Government of Northwest TerritoriesManager, Client Services, Technology Service Centre
Feb. 2006 - Mar. 2016Yellowknife, NTDirected Client Services staff of seven and recovered $23 million in chargeback costs from client departments. Promoted a culture of engagement through performance management and training initiatives. Negotiated vendor contracts and maintained vendor relationships. Oversaw developed of a $3 million IT inventory, including lifecycle management and facilitated the annual review road mapping sessions for new technology implementations. Portfolio manager for joint IT projects between the TSC and client departments. • Reduced Long Distance costs by $5 million over five years an IP-based phone system implemented across 33 communities in the NWT. • Negotiated a $200,000 reduction in licensing costs with Microsoft. Secured a new Enterprise Agreement, encompassing both subscription licensing for users and hardware licensing (communal hardware). • Gained greater transparency through unit costs, full disclosure of consumption costs, and reduced chargeback costs with the overhaul of a $23 million chargeback model. • Managed the implementation of Service Level Agreements with all client departments and discussed metrics with departments on a monthly basis.