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Work Background
BetterworthAdvisory Board Member
Sep. 2019 - Jun. 2022Waterloo, Ontario, CanadaConsulted on the development of a FinTech next-generation advisory tool, developed through the University of Waterloo startup program.
Sun Life FinancialDirector, Service Management (Service Level, Capacity, Configuration and Availability Management)
Jan. 2012Waterloo, Ontario, CanadaResponsible for ensuring the efficient operation and continuous improvement of IT services delivered globally across multiple business units and regions. Accountable for both strategic goals and mature operations of key ITSM (Information Technology Service Management) disciplines including Capacity and Availability Management. Expanded scope increased to Service Level Management in 2019, and Configuration Management in 2024 as part of the global Service Management program. Managing the program requires collaboration with cross-functional teams, vendors, and regional leaders to ensure alignment between IT services and business capabilities. Leading process improvements, adherence to global standards, and driving optimized business services while managing the complexities of a global, multi-site organization. Strategic owner of the ServiceNow CSDM (Common Service Data Model) modernization program, focused on data alignment, centralized reporting and integration with strategic tools. Program aligns technical, business and vendor data across 15 countries through partnership with Asset Management, Enterprise Architecture, Data Management. Resulting state is enabling enhanced governance, audit, compliance and risk capabilities which can be compared and measured across the global enterprise. Leading role in the integration of new acquisitions from US and Asia into consistent group structure, policies and operations. Co-owner of an global agile squad focused on Discovery, Data Quality and Asset Management. Scope includes global operations in Canada, United States, Ireland, United Kingdom, Hong Kong, India, Philippines, Vietnam, Singapore, Bermuda, Indonesia and Malaysia.
Manulife FinancialTechnology Lead & Service Transition Manager
Oct. 2010 - Dec. 2011Kitchener, Canada AreaLeading a variety of IS and business teams with deliverables stemming from multiple projects, targeted to a shared deployment date. Ensuring the audit controls, impact assessment, human capital and BUCP are considered for each release. Engaging with senior management for release touchpoints, identifying outstanding concerns and presenting managed plans to meet required targets. Managing the Service Transition team (Change, Problem and Release Management), ensuring deployments to production have had the proper due diligence before implementation. Managing the Technology team, with focus on optimizing the current platform to support the business needs and enhance the customer experience. Maximizing current capacity to deliver cost-effective solutions both in-house and with engagement from a variety of Manulife vendors. International experience leading vendor management activities involving SaaS, print/statements and IS outsourcing. Close interactions with account executives to review contracts, manage concerns, raise expectations and drive maximum value from each partnership. Managing operations projects, including quarterly member-communication requirements via mail and internet, encompassing multiple vendors and internal teams to achieve success. Optimization review during and after deployment to realize true increasing value in each deliverable. Scope included operations within Canada, United States and Philippines
IBM Global ServicesDelivery Project Executive
Jun. 2008 - Oct. 2010Toronto, Canada AreaPromoted to manage Scotiabank’s outsourcing contract, ensuring efficient day-to-day operations within two world-class data centres, Global Delivery teams and multiple customer locations Internationally and in Canada. Promoted to cost management focal, providing oversight and spend-reductions while maintaining a quality customer deliverable with very successful results. Providing business direction management to over 200 IBM employees and contractors across multiple teams. Managed the BNS International Banking platform spanning over 25 countries (Caribbean, Latin America), with multiple technologies (AS400, Wintel, Unix, DB2, Informix, SQL), ABM platform and a global network infrastructure. Worked closely with the executive sales team for new sale opportunities and baseline growth objectives. Instrumental in generating revenue by educating and up-selling client on new products and services while also managing internal costs on existing products/services to maximize profits. Managed the SAN and ISM teams to implement and improve the storage environment for a leading FI, while migrating legacy systems to the new infrastructure. Lead initiatives to identify and rationalize candidates for virtualization to save costs and help the account "go green". Worked closely with the IBM tools teams to ensure oversight and proactive monitoring of the customer data centre environments. Recognized for consistently exceeding customer expectations on multiple outsourcing accounts, including FI and RE sectors, resulting in IBM Bravo and multiple SOA awards. Client scope included operations across the Caribbean, Canada, United States, Central America and South America IBM Support teams based out of Canada, India, Brazil, Argentina, United States and Costa Rica
IBM Global ServicesService Delivery Manager
Aug. 2004 - Jun. 2008Toronto, Canada AreaPromoted to manage business unit requirements through an enterprise outsourcing contract. Provided business direction to technical support teams (250+ team members) responsible for providing day-to-day operational support. Supervised release testing for installation of new software/hardware solutions. Participated in contract negotiations with existing and new clients. Key Contributions:
Primary focal for all Operations initiatives and engagement from senior management for the Executives Offices, Wealth Management, Security, Human Resources, Audit, Domestic Banking, Finance and International Banking business units within Scotiabank. Successfully lead IS team in a large-scale project to consolidate data centres across the Caribbean to central locations in Markham and Toronto over 14 months. Worked closely with the Sales Executive team to identify and implement new business opportunities. IBM focal for global customer initiatives, including the finance tool SmartStream and Citrix deployments to Wealth Management. Managed team for expanding and stabilizing the Scotiabank Wealth Management and Branch Citrix environment Worked with client’s vendors (Bell, Allstream, Citrix, and Equifax) to streamline operations and produce tangible results. Identified opportunities for collaboration to the benefit of Scotiabank were documented and implemented as a value-add activity. Primary member of the TD Wealth Management Critical Situation Team in 2006/2007. Engaged with senior management to develop partnership, identify areas of concern and ensure resolution to issues within the Citrix environment, SMS deployments, Bell deliverables resulting in increased customer satisfaction for a successful business win-back.
IBM Global ServicesSenior Technical Specialist
Jun. 2001 - Aug. 2004Toronto, Canada AreaManaged Scotiabank and Jones Lang LaSalle accounts for technical support issues. Led IBM teams for consistent delivery, created onboarding sessions for new hires, built and mentored an energized teams committed to understanding and exceeding customer expectations. Maintained an excellent customer relationship with Scotiabank and Jones Lang Lasalle executives in Toronto as the IBM delivery focal. Key Contributions:
Represented IBM in sales and delivery meetings with senior executives in Scotiabank and Jones Lang LaSalle, ensuring business requirements were met or exceeded. Worked closely with Operations management teams to ensure a stable delivery of services (Midrange, Network and Mainframe) during growth periods. Technical team lead on several Canada-wide project, engaging with senior management for consistent understanding of objectives. Success in consolidating 10 business locations to 4 while upgrading the back-end infrastructure and workstations for the Retail Lending business unit. Success in deploying Windows XP platform to 350 remote locations for Global Risk Management business unit. Success in standardizing desktops across multiple executive offices, including Human Resources, Finance, Shared Services and Real Estate.
Bank of NovaTechnical Analyst
Jun. 1999 - May. 2001Toronto, Canada AreaProvided remote and local IS support for 3 business units (Global Risk Management/Shared Services/Human Resources) across Canada, including level 1 and level 2 support for the executive offices teams. Key Contributions:
Managed remote deployment of new Human Resources management suite. Managed NT/Windows 2000 server for two Executive Offices business units. Primary contact for 500+ users across Canada for inhouse application, desktop, server or shrinkwrap software support. Coordinated with network operations for any system changes to provide undisrupted service to the users. Built and maintained standard desktop images for a controlled environment within the different business units. Recognized for outstanding quality of customer service with personal commendation from senior management and Scotiabank executives.
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