Managed IBM Canada Lab Operations teams responsible for Software Licensing, Fixed Asset Management, Contract Services, Site Operations and various auditable business processesDrove efficiencies through harmonization of operational process across Canada Lab sitesOversaw roll out of a global process and tooling for Software License Management across IBM software group, driving significant software license saving, efficiencies, and improving compliance postureCo-led initiative to drive improvements in fixed asset process across IBM software group globally

Supported the integration efforts for Real Estate and Manufacturing & Distribution after Cognos was acquired by IBM in 2008Lead for Cognos on the Real Estate integration ensuring business requirements were represented as part of office consolidation strategyWorked through execution of integration strategy handling communication with employees, overseeing vendor transition, and remediation work at retained sites

Managed portfolio of over a million square feet of office space and 80 Cognos sites globally, including facility and operations management for HQ site in OttawaManaged Software Manufacturing & Distribution teams producing up to 20,000 CDs and handling over 1,000 global shipments monthlyTransitioned organization from a regional model, providing centralized oversight for Real Estate, Facilities Management, and Manufacturing & Distribution globallyDefined and implemented worldwide leasing guidelines and initiated development of global workplace standards

Managed organization with over 250 employees in nine locations throughout the Americas, Europe, Japan and Australia providing technical support to Cognos customers and partners worldwideLed global Support Operations including resourcing, capital, space, and scheduling based on sales strategy, new product introductions and releases, and escalations Developed key performance indicators and reporting to continually monitor results and identify trends and opportunities to elevate performance and customer satisfactionAchieved and maintained SCP Support Centre Certification in North America and Europe Chaired Customer Support Employee Survey Task Force and developed an action plan to improve employee retention and moraleEstablished consistent job descriptions, skills matrix of technical competencies, and career paths for the Customer Support global organizationDefined and coordinated a quality initiative focused on development of procedures and workflows to maximize productivity, support effectiveness, and global consistencyManaged escalation process, collaborating with product development leads on action plan for critical sites