Pilar G.
Director, Services and Operations at Applied Computer Technologies- Claim this Profile
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Bio
Cheryl MacMillan
If you want the job done right, Pilar is the one to do it. She sees what each client is looking for, drives each project to deliver the value the client is looking for and, in doing so, builds lasting relationships with them. When Pilar leads a team, she pulls the best out of that team and team members will be better for having worked with her. I always enjoyed working on projects with Pilar and would seek out her opinion on many initiatives. If you are developing an Experience or Service Management Office I would highly recommend Pilar to lead that initiative.
Vini Miki
I've worked with Pilar in my previous and current role. As a proposal manager in the past, I worked with Pilar in several RFP responses, and she was always great to work with, very knowledgeable and always demonstrating her deep understanding in IT services. Her biggest impact to me was when I moved to Services, and as a Delivery Manager, I was able to be coached by her and to learn a lot from her experience. She has helped me managing our internal IT services, from Infrastructure to End User Support. and also with billing and projects. She is an amazing professional, and trustworthy. She is assertive and efficient in whatever project she is part of, and very effective in whatever she is working on.
Cheryl MacMillan
If you want the job done right, Pilar is the one to do it. She sees what each client is looking for, drives each project to deliver the value the client is looking for and, in doing so, builds lasting relationships with them. When Pilar leads a team, she pulls the best out of that team and team members will be better for having worked with her. I always enjoyed working on projects with Pilar and would seek out her opinion on many initiatives. If you are developing an Experience or Service Management Office I would highly recommend Pilar to lead that initiative.
Vini Miki
I've worked with Pilar in my previous and current role. As a proposal manager in the past, I worked with Pilar in several RFP responses, and she was always great to work with, very knowledgeable and always demonstrating her deep understanding in IT services. Her biggest impact to me was when I moved to Services, and as a Delivery Manager, I was able to be coached by her and to learn a lot from her experience. She has helped me managing our internal IT services, from Infrastructure to End User Support. and also with billing and projects. She is an amazing professional, and trustworthy. She is assertive and efficient in whatever project she is part of, and very effective in whatever she is working on.
Cheryl MacMillan
If you want the job done right, Pilar is the one to do it. She sees what each client is looking for, drives each project to deliver the value the client is looking for and, in doing so, builds lasting relationships with them. When Pilar leads a team, she pulls the best out of that team and team members will be better for having worked with her. I always enjoyed working on projects with Pilar and would seek out her opinion on many initiatives. If you are developing an Experience or Service Management Office I would highly recommend Pilar to lead that initiative.
Vini Miki
I've worked with Pilar in my previous and current role. As a proposal manager in the past, I worked with Pilar in several RFP responses, and she was always great to work with, very knowledgeable and always demonstrating her deep understanding in IT services. Her biggest impact to me was when I moved to Services, and as a Delivery Manager, I was able to be coached by her and to learn a lot from her experience. She has helped me managing our internal IT services, from Infrastructure to End User Support. and also with billing and projects. She is an amazing professional, and trustworthy. She is assertive and efficient in whatever project she is part of, and very effective in whatever she is working on.
Cheryl MacMillan
If you want the job done right, Pilar is the one to do it. She sees what each client is looking for, drives each project to deliver the value the client is looking for and, in doing so, builds lasting relationships with them. When Pilar leads a team, she pulls the best out of that team and team members will be better for having worked with her. I always enjoyed working on projects with Pilar and would seek out her opinion on many initiatives. If you are developing an Experience or Service Management Office I would highly recommend Pilar to lead that initiative.
Vini Miki
I've worked with Pilar in my previous and current role. As a proposal manager in the past, I worked with Pilar in several RFP responses, and she was always great to work with, very knowledgeable and always demonstrating her deep understanding in IT services. Her biggest impact to me was when I moved to Services, and as a Delivery Manager, I was able to be coached by her and to learn a lot from her experience. She has helped me managing our internal IT services, from Infrastructure to End User Support. and also with billing and projects. She is an amazing professional, and trustworthy. She is assertive and efficient in whatever project she is part of, and very effective in whatever she is working on.
Credentials
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XLA Champion
CitrusCollabApr, 2020- Nov, 2024 -
Organizational Change Management Foundations
APMG InternationalSep, 2017- Nov, 2024 -
Certified Scrum Master
Scrum AllianceJan, 2010- Nov, 2024 -
PMP
Project Management InstituteJun, 2009- Nov, 2024
Experience
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Applied Computer Technologies
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Bermuda
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Information Technology & Services
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1 - 100 Employee
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Director, Services and Operations
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Sep 2020 - Present
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Compugen Inc
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Canada
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IT Services and IT Consulting
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700 & Above Employee
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Senior Delivery Manager
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Feb 2016 - Aug 2020
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Compucom
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Sr Infrastructure Operations Delivery Manager (Suncor Energy)
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Jul 2013 - Sep 2015
Directly responsible for developing and communicating a clear vision and strategy for Operational Services across the organization, ensuring long term goals and objectives are achieved. Accountable for effective IT processes implementation, Operational quality assurance, and managing the IT infrastructure outsourcing team.Selected Achievements:- Responsible and accountable for all Transition Management activities associated with the implementation of large scale global IT outsourcing engagements- Developed, maintained and communicated company standards, including guidance and contribution to disaster recovery and ERP planning- Established highly repeatable best practices, currently leading a team of technical, SMEs and personally leading execution of transition for signature to ensure highly effective coordination and transition to steady state- Managed ad hoc business requests and reprioritization of activities to best support the Program- Managed the engagement contract, account P&L, and Service Level Agreement, ensuring standards were achieved- Responsible for maintaining current Information systems standards, resource allocation and transition to sustainment.- Effectively liaised with a wide range of internal stakeholders to identify, prioritize and resolve outstanding customer issues- Worked with Service Management Team to define and implement a Service Catalog to support Service owners- Fostered a learning environment where every team member is encouraged to provide ideas and suggestions leading to continuous improvement Show less
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Service Management Service Delivery Manager (Suncor Energy)
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Mar 2011 - Jul 2013
Responsible for ensuring the efficient and effective delivery of high-quality services and solutions to enhance and achieve customer success outcomes. Established processes to effectively manage production operations, and provided leadership to Operations team supporting a 10,000 client base. Selected Achievements:- Managed 5 business teams: Help Desk, Service Management, Quality, Reporting and Access Management- Provided hands on leadership and management direction to a large, diverse team of technical professionals through direct and indirect reporting relationships (over 130 staff)- Provided Continuous Improvement services to improve existing processes and implemented work processes, tools and best practices to streamline quality, consistency and scalability of IT operations- Responsible for overseeing the successful provision of Knowledge Management Solution- Ensured service improvement programs were in place, and costs and benefit realization documented and understood- Accountable for ensuring that Support Services were documented and published, and requirements delivered to the satisfaction of customers- Collaborated with customer, drawing in technical resources as required to identify and then translate business requirements into holistic customer solution offerings- Developed and managed budgets and cross-functional resource utilization, and provided regular management reporting Show less
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Nashco Consulting Ltd.
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Canada
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Information Technology & Services
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1 - 100 Employee
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Director, Professional Services
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Oct 2007 - Mar 2011
Responsible for designing, planning and leading internal and external projects and assisting clients with implementation of ITIL best practices and software implementations. Provided leadership in respect of User Acceptance Testing, project portfolio and budgetary control, and supervised a team of 10 consultants nationwide. Ensured compliance with company policies and industry best practices. Selected Achievements: - Developed and built the Service-Now Practice and managed the successful Implementation of over 50 Service Now Projects ranging from 50 to 10,000 users worldwide. - Oversaw the Project Management, Solutions Consulting, Custom Solutions, and Technical - Services functions - Evolved Professional Services’ billable offerings to include custom development, packaged training, and industry best practices consulting. - Increased efficiency by introducing standardized Project Management Methodology. - Implemented work processes, tools, and best practices to streamline the quality, consistency, and scalability of Professional Services’ operations. - Reviewed and contributed to customer proposals and service level agreements, including statements of work pricing arrangements, and project charters. - Partnered with the outside sales team to ensure effective representation of Professional Services’ capabilities in all sales engagements. - Provided strategic planning and coordination in new offerings selection. - Negotiated contracts and managed relationships with service and equipment providers. - Led successful launch of various new ITSM Products. - Enhanced productivity by improving relationships between professional services and support groups. - Selected and implemented HR project that involved analysis and recommendations relating to job descriptions, compensation, performance, and employee handbook. Show less
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NAL Resources
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Canada
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Oil and Gas
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1 - 100 Employee
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Client Services Lead/Project Manager
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Jan 2004 - Oct 2007
Managed and owned IT delivery processes, including service desk, change management, incident management, IT controls, compliance, and technology projects for oil & gas company. Supported 450 internal clients and 900 external vendors. Maintained wireless and systems infrastructures.
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Client Services Analyst
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Apr 2001 - Jan 2004
Carried out internal project management, systems support, and staff training.
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TELUS Business
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Canada
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IT Services and IT Consulting
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700 & Above Employee
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Support Analyst
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Oct 2000 - Apr 2001
Provided 2nd-level technical support for one of Canada's Top 3 wireless companies. Provided 2nd-level technical support for one of Canada's Top 3 wireless companies.
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Community
