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 portfolio management system "Clarity" created to establish several PMO functions, improve project and resource management activities, auto production of reports, metrics, and dashboards. I lead monthly portfolio and global resource utilization analysis and present updates to executive management.• 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 performance management and stabilized corecard metrics as well as business intelligence systems as a basis for operational efficiencies.• 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 introduce, design, and execute CMMI development L3 practices.• 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