IT Manager / Service Delivery Manager / IT Project Manager

CHRISTOPHER DAVID

Burlington, ON Cell: 1-905-***-**** Email: *********@*****.***

PROFILE

Senior IT Services Manager with an extensive technical background and proven project management skills. Inclusive leadership approach with a successful track record of building high performing teams and fostering a culture of togetherness.

Innovative Leader, strong interpersonal skills and ability to build effective relationships with internal business partners and external vendors.

Strategic planner with the ability to align with organizational goals and manage both short and long term objectives

Experience supporting multiple industries including Retail, Health Care, Telecommunications, Oil and Gas, etc. to name a few.

Bilingual in English and French languages

HIGHLIGHTS OF CAREER ACCOMPLISHMENTS

Deployment project coordinator for migration of 100,000 clients from XP to Windows 7

Activity leader for global organizational changes in large retail enterprise

Project manager for implementation of service desk for Cancer Care Ontario

Project manager for IT buildups in big box retail stores in North America

Small business startup of gaming and IT service business

Milton Heights Racing Club “2014 Spirit award” and “2015 Coach of the year”

PROFESSIONAL EXPERIENCE

IKEA IT AB 2002 – 2015

Large Swedish global retail leader with over 150,000 coworkers with locations in most developed countries around the world. I started out responsible for IT support in Canada, and evolved to being globally responsible for the support of IKEA’s IT Infrastructure service deliveries.

Infrastructure Support Manager (2007 – 2015)

Matrix leader for Global Infrastructure Support team. Team of 14 coworkers, dispersed in 8 sites globally. This is a 1.5 level team, responsible for support and implementation of infrastructure services. Primary service areas include Windows, Network (LAN, WAN, Wireless, Remote), thin and virtual clients, Apple clients, Mobile clients, etc. This also includes management of Application Delivery activities and projects.

Analysis of Infrastructure services, ensuring that promised support commitments are met and or exceeded

Recruitment and development of support specialists to build up an effective Global Infrastructure Support team.

Facilitate team building workshops, strategic planning, and operational process improvements for Global Infrastructure Support team.

Lead incident management, knowledge management, and problem management of infrastructure service areas to ensure a continuous service improvement model is adopted and functioning contributing to delivering desired service levels.

Establish Knowledge Centered Support principles that encourage Self-Service and Automation resulting in incident deflection and enabling support efficiency.

Drive cross-functional operational efficiency changes, leader of requirements workshops and perform case studies to evaluate new support tools in order to contribute towards future organizational demands

Manage global infrastructure deployment projects by securing methodology, stakeholder communication, project resources, project scheduling, risk management and support knowledge resulting in successful implementation.

Ensure the 700+ coworkers in support teams have the knowledge and tools to effectively support the Infrastructure needs of the 150,000+ coworkers.

Team Manager in North American Service Desk (2005 – 2007)

Management of 9 coworkers within North America service desk. Responsibility included management of “Desktop support” as well as NA distribution services helpdesk teams.

Matrix steering of approximately 40 local IT support personnel at 7 IKEA distribution centers, and 40 retail locations across North America.

Project management for Infrastructure deliveries and IT buildups for IKEA stores.

Hiring of staff, performance reviews, strategic planning, enforce / establish department standards.

Support IKEA Canada with IT Management including IT Budget input towards annual Business Plan

Regional PC/NT Support Supervisor, Canada (2002 – 2005)

Management of 2 coworkers within Canada’s PC and NT Support team. Responsibility included management of “Desktop support” and Network Administration of IKEA Canada’s Windows Infrastructure and client applications.

Matrix steering of approximately 10 local IT support personnel at 1 IKEA distribution centers, and 11 retail locations across Canada.

Project management for Infrastructure deliveries and IT buildups for IKEA stores.

Hiring of staff, performance reviews, strategic planning, enforce / establish department standards.

Support IKEA Canada with IT Management including IT Budget input towards annual Business Plan

AINSWORTH ELECTRIC (Communications Services division) 1997 – 2002

Technical Service Manager

Operationally Responsible for delivery of Citrix and Microsoft service offer

Managed team of Field Support Specialists

Project Manager and senior systems engineer for Citrix and Microsoft projects.

Sales engineering including pre-sales support, drafting proposals, and secured accurate costing.

Implementation and management of Service Desk and Onsite Support service for Cancer Care Ontario

IT Design, build and support of P.A.C.T. program field office for Joseph Brant Hospital

Network Administration and onsite support at Toronto Sunnybrook Regional Cancer Care center

GAMING AND IT SERVICES BUSINESS 1995 – 1997

CEO / President

Developed Business Plan, secure investors, bank loans, lease, etc.

Managed establishment of gaming and IT services business

Performed various small business management duties

Sales and Management of IT services

GLEN EDEN SNOW SCHOOL 2012 – Present

Racing Coach and Ski Instructor

Develop athletes of all ages and levels, improving their confidence and skills in the sport of alpine skiing

EDUCATION

CAPM (Certified Associate in Project Management) certification, PMI, 2015

Six Sigma Black Belt Professional certification, MSI, 2015

KCS (Knowledge Centered Support) Principles certification, HDI, 2014

PPS (Practical Project Steering), Teito, 2010

ITIL v3 Foundations certification, Global Knowledge, 2008

Leadership Development Program, IKEA, 2007

Computer Foundations certification – Sheridan College, 1997

Computer Systems and Design (completed 1yr) – Sheridan College, 1996

Electronics Engineering Technology (completed 2 yrs) – Mohawk College, 1995

COMMUNITY INVOLVEMENT

Downhill skiing instructor / coach, 2012 – Present

Volunteer competitive swimming official, 2013 – Present

School parent council – École Renaissance, 2009 – 2014

Parent volunteer – Milton Heights Racing Club, 2009 – Present

Soccer coach – BYSC, 2010 – 2012

INTERESTS

Passionate about instructing and coaching the development of athletes in the sport of alpine skiing during the winter. During the warmer months, exploring the great North American countryside on camping trips with my family. Other interests include swimming, cycling, running and golfing.

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