workflows; authored 445 knowledge articles.
• Led a global team of 25 to a 5.18/6.0 CSAT in a brand-new organization; built a COE framework and a 13-KPI dashboard.

Cyncly

• Reported to the Chief People & Culture Officer as a member of the People Leadership Team.
• Led a global team of ~25 People professionals across Canada, Brazil, the UK, Germany, France, and India.
• Drove culture, talent management, employee relations, DEI, and HR technology optimization across regions.

Panasonic North America

• Led Payroll and HR Operational Services for 25,000 employees across 9 business entities and 60,000 annual transactions.
• Reduced case resolution time by 43% and lifted first-contact resolution from 65% to 93% within 12 months.
• Stood up a centralized HR Operations Center consolidating 14 business-unit operations.
• Sustained 97% Workday payroll accuracy and 100% on-time payments for two consecutive fiscal years across 14 entities; automated 67 HR processes.

Cisco

• 14+ year arc from HR Support Specialist to Americas Advanced Care & PMO Leader, Regional Center Leader, and Global Operations & Capabilities Leader.
• Led a virtual HR team across North America and LATAM supporting ~50,000 employees.
• Managed outsourcing vendors to an average NPS of 70; cut processing times by 50% and data gaps by 25%.
• Drove attrition from 80% to 15% during the pandemic; built an intake website with API integrations; raised quality 15% and customer satisfaction 40% through process and scoring redesign.

Fidelity Investments

• Resolved highly sensitive HR and payroll matters for major enterprise clients and served as a team subject-matter expert on process improvement.