Steve Munro Email & Phone Number

Toronto, On, Ca

Toronto, On, Ca

Vancouver, Bc, Ca

Led 120 engineers, CAD technicians, surveyors, project managers and quality Inspectors responsible for design and construction of fiber telecommunications networks for external business clients. Responsibilities included: P&L financial management, HR management, customer relationship management, new business development, network architecture and design, construction permits (municipal, aerial, private), construction work plans, field engineering support and quality assurance. • Led organization expansion including recruitment, hiring, training,onshore contractor onboarding• P&L ownership, implemenaed actions to reduce costs, improve margins • Increased production capacity and reduced costs by negotiating/onboarding offshore vendors• Implemented a quality improvement plan that increased client design “First Time Right”

Vancouver, British Columbia, Ca

Led 120 management professionals, technicians and support employees accountable for national infrastructure operations, assuring that performance of enterprise IT, data centers, telecommunication networks, health products and payment solutions exceeded service level objectives. Responsibilities included: monitoring, customer care, incident management and technician dispatch for repair/maintenance. • Led Network Operations Center (NOC) and incident management teams that delivered expeditious issue resolution from IT applications, wireless/wireline infrastructures, buildings (power, HVAC, environmental), cyber security and privacy breaches• Initiated/delivered NOC best in class transformation program improving service operations, customer first contact resolution (FCR) and reduced incident time to resolution (TTR)• Automated incident status communications and executive level reporting• Established performance scorecards and customer service level agreements (SLA). Automated data collection and enhanced data analytics to improve customer prioritization and operations KPIs• Managed Tier 2 IDC system technical analyst team focused on triage and resolution of IDC server and application events• Directed scheduling and dispatch of 400 field technicians for repair, maintenance and deployment of system infrastructures• Deployed enterprise IT system including digital mobile capabilities that transformed workforce planning and dispatch processes improving operation efficiencies. Defined business requirements, tested functionality against requirements, and led best practice human change management plans (stakeholder management, communication, user training)• Established business continuity plans for unplanned enterprise system, building or pandemic corporate incidents

Montreal, Quebec, Ca

Led 275 management professionals, field technicians and support employees accountable for Ontario and Quebec Operations, ensuring that the video, data and voice technology services exceeded customers’ quality and reliability expectations. Responsibilities included strategic planning, demand forecasting, construction, installation, maintenance and repair of service infrastructures.• Directed ITIL service management operations and improved reliability to 99.9%• Managed Ontario and Quebec NOC’s, monitored customer and network service platforms, led expeditious incident resolution, determined root causes and recurring problems. Designed and deployed technology improvements to remediate video, internet and voice service impacting problems. • Deployed system change management process improvements that reduced customer impacting failures. Established and chaired the executive change advisory board (CAB). • Led IT strategy and delivered corporately aligned enterprise operational support systems, monitoring tools and new technology business products• Improved data collection, data analytics and restructured customer centric scorecards• Partnered with business stakeholders to identify and deploy service, technology and process changes that improved customer experience and reduced operations costs• Managed multimillion capital program for system, building and network builds; aligned demand with resource capacity, scheduled/dispatched technicians, issued vendor RFP’s, analyzed quotes, awarded contracts, inspected progress and tracked financials. Implemented compliance control changes that resolved contractor fraud risks identified by internal auditors.

Montreal, Quebec, Ca

Led 75 management professionals, project managers, business process analysts and unionized employees accountable to provide business solutions support to stakeholders in Ontario and Quebec. Led department strategic planning, program initiation and program management to deliver financial targets, operational efficiencies and customer experience improvements. • Prepared, tracked and delivered an annual multimillion opex and capex program including business case preparation, prioritization, budget management, financial reporting and risk mitigation strategies• Directed project management office, established corporate milestone tracking standards, led program management coordination of cross department initiatives and developed human change management deployment plans• Directed facility management operations including new build construction, repair, maintenance, health and safety. Responded to and resolved building resident inquiries and service complaints. • Led facility space planning and delivered a space consolidation project • Managed Ontario and Quebec warehouse operations ensuring timely delivery and procurement of material and optimized inventory levels. Implemented lean six sigma process changes that resulted in operational efficiency improvements. • Managed the supply chain return process of used telecommunication equipment including testing, repair, redeployment and disposition. Improved testing processes that reduced defective equipment redeployment, truck rolls and customer calls. • Developed, implemented and managed quality compliance programs and inspection procedures for field technicians and contractors, tracked operational and customer experience performance indicators and implemented corrective measures

Montreal, Quebec, Ca

Led 150 management professionals, process/system analysts and unionized support teams accountable to provide business solutions support to 2200 nationally dispersed stakeholders. Designed and implemented technology and process improvement change projects that improved department productivity, reduced operational costs and increased customer satisfaction.• Leveraged six sigma data analysis that increased design quality reducing operational inefficiencies and rework. Implemented solutions into geographically dispersed engineering teams and vendors. • Defined business IT requirements and strategy, performed user acceptance testing and partnered with the IT development partners to project manage delivery of enterprise IT applications (SAP, Cramer, Intergraph)• Improved network inventory system data integrity that reduced rework and improved customer service• Monitored business IT systems and managed customer help desks that responded to and resolved trouble and change tickets for critical support systems and applications• Negotiated and administered contracts for building, engineering, training and construction vendors• Defined business IT requirements, coded minor applications, performed user acceptance testing and project manage delivery of major systems applications.• Developed and delivered employee training, satisfaction, health and safety programs.

Montreal, Quebec, Ca

Led a geographically dispersed team of 100 project management, technical subject matter experts and unionized support staff accountable to plan, manage and deploy large scale network build, IT system and process change projects impacting Network Operations and Engineering.• Directed proactive risk management and mitigation, rigorous financial and milestone tracking to project plan, coordination of cross functional dependencies, project status reporting and senior executive communication.

Montreal, Quebec, Ca

Directed a team of 80 project managers and business analysts responsible to gather business requirements, plan, design, test and deploy IT system projects and associated process changes.• Partnered with stakeholders to define strategy and translate business requirements into successful delivery of IT solutions that supported operational improvements, new technologies and marketing revenue strategies.• Delivered in excess of 100 large and small scale IT system projects within time, cost, and quality parameters.• Telecom Network domains included customer trouble management, inventory management, network surveillance, customer surveillance and performance reporting• Business case preparation, securing executive approval and budgets, budget tracking, risk management and executive communcation.

Recruited, hired and led a new provincially diverse team of 45 project managers and business analysts. Assessed business requirements, planned, designed, tested and deployed operational support system projects and associated process changes for monitoring, surveillance and trouble management of the ATM, Broadband and IP networks.•

Montreal, Quebec, Ca

Directed a team of 110 managers and support staff who were accountable to design and implement high speed transport data services to fulfill customer sales requests. • Monitored all service performance indicators and directed process improvement changes required to resolve poor service performance results.

Montreal, Quebec, Ca

Monitored and coordinated the 3 year business transformation and reengineering program impacing both Ontario and Quebec Network Provisioning departments• Performed business case and cash flow financial analysis, secured funding, tracked results to budget plan, mitigated budget deviations, coordinated cross functional projects with external departments, tracked project milestones, developed action plans to resolve roadblocks and issued executive status communications.

Mba, Business

Executive Leadership Program

Executive Leadership Development, Finance, Strategic Planning, Customer Service

Basc, Engineering