Senior Project Manager - Enterprise Applications, responsibilities included planning, organization, and leadership of projects across a range of technology enablement and cloud optimization initiatives. Accountabilities included project delivery, scheduling release sprints through both agile and traditional waterfall methodologies. Additionally, sprint management, coaching, and project team guidance in addition to financial management and status reporting. Key activities included identifying resources, managing risk registers, and mitigations, and aligning organizational change management and communication strategies. In the ITSM program management area, responsibilities included portfolio management, program management, stakeholder engagement, and strategic road mapping and reporting.

As Systems Platform Specialist, responsible for implementation, education, adoption, administration and continuous improvement of the service platform toolsets. Responsible for bridging the gap between the business requirements and the technical capability of the service platform.Duties & Skills include: Advanced knowledge of technology and service management practices and the ability to share build consensus with other.  Deep understanding of the functions of Service Management tools and can apply that knowledge to enable Suncor’s business processes Ability to understand end user requirements and supply the right level of support to improve user adoption and proficiency Excellent communication and presentation skills to facilitate learning Ability to influence leadership decisions through sound technical advice Knowledge of Suncor’s support processes including those provided by outsourcers and can make recommendations for continuous improvement Strong organizational skills to successfully manage service platform administration

 Acted as a Lead Project Manager of a developing service management practice specializing in IT strategy, transformation and implementation of ITIL, COBIT and TOGAF best practices.  Collaborated with medium to large scale IT enterprises, I led a team of senior and staff resources, I managed various engagements with clients in both the Oil Gas and Utility industries.  Led efforts in preparing RFP responses, conducting IT Risk Assessments and ITSM optimization strategies and process improvement initiatives.  Specialized in ITSM optimization I developed service management processes for ITSM service delivery, support and client facing service catalogues and call center operations.  Developed integrated change management process and governance programs and IT service portfolio optimization programs.  Led in the development of IT portfolio architecture plans utilizing TOGAF enterprise architecture standards.

 Developed a comprehensive IT service management plan for the Service Now platform administration function.  Consulted with business stakeholders and engagement leads to determine platform requirements and translates business requirements to technical functions and specifications.  Worked with Change Management team, developed stakeholder analysis and impact assessments determine change management requirements. Evaluated continuous service improvement opportunities and developed plans for system growth and performance optimization. Developed platform disaster recovery and business continuity management plans. Led a vendor team in the platform design, build, test and deployment in addition to managing the transition and sustainment function to Talisman resources.

 Developed business, functional and non-functional requirements for in scope process areas. Prepared and delivered high-level process design documentation for all ITSM processes. Collaborated with solution architects and vendors to implement a ServiceNow instance in development, QA and production environments. Worked with Infrastructure support and project teams to implement CMDB automated discovery.

BMC Reseller, conducted process integration for BMC Remedy 6 implementationsImplemented Remedy APR at Domtar, Public Works Canada, and the Canada Border Service Agency.In this technical sales position, I conducted workshops and formed client working groups to gather foundation data for Remedy implementations.Conducted process alignment and integration workshops to ensure client processes were suitablly defined, documented and mature for the service management tool integration. Conducted Remedy user training for medium to advanced users.Prepared transition documentation and release instruction for the implementation teams.Consulted with the customers and implementation organization to resolve conflicts and challenges during deployments. Conducted sales presentations and collaborated in the development of targeted marketing programs. Prepared and conducted presales presentations for perspective customers Provided after sales support to customers during the warranty period post deployment.

Responsible for the overall management of the transition of Service Management practices from Canada Post Corporation and EDS Canada to the CGI Group through the application of effective controls within change, asset and configuration management, addition to release, and deployment management. Contributed to the achievement of organizational aims of cost effectiveness, consistency and equity through the establishment of policies and procedures supporting CGI operational business objectives. Chaired process improvement and maturity workshops with both internal and external customers and clients. Led incident reviews of failed changes and unresolved incidents to identify and document recommendations to prevent future recurrences. The direct benefit of these functions was to reduce service affecting failures by 40% in the first year and 55% in successive years. Engineered processes which aligned with ITIL best practices and individual business objectives resulting in greater alignment of business and IT objectives and an 16% increase in the customer satisfaction index from 75% to 91%.Mentored and coached high potential employees to move into leadership roles as process owners. Led the documentation of roles, responsibilities, process, procedures and work instructions. Set the policy for configuration, change and release management and championed the business value of effective controls on the management of change to the CGI technical environment. Collaborated with business stakeholder and senior management on the business and vendor side to create the Transforming Governance Agenda which formed the basis of the governance provisions of the general outsourcing service agreement.

Led a production project team which implemented a "Total Quality Service Excellence Program". The successful implementation of this program resulted in ISO 1999 and ISO 2000 certification. Documented the business service management transition plan and implementation of best practices. Consulted with Project groups on the optimal method of integrating change management process requirements into project plans and deliverables, and instituted a process modeling think tank. Consulted with clients on methods of improving the process management relationships and functionality with Process owners, stakeholders and end users. Acted as the owner of the change management program and performed regular audits of the change process.Interfaced with both technical and non technical teams and presided over conflicts from inception to resolution. As the Change Management Consultant, I was responsible for the administration and day to day operation of several service management processes for the Canada Post Account. Additionally, trained and mentored new hires and introduced new hire acclimation processes and procedures. Documented the Change, Incident, Configuration and Problem management process and best practices. Delivered presentations to perspective clients on the EDS Change Management Program and processes. Identified opportunities for process improvement and implemented recommendations.Consulted with clients on methods of improving the change management relationships and functionality and implemented ITIL best practices to align with an amended Business Service Management Model. Administered and managed all network and IT infrastructure changes. Chaired ISO integration sessions and developed a reporting framework. Delivered training presentations on DRP and Service management process development. Proposed and implemented change management policy and introduced key performance indicators.