INFORMATION TECHNOLOGY EXECUTIVE
"Committed to leading teams with contagious enthusiasm, and growing and sustaining a culture of teamwork, respect, and inclusiveness."
Highly accomplished IT executive with a record of success in infrastructure and workplace outsourcing, and a strong foundation in application development and support.
AREAS OF EXPERTISE
Strategic Outsourcing
Customer Relationship Building
Client Management
Team Leadership
Deal Development
Contract Negotiation
VALUE OFFERED
* High Performance Team Building and Leadership: Built high performance teams at IBM that achieved the impossible' and facilitated customers' attainment of superior results. Brought contagious enthusiasm and a positive attitude to all aspects of my role.
* Customer Relationship Building: Demonstrated record of building and maintaining trusted relationships across IBM's customers and partners.
* Creative Problem Solving: Respected for ability to quickly distill complex problems into clear, actionable components, and find win-win solutions in all opportunities and challenges.
* Strategic Planning: Strong background in strategic plan development and implementation, including client communications, contract negotiations and financial management.
* Contract Negotiation & Management: Negotiated multi-year, multi-million dollar contracts (as large as $100M+ annually) with IBM customers and held P&L ownership including in-depth financial analysis, cost and revenue management, and project management.
* Exceptional Communication: Valued by customers and colleagues for straight-talk, logical thinking, passion for doing what's right, and sense of humour.
PROFESSIONAL EXPERIENCE
IBM CANADA LTD. - Toronto, Ontario 1995 - Present
Director / VP and Senior Project Executive, Rogers Communication Account (2012 - Present)
Leader of IBM's second largest IT outsourcing contract ($100M+ annually for 7 years) in Canada, with responsibility for a 600+ member team of sales, solutions, administrative, and delivery staff. Accountable for delivery excellence, customer satisfaction, financial management, sales/growth, contract management, and audit compliance. Services include Mainframe, Distributed (Servers and Storage), End User Services (Helpdesk, Deskside), Asset Management, Incident/Problem/ Change, Database Management, Middleware, Telecommunications, and Disaster Recovery.
* Resolved and/or negotiated complex contract situations and service performance issues, working closely with the Vice President of Infrastructure Services at Rogers Communication and senior leadership at IBM.
* Built an exceptional team and executed an alignment strategy across customer teams which received strong customer endorsement and positive feedback.
* Drove continuous improvement initiatives across the services, delivery, and sales teams through implementation of best practices.
* Collaborated across the broader IBM to bring value to Rogers Communication, repairing and strengthening a relationship that was challenged in 2012.
Director / VP and Senior Project Executive, Bell Canada Account (2007 - 2012)
Responsible for a 7-year, $80M+ (annually) IT outsourcing contract with Bell Canada. Known for exceptional teaming across IBM and Bell Canada, developing deep relationships and earning trust across the IBM and customer teams.
* Negotiated a 7-year renewal of scope; re-solutioned and rewrote 80% of the contract in three months.
* Flawlessly executed the transition of services provided to Bell Canada to global resourcing.
* Achieved high customer satisfaction and reference-ability results, year over year.
* Secured additional new services agreements over the new term.
* Achieved a perfect score on the IBM Customer Relationship Management audit.
* Received the "IBM Leadership Award" for contributions to the overall success of the contract.
Delivery Executive, Small and Medium Business (2004 - 2007)
Accountable for 55+ outsourced and out-tasked clients nationally, delivering $160M+ of revenue annually. Managed a team of 30+ project executives, with primary responsibility for customer satisfaction, delivery excellence, revenue growth, and profitability. Responsible for executive-level escalations, business management, client relationships, financial performance (P&L), contractual compliance, process and standards compliance, delivery, staffing, business growth, and direct and indirect people management. Attained IBM Project Executive Certification.
Practice Leader, Managed Services (2000 - 2003)
Developed and managed business and offering portfolios, with P&L responsibility for an $80M+ managed services business across 30+ clients. Managed project executives and delivery teams responsible for desktop management (end user services), onsite services and server management services for clients. Also managed a team of architects, offering managers, and project managers, building new capabilities for the small and medium sized customer marketplace. Role involved business management, client management, financial responsibilities (P&L), contractual requirements, process and standards compliance, delivery management, staffing, business growth, offering development, market management, channel awareness, third party relationships, and people management.
Project Executive (1998 - 2000)
Owned delivery and P&L for approximately $30M in services annually, for Galileo, a Canadian travel distribution company. Provided field services, application development and maintenance, and network services to 2,500 travel agencies across Canada.
Client Manager, Travel & Transportation Industry Solutions Unit (1995 - 1998)
Directed national sales for Canadian travel industry customers; responsible for developing client relationships and building strong brand loyalty. Identified, developed, proposed and sold IBM solutions to meet or exceed customer requirements and expectations. Position required strong customer relationship, negotiation, presentation, and sales skills, as well as knowledge of a broad range of industry-specific and cross-industry products, services, and solutions of IBM and its business partners. Responsible for overall customer satisfaction, service quality and delivery excellence.
* Recognized by IBM Canada leadership for negotiating the dissolution of a difficult and costly client contract.
* Earned the Global Travel Industry General Manager's award for exceptional service.
PRIOR EXPERIENCE
Manager, Special Projects - Continuous Improvement Group, Rider Travel (1995 - 1996)
Managed business improvement projects within the Continuous Improvement Group for Rider Travel. Managed a team of business analysts, application developers, and IT specialists to implement strategic cost saving or process improvement initiatives. Also responsible for the implementation of accounting processes.
* Delivered a project to automate the quality assurance process for travel bookings for the Department of National Defense (DND) travel contract.
National Account Manager/ Application Developer, The Gemini Group (1992 - 1995)
Accountable for overall account management, including managing client expectations and requirements, issue resolution, and contract negotiation. Acted as consultant/resource to clients, providing needs assessment, analysis and advice to clients on methods to maximize profitability or improve system effectiveness. Customers included VIA Rail, Department of National Defense, a variety of regional airline carriers, and travel agencies.
* Led a ground-breaking, industry-first initiative to distribute rail services through a Global Distribution system, for VIA Rail. Successfully led complex negotiations between the Gemini Group and VIA Rail.
COMMUNITY & PROFESSIONAL LEADERSHIP
Board of Directors, Yellow Brick House - Toronto, Ontario (2010 - 2013); Volunteer (2006 - 2014)
* Assisted with governance and initiatives in support of critical women's services in the York Region. Yellow Brick House provides four core services to women and children fleeing abusive relationships: emergency shelter, transitional housing, outreach services and public education.
* Equipped a new emergency shelter for Yellow Brick House in Unionville, Ontario.
* Received the "Five Year Volunteer Service Award" from the Ontario Ministry of Citizenship, Immigration and International Trade, 2010.
Volunteer, Camp Trillium - Picton, Ontario (2004 - 2011)
* Built a resource centre for Camp Trillium and prepared the camp for winter closing over multiple years.
Canadian Executive Sponsor, Women's IBM Networking Group - WING (2012 - 2015)
PRESENTATIONS
Guest Speaker, The International Women's Day, hosted by the Women's IBM Networking Group (WING), Feb 2014
Presenter, "Corporate Case Study and Roundtable: Diversity and Inclusion at IBM Canada," Rotman School of Management's Best Practices Network for Women in Business, University of Toronto, May 2012
EDUCATION / CERTIFICATIONS
Master of Science in Project Management (M.S.P.M.), George Washington University, 2000
Bachelor of Administrative Studies (BAS), Schulich School of Business, York University, Dean's Honour Roll, 1998
IBM Executive Leadership Education, 2012
IBM Project Executive Certification, 2006
IT Leadership Development, Ryerson University, 2004 |
