Director, Service Delivery Manager
CGI Group Inc.
- Responsible for all IT Services for a large international provider of digital document management technology and services.
-Managed 55 resources and vendors in multiple locations supporting 150 locations across Canada, USA and El Salvador. This included, hiring, training, mentoring, performance, policies, benefits, salaries, career planning and leadership.
-Managed off-shore application development resources (India).
-Managed 3 Data Centers and 2 Infrastructure teams located in the USA.
-Managed 2 service desks and 2 desktop teams.
-Negotiated, measured and reported 25 SLAs.
-Responsible for change and configuration management process ensuring SOX compliance.
-Responsible for procurement and asset management of desktops, laptops and infrastructure.
-Handled Incident Management and client escalations to the client’s satisfaction.
-Ensured incidents and processes were documented in a Knowledge Base.
-Ensured backups were done and stored off site to meet SOX compliance.
-Managed a Budget of $11 million.
-Strategic Planning, Business Cases, Continuous Process Improvements & Projects including;
oRedesign of network architecture to address failures.
oWorked with Applications teams, Vendors and staff on version control/upgrades for servers.
oDesign, planning and migration of multiple servers to VMware.
oPlanning a new SAN (Storage Area Network) storage solution.
oCapacity planning of servers, storage and network (LAN/WAN).
oAdditional services, applications and hardware including automation of batch jobs using Control-M.
oAutomated alerts for various servers and applications including SAP and Oracle using Tivoli.
oStandardized ticketing tools to Remedy to follow ITIL processes.
oUpdating and testing Business Continuity and DRP plan with SunGard.
oTransformed processes and automated data flow through system interfaces for efficiency and more stringent security.
-Re-prioritized projects and resources based on evolving client requirements.
-Kept client and my management updated on the projects & budgets.