Service Delivery Manager

VICTOR QUAN

** ******* **., ***** ****, Ontario, Canada M3A 3K4

Telephone: 416-***-****, Email: *******@*****.**

I.T. SERVICES MANAGER & PROJECT MANAGER SUMMARY

• Over 20 years experience in leading managed services outsourcing,vendor and project management

• Single point of contact into managed services and responsible for customer relationship - customer satisfaction

• Experienced and seasoned problem solving skills to customer and internal delivery applications and infrastructure

• Produce and verify monthly service level performance (SLA), executive dashboard summary and billings reports

• Monitors and ensures contract performance of vendors and internal delivery teams to OLA and SLA

• Negotiates contract change orders, participates in master contract renewal and resolves grey area contract issues

• Chairs or member of IT governance including operational services, relationship and project steering committees

• Experienced presenter to senior customer on new business, operational change orders and operational issues

• Lead major incident outages, service improvement initiatives, process optimization reviews

• Lead reviews of post implementation change and major incidents and quality assures root cause report (RCA)

• Outstanding people manager skills including appraisal and career development of 4 to 33 direct reports

• Managed direct or matrix cross functional delivery teams located on/off shore teams both union and non-union

• Final sign off authority for RCA reports, annual disaster recovery report, changes to production

• Excellent track record delivering projects on-time and within budget as Project Manager

• Experienced in Project Management Planning, Control and Reporting, including all artifacts: Charters, Project Plan & Work Breakdown Schedules, Risk and Gap Analysis, Metrics & Measures, Change Order Management, Test Plans and Project Closure and Lessons learned presentations AREAS OF DEMONSTRATED EXPERTISE

( Service Delivery and Support - Leadership - People Management - Project Management )

• ITIL Foundation v3 certified combined with best practice service management process experience

• Project managed the OPG asset refresh of ~3,000 infra-structure devices including PBX, Wintel and Unix Servers, Windows Desktops

• Coordinated the completion of major IT problem-change process audit resulting in service improvement initiatives

• Received country VP commendation for creative problem analysis leading to follow on action plan to OPG executives

• Successfully verified billing ($xM) challenges to Service requests charges and credits to OPG Windows upgrade project

• Customer commendation from OPG for leading successful IT management of Pickering Vacuum building project

• Created a standard template for major incident communications improving information quality and dissemination

• Worked with customer and internal service lines to identify risks to obsolete applications software and software licensing compliance

• Step up to organizational vacancy roles as Account sales member and Director of Service Delivery

• Nominated to and completed Capgemini leadership development program

• Successfully project managed the test plan execution for two CIBC upgrades of its Trade Finance application

• Recognized by IBM for project planning in the network campus conversion to standard IBM approved manageable devices, ATM core switches

• Maintained high customer satisfaction and SLA attainments at IBM clients including, Bank of Nova Scotia, CIBC executive support, Nissan Canada, Ministry Economic Trade & Development, Sobeys

• Amethyst award nominee for outstanding service in public sector in development of the Attorney General website

• Successfully reorganized the team to meet FTE cost challenges at IBM and Capgemini while maintaining sat ratings PROFESSIONAL BACKGROUND

VOLUNTARY PARENTAL LEAVE and INDEPENDENT CONSULTANT 2016-Present CAPGEMINI CANADA, SENIOR SERVICE DELIVERY MANAGER 2007 – October 2015

• Responsible for operational delivery of applications and infrastructure valued at $100M contracted services to the

• customer; Ontario Power Generation (OPG)

• Act as subject matter expert in understanding customer business and communications related to OPG's 13,000 seat infrastructure and applications 24x7x365 environment including Helpdesk, Windows Desktops; IMAC, Break-fix, Mainframe Server, Virtual & Physical Servers, Network appliances, Enterprise storage, Cyber Security, Disaster Recovery readiness, Asset Management, and supporting tool sets and ERP (HP Openview, Tivoli, Remedy, McAfee Enterprise, Oracle, Websphere, SAP, SharePoint, Passport, Primavera, MS Office)

• Drives all delivery teams to perform to ~60 SLA,SLO, OLA and ensures process compliance and quality expectations

• Has working understanding of the inter-relationships of ~20K asset items, ~600 servers and 800 legacy applications

• Monitored customer satisfaction through metrics reporting, performing data trend analysis

• Installed operational governance with bi weekly direct report meetings, monthly service meetings including internal

(Custom apps, Server, Mainframe, Helpdesk, Project, Deskside, Facilities, Service reporting group, Network operations, DBA) and vendor partners (CIO, Energy Markets, Hydro One Telecom, Bell, Tbay tel)

• Drives service improvements within internal 3

rd

party vendor agreements through monthly service reviews

• Resolves contract disputes relating to operational service escalations and RACI responsibilities

• Conducts service improvement workshops to address significant operational delivery issues or major escalations

• Final sign off authority on behalf of application and infrastructure projects into steady state production

• Participates in Change Advisory Board (CAB), Customer Service and Account Management steering committees as an advocate for both customer (Voice of Customer) and Capgemini interests

• Security approved to work on Nuclear plants and maintained Orange badge qualifications via continuous safety training

• Successfully lead and organized IT project to support Vacuum Building Outages at Pickering & Darlington nuclear stations

• Creates presentations to senior customer including service improvement initiatives, communicates to executives during and post major incident issues and creates the annual customer satisfaction report to ~200 mid-senior managers at OPG

• Negotiated contract change orders and participated in two successful master contract renewals

• In the absence of the director, acted as Service Delivery Director directing all activities of Service Management department including a major contract renewal/ bid. Seconded to Account sales team as temporary back fill

• Develops annual staff development plan, executed succession development plans

• Inputs into performance appraisal (360) of all service delivery staff in OPG contract MERIDIAN CREDIT UNION, NETWORK OPERATIONS MANAGER (CONTRACT) 2005 – 2006

Managed the Network Operations Centre 24x7x365 (NOC), operations team and vendors of the financial production environment

Oversaw the Internet Banking, Branch Banking infrastructure, all ATM, POS services and internal office systems.

Ensured high availability of two production data centres running 24/7, by managing internal and external service providers to the transaction switching and ABM processing including; CGI/Everlink, Interac, CUCBC, CUCO, MasterCard, Telus, Bell, IBM, Diebold, Securicor, Chubb.

Supervised network operations reporting staff in multiple locations

Led the CAB reviews and owned the change management process for corporate technology CIBC, TEST PROJECT MANAGER, CREDIT APPLICATIONS PROCESSING SERVICES (CONTRACT) 2003 – 2005

• Developed the master test strategy and managed the execution of the Trade Finance/Letters of Credit application project

• Oversaw quality assurance in all phases of the test plan including unit, systems integration, regression and UAT

• Approved the test methodology by evaluating and identifying test plan risks and mitigation strategies of the project

• Created test plans and processes for variance, change management, metrics measurement and reporting processes

• Ensured test functionality matrices and test cases are developed, documented and addresses the business requirements

• Verified all module exit criteria were met and mentoring CIBC test team

• Led the delivery of an application compliance with Swift 2001 using MT103 message type and MQ series infra-structure

• Owned resolution of all variance issues to stakeholders, partners and project team to obtain sign-offs

• Resolved project issues reporting to CIBC senior manager, department heads and project steering committee members UNIVERSAL STUDIOS CANADA, UNIVERSAL MUSIC GROUP (CONTRACT) 2003

• Led the planning and deployment of desktop refresh project for the Universal Music Group

• Ensured the secure disposal, return and coordination of lease equipment from Canadian customer locations

• Created the communication plans and managed all issues directly with project stakeholders & corporate sponsor

• Oversaw the creation of project documentation and knowledge hand off at project completion

• Directed the work activities of an eight-member technical team and remote staff assigned to the project

• Quality assured the development of a Windows base image for Universal Music Canada including software add-on PAST EMPLOYERS

PEGASYSTEMS, Project Manager (full time)

IBM CANADA, Senior Manager Commercial Desktop and Internal Server & Network Support (full time) MINSTRY OF THE ATTORNEY GENERAL, Manager Desktop and Server (full time) EDUCATION

UNIVERSITY OF TORONTO, Bachelor of Commerce Degree PROFESSIONAL DEVELOPMENT

ITIL Foundation v3 certification

Capgemini advanced leadership program

Capgemini Service Delivery Management Level 2 certification IBM major incident certification

IBM Front Line Leadership program

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