Mike Donison Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Ca

In this role, I am responsible for the ITIL process management, ServiceNow delivery, including agile development and maintenance and administration (ITSM, SPM, IRM), and IT disaster recovery. In November 2022, I took on the Acting Manager, IT Security role, where I supported audit review, escalations, and annual strategic initiative planning and coordination.Key accomplishments:⇨Saved $70k/yr, or approximately 20% in total, in ServiceNow license costs through optimization and negotiation.⇨Leveraged ITIL methodologies outside of IT(!) to drive structure and improved performance in corporate back-office processes: I spearheaded the design, development, and launch of "work management" apps that unified work intake, then tracked and managed work packages through to completion with integrated SLAs and telemetric reporting. ServiceNow called the journey to this approach "groundbreaking" and invited me to speak about it at Knowledge 2023 in Las Vegas.⇨Directed the development and deployment of an automated onboarding process, where HR systems exported job change information to ServiceNow, which is systemically interpreted and, using role and location, dynamically provision/deprovision or generate requests to provision/deprovision all access and equipment as appropriate.⇨Led design and coordinated development and implementation of the corporate IT support chat bot (that also integrates with services for onboarded corporate work management clients). After only the basic configuration, the bot (conservatively) saved approximately 4 days of Service Desk effort per month and generated significant positive press for IT as a whole.⇨Coordinated the design and implementation of a supply chain solution for ordering and tracking computers and peripherals through ServiceNow that integrated with supplier systems and shipping via API. Event triggers were attached to ensure our end user technology team responded to supply issues before they become client concerns.

This role is a dream come true. I built Transdigital Solutions and this role to put a frame around the not-for-profit consulting and support I occasionally get the pleasure of engaging in.Equal parts business development and consulting, this role is tasked with developing a presence in the digital transformation market, engaging clients, and providing consulting services.

Winnipeg, Manitoba, Ca

As Manager of Process and Procedure, my main responsibilities were to develop, maintain, and continuously improve enterprise processes, procedures, compliance, audit, and training material related to IT service management. The service management office was effectively brand new, so all processes needed to be built from scratch, tailored to the needs of IGM Financial, it's vendor partners, and clients.Key accomplishments in this role:⇨Published enterprise process documents for incident, problem, change, knowledge, configuration, and asset management, meeting an aggressive two-month timeline.⇨Created a reusable vendor interaction model “playbook” to smooth transition to new enterprise service management processes.⇨Developed a work pipeline with over 300 tracked activities to support process, procedure, policy, and audit materials development.

In this role, I managed a team of 14 staff and consultants with an operating budget of $4.2M. After leading an end-to-end maturity review based on ITIL best practices, I developed a roadmap to enterprise-level maturity and restructured the team and responsibilities to suit. I also led the implementation and continuous improvement of a proactive event monitoring system and the creation of a formal release process, and defined procedures and guidelines for the use of tiered environments.Furthermore, I spearheaded all aspects of technology development and operations for OPSdocs, a mission critical government service utilizing OpenText technology. Through the following achievements, I also have significantly reduced costs and improved delivery:⇨Reduced the cost of vendor managed services nearly 50% by bringing high-value, low-risk tasks in-house.⇨Simplified the technology footprint and efficiently stacked technology in virtual machines to reduce infrastructure costs by $200K per year.⇨Streamlined support processes and improved system stability, while reducing annual third-party support costs by $250K.⇨Automated back-end processes to reduce effort required for client billing from two weeks to one day.⇨Decreased system outages and associated executive escalations from one per month to zero over a 16-month period.⇨Cut the number of emergency changes from two per month to two per year.

I held responsibility for designing IT service management processes and ensured a smooth transition to production for multimillion-dollar provincial government projects. I developed a reputation as a foremost government IT service management expert as a result of multiple successful, complex engagements as a service design analyst. I also led the effort to document key processes for the procedures handbook and developed executive governance presentations to request enterprise service activation approval for clients. Moreover, I led IT service management process design for more than 200 applications and services, ranging from small business solutions to multimillion-dollar enterprise platforms. For example, Ontario’s System for Tax Administration, a $136M project, and MyOPS, a platform with over 70 sub-applications used by all 65,000 Ontario civil servants.My other key accomplishments in this role in the following: ⇨Trained and coached new team members to independently engage with clients and achieve objectives.⇨Reengineered enterprise service design processes to eliminate redundancy and reduce effort by approximately 10%, which allowed for deeper analysis on the same timelines.⇨Created first cloud support model in the Ontario government, which served more than 300 users across all provincial ministries and broke new ground on distributed accountability.⇨Negotiated terms of ownership for a service-level agreement (SLA) with a large enterprise service to comply with Auditor General requirements and clarified accountability at the Ministry level.

In this advisory role, I researched and delivered recommendations on new policies to help the Ontario I&IT organization achieve strategic objectives. My contributions included producing the first draft of Ontario’s Open Data (digital data sharing) policy based on comprehensive research, including a review of relevant legislation and consultation with government lawyers. Ontario has since published more than 2,600 data sets for the public.I advanced policies and research through these contributions, as well:⇨Contributed to the development of open source software, social media, and mobile device policies, which are fundamental to modernizing how the province interacts with technology and Ontarians.⇨Performed a jurisdictional scan to determine how network and telecommunications services are procured, managed, and deployed in western jurisdictions worldwide, which formed a critical tool in contract negotiations.⇨Led researchers in a volunteer project to assess and recommend opportunities for improving overall economic productivity in Ontario.

Technologist, Computer Networking

Business/It