Kevin Roche is Senior Vice President, EMC Global Services, with responsibility for the Customer Services, Product Enablement and Total Customer Experience teams within Global Services. With revenues of $21.7 billion in 2012 and 60,000 people worldwide, EMC is a global leader in enabling businesses and service providers to transform their operations and deliver IT as a service. Fundamental to this transformation is cloud computing. Through innovative products and services, EMC accelerates the journey to cloud computing, helping IT departments to store, manage, protect and analyze their most valuable asset—information—in a more agile, trusted and cost-efficient way.
As lead of EMC’s world-class Customer Services, Roche is responsible for providing technology expertise and problem resolution of EMC products and solutions. He oversees EMC’s worldwide Customer Services which consist of over 7,000 technical service professionals located in Customer Support Centers and field offices worldwide that deliver proactive services, installations, upgrades, maintenance and service account management. Under Roche’s leadership, the company will continue to invest in innovative capabilities and services delivery to realize its Agile Services vision. Additionally, Roche is responsible for Global Services Product Enablement which drives the intersection between EMC services and product business units and leading EMC’s continued focus on Total Customer Experience.
Previously, Roche was responsible for Global Services Strategy and Business Operations. In that role he oversaw the evolution of EMC’s service portfolio and partner strategies, and drove Global Services transformational initiatives to enable growth and continually improve service operations, efficiency and the total customer experience. In this role he led the Global Services CTO office, Marketing, IT, Services Planning and Readiness, Business Development, Partner Strategy and corporate Total Customer Experience. Roche also played a leading role in the formation, go-to-market, and startup of the Virtual Computing Environment (VCE) Company, founded by EMC and Cisco, with investments from VMware and Intel.
Prior to joining EMC, he spent 12 years at Getronics, a €5-billion, 26,000-person, international services and solutions company headquartered in Europe. In his last assignment, Roche was a member of the company’s Board of Management as its Vice Chairman, and was directly responsible for leading the America’s business unit, Global Service Delivery, and Strategic Alliances and Global Portfolio.
Previously, Roche spent 7 years at Astea International, a market leader in customer relationship management software, where he was part of the leadership team that grew the business from $10 million to $85 million and included a very successful IPO. He held senior management positions in Professional Services, Product Management, and Software Development. In his last assignment as Senior Vice President for the Americas, he was responsible for growth and customer services for all domestic business and was the executive leader for all international customer engagements. Prior to Astea, Roche spent 10 years in the IT hardware industry at Wang Laboratories, where he held senior leadership positions in Customer Service, Information Technology, Distribution, Repair, and Manufacturing.
Roche graduated from Northeastern University with a B.S. in Business Management and Marketing.