As IBM’s Chief Information Officer, Fletcher Previn leads a global team of over 12,000 employees whose mission is to prioritize user experience and provide secure, global IT, at scale for ~350,000 IBM employees worldwide. The CIO organization operates in a highly centralized shared services model as IBM’s single IT department, enabling IBM’s transformation to an AI and cloud platform company – a cognitive enterprise.
Under his leadership, IBM pioneered new ways of delivering IT across the world’s largest network, established an agile culture of breaking down big problems into small ones, and embedded design into operations (DesOps).
Fletcher was the first to identify opportunities that enabled IBM to offer a device choice program at the enterprise level, leading to consistently reduced IT support requests and record high customer satisfaction. This allows for new and creative ways to deliver support, including a number of Think Desks where IBMers can get personal service from experts. In October 2019, he announced IBM’s plan to open source the “choice program” code to help others transform how they enable IT for employees. His team also established a program to allow employees to purchase their workstation after a four-year period which resulted in a substantial reduction of tickets for damaged machines. And, with Watson AI technology, Fletcher’s team is reducing the IT burden of managing its network of complex systems and over a half million devices.
Fletcher joined IBM in 2006 and has held several key roles in sales and technology. His extensive experience spans reinventing desktop computing environments (Windows, Mac, Linux), industry leading solutions for sellers and mobility programs, transforming IT infrastructure, delivering productivity tools and Agile transformation.
Prior to joining IBM, he managed the Enterprise Systems Group at Walmart.com.
Fletcher holds Microsoft and Cisco certifications and is a graduate of Connecticut College with a degree in Political Science.