Client Services Program Management
Resume:
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James Ochai
Project/Program Management (PMO), IT and Process Implementation professional with expertise in delivering and managing strategically important, innovative customer-centric projects...
Professional Profile
A seasoned Client Services delivery professional with extensive business and operational process improvement experience supporting Fortune 500 clients within the Satellite/Aerospace, Events/Tradeshows, Pharmaceutical/Healthcare, Finance/Banking, IT/Telecoms, Oil/Gas and the extractive industries.
With an MBA from the Rotterdam School of Management that provides me with a broader perspective on the impact of Technology on business, developing sustainable corporate strategy and business process engineering, I have developed expertise in various management domains such as Business, Enterprise IT & Client services delivery management with a focus on Business Analysis and Project/Program Management processes.
Core Competencies
Project & Program Management (PMO)
Incident/Problem/Change Management (ITIL)
Software/Product Development Lifecycle
Corporate & Business Strategy
Scrum/ Agile / Waterfall Methodologies
Lean IT (Six Sigma)
SaaS/PaaS
IT Service Delivery (ITSM)
Client Services Delivery
Professional Certifications
Information Technology infrastructure library (ITIL)
Microsoft Certified Professional (MCP)
Security + (COMPTIA)
PRINCE2 certified.
CWNA
CGP security clearance
PMP (Iin progress)
Business & Soft Skills
Excellent written, presentation and oral communication skills
Very strong customer service orientation and drive for results
Ability to present ideas in business and user-friendly language
Exceptional interpersonal skills, with a focus on team and rapport- building.
Proven analytical and problem-solving abilities
Negotiation, relationship management and influencing skills across CxO levels
Knowledge of regulatory compliance reporting standards: COBIT, PCI DSS, SOX, HIPAA, OHSA
Process engineering and design (LEAN)
Continuous process improvement methodologies (6-Sigma)
Technical Skills
Collaboration/Productivity Tools: - Scrum/Agile, MS-Office suite, MS Teams, MS Share Point, IBM SameTime, Cisco WebEx, Cisco Unified Communication (UCC), Googledocs, Jabber
Data Reporting: - Siebel CRM, Vantive, Tivoli, BMC Remedy, SAP CRM, ITSM, HP OpenView, IPCenter, JIRA, Primavera, Cherwell, MS-Project, SmartSheet, Wrike Project Management software
Information Security: - Firewalls, Intrusion detection systems (IDS), PKI/RSA, PCI, ISO 27001
Cloud Services: - Oracle, AWS, Microsoft Azure, Google, IBM SoftLayer
Virtualization: - VMWare, Virtual PC, Altiris, Citrix Enterprise, HyperV
Operating Systems, Email & Directories: - Lotus Notes, Linux, Cisco IOS, AD, SQL, NDS, Windows, SMS/SCCM, Office365/Exchange
Wireless/Mobile Technologies: - IEEE 802.11x, GSM, CDMA, TDMA, Home RF/WiFi/MiFi, Blackberry/BES
Telecommunications: RF communication, LAN/WAN, Satellite and allied technologies
Project Management tools (Waterfall and Agile): Wrike, Scrum, Kanban, JIRA, Confluence, Smartsheet
Work Experience
Employer: Telesat [Leading global satellite operator]
Job title: Project Manager/Program Lead: - (Sept 2021 – Date)
Provide a lead role in the execution of Service Operations specified in Network Service (NS) contracts, encompassing both new implementations and steady state customer moves, adds, and changes. Primary person responsible for defining operations requirements and responsibilities at the planning stage of business and infrastructure projects, facilitate communication and alignment between the Operations, Sales Engineering and Project teams during the service transition phase and perform post-implementation reviews, updated documentation, best practices, while simultaneously providing reliable and secure satellite-delivered communications solutions to Enterprise, Broadcast Telecommunications, Corporate and Government customers worldwide.
Key Responsibilities/Achievements
oActs as the honest broker in dealing with customer issues that balance customer contracted requirements, Telesat contracted obligations and Telesat’s overall company priorities.
*Customer base supported includes Bell Canada, Rogers, NWTel, Government of Canada, DND, NAVCAN, Shared Services Canada (SSC), Suncor, CIBC and Canada Post.
oStakeholder Communication and Coordination: Serve as a liaison between project teams, stakeholders, and leadership, facilitating effective communication and managing expectations.
oPerform Pre-Sale Network Service Costing, service and resource readiness, and provide inputs into Customer/Supplier Contract development.
oProvide Marketing and Product management Network Service costing for new opportunities and for all Network Services contract renewals.
oManages the working relationship with the customer, sales, engineering and operations teams, 3rd party suppliers and vendors to ensure the contracted services are met.
oProcess Improvement: Continuously evaluate and recommend improvements to project coordination processes, tools, and workflows to enhance efficiency and effectiveness.
oVerify all Network Services contractional responsibilities which include the product and resource availability and the ability to meet the Service timelines, SLAs, reporting, and any steady state maintenance and operational obligations.
oPurchase Req creations, Supplier supported negotiations with procurement and all affected parties.
oProject planning, implementation, Service management (IMAC and steady state operations). This includes collaborating with Scrum Masters and Product Owners to coordinate sprint planning meetings and sprint reviews, ensuring adherence to Agile principles.
oProject Control: Facilitate Client Delivery Management including but not limited to generating regular status reports and updates on project progress, milestones, and key performance indicators for management and stakeholders.
oCross-Functional Collaboration: Collaborate with other departments or teams as required to support inter-departmental projects and initiatives.
oMonitor Customer programs/requirements and ask for additional sales, engineering and/or management support when needed.
oInnovative Sustainability: Led the RFP process to select a certified vendor to support with modernizing, baselining and measuring Telesat’s greenhouse gas emissions footprint in line with international best practices. Solution was successfully implemented resulting in a 25% reduction in greenhouse gas emissions across its facilities in the US and Canada.
oTraining and Support: Provide guidance, support, and training to team members on best practices including Agile and Waterfall tools and methodologies including developing documentation and project artefacts for Program Operations
Employer: Vale [Global mining conglomerate]
Job title: Service Transition & Compliance Associate: - (July 2020 – Sept 2021)
Primary person responsible for defining operations requirements at the planning stage of IT, Business and Infrastructure projects, facilitate communication and alignment between the Operations and Project teams during the service transition phase and perform audits and post-implementation reviews, documenting lessons learned and best practices.
Key Responsibilities/Achievements:
oDefined requirements by preparing the Operations Impact Assessment in collaboration with the development team project manager.
oFacilitated communication between Project and Operations teams to confirm that all service requirements are reviewed and coordinated.
oIdentified reports and mitigated risks that may have jeopardized the successful transition of applications to production
oTracked development projects to plan and coordinates deployment requirement activities and assesses the overall impact on the operations infrastructure and support capacity.
oManaged the team's input in to tracking and reporting on effectiveness of the new service once in operational status over a measured time period to ensure that project deliverables met expectation.
oWorked with Change Management to set customer expectations for those impacted by the change, raising awareness of the business reasons.
oDefined and documented the objectives for the project; determined budgetary requirements, and the composition, performed audits, defined roles and responsibilities and terms of reference for the project team
oReported progress of the project on an ongoing basis and at scheduled points in the life cycle
oMet in conference with stakeholders and other Project Managers, coordinated Change advisory board meetings (CAB), reviewed project compliance and provided process improvement recommendations
oPrepared plans, charts, tables and diagrams to assist in analyzing or displaying problems; worked with a variety of project management tools
oReviewed Transition to Run documents, Doc Checklist’s, identified any Gaps/Risk prior to transitioning over to Operations.
oEstablished processes to ensure that the status of projects was communicated to internal stakeholders and customers
oDeveloped, maintained, and continually improved standardized work practices and processes that supported the deployment of applications to the production environment
oIdentifies trends, issues and risks to improve operational readiness activities, processes and advance planning
oIssue Resolution: Identified and addressed project-related issues, risks, and impediments in a timely manner, escalating to appropriate stakeholders when necessary.
oMet service delivery objectives and managed project and departmental activities within budgetary limits
Employer: Informa Exhibitions [World’s leading B2B & B2C trade shows and exhibitions organiser by revenue]
Job title: Project Manager/Trade Shows Technology Coordinator: - (Mar 2018 – July 2020)
Primary point-person responsible for planning, executing, and delivering IT projects on time, within budget, and in accordance with specifications.
Key Responsibilities/Achievements:
oManaged the entire lifecycle of the company's project portfolio, ranging from strategic planning initiatives to tactical activities.
oDesign, implement, and supervised the implementation of new system installations, modifications, and migrations.
oEstablished a Project Charter for each approved project, defining the projects goals, objectives, risks, assumptions, resources, work breakdown structure, milestones, and deliverables based on an agreed to Business Case.
oConducted cost-benefit analyses, risk analyses, and ROI calculations to determine project feasibility.
oPlanned and managed project activities throughout its lifecycle, including resource allocation, scheduling and budgeting.
oPlanned all project timelines, milestones, and deliverables using the appropriate software tools and/or PM methods.
oOrganized project teams into suitable workgroups and guide the teams throughout their efforts to produce deliverables according to specification.
oServed as a key advisor to all project stakeholders providing recommendations to process improvement, planning and best practices.
oNegotiated with other business units to obtain required skill sets.
oProvided main account administration for project management software (Wrike).
oEstablished and deliver mechanisms for tracking project progress to stakeholders via a formal communications plan.
oConducted stakeholder meetings in order to solicit feedback, input, and expectations; incorporate these into project plans.
oReallocated resources across multiple projects where necessary; identify and resolve any resource allocation discrepancies.
oProvided research and technology proposals utilizing show goals, strategies, practices, and projects.
oProduced regular reports (status, escalations, etc.) on the progress of projects and deliver to senior management regularly
oAccomplished project and show IT financial objectives by forecasting requirements, assisting in the annual budgeting process, scheduling expenditures, analyzing variances and initiating corrective action.
oProvided technological assistance before, after and during shows across US & Canada.
oPerformed vendor and account management activities for events, managing show tech equipment, registration and venue communication i:e financial assessments, process management, to support renewals process
oCollaborated with show operations to evaluate, analyze and consult on ticketing and flow of technological show areas.
oImplemented and maintained merchandise/POS systems i:e e-RegisterNow, EZPower POS, GrowTix.
oProvided internal technological training for all implemented projects.
oTracked all project costs to ensure completion within budget; procure extra budget funding where necessary.
oExecuted renewal contracts with vendors for products and services
oManaged cross-functional relationships with internal and external stakeholders
oIdentify and resolve conflicts within project teams and associate work; created contingency plans to mitigate risk.
oConducted project postmortems analysis to identify areas for improvement; make recommendations based on findings
oSupported Sales, Marketing and Customer Success teams for all technical, project and event related activities providing inputs into Business Case definitions and reviews.
Employer: Sienna Senior Living [Canada’s leading seniors’ community and healthcare service provider]
Job title: IT Project Manager: - [Contract (Aug 2017 – Oct 2017)]
Participated and lead the planning, implementation, and tracking of specific short-term projects (based on PMBOK and Agile methodologies) which have a beginning, an end and specified deliverables.
Key responsibilities/achievements:
oManaged key enterprise-wide (technical, digital and turnkey) projects in the range of $100,000 up to $1,000,000, utilizing industry standard project methodologies to lead the project team through the project lifecycle, responsible for ensuring project profitability, targets and utilization
oManaged the implementation of a website refresh and self-service password reset features for the Marketing team
oAssisted in the creation of all project documentation (Project Charters, Business cases, PID)
oDrive knowledge management throughout the organization fostering continuous improvement
oCollaborated with project and business division leads with a focus on engagement and co-design
oIdentify, track (RAID log), monitor and communicate project-related issues, scope changes, variances and contingencies that arose during the implementation and facilitate amicable solutions
oCreated and maintained project communication plans
oConducted project post-mortems, lessons learned sessions and post-implementation reviews
oIn tandem with PMO participated in budget creation and resource planning, tracked project resource and non-resource costs, project OPEX and CAPEX allocations, monitored project financials.
Employer: Roche [World’s leading pharmaceuticals and healthcare R&D Company]
Job title: Program Coordinator/IT Project Analyst (global compliance program): - [Contract (May 2017 – Aug 2017)]
As part of a global program, implemented, executed and delivered specific short-term projects i:e SharePoint deployment, CRM implementation and program compliance, etc. (Based on industry standard Agile, PMBOK and PRINCE 2 methodologies)
Key responsibilities/achievements:
oEngaged with project teams and key stakeholders to drive specific regulatory compliance-based projects - Performed administrative functions (presentation preparation, project charters, project tracking, and meeting minutes), work breakdown structures (WBS) and coordinated meetings with the steering committee and various stakeholders working on global programs. Facilitated meetings using Scrum/Agile methods.
oAnalysis of existing process flows and identifying process improvements for operational effectiveness
oIn tandem with program stakeholders reviewed project/program governance processes providing status updates within each phase gate, ensuring critical artifacts such as business cases, project charters, baseline plans, milestones, RACI matrix, KPIs, etc were aligned to key benefits in line with expectations described in the relevant business cases.
oDevelops compliance reports that detail non-compliances and assign prioritizations based for size, risk and impact. Work with project owners to recommend, develop and implement acceptable remediation plans
oWorked directly with 3rd party vendors and application teams to understand functionality exposed via APIs and define data mapping definitions including modelling business process flows and rules using various process modeling tools
oSupported the Global PMO and Program Managers providing guidance and change management within the Trial Master File group (In- house document process being rolled out throughout the organization)
oTasked with reinforcing the use of the new SharePoint document system and helping improve the change methodology, data governance and process on a global scale.
oManaged content uploaded into SharePoint including project plans, communication, templates, client stories and videos.
oProvided Program status updates, managed the Project Management Plans and provided inputs to the Project Charter. (Maintained RAID logs for risk and status updates)
oPrepared, managed budget spreadsheets and dashboards
oUtilised ERP/CRM tools (SAP) for accounts and asset management, tracking procurement, business and marketing analysis.
oUtilised project management and productivity tools: SharePoint, SmartSheet, MS-PowerPoint, MS Excel, GoogleDocs and MS-Project in documenting, collaborating and providing program/project updates to various stakeholders.
oMaintained knowledge base of claims adjudication principles and processes.
oFamiliarity with DICOM and HL7 standards
Employer: IPSoft/Amelia [The world’s leading enterprise autonomics company with a presence in 4 continents]
Job title: Project Lead, Service Transitions (Sept 2014 – April 2017)
Ultimately responsible for on boarding new clients and aligning project deliverables during global projects’ transition phase to meet the client's overall requirements and expectations.
Key responsibilities/achievements:
oBusiness Analysis: Interacted with clients end-to-end from requirements gathering phase to go- live, providing insightful analysis and recommendations with regards to stakeholder and solution requirements.
oProject Management/Coordination: Worked directly with the Service Transition Project Managers to ensure all project deliverables were set with accurate requirements and ETA’s using a mix of best practices i:e Agile/Scrum, ITIL, Six-Sigma, PMBOK/Prince 2 methodologies as standard practices.
This included **deployment of packaged and digital solutions in order to automate end-to-end tasks resulting in a reduction in meantime to resolution by more than 60% and a 35% improvement in operational efficiency** Tasks facilitated Service Readiness - This included detailing functional and non-functional requirement from stakeholders’ activities for newly on boarded clients
oKnowledge Management: Drive Knowledge Transfer processes and ensured all required SOP 's had been captured and deployed including defining and benchmarking of key performance indicators (KPI)
oAsset/Configuration Management: Ensured all required configuration items (CIs) had been discovered and integrated into the Configuration Management Database (CMDB)
oIncident, Problem & Event Management: Configured prioritization and queuing of incidents tickets along with the appropriate support mappings. Completed required deployment and tuning of monitoring events along with required root-cause analysis procedures. Mitigated incident escalations and proactive management of RAID logs.
oChange Management: Ensured standard and custom request-for-change (RFC) workflows had been defined and deployed. Coordinated CAB meetings providing risk/impact assessments upon the services that run on the infrastructure as defined in the SLA, and provided updates on performance, reliability and reviews on the business benefits as a result of the change management process
oStakeholder Management: Established Service Level Agreement (SLA) targets regarding availability and application performance ensuring adequate support were provided within regions. Leveraged key project artifacts including SOW’s, Requirements Documents, and go-LIVE agreements, that provided clear roadmaps for stakeholders from Kickoff through post-implementation
oContract/Vendor Management: Maintained strong business relationships with internal/external clients, partners and vendors. Managed contractual agreements providing a management reporting framework.
Employer: Liberty Global PLC [The world’s largest cable company with a presence in 14 countries]
Job title: Project Consultant – Capex Innovation Projects (Dec 2013 – Mar 2014)
As member of the Operational Effectiveness Unit performed detailed research and analysis of the organisation's capex projects activities with the aim of aligning them with industry standard best practices in order to enhance efficient capital expenditure throughout the project delivery lifecycle.
Key responsibilities/achievements:
oEvaluated project selection methodologies and budgeting modus operandi in line with Liberty Global’s capital expenditure maturity level.
oEnd to end project management providing valuable analysis of milestones reached within the gated process
oProposed and recommended short/long term strategic and tactical activities in order to increase capital allocation efficiency and enhance operational process improvements across the organisation and vertically integrated MSOs (Cable companies).
Employer: ExxonMobil – [World’s largest oil & gas conglomerate]
Job title: Project Associate (Business Partner)/PMO technical support coordinator (Jan 2009 – Jan 2013)
Consultant to global stakeholders of ExxonMobil as part of Company's multi-million-dollar global infrastructure consolidation project, integrating diverse information systems technologies with goal of creating leaner operations and enhanced user productivity.
Key responsibilities/achievements:
oAs part of global project team collaborated with other subject matter experts and developed more efficient and transparent processes (LEAN) saving the company about $500,000 in operating costs.
oConducted training, provided account management, support and stewardship to over 300 Canada small-office home-office (SOHO) users as first point of contact for business unit and escalation point for technical issues during the life cycle of the project
oCoordinated company-wide change management efforts towards cloud computing including but not limited to digital solutions, Office365 and SharePoint migration resulting in a hybrid topology of distributed servers comprising of physical and virtual (cloud based) systems.
Through the use of innovative compliance review methodologies ie: document assessments, key stakeholder interviews, and controls validation to determine compliance with project and program governance requirements
Education
Rotterdam School of Management, Erasmus University – Full time MBA (2013-2014)
University of Lagos – (BSc.)
Extracurricular Activities
Sponsorship/Marketing Coordinator for the RSM Alumni Sailing Regatta (Member of the prestigious MBA Sailing League)
Soccer Team Captain (RSM MBA soccer team
Received 20hrs of flight instruction as part of vocational private pilot's training program
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