Whitby, Ontario, Canada
Key Strengths and Technical Skills: • Google Cloud Certified Solutions Architect • Microsoft Azure • PMI-certified Project Management Professional (PMP) • ITIL Foundations v3 • Over 10 years of experience in Project and Service Delivery Management • Over 10 years of experience in Infrastructure Operations and Support environment (UNIX, Linux, Wintel, Active Directory, VMWare, Network, Storage, etc.) • Successfully managed multimillion-dollar (up to $10 million) business and technology projects from initiation to closure • Proven success in managing project delivery and service delivery in cross-functional teams in different geographical locations • Strong leader that drives success and continuous improvement through clear communication with stakeholders, collaborative relationships between delivery teams, and exemplary support and mentorship • Excellent communication skills with the ability to adjust messaging for different audiences (technical vs. non-technical, internal vs. external, executive level vs. functional managers, etc.) • Proven success in managing projects for and delivering managed services to highly demanding fast-paced customer environments • Expert skills in project management tools including MS Project, a variety of time /budget tracking tools including Sales Force / Financial Force, ticketing systems such as Service Desk Plus and Service Now, and MS Office applications including Word, Excel, PowerPoint, Visio, and SharePoint
• Project, Program, and Portfolio Management • PMO establishment • Service Delivery Management • Establishment of a Service Delivery Management framework
o Accountable for all aspects of service delivery to assigned clients (TD/Ugo Wallet, HOOPP, OMERS) o Lead a cross functional team with more than 20 local and off shore members that manages a wide range of technologies (NetApp storage, Cisco switches, Palo Alto Next Generation Firewalls, VMWare, JBoss, MS SQL, MySQL, Linux, Windows, Splunk, QRadar, Gigamon, F5 APM/ASM/LTM/GTM, etc.) o Track and report on KPI’s and adherence to Service Level Objectives (SLO) and Service Level Agreements (SLA). o Manage budget, and ensure timely invoicing for services rendered o Develop, update, improve and oversee control systems to ensure that Scalar Managed Services adheres to security and regulatory standards such as SOC1, SOC2, PCI, CIS, etc. o Lead process engineering workshops and sessions related to establishing process integrations between Scalar and its clients. Ensure continuous improvements in incident management, change management, problem management and other service management processes. o Act as a Subject Matter Expert, primary point of contact, escalation, and ambassador for Scalar and for the client in both external and internal discussions. o Work with Operations Managers and Project Managers to ensure timely and quality delivery of operational and project deliverables o Organize and chair relevant customer meetings, such as project meetings, change review meetings, monthly and quarterly service review meetings o Deliver high-quality service reports (MOR – Monthly Operations Reports) to clients while continuously tracking customer-specific KPIs o Participate in writing, reviewing and negotiating contracts, master services agreements (MSA), statement of work (SOW), and RFP responses. o Establish strong relationships with all levels of management o Manage external local and off shore vendors contracted by Scalar to assist in providing specific services to the clients