Management Manager
Resume:
Giuseppe Sgandurra
********@*******.***
*** *** ******* *****, ******, ON, L1R 2S5, Canada
http://ca.linkedin.com/in/josephsg
A dedicated, results-driven IT professional with over 25 years of experience working for and with Fortune 500 companies. Expertise in optimizing business operations and managing customer relationships at the executive level. Career-focused with a passion for technology. Highly motivated performer delivering exceptional results. Proven ability in leading teams, projects and technical implementations. Departmental and managerial leadership and team building experience. Exceptional communication skills; a natural public-speaker. Extensive background in infrastructure architecture, consulting, support, operations, Cloud / Data center services and IT training.
Skills Highlights:
Leadership: Data Center/Cloud Operations Management; Customer Support Services Management; Infrastructure Consulting Services Delivery Management; Program Development and Delivery Management; Off-Shore Services Delivery; Project Delivery Management; Talent Management; Training and Skills Management; Vendor Management; Senior Leadership Advisory Services; Technical Sales Support; Engagement Management; Initiative/New Service Development; Client Relationship Management; Business Development; Service Integration; Vendor Mansgement
Experience across Canada’s Fortune 500 customers, delivering on their IT needs - Financial Services, Energy, Telco, Public Sector, Transportation, Medical Services, Retail and Manufacturing businesses.
* Business Strategy * Business to IT alignment * Desired State/Envisioning * Project/Engagement Management
* Infrastructure and Operations Delivery expertise * Problem Management/Critical Situation Management
* Lifecycle Planning and Management * High degree of Business Acumen * Business Development * Pre-sales and post-sales consulting * Client Relationship Management * Strong documentation skills * Strong interpersonal and communication skills * Experienced Global Delivery Management * People Management * Strong leadership skills *IT Service Management Subject Matter Expert * Organizational and Operational Continuous Process Improvement
Professional Experience:
Loblaw Companies Ltd.: Brampton, ON
Sr. Manager, Centre of Excellence – Service Integration And Management 2/16 – Present
Oversee all SIAM accountabilities (defined in previous role)
Assess all Service Delivery initiatives with managerial oversight of specific and strategic / enterprise projects
Review all Service Delivery processes (Portfolio, Change, Incident, Problem, Release, Supplier Management) and identify existing gaps
Define, implement and manage cost effective Service Improvement programmes
Provide senior IT leadership with Service Quality reports
Benchmark delivery teams and vendor performance
Define and implement Service Innovation to meet both immediate and future needs
Assess and improve existing process and governance models including enforcement
Maintain ownership and oversight of principle outsourcer’s deliveries and accountabilities
Measure performance against established metrics and contractual SLAs / KPIs of all vendors
Define, create and manage Service / Vendor Dashboards
Support Loblaw’s business objectives across various IT initiatives delivered by internal and vendor teams
Provide ROI and TCO assessment of vendor solutions and deliveries
Continuously research, identify and implement Best / Commonly Accepted Practices as appropriate
Interface with various IT teams (Architecture, Solutions Design, Delivery, Support, PMO, Infrastructure, etc.)
Sr. Manager, Service Integration And Management (SIAM), Project Delivery 9/15 – 1/16
Define, design, implement, and support SIAM project delivery
Management and oversight of multiple projects and phases supporting SIAM services
Gather and create business and user requirements
Assess IT Service Improvement benefits
Escalation point for vendor delivery
Support Senior IT leadership with ad-hoc reporting and analysis
Analyze and manage SIAM delivery budget, schedule and scope
Create, manage and deliver the Organizational Change Management (OCM) plan and participate in OCM forums, as required.
Manage the delivery of SIAM strategic initiatives - drive stronger Incident Prevention; timely Incidents Resolution
Accountable to develop Shift-Left approach for Incident and Problem
Define and develop Information Technology Operational Analytics
oAnalyzing Major Incidents, Root Cause Analysis and assessing capabilities for improvements,
oImprove IT service to the business
oImprove IT efficiencies
Navantis Inc.; Toronto, ON
Director, Service Delivery and Excellence, Managed Services 5/2013 – 5/2015
Provide leadership and vision for the IT department include strategic planning of information systems
Develop strategic direction for the IT Service offerings including onboarding, sales and marketing plans
Direct all datacenter and supporting system deployment and maintenance including all managed client systems and environments
Created/negotiated/managed, SOW’s, Support Agreements, Hosting Agreements, Cloud Services Agreements and associated SLA’s
Manage IT training for IT staff members and client training
Create operational policies, procedures, standards, guidelines and best practices using ITIL framework
Recruit, hire and train IT support, consulting and operational staff
Direct department meetings with staff leads and managers to ensure continuity of information systems support and goal attainment
Accountable for project completion by ensuring resource coordination; client timetable; consultants and data center support staff availability
Provide direction for a global team of eighty four support and delivery professionals
Providing operational advisory services to large corporations, improving their IT operations execution
Create financial forecasts, expenditures and annual budget
Accountable for Practice P&L
Assess new innovative technologies, mission critical systems, security, communications and business continuity
Identify new business opportunities based on evolving technology trends
Accountable for all C-level project escalations
Oversee external partnerships
Manager, Service Delivery and Support 8/2012 – 5/2013
Manage datacenter and supporting system deployment and maintenance including all managed client systems and environments
Create operational policies, procedures, standards, guidelines and best practices using ITIL framework
Provide Project Management services for large infrastructure and software solution deployment projects
Oversee operations and support activities for all Navantis’ Managed Services clientele
Manage Infrastructure Consulting and Delivery team
Manage Customer Support teams
Providing operational advisory services to large corporations, improving their IT operations execution
Negotiate SOW’s, project deliverables, WBS, schedules and all aspect of Managed Services project deliveries.
Microsoft Canada Inc.; Mississauga, ON
Sr. Consultant – IT Operational Consulting 1/2011 – 7/2012
Contributor to Microsoft operational tool deployment, deigned to assist enterprise customers with Microsoft software solutions’ operation and maintenance guidance, processes and procedures
Canadian process lead for server virtualization strategies, including compete, plan, deploy and support solutions for customers
Involved in strategic business to IT alignment
Consulting on Service Integration initiatives
Assisting customer in developing Outsourced Vendor Service Integration Management
Providing operational consulting to large corporations, improving their IT operations execution
Providing technical, process planning and guidance to customers
Enabling IT delivery management through tooled solutions utilizing Microsoft System Center products
Analyzing customer operations and support operational process and to determine potential efficiency and cost improvements
Implementing best practices and compliance, using ITIL and MOF frameworks
Assisting customers to define and implement SLAs, OLAs, KPI’s, CSF’s to achieve superior delivery
Identifying areas for procedural improvements and implementing appropriate action steps towards goal attainment
Principle Technical Account Manager 9/2003 – 1/2011
Lead role in supporting multiple large Financial Industry customer(s) (Scotiabank, BMO, ManuLife, RBC), with all their Infrastructure, software and operational support requirements
Answering technology questions from VP and SVP level as well as client technology leads
Identify, resource and oversee appropriate Microsoft experts to deliver on all support and consulting opportunity identified during normal operational activities
Act as client’s advocate within Microsoft organization – Deliver Client Relationship Management needs
Represent customer in multi-vendor Service Delivery model
Analyzed customer operations and support processes, to determine potential efficiency and cost improvements.
Provided technical, process planning and guidance to customers
Subject Matter Expert for development, implementation and training regarding World Wide Services tool set for consulting and support services contract creation, management, negotiation, time tracking, customer billing, etc.
Ensured ongoing, transparent communication with CIO/CTO/Sr. Management/internal and external key stakeholders
Principal contributor of Technical Leadership Council, determining direction and process utilized within the Services organization in Microsoft Canada
Involved in determining and implementing the Microsoft Canada Premier strategy at a regional and national level
Customer support advocate; Primary voice for customer during critical support issues requiring escalation within Microsoft organization, including presentation and communications with senior executives and management
Critical Situation Management; primary conduit for all resource deployment, activity, action plans
Assisted customers in determining necessary service level targets
Ensured ongoing operational function in global environments while balancing ongoing maintenance and new project implementation(s)
Driving operations to meet business objectives
Mentoring junior team members
Career Advisory Board (CAB) panelist; reviewed Microsoft Services employee for career advancement readiness and propose recommendations for career development and next steps for individuals presenting
Technical Advisory Board (TAB) panelist; reviewed technical competence for candidates coming to CAB
Problem Management; ensured proper execution of activities to determine root cause, trend analysis, and mitigation/avoidance steps, introduced procedures, as needed
Role Readiness Team; leadership role, in collaboration with team to determine readiness needs for TAM role
Contributed in World Wide implementation of next generation incident management process and tool set
Sr. Technical Account Manager 1/2001 – 9/2003
Hired as a Dedicated Technical Account Manager assigned to one of Canada’s largest five banks; 100% allocated to a single client as their Support Advocate
Worked with Outsource Provider to ensure Support Service Integration activities were defined and delivered across multiple vendor solutions/scenarios
Provided five years of advice and oversight for infrastructure support consulting needs with all their enterprise and global infrastructure, software, operational and support needs
Act as customer’s voice during critical support issues requiring escalation within Microsoft organization, including presentation and communications with senior executives and management
Analyzed customer operations and support process to determine potential efficiency and cost improvements.
Ensured regular communication with CIO/CTO/Sr. Management/key stakeholders
Ensured continued operational function in global environments while balancing on-going maintenance and new project implementation(s)
Managed client “war-room” situations
Incident Management; ensured all necessary resources are engaged in a timely fashion
Ensuring positive account growth, moving from one (1) committed FTE to two and one half (2 ) assigned FTE resources
Internal Contributions:
oMicrosoft Critical Situation Management; primary conduit for all resource deployment/activity/action plans/etc.
oTechnical Analysis; strategically analyze the risk, benefits, and opportunities of various services and solutions on a regular basis
oDelivered MOF training for every TAM in Canada. Achieved average 80% pass rate on first attempts
InQuent Technologies Inc.; Toronto, ON
Microsoft Technology Architect 6/2000 – 12/2000
Involved in strategic business to IT alignment
Architecting, designing and configuring a hosted email solution to become a business line, targeted from a starting point of 500,000 subscribers with growth to several million
Extended and supplied email hosting for small, medium and large corporations, as well as private individuals and resellers
Isolated each customer’s data into separate address books and maintained the data
Ensured software compliance requirements and licensing needs
Evaluation of technical staff and development of training profiles
Promethean Consulting; Toronto, ON
Sr. Consulting Architect 4/1998 – 6/2000
Provided technical and process planning guidance to customers
Drove operational improvements to meet business objectives
Implemented messaging platform upgrade
Managed messaging delivery team, serving provincial government agency with 35,000 mailboxes
Designed directory data migration solution for agency
Mentored junior team members
Problem Management; ensured correct activities were executed to determine root cause, trend analysis, mitigation/avoidance steps, and which procedures needed to be introduced
triOS Training Centers; Mississauga, ON
Manager 7/1996 – 4/1998
Managed 35 Microsoft Certified and SCO Certified UNIX instructors
Interviewing, on-boarding, career development and terminating staff, as needed
Developed and delivered curriculum
Owned budget for the training department
Oversaw instructor career development, training and planning for all instructor staff
Price Waterhouse Coopers (Formerly Coopers Lybrand); Toronto, ON
Instructor/ Trainer (Contract opportunity) 1994 - 1996
Developed and delivered training curriculum for COTS and custom computer software packages
Delivering one-to-one solution training and incident resolution for senior executives and Partners
Key technical and knowledge resource for Senior Partners
Awards and Recognition:
Recognized as ITSM Hall of Fame “Thought Leader” by Info-Tech for May 2015.
Recognized as Subject Matter Expert (SME) by Microsoft Canada for IT Service Management Processes.
Recognized as one of two key external resources by CIO of Scotiabank, in their Data Centre General Assembly.
Recipient of 4 Microsoft “Great People, Great Performance” awards by Microsoft Canada Inc.
Nominated and Awarded Subject Matter Expert for internal and IT based processes, Microsoft Inc.
Part of the Microsoft Services Steering Committee for IT Operational Excellence.
Recognized as SME regarding IT Roles and Knowledge Management (RKM); Microsoft Inc.
Education and Training:
Bachelor of Arts; York University; Toronto, ON; 7/1987
ITIL v3 Expert Certification; Pultorak, Loyalist College, 6/ 2011
ITIL Service Masters; ITIL Certification Management Board; 1/ 2004
Certified Technical Trainer; CompTIA; 9/2000
Microsoft Certified Systems Engineer; Microsoft; Mississauga, ON; 9/1997
MOF Certified Trainer; Microsoft Corporation, Seattle, WA, 2009
Management Training; Microsoft Canada – Internal Training; Mississauga, ON, 2009
Critical Problem Solving Identification, Resolution and Technical Approaches, Microsoft Canada – Internal Training; Mississauga, ON, 2008
Annual re-certification of several internal accreditations since 2006, including;
oIT Operations Excellence
oService Management Assessment
oSoftware Update Management
oService Improvement Program
oService Level Assessment
oDesire Configuration Management
oRoles and Knowledge Management
Technology Summary:
Familiarity with the implementation and operation of the following technologies:
oWindows Operating System (client and server)
oWindows Active Directory
oOffice 365
oMicrosoft Dynamics CRM
oMicrosoft SharePoint Server
oMicrosoft System Center (SCCM, SCOM, SCSM)
oMicrosoft Exchange Server
oMicrosoft Office Suite (Word, Excel, PowerPoint, Outlook, Visio)
oMicrosoft Project
oMicrosoft Hyper-V
oLAN / WAN
oCLM systems
oRemedy (ITSM)
oSAP Business Objects
oRSA Archer
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