Shemina Kotadia Email & Phone Number

Canada

Toronto, Canada Area

• Worked closely with the product team, project sponsors and cross-functional teams to identify new initiatives, plan and develop project scope as well as create roadmaps and feature prioritization• Managed the tracking & reporting of financials (Opex & Capex) for all ongoing programs, as well as payment of invoices to vendors and contractors• Communicated project status and issues with stakeholders and senior leaders on a weekly basis, with updates to executive leadership as needed• Successfully executed several product releases: - Transition of Microsoft Dynamics 365 to Salesforce, which has changed the way the business interacts with our customers, and will provide multiple opportunities for revenue generation in the coming years - Development and Design of a new Membership Portal in our Mobile apps, which will now provide our members a premium and personalized experience - Implementation of Micros POS in all our arenas, restaurants and retail - Led the Mobile Ticketing project as we pivoted to a contactless environment in all our venues during Covid - Launch of MLSE’s new NFT Platform – DropShop – where users can buy/sell/gift NFT’s - Managed the development of the Vaccine passport, in conjunction with Ontario Digital Services - Oversaw the launch of the new Verify Ontario app at Scotiabank Arena, from running the pilot, gathering feedback from users and gate staff, and ensuring use at all our games since launch

• Oversee all transition projects with IBM Watson into new and existing Service Desk accounts - Clients range from small business to Fortune 500 companies• Provide leadership and consultation to all Project Managers to ensure they are on track, moving through obstacles, addressing critical bottlenecks, managing issues and risks and meeting project timelines and contractual deliverables • Create a transition project plan to be used as a repeatable model across all accounts - Conduct ongoing reviews, analysis and evaluations to improve the project plan and incorporate lessons learned • Train new Project Managers on the Watson Offering including project processes and milestones• Consult and facilitate joint discussions and problem resolution between all project managers and stakeholders on issues related to planning, development and implementation of projects

Toronto

• Perform Project Management functions for the execution of multiple client outsourcing projects ranging in scope from $1,000,000 - $10,000,000, for financial and banking institutions, oil and gas and health care• Develop and maintain all project documentation including the project plan, project scope, statement of work, operational budget and communications plans to ensure projects remain on track and deliverables meet the project requirements• Manage client communication expectations with cadence meetings, detailed project meeting minutes, status reports, and tracking and closure of risks and issues• Deliver project needs on time and within the agreed acceptance criteria in a hybrid methodology environment as we transition to an Agile Methodology• Facilitate knowledge transfer between client and IBM global teams to migrate, deploy, implement, and maintain services for their Windows and/or MAC environments• Collaborate with fellow project managers to ensure delivery teams are sharing knowledge and best practices and to discuss issues impacting the objectives and delivery of the project• Provide consultation and facilitate joint discussions and problem resolution between stakeholders on issues related to scope, delivery and implementation of projects• Successfully turned around an at risk, high visibility transition project by aggressively controlling scope, schedule, re-prioritizing deliverables, introducing specific quality processes and management discipline, resulting in on time delivery and increased customer satisfaction• Manage the enablement of 2 new global delivery centers at IBM, which included: - Identifying and setting up labs (managing setup of network and costs) - Identifying, interviewing and training candidates for specific job roles - Ensuring successful delivery of services to the client

Toronto

• Managed day to day Service Delivery operations and acted as an interface between Delivery Technical support teams, the Account Team Executive and the Customer• Managed and built collaborative relationships with cross-functional and geographically dispersed teams of 30+ members, comprising technical and professional service resources to meet business and operational requirements• Built relationships with all Delivery Teams to ensure client expectations were delivered and met, including Help Desk, Deskside Services, Intel Services, Network Security, and 3rd party contractors• Planned and tracked account deliverables for baseline and project/growth work and increased revenue by $500K by identifying and implementing new project work to enhance support for the client• Managed budgets, resources, timelines, communications, and daily workflow to ensure all deliverables were accomplished within time frames and within allocated budgets• Ensured that service delivery was compliant with industry best practices as well as contractual requirements• Created ITIL based processes, templates and documentation as part of a continual improvement plan• Reduced service delivery time to the customer by 10%, by establishing new performance metrics and measurement tools, and increased customer satisfaction• Improved service delivery quality by ensuring that all Service Level Agreements (SLA’s) were met with zero misses

Toronto

• Performed Project Management functions for a client outsourcing project of 5,000 seats for a Health Care Institution, which included developing and maintaining all project documentation including the project plan, project scope, statement of work, operational budget and communications plans • Managed deadlines, schedules, project funding as well as negotiating changes to project scope, timelines and costs, to ensure project remained on track and deliverables met the project requirements• Coached the delivery team throughout the project by defining individual project goals and performance criteria using motivational techniques to ensure project staff was engaged and were active participants on the project• Identified and analyzed project implementation barriers, issues and risks and pro-actively developed strategies to mitigate risks and resolve complex issues• Tasked to oversee the creation of all process documentation and business requirements to implement best practices for customer support and outstanding service delivery• Presented dashboard status reports and proposals to a range of internal and external stakeholders

Toronto

• Conducted ongoing reviews, evaluations, analysis and monitoring of financial and business data and provided in-depth analysis in identifying problems and performance exposures with alternative solutions to take to management and our customers• Applied defect prevention methodology across accounts through the application of root cause analysis (RCA) • Directed RCA and process standardization across accounts locally and globally in IBM and lowered number of defects by 20% overall• Participated in the design and maintenance of quality assurance testing plans • Initiated and documented process and procedure improvements to be used within our own team as well as to be used by our global teams• Produced and analyzed monthly Global Operation Reports for management review

Toronto

• Managed a team of 6 Project Coordinators and dealt with issues/escalations for all accounts• Responsible for interviews, probation's and performance reviews• Established a training schedule and created documentation as required for new employees joining the team• Initiated and documented process and procedure improvements, monitored service level agreements and implemented remedial action with service providers to restore service levels• Re-prioritized work distribution to maximize use of available resources through scheduling and forecasting tools• Reduced service delivery time to the customer by 10%, by establishing new performance metrics and measurement tools, and increased customer satisfaction• Assisted with the management of the globalization project in our organization, which enabled us to align our teams worldwide (in IBM) to provide consistent service to all our global customers