Professional Summary
Transformational Service Delivery Executive with 30 years of proven expertise in scaling global operations and driving enterprise-wide digital transformation. Track record of signing $8.5B+ strategic outsourcing deals and managing $100M+ annual revenue portfolios across 52+ countries. Distinguished leadership experience directing teams of 1000+ professionals, serving 250+ enterprise clients, and maintaining excellence across 100+ SLAs. Former IBM Sr. Partner recognized for operational innovation and thought leadership, evidenced through 8 published books and 1400+ industry blogs.
Key Metrics & Impact
Drove $100M+ in annual revenue growth through strategic planning and execution.
Transformed business operations through $8.5B+ in Strategic Outsourcing deals, leveraging expertise in contract negotiation and strategic partnership development.
Scaled global resources to 1000+ team members, driving efficiency and productivity.
Supported 4000+ business-critical applications, ensuring high availability and performance.
Managed 1000s of servers, optimizing infrastructure for scalability and reliability.
Delivered on 300+ Service Level Agreements, consistently meeting or exceeding client expectations.
Collaborated with 250+ clients across 52+ countries, driving global business growth and expansion.
Enabled business productivity for 65K users, resolving 70K+ monthly tickets with prompt and effective support.
Professional Experience
Sr. Director Consulting
CGI Consulting | Canadian Securities Administrators
11/2023 - Present
- Spearheaded delivery excellence through leadership of a 90+ member team spanning directors, managers, architects, developers, and service management professionals, consistently exceeding contract obligations and client expectations.
- Drove P&L performance for a $100M/10-year strategic account, contributing to $194M+ in business unit growth through robust financial planning and proactive account management. Orchestrated successful pursuit of $15.5M in AMS contracts and led a comprehensive $77M RFP response. Pioneered go-to-market strategies for Ontario's public sector, fostering collaboration across service lines and vendor partnerships.
- Established innovative contract governance frameworks, enhancing deliverable transparency and optimizing billing cycles.
- Architected and implemented a holistic talent management approach, achieving exceptional employee engagement metrics and industry-leading retention rates.
- Consistently surpassed performance targets across revenue, profitability, resource utilization, employee satisfaction, and client experience metrics.
- Elevated client partnerships from operational to strategic, aligning technology initiatives with business objectives to ensure sustainable growth and satisfaction.
- Crafted and executed comprehensive technology roadmaps and strategic account plans, fostering executive stakeholder relationships through structured governance and proactive delivery management.
- Modernized service delivery through implementation of integrated Service Management frameworks, enhancing SLA compliance, reducing critical incidents, and improving overall service resilience.
- Developed and deployed data-driven decision-making frameworks through advanced analytics programs.
- Cultivated strategic partnerships with key stakeholders and vendors, managing complex contracts and critical project implementations. Led high-stakes escalation management, ensuring swift resolution while maintaining stakeholder confidence.
Sr. Partner | Digital Workplace Services Leader | Contact Center Practice Leader
IBM Canada | Bombardier Aerospace, Desjardins, iA Financial Group, Bell, Airbus, Mitsubishi, Lufthansa, Spirit AeroSystems, and Alstom
04/2019 - 02/2023
- Led a $650M+ TCV outsourcing account with 4000+ applications, 1000s servers and 300+ SLAs/SLOs, ensuring high-quality business solutions and operational excellence.
- Managed a global team of 750+ professionals across 42 countries, aligning solutions with C-Suite strategic goals and achieving key performance targets.
- Held P&L responsibility for account financials, providing accurate forecasts and ensuring budget alignment.
- Leveraged data analytics for operational efficiency and customer service improvements.
- Led transformative projects such as App Modernization, HR Onboarding, Oracle Modernization, Payroll Modernization, Platform Integration, Salesforce, Data Extraction, Chatbot, and Journey Management.
- Led pre-sales and sales activities, including negotiations, proposal development, and client presentations.
- Led M&A Activity (Divestitures and Acquisitions) assisting the Client VP in signing TSAs with various companies and overseeing the delivery of support.
- Built and maintained trusted relationships with C-suite executives and led multi-disciplinary teams, including vendors for success.
Delivery Excellence | Analytics Leader
IBM Canada | 150+ Clients (Bank of Nova Scotia, TD Bank, RBC, Encana)
04/2018 - 04/2019
- Pioneered delivery excellence practices in Canada, championing operational excellence across 150+ Canadian accounts.
- Founded the Canadian delivery excellence and analytics practices, engaging a team of 45+ data scientists, delivery analysts, total quality management teams, and program teams.
- Led global resources in assessing delivery excellence across 150+ strategic outsourcing accounts.
- Successfully executed complex programs and projects while ensuring exceptional service delivery and customer satisfaction across business units, clients, and functional teams.
- Utilized delivery analytics to identify areas for improvement and implemented strategies to enhance service delivery, fostering a culture of continuous improvement and operational excellence.
Sr. Client Partner | Global Technology Services Leader | Cloud Leader
IBM Canada | Royal Bank of Canada, TD Bank, Bank of Nova Scotia
01/2016 - 04/2018
- Oversaw GTS Service Lines, including Digital Workplace Services, Mobility, Systems, Networking, Security, Cloud, and Resiliency, with a $100M+ annual revenue plan.
- Collaborated with sales teams to identify client needs and develop innovative solutions, driving strategic growth and client satisfaction.
- Championed a culture of operational excellence, ensuring high-quality service delivery across client accounts.
- Led complex projects and programs focused on continual service improvement, driving enhancements in key IT performance metrics.
- Implemented strategies such as Shift Left/Right to Left, automation, self-help, and sense and heal to optimize processes and improve service delivery.
- Managed a global team across Canada, the US, and India, partnering with client stakeholders to deploy and manage cloud computing solutions.
- Developed and executed strategies for talent management, fostering high employee engagement and retention rates.
- Built and maintained trusted relationships with C-suite executives, leading multi-disciplinary teams to success.
International Assignment - Services Excellence/Watson/BPO/Service Management Leader
IBM Middle East, Africa, Turkey | 29+ Clients
Jan 2014 - Jan 2016
- 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.
International Assignment - Sr. Delivery Leader
IBM Central & Eastern Europe | Sberbank, Isbank, Garanti Bank, Akbank, Kredi Kayıt Bürosu.
Jan 2012 - Jan 2014
- Primary owner for service delivery activities on a large, complex contract, developing account support program objectives and leading teams to meet defined objectives according to customer needs.
- Consistently sought ways to improve service delivery and customer satisfaction, while recommending service delivery customer satisfaction initiatives.
- Accountable for assisting in meeting revenue, profitability, and growth objectives, while adhering to Service Level Agreements.
- Reviewed İşbank's IT infrastructure and governance/operation model, providing suggestions for service levels and model development.
- Supported forming a governance discipline associated with different service management processes to ensure continuity in the IT environment.
- Specified activities and responsibilities for İşbank’s problem and risk management processes, while conducting regular meetings with İşbank’s CTO/CIO to monitor risk mitigation progress.
- Reviewed disruptions from change management by supervising relationships between change, incident, and problem management processes.
- Worked with İşbank to audit and manage service management processes to ensure compliance with specified objectives.
- Discovered offerings providing potential interests or cost savings to İşbank, while supporting the preparation of strategic planning and technology roadmaps.
- Assisted İşbank in designing a comprehensive Cloud Strategy.
Sr. Delivery Leader
IBM Canada | Sunlife
Aug 2010 - Jan 2012
- Ensured client needs were satisfied by constructing partnerships between the Project Office, clients, vendors, and subcontractor organizations, managing these partnerships to ensure positive customer satisfaction.
- Built client satisfaction through the formulation, development, implementation, and delivery of application, technical, and business solutions, in response to client requirements as specified in contracts or Statements of Work (SOW).
- Served as the primary point of contact for client needs, requirements, and expectations in collaboration with the Project Office and delivery organization.
- Provided account leadership to the service delivery team, directing teams to develop and implement program, project, product, and business strategies to meet contract deliverables.
- Managed contractual cost, schedule, and service or product deliverables in alignment with the delivery organization’s responsibilities.
- Coordinated IBM and client resources to deliver services and solutions supporting the client organization’s objectives.
- Supported the Project Executive (PE) by identifying growth opportunities and ensuring contract profitability.
- Owned quality for services provided by the delivery organization and was responsible for tracking and reporting on service level performance.
- Provided expertise in Project Management methodologies, emerging technologies, and technical solutions tailored to client needs.
International Assignment - Operations Executive End User Computing
IBM US | State of Georgia
Jun 2009 - Aug 2010
- Worked on an international assignment in Atlanta, Georgia for thirteen months to assist the VP Project Executive and VP Delivery with managing Dell issues, transition and transformation issues, vendor management issues, customer relationship management issues, global resourcing issues, and service level management issues.
- Collaborated with the State CIO and Agency CIOs to understand client issues and worked with Global IBM and Dell teams to implement solutions to address these issues.
- Traveled to India to address and resolve service delivery issues.
- Implemented a governance system to improve management capabilities and ensure effective oversight.
- Developed and implemented a reporting and measurement system, as well as a robust analytics program to drive opportunities for cost containment, improved customer satisfaction, and increased revenue growth.
- Managed the Dell Program Executive and Dell Global Services in their execution of contractual requirements.
- Directed service delivery teams in their execution of steady-state functions.
- Assisted transformation managers in achieving their project goals and deliverables.
Delivery Operations Project Executive / Strategy and Innovation / Account Operations
IBM Canada | SBC, Cingular, AT&T
Dec 2007 - Jun 2009
- Built the Annual and 3-Year Technology and Innovation plan by working closely with Client and IBM Teams (Account and Delivery) to identify revenue growth, cost containment, and delivery excellence opportunities.
- Developed and managed project plans for each initiative to ensure successful execution.
- Reviewed plan progress on monthly tactical calls with IBM and client teams to ensure alignment and progress tracking.
- Identified 2009 investment opportunities and budget requirements to support strategic initiatives.
- Developed an account innovation deck and presented it to IBM and client leadership to highlight strategic opportunities.
- Created robust business cases, including cost-benefit and ROI analysis, for each technology and innovation initiative.
- Cultivated relationships with internal and external teams (IBM and AT&T Research, Architecture, Product Development, Competency, and 3rd Party Vendors) to define opportunities and solutions.
- Collaborated with AT&T and IBM Research, Competency, and 3rd Party Vendors to identify and plan future projects and emerging trends.
- Architected the reporting and data infrastructure for the entire desktop account, enabling effective business intelligence capabilities.
- Reviewed the implementation of Virtual Worlds at AT&T to explore potential applications.
- Reviewed the possible use of video conferencing for training, meetings, outage handling, and customer-facing scenarios, using an Avaya/Polycom solution.
- Deployed SE-SI (Systems Engineering and Systems Integration) and SEMP (Systems Engineering Management Plan) methodologies on the account.
- Revised the Outage Management Process to improve efficiency and response times.
- Researched solutions for a global executive alert process to improve communication and response during critical situations.
Lead Global Delivery Operational Manager
IBM Canada | SBC, Cingular, AT&T, 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
Nov 2005 - Dec 2007
- Executed people management responsibilities, including PBCs (Personal Business Commitments), IDPs (Individual Development Plans), one-on-ones, department meetings, monitoring team's progress on key projects, managing resources, coaching, and resolving cross-departmental issues in collaboration with peer managers.
- Continually improved business unit's readiness for audits and peer reviews (e.g., business controls audits, SACA) by conducting health checks, internal reviews, and addressing findings and recommendations in collaboration with the Business Operations Manager.
- Owned and executed the business unit's Disaster Recovery Plan (DRP) and Business Resumption Plan (BRP) in conjunction with customers, industry participants, and internal stakeholders. Ensured plans were continuously updated to meet changing requirements and tests were properly executed and coordinated with all parties.
- Owned and managed the business unit's Change Management Process, ensuring changes were properly executed and aligned with business objectives.
Lead Service Delivery Manager
IBM Canada | Deutsche Bank
Nov 2003 - Nov 2005
- Executed people management responsibilities, including PBCs (Personal Business Commitments), IDPs (Individual Development Plans), one-on-ones, department meetings, monitoring team progress on key projects, managing resources, coaching, and collaborating with peer managers to resolve cross-departmental issues and make decisions.
- Improved the business unit's readiness for audits and peer reviews (e.g., business controls audits, SACA) by performing health checks, conducting internal reviews, addressing findings and recommendations, and coordinating with the Business Operations Manager on assessments.
- Owned and executed the business unit's Disaster Recovery Plan (DRP) and Business Resumption Plan (BRP) in collaboration with customers, industry participants, and internal stakeholders, ensuring plans were updated to meet changing requirements and tests were properly executed and coordinated.
- Owned and managed the business unit's Change Management Process, ensuring alignment with organizational goals and effective execution of changes.
Personal Computing Division / Strategic Outsourcing - EUS Roles
IBM Canada
Sept 1999 - Nov 2003
- Held various roles contributing to personal computing support and service delivery excellence.
Industries
Banking
Insurance
Manufacturing
Telecommunications
Retail
Public Sector
Real Estate
Hospitality
Technology Domains
Digital Workplace Services
Application Management Services (AMS)
Infrastructure
Cloud Computing
Enterprise Architecture
IT Service Management
Cybersecurity
Data Analytics
Certifications
Domino Application Development
ITIL Foundations
Generative AI Foundations
IBM Data Science Foundations
IBM Advisory Project Manager
Mastering Digital Transformation
Establishing AI Guardrails and Governance
Professional IBM Recognition
IBM Global Golden Circle Recipient
The annual Golden Global Circle is IBM's premier recognition event and is attended by the company’s highest-ranking performers.
Member of IBM’s NextGen Program
The NextGen program is an invitation-only program for a select group of employees who have been identified as top talent within IBM.
Member of IBM’s Executive Resource Program
The Executive Resources Program is designed to identify, develop, and prepare top leadership talent for key positions.
Member of IBM’s Nexus Council
Focus on retention and development of new employees within the 20–30 age bracket with less than 5 years of IBM experience.
Member of the IBM Executive Mentoring / Sponsorship Program
Selected by IBM HR to receive mentoring by a Senior IBM Executive.
Founding Member of IBM’s South Asian Networking Group
This 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 Services
Selected 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 Effectiveness
Selected by IBM HR to lead a panel to improve the effectiveness of Managers within the company.
Member of IBM’s Engagement Initiative – Addressing the Needs of Dissatisfied Employees Across IBM
Selected by IBM HR to review employee feedback and determine ways of improving employee satisfaction across the organization.
Member of IBM’s Top Talent Team Selected to Develop IBM Values
Selected by IBM HR to develop the IBM Values.
Member of IBM Visibility Minority Council
Selected to conduct a Canada-wide study of why visible minorities were unsuccessful in their pursuit of leadership and client-facing roles.
Awarded several top achievement awards for outstanding performance
Publications
Education
Bachelor of Aerospace Engineering
Ryerson Polytechnic University
Toronto, Ontario | 09/1991 - 04/1994