Accountable for directing the development, maintenance and enhancement of communications across the client portfolios (i.e., business lines, functions, regions, districts, etc.), ensuring effective monitoring and quality assurance measurement of client satisfaction with information technology (IT) services, developing client/partner portfolio IT plans and contributing to a national IT plan, and providing briefings and advice to the DG and senior management regarding client and partner issues… Show more Accountable for directing the development, maintenance and enhancement of communications across the client portfolios (i.e., business lines, functions, regions, districts, etc.), ensuring effective monitoring and quality assurance measurement of client satisfaction with information technology (IT) services, developing client/partner portfolio IT plans and contributing to a national IT plan, and providing briefings and advice to the DG and senior management regarding client and partner issues management. Accountable for setting the strategic direction, leadership and vision for consistent and integrated IT and non-IT Service Delivery to identified client and partner portfolios across the Enterprise (GoC) and within SSC. Accountable for planning, developing, maintaining and enhancing a client-focused service delivery framework and for the provision of a comprehensive range of consistent and integrated operational services to a significant client base covering a range of IT and non-IT functions identified in the SSC Service Catalogue (client base includes identified client and partner portfolios across the country). Provides sound and frequently urgent advice on sensitive issues which impact directly on the provision of services to clients; maintains knowledge of trends in client-service oriented technology to develop client-service management principles, frameworks and standards to focus on the inter-relationships among people, process and technology; negotiates agreements on and establishes protocols to manage and coordinate service requests and requirements; briefing and advising the DG and ADM Service Management and colleagues across the Branch, within SSC service lines, and the Regions; and represents the Directorate in a variety of interdepartmental working groups. Show less

-Providing and implementing the vision, strategic direction, priorities and work plans for the AOM Division business model and accompanying processes, practices and templates to enable the organization to continue meeting the increasing demands for DCSB’s IT services; -The development and enhancement of the role of the Division as DCSB’s source of expertise on account management of SSC’s 43 partners and other key clients; -The development of options and business cases to streamline… Show more -Providing and implementing the vision, strategic direction, priorities and work plans for the AOM Division business model and accompanying processes, practices and templates to enable the organization to continue meeting the increasing demands for DCSB’s IT services; -The development and enhancement of the role of the Division as DCSB’s source of expertise on account management of SSC’s 43 partners and other key clients; -The development of options and business cases to streamline, review or innovate processes, tools and systems to enhance DCSB and the AOMs” ability to respond to the overall increase in demand for IT services;-Strategies and processes to transform and continuously modernize the AOM business model while meeting client expectations and increasing customer satisfaction;-Nurturing collaborative relationships and networks with stakeholders including senior directors, client executives, project managers and other SSC organizations to seek advice and develop solutions to complex departmental and/or horizontal issues affecting the AOM’s ability to provide support to service delivery;-Co-chair of the Pride Network (LGBTQ2) with a focus on advocacy for diversity, creating awareness of the 2SLGBTQIA+ communities and building a safe, respectful and inclusive work environment for all employees;-Planning and managing the Division’s financial and human resource requirements including:-The prudent forecasting and budgeting of the Divisions resource needs;-Collaborating with corporate services to ensure the effective and efficient management of human resources;-Creating a work environment that is conducive to learning and that fosters career development and progression;-Reporting and updating senior officials on the implications of challenges with the delivery of DCSB IT services to partner/client departments;-Identifying and communicating areas of improvement and successes in the delivery of DCSB IT Services to partners/clients; Show less

-Manage the structure and delivery of multi-million dollar complex IT and Facilities programs and projects on time, within budget and according to Treasury Board regulations for Federal Government Departments;-Manage the implementation of a Disaster Recovery solution to the IRCC GCMS Application in a three phased approached.

Overall accountability for the delivery of a solution from the Pre-Sales phase through to the Close-out of projects. Project annual revenues ranging from $500K to $10M over the life of the contract. I am responsible for the structuring and delivery of moderately complex solutions across Bell Business Markets (BBM) account base, on time, within budget and according to customer contracted requirements.

-Managed IT projects for multiple divisions including Bell TV, Bell Canada, Bell Internet and Bell Mobility during all phases of the project life cycle such as Planning, Implementation, Execution, Monitor/Control and Closure;-Created and maintained project plans including Work Breakdown Structure (WBS), master project schedule and control plan. Coordinated activities and resources, established contingency plans, monitored project performance, managed scope, budgeted and monitored project… Show more -Managed IT projects for multiple divisions including Bell TV, Bell Canada, Bell Internet and Bell Mobility during all phases of the project life cycle such as Planning, Implementation, Execution, Monitor/Control and Closure;-Created and maintained project plans including Work Breakdown Structure (WBS), master project schedule and control plan. Coordinated activities and resources, established contingency plans, monitored project performance, managed scope, budgeted and monitored project costs, and prepared qualitative/quantitative risk analysis;-Communicated with a wide range of stakeholders, including senior management, regarding project status, key initiatives, business processes and provided other strategic advice;-Led a total of 33 projects in 2010 with an average of 5 projects being managed at the same time. Project scope, budgets and timelines were all respected;-Analyzed trends and developed/documented strategies to resolve root cause by redesigning and testing existing business processes to decrease cycle time and costs;-Resolved complex issues with clients and stakeholders regarding the scope functionalities, schedule and resources;-Implemented cost recovery projects such as the development of new added value products and marketing portfolios;-Earned an Award of Excellence for executing the deployment of a new vendor site in Delhi, India. On-site for three months to transition the work and support 600 new representatives. Managed a team of 15 Subject Matter Experts (SMEs) supporting the helpdesk. Single point of contact responsible for the opening of the centre, training of all staff and managers, resolution of complex issues involving clients and ensuring overall quality control; -Utilized the Six Sigma and PMI methodologies to manage new projects for all project life cycles resulting in on-time and on-budget implementation. Show less

Managed a team of professionals to assist the South African government in fighting racism for the 2010 Fédération Internationale de Football Association (FIFA) World Cup in South Africa. Presented a creative strategy to Makhenkesi Stofile, Minister of Sport and Recreation for South Africa, and discussed at length on many visits to Canada. Travelled to South Africa to present the concept to Tokyo Sexwale, Minister of Human Settlements for South Africa, and Sepp Blatter, President of FIFA. All… Show more Managed a team of professionals to assist the South African government in fighting racism for the 2010 Fédération Internationale de Football Association (FIFA) World Cup in South Africa. Presented a creative strategy to Makhenkesi Stofile, Minister of Sport and Recreation for South Africa, and discussed at length on many visits to Canada. Travelled to South Africa to present the concept to Tokyo Sexwale, Minister of Human Settlements for South Africa, and Sepp Blatter, President of FIFA. All stakeholders were pleased with the creativity as well as the practicality, and showed their support by adopting most of the elements for the 2010 World Cup. Show less

-Led a team of 300 customer service employees and contractors to exceed objectives in all performance areas. Determined staffing and financial requirements, created project resource estimates and plans and developed status reports. Conducted interviews, participated in selection processes, explained objectives and priorities, assigned tasks, monitored work activities, recommended training and development needs, conducted feedback review sessions and discussed performance… Show more -Led a team of 300 customer service employees and contractors to exceed objectives in all performance areas. Determined staffing and financial requirements, created project resource estimates and plans and developed status reports. Conducted interviews, participated in selection processes, explained objectives and priorities, assigned tasks, monitored work activities, recommended training and development needs, conducted feedback review sessions and discussed performance appraisals;-Partnered with other business unit leaders and stakeholders to identify and implement opportunities to improve operational effectiveness;-Created training documentation to assist Operations in improving new employee tool adoption rates;-Implemented a fraud prevention safety process to flag fraudulent activities;-Resolved challenging client issues. Show less

-Provided strategic communications advice to executives;-Conceived, designed and delivered comprehensive communications programs, projects, new processes and technical specifications;-Fostered customer loyalty by ensuring that our customers fully utilize the value of our solutions;-Trained 200 management personnel on a new 3-day leadership program;-Organized crisis communications with a quick turnaround;-Created a virtual newsletter that was distributed monthly to all staff… Show more -Provided strategic communications advice to executives;-Conceived, designed and delivered comprehensive communications programs, projects, new processes and technical specifications;-Fostered customer loyalty by ensuring that our customers fully utilize the value of our solutions;-Trained 200 management personnel on a new 3-day leadership program;-Organized crisis communications with a quick turnaround;-Created a virtual newsletter that was distributed monthly to all staff within the business unit. Show less

-Supervise a team of 300 customer service employees and contractors to achieve objectives in all performance areas; determine staffing and financial requirement, conducting interviews, participating in selection processes, creating project resources estimates and plans, assigning tasks, developing status report, explaining objectives and priorities, monitor work activities, recommended training and development needs, pairings and conducting feedback review sessions, performance reviews and… Show more -Supervise a team of 300 customer service employees and contractors to achieve objectives in all performance areas; determine staffing and financial requirement, conducting interviews, participating in selection processes, creating project resources estimates and plans, assigning tasks, developing status report, explaining objectives and priorities, monitor work activities, recommended training and development needs, pairings and conducting feedback review sessions, performance reviews and performance appraisals;-Partner with other business unit leaders and stakeholders to identify and implement opportunities to improve operation effectiveness;-Create training documentation to assist operations in improving tool adoption for new employees. Show less