Betul Mutler

** **** ******, ***** ****

Toronto, Ontario M5A 3R3

416-***-****

E-mail: aboyd5@r.postjobfree.com

PROFESSIONAL PROFILE SUMMARY

As a Senior Management Consultant, Business Analyst/Business Architect, and Project Manager Betul has leveraged her skills in management, project management, process re-engineering (process design-development-implementation-improvement), organizational change, IT strategy, training, and Service Management to help organizations transform to be more efficient and effective and align to better serve the business. During her many years of IT experience, including 11 years with PWC and IBM, Betul has worked in various industry sectors including government, finance, media and utilities.

Betul specializes in Business Analysis, Service Management, and Project Management and has an advanced knowledge of the ITIL framework, Cobit, and Zachman. She is ITIL v2 Service Manager certified.

Betul has led numerous engagements focused on developing strategic business cases and implementing innovative service management solutions resulting in exceptional client satisfaction and the development of long term relationships.

AREAS OF SPECIALIZATION

Business Analysis/Business ArchitectureIdentify business requirements through interviews and facilitating workshops with stakeholders;Demonstrated experience developing business process models and business scenarios for as-is and to-be states;Experience in business process re-engineering and business transformation;Experience with the Zachman framework and developing conceptual, contextual, and logical artifacts;Extensive experience using swim-lanes for developing business process flow diagrams;Ability to effectively work/liaise with Enterprise Architecture groups (both at the cluster and corporate levels), Corporate Security, and Technical Architecture to pass Checkpoints 0, 1, and 2.

Project Management Comprehensive knowledge of the practices, procedures and principles of project management; Well-developed analytical and interactive skills to convey or present factual and conceptual information on issues, which require detailed explanation and interpretation;Well-developed influential skills to resolve distinct differences of opinion or approach;Able to promote and negotiate on the project’s behalf; excellent problem solving skills;Well-developed writing skills to prepare material where interpretation, analysis, assessment and/or creativity requiring the knowledgeable use of terminology and precise articulation of ideas or opinions are necessary to effectively communicate;Well-developed facilitation skills when leading workshops and conducting interviews, as well as strong interpersonal and communication skills when working in large teams or small work groups;Extensive experience developing project documentation such as Business Case, RFPs (Request for Proposals), Statement of Work, Project Charter, assessing responses to RFPs, etc;Working knowledge of Visio and MS Project and the MS Office Suite.

Service Management (ITIL) and Process ExperienceComprehensive IT Service Management and IT Strategy experience;Strong ITIL skills with a master level ITIL Service Manager certification;Experience in process mapping methodologies and practices;Experience in the review, assessment and ongoing evolution and improvement of processes;Extensive experience developing documentation such as such as ITIL process and procedures guides, IT service definitions, Service Level Agreements (SLA), Operational Level Agreements (OLA), creating templates for and developing operations documentation;Experience teaching both ITIL Foundation and ITIL Service Manager Certification courses, as well as other IT related training.

Core competencies include:

Business Analysis/Business Architecture ITIL Training (Development & Delivery)

Proposal Development – RFP, RFI, etc.

TRA (Thread Risk Assessment)/PIA (Privacy Impact Assessment)

ITIL / ITSM

ITIL Process As-Is Assessment/ To-Be Design IT & Bus. Stakeholder Mgmt Visio & MS Office Suite

EXPERIENCE

Independent Contractor (Incorporated) June 2005 - Present

Senior Management Consultant/Project Manager/Business Analyst/Business Architect - Key contracts include

MCSCS-Ministry of Community Safety and Correctional Services:

Justice Technology Services – The Centre of Forensic Sciences (CFS) Identified business requirements through interviews and facilitating workshops with stakeholdersIdentified and translated business requirements into specifications to guide COTS (Commercial Off-the-Shelf) solution identification, procurement, and implementation activities.Developed business process model using swim-lane diagrams and business scenariosUsing the Zachman framework, developed contextual, conceptual, and logical artifacts. Participated in developing Thread Risk Assessment (TRA) and Privacy Impact Assessment (PIA)Participated in developing RFP for COTS solution.

Justice Technology Services – Criminal Intelligence Services Ontario (CISO)As a Business Analyst worked on the modernization/transformation of the Confidential Informant Management process within the Criminal Intelligence Services Ontario (CISO).Identified business requirements through interviews and facilitating workshops with stakeholders and developed Business Requirements documentIdentified and translated business requirements into specifications to guide COTS (Commercial Off-the-Shelf) solution identification. Developed To-Be business process models using swim-lane diagramsDeveloped Business Case and Request for Proposal (RFP)Developed vendor response evaluation criteria.Communicated and liaised with business and IT stakeholders throughout the whole process

Justice Technology Services – Coroner’s Death Investigation SystemAs a Business Analyst worked on the modernization/transformation of the Coroners’ Death Investigation System (DIS) for the Office of Chief Coroner (OCC) and the Ontario Forensic Pathology Services (OFPS) in the Ministry of Community Safety and Correctional Services. Identified business requirements through interviews and facilitating workshops with stakeholdersIdentified and translated business requirements into specifications to guide COTS (Commercial Off-the-Shelf) solution identification, procurement, and implementation activities.Participated in process re-engineering and business case developmentLiaised with Information Management (IM) analyst to integrate IM requirements and best practices into overall business processes and use casesDeveloped as-is and to-be business process models using swim-lane diagramsUsing the Zachman framework, developed contextual, conceptual, and logical artifacts. Liaised with Cluster and Corporate Enterprise Architecture groups, Technical Architect, and Corporate Security to pass Checkpoints 0, 1, and 2. Participated in developing Thread Risk Assessment (TRA) and Privacy Impact Assessment (PIA)Participated in developing RFP for COTS solution.

Bank of MontrealReviewed the existing Facilities Management business processes, and establish a new, single, consistent RACI model (Responsible, Accountable, Consulted, Informed) for the Facilities Management business unit that can be used at all bank locations. Identified key business processes and developed specifications. Analyzed inconsistencies and document findings and provide recommendations. Developed business case for new model/solution. Facilitated stakeholder interviews and workshops to confirm information gathered and identify gaps and inconsistencies and confirm recommendations.Deliverables included Business Requirements documentation, Gap Analysis and Recommendations, New Model Proposal document.

CIBCContracted to identify improvement opportunities for the IMAC (Install, Move, Add, and Change) Request Management process and developed a strategy and roadmap for continuous improvement.

Toronto StarDefined, designed, developed and implemented the Change Management process, integrating it into the existing processes within the organization and the software development lifecycle, and ensuring Bill C198 compatibility. Worked closely with IT stakeholdersUsed the COBIT version 4.1 framework to establish controls within the process to satisfy Change Management related control practices. Deliverables included Project Outlines, Project Plan, developing the Process and Procedures Guide, Change Management Control Matrix document, Project Closure Reports, weekly project status meetings with Torstar senior management, developing training material and conducting process and tool training, developing a Communication Plan, and rolling out the Change Management process.

Bank of MontrealContracted to re-engineer the Major Incident Management process. Assessed the existing Major Incident Management process and defined, designed and implemented the new and improved process, integrating it into the existing Incident, Problem, Change, SLM and Availability Management processes. Established governance and developed organizational structureDeliverables included Project Outlines, Implementation Roadmap, Project Plan, and documenting the Process and Procedures Guide, Governance, KPIs (Key Performance Indicators), Integration with other related processes, Training Material, Communication Plan, Project Closure Reports, and weekly project status meetings with BMO management.

Bank of MontrealContracted to design and implement the Availability Management processDesigned, developed and implemented the Availability Management process, based on ITIL Version 3 and ITIL best practices ensuring that the business requirements/drivers of the stakeholders were taken into consideration. Established governance and developed organizational structure Deliverables included Implementation Roadmap, Project Plan, documenting Process and Procedures Guide, Governance, Staffing Requirements, Creation of an Availability Advisory Board and Availability Focus Forum (Steering Committee), Integration with related processes, Training Material, Communication Plan, Project Closure Reports, and weekly project status meetings with BMO management.

AvivaAs the Service Management Consultant this role involved participation in Aviva’s eCommerce program to evaluate and assess the Change and Release Management process integration points and strategic implications of the program on their current Change and Release Management processes and transition new eCommerce program to the operational production phase. Improvements to the processes were identified and strategic improvement recommendations were made.

AvivaLed the development of an RFP (Request for Proposal) to outsource selected IT services; Evaluated responses to the RFP, and participated in the selection process of the successful candidates.

Infrastructure Technology Services (ITS) (formerly the OCCSD (Office of the Corporate Chief Service Delivery))Provided subject matter expertise and process architecture skills in the definition and implementation of the Service Level Management and Incident Management processes as part of the OPS e-Government and consolidation project. Developed the processes, detailed roadmap, and training material, delivered training, and prepared a communication plan. Liaised with other client initiatives such as Change Management, Desktop Management, Security, Disaster Recovery, etc. ensuring alignment with other government areas such as clusters and ISERV Deliverables included developing the Process Guides, all related templates and documents (such as Internal and External Service Specifications, Service Catalogue, SLAs, OLAs, Escalation, Notification, Metrics, Prioritization, Service Categorization, Reporting, etc.), defining governance, roles and responsibilities, and facilitating process design and validation workshops.

CYSSC (Children, Youth and Social Services I&IT Cluster)As the ITIL/ITSM Subject Matter Expert (SME) provided consultation for the Problem, Incident, and Change Management process activities, including the development and review of process documentation, conducting training, and the planning and preparation of this cluster to transition to the OPS IT Service Desk and Desktop Managed Services.

IBM Canada – Project Manager / Senior Management Consultant Oct 2002 – June 2005

Key engagements include

The Economical Insurance GroupService Level Management Review: Assessed the client’s current Service Level Management (SLM) process and provided guidance so as to ensure that the SLM process was being implemented based on ITIL best practices and ensure that their customers’ requirements were taken into consideration. Reviewed the SLM documents that had been drafted, interviewed stakeholders (both from IT and the business), developed recommendations and developed implementation roadmap.ITIL Maturity Assessment: Led an engagement to perform a maturity assessment of the client’s current IT Service Management environment. Assessed the efficiency and effectiveness of their Service Management processes, identified gaps in the maturity of the IT services, and developed recommendations for improving identified IT processes.

PricewaterhouseCoopers – Management Consultant Nov 1996 – Oct 2002

Key engagements include

EnbridgeManaged the development of a Request for Proposal (RFP) for client’s e-billing initiative. Facilitated interviews and workshops with stakeholders, senior management, and working group to gather requirements for the utility’s e-billing initiative. Reported to the Business Sponsor and the Advisory Committee

Ministry of Municipal Affairs and Housing (MMAH)Organizational Change and Services Delivery Model Project: Managed IT Strategy project to develop a new IT Services Delivery Model, including developing new services portfolio, supplier management, setting up a services management group, and proposing a re-dressed organization. The objective was to align MMAH’s IT strategy to its business strategy.Identified project objectives, scope and requirements based on input from stakeholders and the project sponsor. This engagement involved conducting interviews, facilitation, running workshops, obtaining consensus and collaboration from multiple stakeholder groups and the client Steering Committee and proposing a potentially sensitive target service delivery model and metrics.

Ministry of Municipal Affairs and Housing Operational Review Project: Managed the assessment of an operational review report, which outlined issues and concerns of the IT organization with its clients (business areas). Facilitated interviews with senior client management identifying issues, assessing and confirming the findings and recommendations, providing and analyzing options, identifying sub-projects to implement the recommendations, and preparing a Terms of Reference document including objectives, scope and approach, project plan, dependencies, deliverables, resourcing, cost, critical success factors, and risk mitigation for each sub-project.

ICI Canada Dec 1985 – Nov 1996

IT DirectorManaged the consolidation/merger of 5 separate IT groups (from separate business units) into one single centralized IT department. Defined the services for the consolidated service groups, established a new organizational structure for the new consolidated department, resourced and then managed it. Established relationships with the various ICI business units, ensuring proper client relationships were formed and their needs and requirements were looked after. Established and negotiated Service Level Agreements.

Project Manager – IT and IS Outsourcing Assigned Project Manager to outsource all IT and IS services to a 3rd party vendor. Planned and organized the project schedule and team, worked with legal advisors, consultants and internal groups to identify possible outsourcing vendors, narrowing them down to a short list of vendors and eventually rewarding the contract. In the process held workshops and led the gathering of all requirements, developed the Request for Proposal (RFP), evaluated the responses to the RFP and qualified potential vendors, developed and negotiated a Service Level Management process and Service Level Agreements (SLA) with internal service providers and external vendors, worked with legal advisors to prepare the contract, oversaw the vendor due diligence process and participated in the negotiation process.

EDUCATION

Bosphorous University in Turkey - Computer Sciences degree (1977)

Formal Project Management Training @ PwC

Formal LOVEM (IBM's Enhanced Line of Visibility Enterprise Modeling) Training @ IBM (a methodology for business process reengineering (BPR))

PROFESSIONAL CERTIFICATIONS

ITIL Service Manager Certification (Master Level Certification)

ITIL Foundation Certification

Working toward PMP designation

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