Harbir S. Email and Phone Number

Leading Service Management Office and Service Management vision, strategy, planning and delivery while working across the organization to maintain a focus on operational resilience and service excellence. A focus on strategic organizational change management, continuous operational improvement and supporting the ongoing evolution and standardization of process, workflows, instrumentation, tooling and automation underpinning digital technology.

Leading IT service operations for Orion Health’s North American customers and providing guidance and leadership regarding IT service management best practices across global operations in Europe, Middle East, and Asia-Pacific.Responsible for all aspects of IT service management strategy, planning and execution. Keen focus on stabilizing complex, large-scale, managed services projects transitioning to operations. Responsible for building and scaling high performing teams to deliver an outstanding level of customer service, through a relentless focus on continuous improvement initiatives. Current high-profile Canadian projects:- Ontario Provincial Viewer operations planning- Ontario Health 811 service operations - Alberta Health Community Information Integration (CII) Data Hub operations- Quebec Remote Patient Monitoring service operations

Leading teams to achieve excellence in service delivery by maintaining a client-centric focus across Orion Health's North American Managed Services operations through the implementation, management and continuous improvement of IT Service Management processes including Incident, Change and Problem Management, Service Desk and Service Level Management. Accountable for operationalizing and managing support for all Orion Health SaaS and Managed Services solutions across North America with an ongoing focus on ensuring stakeholders are satisfied, and all contractual and service level commitments are being met or exceeded. Includes operational accountability for multiple US Statewide Health Information Exchange (HIE) solutions that are managed and operated by Orion Health, and oversight over all service escalations, major incidents, and client communications.

Accountable for IT Service Management strategy and delivery for Managed Services solutions across Canada and the maintenance of a client-centric focus across the organization to achieve excellence in service delivery. Key projects across Canada included designing, building and scaling service operations for: Ontario Ministry of Health and Long Term Care, Care Coordination Tool (CCT) solution, hosted and managed by Orion Health and implemented at Health Links across Ontario; Orion Health hosted Data HUB for Alberta Health Community Information Integration (CII) solution, integrated with AH Netcare and various Electronic Medical Record (EMR) solutions across Alberta; British Columbia and Quebec Remote Patient Monitoring (RPM) solutions.

Accountable for all aspects of service operations for the now widely used Government of Canada online citizen identity authentication service, focussing on ongoing client relationship management, client satisfaction, client retention and the maintenance of a total client-centric focus in the leadership team and across the organization. Point of escalation for clients and partners regarding overall and day-to-day service delivery. Responsible for ensuring service was delivered in a manner that maximized client satisfaction. Responsible for ensuring SLAs and KPIs as defined in the relevant client/partner contracts are met or exceeded. Responsible for ensuring new client implementations were delivered efficiently and effectively, as per established deadlines and while meeting client requirements by maintaining tight control over the project schedule, risks, scope of work and budget. Accountable for identification and implementation of service improvement and performance improvement initiatives, promoting the organization's capabilities and working to achieve contract extension or to win additional business within the respective account(s).

Managed implementation and delivery of ITIL-based service management tools and processes including 24/7 bilingual service desk, incident management, problem management, change management release management and service level management. Leadership of teams delivering all aspects of managed service operations to large scale clients such as the Government of Canada, Government of British Columbia, MasterCard, and partners such as TD Bank, Scotiabank, Tango (ING Direct), CUETS (TD) and Bank of Montreal.

Managed a cross functional team of Implementation Leads, Technical Specialists, Project and Systems Analysts to deliver an ASP based Electronic Medical Record (EMR) on-boarding and training program for 100+ customers in 40+ locations. Assumed complete responsibility for customer on-boarding, customer relationship management and client escalations. Tracked implementations at risk and developed mitigating strategies and solutions, including internal operational improvements – increased customer retention ratio to 98%. Produced monthly forecast and revenue recognition metrics for Bell Canada Finance department. Evaluated revenue-generating add-on business requests; worked with internal Sales, Product, Infrastructure and Operational Support team leads to set priorities and confirm business requirements for delivery of all implementation and integration projects.

xwave specialized in delivery of IT Professional Services, eHealth Solutions & Advanced Technology Solutions. Consulting roles varied from QA Manager to Business Analyst to Project Manager.Consulting assignments included RFP bid response for the Ontario Diabetes Registry Project, Integrated Assessment Record (IAR) and other Systems Integration Projects for the Ontario Association of Community Care Access Centres (OACCAC), Enterprise Master Patient Index (EMPI) related projects for Cancer Care Ontario (CCO), and Québec Integrated Electronic Health Record Project - Dossier Santé Electronique Québec (DSQ) .

Courtyard Group was a leading healthcare transformation (IT Consulting) firm with engagements across the healthcare industry. Consulting roles varied from Senior Project Analyst to Test Lead to Project Manager.Consulting assignments included: Wait Times Information System (WTIS), Cardiac Care Network (CCN) Wait Times Information System Project, Toronto Central LHIN Joint Replacement Improvement Project, Emergency Department Overcrowding Project (Ontario MoHLTC), Ontario CritCall Governance Strategy, Ontario Telemedicine Network (OTN), University Health Network (UHN) eReferral project.

Responsible for managing the delivery of end-to-end testing services for the Ontario Wait Time Information System (WTIS) project, including system integration testing, performance testing and coordination of interface conformance testing for 40 hospital sites across Ontario. Responsible for issue tracking, escalation, and resolution for management and executive team review. Provided leadership to team of 10 internal QA analysts and 40 hospital sites executing Acceptance Testing. Delivered test strategies and plans; application testing coverage assessment; test case design and management; test execution planning, tracking, reporting, daily executive level dashboards and management of issues and risks.

Initialized development of IM/IT Strategic Plan for North York Community Care Access Centre. Mastered functionality of software modules for Electronic Medication Order Entry/Medication Administration Record (MOE/MAR) implementation project and provided on-site go-live support to physicians and nurses.

Conducted comparative review of U.S. Medicare and Medicaid drug insurance programs versus Canadian drug insurance programs for a large telecommunications client interested in expanding into Quebec. Led the development and presentation of options for stakeholder engagement for the newly established Health Council of Canada. Completed in-house training courses in consulting and group facilitation, healthcare industry knowledge and project management.

Initialized annual Data Quality Assurance Audit for 17 cardiac member institutions. Performed data analysis based upon cross-functional understanding of organization, resulting in identification of key data quality issues and presentation of potential solutions. Reviewed emerging Personal Health Information Privacy Act (PHIPA) legislation to determine impact on the organization and coordinated the organization’s feedback and response to the legislation.