Thomas D'Souza, Principal Client Partner - Services Sales Email & Phone Number

Toronto, On, Ca

Ontario, Canada

Greater Toronto Area, Canada

Leveraging a deep understanding of Dayforce, I help design, deliver, and spearhead services solutions for customers, collaborating with Solutions Consultants and Product owners to align the Ceridian product roadmap with customer requirements.I develop strong relationships with systems integrators to create integrated solutions in joint sales opportunities; adding depth, context, and understanding of customer scope, expectations, and value drivers based on broad knowledge and insights into business needs.Contributing to the growth and scalability of the Services Sales, I create and enhance segment and industry-specific sales collateral that reflect Dayforce best practices, identifying opportunities for implementation efficiency based on customer feedback.

Greater Toronto Area

Responsible for the management of customer specific engagements to implement Ceridian HCM solutions. Leveraging Ceridian's implementation methodology, drive the delivery of services according to the agreed upon scope, timeline and budget and ensuring a high level of customer satisfaction. Manages multiple concurrent projects, working closely with consultants in a matrix environment and interacting with Education, Product Management, Support and R&D to ensure delivery. Building a constructive working relationship with the customer and accountable for deliverables, timeline, and budget, as well as coaching the project team to success.

Mississauga, Ontario

As a Program Manager in a leadership role, utilize 15 years of project experience to oversee the creation of a new training and certification program for Channel Partners, direct customers and internal resources involving +60 global resources.Key Achievements:★Assisted in establishing revenue stream of $80M within Y1 through collaboration with strategic business unit leadership, analyzing industry trends and developing the vision of the Channel Partner program.★Increased service delivery efficiency by project management, consulting, and applying best practices for the vision and development of support service delivery across 8 product lines and multiple geographies.★Designed and managed the creation of sales and technical training material, including videos and e-learning by aligning with organization business objectives and subject matter experts, attaining a exemplary satisfaction score by partners with a high response rate.★Increased direct customer training services revenue by over previous year by managing and promoting training and certification programs across business. ★Demonstrated leadership and presentation skills during Channel Partner workshops attended by upper management evangelizing the benefits of the program.

Mississauga, Ontario

Managed a team of engineers that provided after market support and customer-facing consultancy services for 7 Advanced Solutions products installed across multiple industry verticals, along with providing project management for internal and external projects. Managed numerous implementation and custom development projects throughout course of my tenure.Service Delivery Key Achievements:★Generated $6M in revenue, including delivering $2M in formerly lost contracts by building relationships as trusted advisors, implementing anticipatory services, and holding regular status meetings.★Generated additional $92K in new services revenue from high profile at risk customer with $20M product portfolio by enhancing services, holding regular virtual meetings, and openly reporting service delivery KPI metrics. Further outcomes: ☆Decreased time to resolution by >15% in 2012; 20% in 2013 and 2014. ☆Decreased incidents by 35% while increasing satisfaction scores to 89% in 2014.★Achieved 80% NPS scores measuring customer satisfaction in fiscal year of 2012; 87% in 2013; & 91% in 2014. By designing and implementing new service delivery practices to customer base, leveraging automation tools and data captured throughout lifecycle. ★Communicated with global account customers to ensure consistency, and coordination of quality service delivery and customer support satisfaction. Service satisfaction scores improved 27% across corporate accounts.Project Management Key Achievements:★Influence direct and indirect reports to complete project deliverables and to make decisions impacting projects★Effectively manage multiple projects under multiple leadership across business lines, constraints and adverse conditions ★Strategically plan and recommend appropriate strategies to senior leadership

Newcastle, Nsw & Toronto, Ontario

Managed a team of engineers working directly with external clients within the Power sector to provide information technology operations support to maximize operational efficiency. Managed various on-premises installations, upgrades, and custom development projects involving cross-functional teams throughout course of my tenure.Support Manager Key Achievements:★Improved customer service scores by 20% within first year by redeveloping vision of service delivery for corporate accounts.★Increased annual maintenance revenue in Asia Pacific by 19% to $2.1M within Y1 and a further 7% to $2.25M in Y2 by redesigning renewal sales process.★Saved high profile customer $2M in lost opportunity by leading investigation of software bug, and avoiding third incident of downtime at oil refinery.★Monitoring and scheduling of health management checks ensuring KPIs are met.★Supported senior management and sales personnel by reviewing and consulting about client use cases in existing software installations, and recommended continuous improvement changes to operations practice. Senior Project Specialist Key Achievements:★Lead compliance tests for nuclear power implementation, installed and configured safety monitoring system software used for reactor B.★Developed a strong working relationship with local and global accounts and operations teams.★Designed and facilitated focus groups centered on consumers’ opinions, perceptions, and customer satisfaction of current and future service delivery models. Qualitatively analyzed responses, reporting results to Senior Leadership and consulting on path forward.★Managed the development of in-house applications using .NET (C#, VB.NET), Windows Server and SQL Server to improve processes through automation.

Tamworth, Nsw

In the Program Management role, lead and coordinated the review and analysis Tamworth Council’s hardware, communications, and software needs to ensure outcomes as detailed in the Information Technology Strategic Plan would be achieved. Researching and planning all hardware and software procurements to ensure Council was placed to derive the full benefit of the technology investment.Key Achievements:★Managed the complete installation and upgrading of Council’s network infrastructure utilizing a SAN infrastructure. Project completed 12% under budget.★Lead the development and analysis of tenders within the Information Technology division.★Managed project scheduling the installation of the various hardware acquisitions to ensure appropriate levels of quality and efficiency were maintained.★Worked closely with various IT departments to develop a change management plan on schedule.★Managed five major hardware and software infrastructure refresh projects, all delivered on time and to specification.

Toronto, Canada Area

Provided courteous and competent technical customer service responses to inquiries and requests for assistance with Corus’ information systems. Identified problems and coordinated with co-workers from various information system areas to resolve problems and enhance application functionality. Effectively communicated technical information to end-users with various levels of technical knowledge.Key Achievements:★Managed and prioritized multiple issues being reported in very short succession during live radio and TV broadcast by demonstrating flexibility and time management skills.★Developed technical documents for technicians to assist in diagnosing and troubleshooting technical issues on operating systems such as SQL Server and Windows Server.★Worked closely with the Human Resources and Legal department while upholding strict confidentiality agreements.

Mississauga, Ontario

Mississauga, Ontario

Mississauga And Brampton, Ontario

Mississauga, Ontario

Ba, Sociology

Information Technology Professional

Primary Education