Experience

Microserve

• Canada
• IT Services and IT Consulting
• 300 - 400 Employee

• Lead Service Delivery Manager

  • Sep 2021 - Present



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Delivery Manager / Service Availability Manager

  • Apr 2019 - Jun 2021

  • Client Engagement and Account Governance on Alberta Ministry of Health covering 24/7 support for Infrastructure Availability. • Drive value by continuously reviewing desired outcomes and providing recommendations based on goals and current infrastructure architecture. • Drive efficiency by improving transparency in an Agile Environment through the use of report automate and additional modules and abilities in toolset. • Work in an ITIL framework to ensure proper flow of… Show more • Client Engagement and Account Governance on Alberta Ministry of Health covering 24/7 support for Infrastructure Availability. • Drive value by continuously reviewing desired outcomes and providing recommendations based on goals and current infrastructure architecture. • Drive efficiency by improving transparency in an Agile Environment through the use of report automate and additional modules and abilities in toolset. • Work in an ITIL framework to ensure proper flow of Incident, Problem and Change Management.

• Service Delivery Manager

  • May 2013 - Jul 2020

  • Client Engagement and Account Governance for BC Clinical Support Services (BCCSS/PHSA) covering 24/7 support for Province-wide Shared Desktop Managed Services (DMS). • Facilitate all aspects of Major Incident Management by empowering and mobilizing appropriate teams and SMEs to service restoration while providing proper updates and communications to key stakeholders. • Delivered specializing transition preparation by creating conversation through scenarios and engagement focused on… Show more • Client Engagement and Account Governance for BC Clinical Support Services (BCCSS/PHSA) covering 24/7 support for Province-wide Shared Desktop Managed Services (DMS). • Facilitate all aspects of Major Incident Management by empowering and mobilizing appropriate teams and SMEs to service restoration while providing proper updates and communications to key stakeholders. • Delivered specializing transition preparation by creating conversation through scenarios and engagement focused on user experience. • Focused on creating high value results by creating a feedback loop of knowledge to iteratively improve each client contact with technicians and specialists.

• Team Lead

  • Jan 2008 - May 2013

  Canada • Process savvy mentor and coach to large team covering multiple client accounts covering Western Canada. • Transition specialist on boarding Centralized Output Managed Services with client engagement covering goals, responsibilities, control points and reporting.