Senior Program & Operations Leader, Enterprise Software
Resume:
Oudit (Jim) Ramlall
************@*****.***
Brampton, ON
Career Summary
Seasoned Implementation and Operations leader with deep expertise in client onboarding, platform implementation, and enterprise software delivery across all functional services environments. Known for directing complex, highimpact programs that drive organizational scale and operational excellence across clientfacing and crossfunctional teams. Brings strong private markets domain knowledge, exceptional stakeholder management capabilities, and a proven track record of delivering enterprisewide initiatives from strategy through execution.
A strategic and resultsdriven leader with a proven track record of building and scaling support organizations across all channels—including Customer Success, email, chat, phone, and inapp support. Demonstrates operational excellence by integrating people, processes, and technology to deliver measurable outcomes for clients and the business, while mentoring and developing highperforming teams in fastgrowing environments.
Professional Experience
Manager, Business System JAN 2022 – Present
Dealer-FX
Administered and optimized enterprise business systems (CRM, ERP, CSM platforms), ensuring system reliability, performance, and alignment with organizational objectives
Led end-to-end system implementation projects, coordinating cross-functional teams across IT, operations, and business units to deliver on time and within budget 4+ years
Evaluated, selected, and onboarded third-party software vendors, managing contracts, SLAs, and ongoing vendor relationships
Identified and eliminated operational inefficiencies through process mapping and workflow redesign, achieving a measurable reduction in manual effort and processing time
Developed and enforced standardized business system procedures and documentation, improving team consistency and onboarding efficiency
Partnered with senior leadership to align business system capabilities with strategic growth initiatives and organizational priorities
Served as the primary liaison between business stakeholders and technical teams, translating complex business requirements into actionable system configurations and development tasks
Facilitated executive-level reporting and dashboards, providing real-time visibility into key performance metrics and operational health
Working closely with Sales and Account Management team to address retention and Customer support.
Collaborated with department heads to assess system needs, prioritize enhancements, and manage a continuous improvement roadmap
Recruited, onboarded, and mentored a team of business systems analysts, fostering a culture of accountability, continuous learning, and high performance
Conducted regular performance reviews and development planning, supporting career growth and reducing team attrition
Delivered training programs to end users and internal staff on new system features, updates, and best practices, increasing adoption rates across the organization.
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Education
AI Training Udemy
2025-2026
Master’s Certificate in Project Management
Schulich
2014 – 2015
MBA Essentials
Canadian Management Center
2011
Project Management
Learning Tree
2009
ITLT Leadership V2 -V3
CMC
2004 – 2008
Netware Administrator
DeVry Institute
1992
Electronic Engineering Technician
RCC of Technology
1990
Expertise
Cross-functional Team Leadership
Client Onboarding & Platform Implementation
ERP/ CRM / CSM Management
Halo / Salesloft / Hubspot / zendesk
Stakeholder Management
Agile & Waterfall Project Delivery
Change ManagementProblem solving
Linkedin Jim Ramlall
Application integration specialist FEB 2016 – JAN 2022
Dealer-FX
Designed, developed, and maintained application integration solutions across enterprise platforms, ensuring seamless data flow and system interoperability
Architected and implemented API-based integrations (REST, SOAP, GraphQL) connecting internal and third-party applications to core business systems
Built and managed middleware solutions and integration pipelines using platforms such as MuleSoft, Dell Boomi, Azure Integration Services, or similar iPaaS, SaaS tools
Developed and maintained ETL (Extract, Transform, Load) processes to migrate and synchronize data across disparate systems with zero data loss
Diagnosed and resolved complex integration failures, data discrepancies, and connectivity issues across multi-system environments, minimizing business disruption
Established proactive monitoring and alerting protocols for integration workflows, reducing critical incident response time by [X]%
Provided Tier 2 and Tier 3 technical support for integration-related issues escalated from internal teams and external clients
Conducted root cause analysis on recurring system failures and implemented permanent fixes, improving overall system stability
Administered and monitored integration environments across development, staging, and production, ensuring high availability and performance
Managed end-to-end lifecycle of application integrations from requirements gathering through deployment, testing, and post-launch support
Evaluated and recommended integration tools, frameworks, and platforms aligned with enterprise architecture standards and business objectives
Maintained comprehensive integration documentation including data mapping, system architecture diagrams, and technical specifications
Optimized IT Service Management (ITSM) operations by re-architecting and deploying core ITIL-based workflows for Incident, Service Request, Problem and change Management.
Service and Change Manager Jan 2015 – Aug 2015
PAN AM Games
Developed and executed a comprehensive change management framework for a large-scale, time-critical international sporting event, ensuring zero service disruption during peak operational periods
Chaired Change Advisory Board (CAB) meetings, reviewing, approving, and prioritizing change requests across multiple technology and operations teams in alignment with event timelines
Established change freeze policies and blackout windows aligned with competition schedules, safeguarding critical systems during live event operations
Maintained a full change log and audit trail for all approved, rejected, and deferred changes, ensuring accountability and regulatory compliance
Implemented and managed ITIL-aligned service management processes across incident, problem, change, and request management for a high-profile, multi-venue international event
Oversaw end-to-end service delivery across all Pan Am Games venues, coordinating IT support for thousands of athletes, officials, media personnel, and spectators
Defined and monitored service level agreements (SLAs) and key performance indicators (KPIs) for all technology services, ensuring consistent delivery against contracted commitments
Managed a centralized service desk operation supporting 86 venues and 160000]+ end users across the duration of the Games
Program manager & Change Manager Mar 2000 – July 2014
Glaxo Smith Kline
Developed detailed operational runbooks and contingency plans for all critical technology services, ensuring teams were prepared to respond to any service failure scenario
Coordinated technology readiness assessments across all venues in the lead-up to the Games, identifying and remediating gaps prior to go-live
Delivered training and orientation sessions for service desk staff and operations personnel on change and incident management procedures specific to the event environment
Supported post-event debrief and lessons-learned exercises, producing a formal after-action report with recommendations for future large-scale event operations
Managed relationships with multiple third-party technology vendors and service providers, holding partners accountable to delivery commitments, SLAs, and event-specific requirements
Acted as the primary point of escalation for all service and change-related issues, liaising between technical teams, event organizers, and international governing bodies
Collaborated with infrastructure, networking, broadcast, and applications teams to coordinate and sequence changes with minimal operational risk
Facilitated regular operational readiness reviews with senior leadership to assess service stability and change risk ahead of key competition milestones
10+ years in leading IT projects in Cananda
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