Hayley Surmann Email & Phone Number

Toronto, Canada Area

• I act as a leader for the agile transformation program and promote strong cross-organizational feedback loops to drive continuous enhancement and adaptation of program. I supervise the execution of customized project.
• Created competencies and minimized inconsistencies and utilized multiple strategic organizational programs and system transformations from business case to distribution by steering Lean, Agile, and ADKAR methodologies.
• Supervised training, budget analysis, resource, and portfolio forecasting on an annual delivery of 50K days by directing a team of project managers and project coordinators.
• Acquired 300K per year by overseeing team for the deployment of project portfolio management software (PPM system) with tailored processes and procedures.
• Developed tailored agile transformation plans across different areas of business by liaising with executive leaders.
• Increased projection ability of organization from three to 12 months by devising and implementing resource planning methodology.

Mississauga, Ontario

• I headed standardized project management processes and work artifacts by improving scheduling, resource allocation, and actual variances.
• Reduced application defect leakage by 13% and overall number of severity incidents by 11 incidents per software release, while enhancing client satisfaction scores by nine percent through the creation of organizational.
• Served as program manager for companywide change initiative with a key focus on improving quality, service delivery, and customer satisfaction and achieved 'CMMI Dev. L3 Appraisal' by directing the project team to.
• Managed multiple Kaizen workshops based on results of five Whys and Pareto Analysis, and Casual Analysis Resolution to determine root cause of defects and produce significant outcomes.
• Performed as program manager to support enforcement of cloud-based IBM Rational CLM Suite.

Toronto, Canada Area

• Managed a team of Technical Analysts and Database Application Support Specialists
• Improved ticket resolution time by 16% within 6 months of assuming team management through analyzing support ticket trends, team restructuring and implementation of corrective processes
• Ensured continuous successful service delivery against time, cost and quality performance measurements of core client services; ultimately responsible for client satisfaction
• Sponsored the development of automated dashboards to assist the team to reduce their individual ticket volumes by an average of 28%
• Developed training programs for advancement of core subject matter expertise among off-shore service and production support management