About Imad Lodhi
Human-Centric Leader | Purpose-Driven Leader | Author of 8 Books & 1100+ Blogs | Frm. Sr. Partner IBM (24+ yrs) | $8.5B+ SO Deals | $100M+ Annual Rev Plans | 1000+ Staff | 100+ SLAs | 52+ Countries | 200+ Clients
Transformational IT Executive with over 30 years of global experience, specializing in technology strategy, digital transformation, and operational excellence. Proven leader in managing engineering and cloud operations, with a strong track record of integrating processes and aligning goals to drive technological innovation and business outcomes. Expertise in .NET, SQL, Azure cloud hosting, and DevOps, coupled with a deep understanding of budget preparation, business planning, and security best practices. Recognized for fostering a customer-first approach, streamlining operations, and enhancing collaboration across diverse teams.Adept at communicating complex technical concepts to stakeholders and customers, and skilled in leading high-performing teams to deliver impactful business results. Committed to leveraging cutting-edge technology and data-driven insights to support sales enablement and organizational growth.
Areas of Expertise:
Customer and Stakeholder Management: Building strategic client relationships, engaging stakeholders, managing vendor partnerships, and enhancing customer experiences.
Strategic Technology Leadership: Crafting and executing long-term IT strategies, leading digital transformation initiatives, and ensuring IT governance and compliance.
Operational Excellence: Managing global technical scenarios, achieving operational excellence, and developing business continuity and risk management strategies.
Leadership and Talent Development: Providing executive leadership, developing high-performing teams, and leading organizational change initiatives.
Global Experience: Collaborating with 250+ global clients on complex transformation projects.
Cloud Leadership: Leading on-premises and hybrid cloud solutions.·
Sales Leadership: Secured and executed enterprise outsourcing, managed services and RFS deals valued at 8.5B USD with 250+ global clients, expanding market reach and driving significant revenue growth. $100M+ Annual Revenue Plans, partnering with Service Lines and Vendor Partners to exceed revenue targets by identifying and fulfilling both considered and unconsidered client needs, driving strategic growth and client satisfaction.
Financial and Portfolio Management: Overseeing IT budgets, financial performance, and driving revenue growth and profitability.
Innovation and Technology Integration: Integrating emerging technologies, defining technology roadmaps, and utilizing data-driven insights for strategic decision-making.
Operational Innovation: Implementing process optimizations, leading technology modernization efforts, and enhancing customer experiences.
Professional Experience
Sr. Director, CGI Consulting
Nov 2023 – Present
Canadian Securities Administrators (Public Sector)
• Technology Strategy and Innovation: Spearheaded the definition and execution of technology strategies, aligning IT initiatives with business objectives. Led the Application Rationalization program, modernizing legacy systems and implementing innovative solutions to reduce the technology footprint and enhance efficiency.
• Team Leadership and Development: Managed and mentored diverse IT teams, fostering collaboration and a culture of continuous learning. Implemented a comprehensive talent management strategy, achieving high employee engagement and aligning team performance with business and market needs.• Product and Project Management: Oversaw the end-to-end product development lifecycle, from concept to launch. Streamlined project management methodologies for key platforms and strategic applications, improving delivery efficiency and outcomes.
• Vendor and Stakeholder Collaboration: Developed strategic partnerships with technology vendors and worked closely with senior stakeholders to align technology roadmaps with corporate strategies. Managed vendor contracts and enhanced business value through effective collaboration.
• Cybersecurity and Risk Management: Implemented robust cybersecurity measures and risk management strategies, ensuring data protection and compliance. Led disaster recovery and business continuity planning to safeguard critical services.
Strategic Consultant, LIAMA Global Business Services
Feb 2023 – Nov-2023
Pomeroy Lodging (Hospitality)
• Project Management: Developed and presented a multi-stream proposal for implementing and improving centralized reservations call center operations.• Data Analysis: Conducted in-depth analysis of service performance, CRM data, and existing resources to inform strategic recommendations.
• Stakeholder Engagement: Interviewed key personnel and generated detailed reports on findings and actionable recommendations.
• Technology Integration: Explored and recommended the implementation of advanced technologies, including AI/ML agents and routing systems, to enhance call center efficiency.
• Strategic Planning: Developed a scalable roadmap for migrating multiple properties into a centralized reservation system, ensuring seamless integration and improved operational efficiency.
• Call Center Management: Overseeing all aspects of call center operations including staffing, training, quality assurance, and performance management.
Partner (Sales & Delivery Executive), IBM Canada
April 2019 – Feb 2023
Bombardier Aerospace, Desjardins, iA Financial Group, Bell, Airbus, Mitsubishi, Lufthansa, Spirit AeroSystems, and Alstom (Manufacturing, Financial Services & Insurance, Telecommunications)
• Managed $650+M P&L, leading sales and delivery of a diverse outsourcing portfolio including $40M Application Management Services with 4000+ applications and 300+ SLAs/SLOs across multiple industries.
• Led a global team of 750+ professionals in 42 countries, aligning solutions with C-Suite strategic goals and achieving key performance targets while maintaining operational excellence.
• Spearheaded transformative projects including App Modernization, HR Onboarding, Oracle Modernization, and Cloud Computing initiatives, leveraging data analytics for operational efficiency and customer service improvements. • Directed pre-sales and sales activities, including negotiations, proposal development, and client presentations, while maintaining responsibility for portfolio financials and accurate forecasting.
• Implemented robust cloud solutions and enhanced cybersecurity protocols, ensuring secure, scalable IT environments across diverse client portfolios in Manufacturing, Financial Services, Insurance, and Telecommunications sectors.
IBM Canada Delivery Excellence Leader, IBM Canada
April 2018 – April 2019
150+ Clients (Bank of Nova Scotia, TD Bank, RBC, Encana) (Numerous Sectors)
• Pioneered delivery excellence practices across 150+ Canadian accounts, spanning multiple sectors including major banks (Bank of Nova Scotia, TD Bank, RBC) and energy companies (Encana).
• Founded and led the Canadian delivery excellence and analytics practices, managing a team of 45+ specialists including data scientists, delivery analysts, and quality management professionals.
• Directed global resources in assessing delivery excellence for 150+ strategic outsourcing accounts, ensuring exceptional service delivery and customer satisfaction.
• Implemented data-driven strategies using delivery analytics to identify improvement areas and enhance service delivery, fostering a culture of continuous improvement.
• Successfully executed complex programs and projects, balancing operational excellence with client-specific needs across diverse business units and functional teams.
Sr. Client Partner (Sales & Delivery Executive), IBM Canada
Jan 2016 – Apr 2018
Royal Bank of Canada, TD Bank, Bank of Nova Scotia (Financial Services & Insurance)
• Managed $100+M P&L, leading sales and delivery across GTS Service Lines including Digital Workplace Services, Mobility Systems, Networking, Security, Cloud, and Resiliency.
• Collaborated with diverse sales teams to identify client needs and develop innovative solutions aligned with IBM's thought leadership, while championing a culture of operational excellence.
• Led complex projects focused on continual service improvement, implementing Shift Left/Right to Left strategies, automation, self-help, and sense-and-heal initiatives to optimize processes.
• Directed a multinational team across Canada, the US, and India, partnering with client stakeholders to deploy and manage cloud computing solutions, ensuring secure, scalable, and efficient IT operations.
• Drove enhancements in key IT performance metrics, improving overall delivery experience and maintaining high-quality service across diverse client accounts.
Services Excellence Leader, IBM Middle East, Africa, Turkey
Jan 2014 – Jan 2016
29+ Clients (Fidelity Bank, Commercial Bank of Ghana, Airtel Africa, Mobily, Pick & Pay)
Led service excellence initiatives across 29+ client accounts in the MEA region, implementing ITIL frameworks and business process optimizations. Drove continuous improvement using LEAN methodologies, enhanced SLA compliance, and managed large-scale contracts. Specialized in analytics-driven decision-making, employee engagement, and customer satisfaction, adapting global best practices to regional markets.
• Service Management Leadership: Implemented Integrated Service Management and ITIL frameworks, developing Service Excellence programs to enhance service delivery.
• Strategic Operations Management: Executed Business Process Optimization, Delivery Excellence initiatives, and Client Excellence programs to drive operational efficiency.
• Continuous Improvement: Applied LEAN methodology, Right to Left strategy, and Building Continual Improvement frameworks to improve SLA compliance, reduced critical incidents, enhance uptime, availability, and resiliency of services.
• Analytics and Data-Driven Decision Making: Leveraged various analytics tools and developed scalable analytics programs to support data-informed decision-making.
• Large-Scale Account Management: Oversaw 29+ large accounts across MEA, managing Contract Initiation and New Business Validation processes.• Governance and Compliance: Implemented robust management and governance systems, ensuring adherence to service support management frameworks and contract.
• Employee & Client Experience Enhancement: Cultivated a high-performance culture through employee enablement initiatives while enhancing customer satisfaction through aligned operational improvements.
• Digital Workplace Services, End User Services, Contact Center, Call Center, and Service Desk Management: Overseeing all aspects of digital workplace operations, call center and service desk operations including staffing, training, quality assurance, and performance management.
IBM Senior IT Operational Leadership Roles (Sept 1999 – Jan 2014)
• Sr. Delivery Leader, IBM Central & Eastern Europe (Jan 2012 – Jan 2014): Directed client delivery operations across CEE for Sberbank, Isbank, Garanti Bank, Akbank, Kredi Kayıt Bürosu.
• Sr. Delivery Leader, IBM Canada (Aug 2010 – Jan 2012): Directed client delivery operations for Sunlife Financial.
• Operations Executive, IBM US (Jun 2009 – Aug 2010): Executed operational strategies for the State of Georgia.
• Senior Global Delivery Leader, IBM Canada (Feb 2002 – Jun 2009): Led global delivery efforts, enhancing service capabilities for Cendant, Deutsche Bank, Hudson’s Bay, TD Bank, CIBC, British Petroleum, Manulife/Rexall, Pearson/Phillip Morris/Flour, Morgan Stanley, BNS, MDS, Mercer HR Consulting, Del Monte, NiSource, FFIC, WSIB
• Personal Computing Division Roles, IBM Canada (Sept 1999 – Feb 2002): Held various roles contributing to personal computing support.
Education
• Ryerson Polytechnic University - Aerospace Engineering, 1991-1994
Professional IBM Recognition:
IBM Global Golden Circle RecipientThe annual Golden Global Circle is IBM's premier recognition event and is attended by the company’s highest-ranking performers - each of them accompanied by a guest.
Member of IBM’s NextGen ProgramThe NextGen program is an invitation only program for a select group of employees who have been identified as our top talent within IBM.
Member of IBM’s Executive Resource ProgramThe Executive Resources Program is designed to identify, develop and prepare top leadership talent for key positions.
Member of IBM’s Nexus CouncilFocus on retention and development of new employees within the 20-30 age bracket with less then 5 years of IBM experience.
Member of the IBM Executive Mentoring / Sponsorship ProgramSelected by IBM HR to receive mentoring by Senior IBM Executive.Founding member of IBM’s South Asian Networking GroupThis group is a volunteer-driven network group that provides networking, mentorship, career leadership, and community outreach opportunities to all IBMers with a special focus on the South Asian constituency. Member of IBM’s Employee Satisfaction Group reviewing People Practices and Senior Leadership roles within IBM Global ServicesSelected by IBM HR to lead a panel consisting of Top Managers and Senior Executives to review methods of better people engagement and more involvement of senior executives.
Member of IBM’s Employee Satisfaction Group reviewing Manager EffectivenessSelected by IBM HR to lead a panel to improve the effectiveness of Managers within the company.
Member of IBM’s Engagement 2004 initiative – addressing the needs of dissatisfied employees across IBMSelected by IBM HR to review employee feedback and determine ways of improving employee satisfaction across the organization.
Awarded several top achievement awards for outstanding performance
CERTIFICATIONS
“ITIL V3 Foundation”, “L1 Data Scientist”, “Domino Developer/Administrator”, “IBM Advisory Project Manager”, ”Business Analyst”
PUBLICATIONS AND PAPERS
1. Leading With Purpose: Harnessing The Power of Mindsets & Behaviours For Success Blog with @900+ Articles on topics such as: Organization & Management, Leadership, Employee Experience, Client Experience, Technology, Learning & Development, Mindsets/Behaviours/Mental Health, Processes, Contact Center, Sales, Coaching and Divorce - https://www.imadlodhi.com
2. Leading With Purpose: Harnessing The Power of Mindsets & Behaviours Podcast - https://podcasts.apple.com/us/podcast/leading-with-purpose-harnessing-the-power/id1667045506
3. Leading With Purpose: Harnessing The Power of Mindsets & Behaviours For Success: The 7 Essential First Line Management Systems - https://www.imadlodhi.com/product/the-guiding-principles-of-management-the-7-essential-first-line-management-systems
4. Leading With Purpose: Harnessing The Power of Mindsets & Behaviours For Success: The 4 Principles and 20 Characteristics of Leadership - https://www.imadlodhi.com/product/the-guiding-principles-of-leadership-the-4-principles-and-20-characteristics-of-leadership
5. Leading With Purpose: Harnessing The Power of Mindsets & Behaviours For Success: The 20 Essential Senior Management Systems - https://www.imadlodhi.com/product/the-guiding-principles-of-management-the-20-essential-senior-management-systems
6. Contact Center Rescue Series: Top 5 Ways To Optimize Your Contact Center E-Book - https://www.imadlodhi.com/product/contact-center-rescue-series-top-5-ways-to-optimize-your-contact-center-e-book
7. Journey To A Unified Delivery Model: A Framework for Optimizing Operational Health Checks - https://www.amazon.ca/Journey-Unified-Delivery-Model-HealthChecks/dp/1730815995
8. Leading With Purpose: Harnessing The Power of Mindsets & Behaviours For Success: The 17 People Management Systems To Drive Employee Engagement, Enablement, & Empowerment - https://www.imadlodhi.com/product/leading-with-purpose-harnessing-the-power-of-mindsets-behaviours-for-success-the-17-people-management-systems-to-drive-employee-engagement-enablement-empowerment
9. Leading With Purpose: Harnessing The Power of Mindsets & Behaviours For Success: The 17 People Management Systems To Drive Employee Engagement, Enablement, & Empowerment - https://www.imadlodhi.com/product/the-15-core-and-23-steady-state-operational-management-systems
The Team
Imad Lodhi
Founder
Isa Lodhi
Google/YouTube Ads Media Buyer
Amaan Lodhi
Sr. FaceBook Media Buyer & Team Leader