CSM, SIAM, PRINCE*, ITIL, ITSM, Cloud, SAP BO XI
647 *** **** email@example.com https://www.linkedin.com/in/maloyc
A results oriented, adaptable and dedicated senior IT executive with over 20+ years’ experience in the business, finance, service and technology industries. Passionate about building high performing teams. Energetic and enthusiastic about people, process, technology and continuous improvement. Relentless in the pursuit of excellence and committed to providing seamless delivery of products and services. Demonstrated success in many areas including R&D, operations, business development and strategic planning. Brings strong technical experience to lead globally distributed and cross-functional multicultural teams in high growth competitive environments. Builds strategic partnerships and develops high performing leaders.
IT Technology, Infrastructure & Operation
Program Management & Governance
Business Transformation & Re-engineering
Operational Excellence (COE)
Service & Delivery Management (SIAM - SDM)
Leadership and Team Development
Process Improvement (SIAM)
Client & Vendor Management
Change / Intake & Demand Management
Program Manager July 2015 – March 2017
Hewlett Packard Enterprise, Canada
Managed multiple CRM applications and Infrastructure programs for CIBC in collaboration with HPE, Microsoft and IBM. These programs were initiated on 2015 aiming complete overhaul and modernizing applications and technology platforms across CIBC which will strategically transform the bank to maintain the leadership position in Canada. Both the programs followed Agile and Hybrid methods.
For CRM Practice, managed multi million-dollar budget where enterprise online sales appointment booking (OSAB) application has been successfully launched over 5000 branches with 22000 users and 3.5 million customer base covering multiple line of business (Online, Assisted, Self service, Credit Card, Mortgage, Loan and Digital Banking). Overall team size is around 100 covering Canada, USA, Costa Rica and India.
For Infrastructure Service transformation (ISaaS) where 2 data centers are being completely upgraded, migrated and expanded from IBM SAN to HPE 3PAR technology via SVC including managed and private cloud services.
For Backup and Restore as A Service (BURaaS) transformation where 3000+ multi platform servers will be completely migrated using Data Protector service from CIBC to HPE.
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• Leading the CRM program with global teams and driving effectiveness to excellence.
• Advocating the value of best practice and performance.
• Building relationship and influencing stakeholders, partners, Vendors and multidisciplinary teams.
• Effectively partnering and working with complex diverse data sets.
• Setting up complex, trigger based process and program across different channels.
• Defining, prioritising and leading business performance and customer insight.
• Having decision making implications extended to multiple functions and/or business for effective impact.
Program Manager January 2014 – May 2015
Managed multiple SIAM programs for Loblaw, PC Bank and Shoppers Drug Mart covering 40+ projects including SAP platform with a budget over 60 MM dollar and 70 multi-location onsite and offshore team size of 68 people.
• Managed and implemented SIAM Program management strategic and operational processes.
Managed multiple large, complex, multi-year full life cycle programs with SDLC/PMLC/Agile and Hybrid methodology covering areas like Technology and Application Service Management, Retail, Supply Chain, Loyalty, Security and Infrastructure across 70 locations in Canada and USA.
• Responsible for Service Integration And Management transformation/transition with Governance.
• Built the SIAM Target Operating Model, defined roles aligned with the relating functions.
• Managed and measured multiple vendors against their contract and SLA as per SIAM processes.
• Managed and implemented enterprise SIAM Program management strategic initiatives.
• Collaborated with Business, IT, Finance & PMO to ensure an end to end SIAM program delivery.
• Execution and reviews of the SAP program with the top executive through steering committee.
• Provide overall leadership consisting Program & Project Managers and PCOs.
Facilitates enhancements to Clarity PPM as SME for overall IT implementation.
• Coach, mentor and training team on SIAM, Agile and PM methodologies via Community Of Practice.
• Developed many repeatable processes that is a model for the delivery and execution.
• Accountable for the operations with a team assigned to Incident Management, Problem Management,
Release Management, Knowledge Management, and Change Management.
• Accountable for the implementing enterprise best practices, processes as well as strategic business development with full process documentation as per ITIL and ITSM methodology
• Awarded “Best Performer” for overall outstanding contribution in IT Program Management.
• Re-designed the Change Management & Work Intake process thus reducing process time by 50%.
• Re defined risks and Issues Management Process which helped overall project delivery with better
quality with 15% less time.
Successfully delivered “Mobile wallet” for PC Bank using latest Technology with a budget of over $12MM.
Senior Program Manager March 2008 – October 2013
International Financial Data Services, Canada
Took a leadership role to establish Corporate Program Management Office (PMO).
Led change to stabilize and optimize overall environment by developing and aligning policies, audit, standards and processes.
Ensured industry best practices were followed to deliver programs and projects.
Managed team of 40+ software development life cycle specialists, providing proactive leadership.
Coordinated overall delivery of 50+ projects in a year with a budget up to $20 million.
Owned Clarity tool and implemented PPM, Resource, Demand and Change Management.
Evaluated and executed strategic project with cloud technology.
Supervised infrastructure and R & D teams in developing innovative technology solutions.
Automated key functional processes such as: SLA reports, executive dashboard and call centre metrics
Identified business process gaps. Analyzed and researched root cause. Developed Accelerate Deployment Methods, which reduced time to market for clients with projects under 100 days.
Developed strong project governance structure which provided opportunities to plan and mitigate risks in advance, keep budgets under control and forecast efficiently. Improved advance decision making on critical issues, defining priorities and resource utilization.
Managed multiple large, complex, multi-year projects around Banking, Insurance and Mutual funds
across Canada, USA and Germany.
Received Best Technology Award from ICFA Canada and CIA USA for implementing most innovative touch screen classification technology in the financial services industry in North America.
Helped establish Corporate Program Management Office in 2 years.
Received many awards including employee of the month / year.
Senior Consultant February 2005 – March 2008
Mahindra Satyam Computer Services Ltd, Canada
Managed budgets up to $13 MM for Scotiabank. Managed customer relationships and project deliverables using onsite-offshore model with total team of 100+ people.
Planned, scheduled, monitored and delivered over 26 strategic projects under different application platforms covering loan, credit risk, fixed income trading, release management, enterprise repository and chip card system.
Established a centralized governance structure for projects which increased organizational focus for optimal project delivery and profitability.
Group Program Manager January 2002 – November 2004
MICROSOFT Inc., USA and India
Established 3 locations for Microsoft offices in India.
Managed the R & D organization in India with cross application support.
Managed budgets up to $20 MM to deliver applications out of USA and India.
Recruited and mentored 24 associates in multiple disciplines and developed their expertise.
Managed global team of 250 members
Developed and implemented large multimillion dollar key Microsoft products while managing 5 large vendors as development partners.
Launched M S CRM Web API as product across globe.
Developed and implemented Pricing and Estimation Tool for Global Microsoft. Profit for sales increased by 40%.
Director (IT) March 2000 – January 2002
DIGIPRISE INC, USA and India
Built web based CRM product which was implemented with several key clients in USA.
Developed and presented proposal, with CEO, and case study to acquire funding from Nortel Network USA. Secured $5.5 MM venture capital for future growth.
Led CMM Level 5 certification process. Achieved within one year.
Senior Manager (IT) January 1997 – March 2000
CITICORP Inc., India
Launched enterprise level custom solutions for mutual fund back office transaction processing for several fortune 500 organizations.
Developed and implemented secured imaging and scanning solutions for transfer agency back office business which decreased processing time and increased profitability.
Took leadership role with acquisition of mutual fund business from several key competitors.
Pyxis Technologies, India and Australia April 1987 – January 1997
Developed 3D crankshaft design for Mercedes Benz, General Motors.
Delivered wireless application protocol services which was used for Sydney Olympics. Project was recognized with a 2nd rank by NOKIA Inc. and awarded 1 MM.
Executed the first mobile billing module in Asia for Singapore Telecom.
Joined as Programmer and augured director position eventually.
Bachelor of Science
Post Graduate – IT
Post Graduate – Computer Science
Quality Management System
DBA-Sybase, Oracle & SQL Server
Microsoft Dot Net
SAP Business Objects XI
Best performer / Achiever (Several times)
Best Technology Award from ICFA USA / CIA
Designed 3D crankshaft for Mercedes Benz
Implemented first mobile billing module
Launched largest Sybase installation - Brunei
Implemented WAP services for Sydney Olympic
Developed Pricing & estimation tool Microsoft
Business Automation for Comprint – Germany
Launched Blackboard.com (Govt. Of Australia)
Launched Chip Card system for Scotiabank.
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