o Strategic Leadership to drive a Global Delivery of Service Management Best Practices based on ITIL v3 Methodology throughout the CIO Organization.

Responsible for ensuring our clients understand and leverage our capabilities, managing the delivery team and the related P&L in the Tier-1 Infrastructure space. • Responsible for the overall relationship and contract management between CGI and the clientso Responsible for Infrastructure Support aligned to contractual commitments. o Align IT Roadmap to meet Business Strategy to ensure Capacity Management is being executed in a Proactive manner to avoid impact.o Defining a project strategy related to client specifications and their specific context o Performing gap analyses and reporting based on ITIL Methodology to drive a proactive continued service improvement strategy across the organization. o Participating in RFPs and defining the strategies needed to win new business.o Supervising, coaching, planning delivery, project, architecture and solution/sales resources. o Effectively communicating the challenges, options, and solutions with the business users with a recommended approach based on industry standards and best practice.o Executive Level facilitation of status on delivery as it aligns to Business deliverables.

Responsible for engineering and support resources within the Canadian Delivery Centre. The primary objectives of the role are to deliver outstanding Client Satisfaction through quality IT Managed Services delivery and to build and develop a loyal, satisfied, and appropriately skilled engineering team. Responsible for the overall productivity and quality of work for the assigned teams to ensure each of the team members have the skills and tools required to be successful. Works closely with various departments and Client account stakeholders to ensure consistent quality of service delivery and to identify and facilitate remediation of service quality issues as they arise. • Responsibilities:o Business and Financial Management of the Canadian Technologies Organizationo Pre-Sales Management Support and Post-Sales Client Relationship Managemento Market Development Activities to align to Business roadmap by ensuring proper Capacity Planning process is in place. This was done with ensuring that IT is at the table as a key stakeholder in business planning sessions.o Engineering, Architecture, Cloud & Service Delivery

Lead the Global Hosting Tower (WINTEL, UNIX, Mainframe, DBA and DRP) in all day to day activities with 100 global team members in situated across 5 countries. - Maintain continuity of service and drive Service Improvement Initiatives while delivering continued costs reductions and improved customer delivery. - Develop and implement exit strategy from unprofitable delivery requirements. - Align delivery of significant server refresh program with contractual requirements, partnering with the customer to ensure alignment. - Manage $22M P&L for Hosting Tower. - Work with leveraged ITO organization to continue cost reductions, resulting in 10% savings within 4 months. - Implement cost/revenue alignment to allow direct measure of profitability per delivery team - Identify and close gaps in delivery (monitoring, patching, security) through SIP

The Account Service Manager is a major contributor to the Service Management Center’s mission by ensuring best practices and execution in a consistent, practical and viable way in order - To ensure that IT is delivering expected service to support customer business.- To meet SLAs committed with customer and ensure continuous improvement programs to improve them.- to increase bottom line profitability and reduce cost, - to improve efficiency, improve productivity, increase employee job satisfaction.

Current Responsibilities include the indirect management of ITO Services delivered to the AMERICAS Region Outsourcing Clients. Delivering High Quality services, meet or exceed SLA requirements and proactively continue to drive costs down for the delivery of services to the Business units.

Provide leadership to a team of technical staff members and system specialists. Technical problem solving is a large part of the position as well as Vendor Management and facilitation of internal and external meetings and training sessions. SRT(Service Recovery Teams) co-ordination and 7/24 on-call support for problems that occur in our high availability environment. Administration functions are also included in the position to track, report and manage Team's overtime, vacation, education, absenteeism and career direction. Reporting directly to the Director of I.T. for The Personal it is also a requirement to stand in for him with clients, vendors and internal management meetings. Project Management and Performance Management are also a large part of my responsibilities to ensure projects are successfully implemented and the performance and capacity of our systems are monitored and kept within the thresholds outlined by my technical knowledge.

Through my 14 years with CIBC/Intria/Intria-HP I held a number of technical and lead roles throughout Operations, Application Support, Performance Management and Client Services.- Team Lead – UNIX Capacity & Performance- Senior Specialist - Application Support Services / Client Relations- Senior Technical Analyst – AS400, IBM Mainframe, IMS & DB2- Intermediate Analyst – ABM and Network Support- Intermediate Analyst – Production Control- Intermediate Analyst – Payroll Services