Birgit Djukanovic Email & Phone Number

Tiverton, On, Ca

Greater Toronto Area, Canada

Responsibilities:• As a Senior Consultant, advise public sector clients on PMO governance, strategy, and methodology.• Conduct interviews, focus groups, and other consultations with end-users and decision-makers to source, curate, and prioritize capability deficiencies and requirements of the PMO.• Reviewing and providing advice regarding the direction, planning, and performance of PMO processes that improve project delivery.• Drive change and transformation in a highly matrixed organization through influence, political acumen, diplomacy, and effective communication skills, building consensus and buy-in across Departments on PMO strategy and execution alignment.• Acting Program Manager, of $30+ Million Data, Optimization & Productivity Tool Management Program utilizing both hybrid agile and waterfall delivery methods. • Serve as a mentor & coach to PMO personnel. Highlights:• Created and developed a customized Business Relationship Management Framework for the Department of Consumer Protection & Government Services allowing them to begin their journey from being a ‘service provider’ to a ‘trusted advisor’ with their business clients. • Developed & launched the PMO’s Capital Planning SharePoint Tool tracking all in-flight programs, resulting in accurate metrics for reporting financials and overall program/project health. • Drafted and reviewed documents for Hybrid Agile & Waterfall, as well as all the supporting templates, tools, and reports. • Created customized C-suite reporting using SharePoint and Power BI. • Wrote and taught a customized course on Project & Program Risk Management • Created, developed, and implemented a Hybrid Agile Project Delivery Methodology to ensure PMO’s ability to support current and future client demand.

Toronto, Ontario, Canada

Responsibilities:• As the Director, PMO – Service Management Practice, performed curating, prioritizing, and overseeing the development and implementation of best practices, methods, and tools used in the delivery of all North American client projects including governance and risk management artifacts. • Provided Program and delivery management oversight for North American client engagements within the Service Management Practice.• Conducted interviews, workshops, and other consultations with end-users and decision-makers to streamline business processes thereby enhancing operational performance and effectiveness through leveraging BMC IT Process Automation (ITPA) technologies. • Provided project oversight including a detailed work breakdown structure, effort and budget requirements, resourcing, and risk management.Highlights:• Delivered on-premises IT Service Management (ITSM) solution upgrade and redeployed existing BMC integrations with several back-end systems for accurate asset management reporting. • Facilitated workshops and seminars with both client and vendor teams. Our goal was to transition away from heavily customized environments—ones that could hinder future upgrades—and move toward a more configurable out-of-the-box (OOTB) on-premises BMC Remedy ITSM solution.

Toronto, Canada Area

Responsibilities:• As Program Manager initiated and managed a series of projects to upgrade and modernize our utility client’s legacy systems, including an Oracle upgrade to SQL 2016. • Responsible for the successful execution of the Robotic Process Automation Program; and the initiation of the Oracle Program Upgrade to SQL 2016; and Enterprise BI Analytics Programs.• Controlled and administered project budgets with responsibility from initiation through closeout.• Effectively communicated project status to multiple levels of management within the enterprise.• Managed and coordinated multi-vendor contract negotiations for solution components, working closely with both Legal and Supply Chain in contract review and revision. • Engaged with Supply Chain, as required, to create: Request for Qualifications (RFQ), Request for Proposal (RFP), and Request for Tender (RFT) documents for consulting services.• Led change management workshops with all levels of the organization.• Coached leadership on change management strategies and communication to impacted teams.• Promoted and safeguarded software system quality through the promotion of IT standards and best practices for project management and software development life cycles (SDLC).Highlights: • The successful execution of the Robotic Process Automation Program, a $5 Million endeavor, spanning over 14 months with a geographically diverse Project Team of 35 people. • Directed a team of technical and process experts on identifying technical and process improvements to increase efficiency and reduce headcount.• Worked closely with Supply Chain, People and Culture (HR), and Finance to identify potential candidates for automation and implemented twenty-two robotic processes in 14 months, with a combined savings of over $15 Million.

Tiverton, Ontario

Responsibilities:• As Senior Project Manager, was responsible for the successful planning, execution, and delivery of the following projects: Bruce A Simulator Upgrade, Meridium Asset Performance Management, and Windows 7/Office 2010. • Managed, motivated, and mentored large integrated project teams, fostering teamwork, exacting standards of work quality and performance, whilst developing collaborative relationships across all levels of the organization. • Employed project controls (scope, schedule, cost, and risk management) tools adhering to engineering, procurement, and construction (EPC) best practices. • Controlled and administered project budgets with responsibility from initiation through closeout.• Effectively communicated project status to multiple levels of management within the enterprise.• Proactively identified risks, and recommended mitigation strategies to stakeholders to ensure successful project execution.• Provided support to leadership in the assessment of project risk and prioritizing of projects based on risks, resources, and potential for quality improvement. Highlights: • Established and led project Steering Committees, and stakeholder forums to engage stakeholders and guide the projects.• Guided stakeholders through organizational change associated with complex and large system implementations, with a focus on business processes, procedures, and technology.

Edmonton

Responsibilities:• As Senior Project Manager, was responsible for the timely (within 6 months) deployment of BMC's Action Request System v8.1 & Service Request Module to 4,500+ impacted users. Highlights: • Deployed Remedy within a complex environment requiring 99% up-time enterprise-wide across Enbridge Liquids Pipelines. • Reviewed, updated, and documented business processes, which resulted in increased operational effectiveness, and implemented tools and processes that supported 24 x 7 Pipeline monitoring.

Toronto, Canada Area

Responsibilities:• As Senior Project Manager, was responsible for the successful planning, execution, and delivery of the IT Asset Management, BMC's AR System 7.6.4, and HR Case Management projects across the CBC/Radio-Canada in both official languages. • Managed and mentored geographically remote project teams and vendors across North America; and traveled extensively between Toronto, Ottawa & Montreal. • Functioned as the primary point of contact between the client and third-party vendors for contract negotiations and services procurement. Highlights: • Drove the negotiation of new software support and maintenance agreements with vendors, realizing substantial annual savings. • Directed process standardization and improvement initiatives; the Asset Management lifecycle policies and procedures which optimized business processes and ensured CBC had a fully defensible licensing position in the event of a software audit.

Irvine, California & Toronto, Ontario

Responsibilities:• Promoted from a national role at MacLaren McCann to a global role as Global Remedy Systems Manager with the parent holding company (IPG) to implement and manage their enterprise action request system.• Responsible for all operational aspects of the BMC Remedy AR System 6x & 7x globally. • Managed the Remedy program with 30+ projects of varying complexity and duration from initiation through implementation with annualized budgets ranging from $50K - $5M.• Managed Vendors. Involved in the creation of RFIs & RFPs; negotiated global contracts for technical and Remedy related services. • Fostered and developed business relationships, gaining impetus across all levels of the organization for the Global Information Services Remedy mandate. Highlights: • Developed and implemented Help Desk Policies & Procedures and Service Level Agreements (SLAs) for IPG’s global call centers and field service offices in London, New York, Los Angeles, Toronto, Sao Paolo, Paris, and Hong Kong. • Led and chaired the weekly Global Change Advisory Board (G-CAB) attended by senior management focusing on initiatives for North America, Latin America, Europe, Africa, and Asia Pacific.• Streamlined the creation, negotiation, and maintenance of SLAs with the business including service level objectives (SLOs) for field service and technical teams.

Toronto, Ontario

Responsibilities:• As Manager, Desktop & Technical Support spearheaded the successful transformation of a so-called “helpless desk” into a thriving, cohesive, professional business unit that consistently delivered innovative business solutions to a national client base. • Managed, motivated, and mentored eighteen full-time talented technical staff. Highlights: • Designed, developed, and delivered ITSM services and processes to the organization including the use of SLAs to support the business and that became the standard used by IPG companies globally. • Developed enhancements to the call tracking system, added functionality, and increased call-reporting capabilities resulting in a 50% reduction in user wait/turnaround times.• Reduced Agency costs by negotiating outsourced infrastructure services - hosted services; performance monitoring; security services; storage services and business continuity. • Set up an in-house corporate training facility and reduced Agency training expenses by $100,000 annually.

Comphrehensive Project Management Diploma, Project Management

Systems Analysis & Programming Diploma, Systems Analysis And Design

Integrated Office Systems Diploma, Information Technology

Pmi-Rmp Risk Management Exam Preparation