Resume
IT Project Delivery Director
22+ Years in Information Technology
20+ Years Leading People
14+ Years Managing Projects
20+ Years Leading People
14+ Years Managing Projects
13+ Years Managing Support Teams
7+ Years in IT Director Roles
Private / Public Sector Experience
7+ Years in IT Director Roles
Private / Public Sector Experience
PROFILE
Proven, results-oriented, versatile IT Leader who has successfully led bimodal (delivery and support) teams in delivering/supporting multi-million-dollar systems by fostering collaborative, productive workplace culture. Proactive, hard-working, and collaborative; works closely with business and technology stakeholders. Articulate; combines strong business acumen with the ability to effectively solve business problems with technology solutions. Thrives on challenge and works effectively with all levels of organization; effectively responds to challenges with confidence, innovation, and focus.
Experience
Mar 2018 - Present
OCIO, Government of Newfoundland & LabradorDirector, Project Delivery / Director, Corporate Services & Projects
- Oversee the delivery of large-scale technology projects supporting critical government services and initiatives
- Direct teams of delivery managers, project managers, business analysts, developers, testers and contractors to implement solutions on time and on budget
- Work closely with executive stakeholders and program leaders to align technology projects with strategic priorities
- Develop comprehensive project plans including scope, schedule, budget, resources, risks and governance
- Implement Agile and DevOps methodologies to streamline delivery through continuous integration and automated testing
- Lead organizational change efforts to drive user adoption and ensure project benefits are fully realized
- Optimize delivery processes through standardized frameworks, tools and project management best practices
- Manage third-party vendors and procurements to supplement internal project resources
- Collaborate across government agencies and departments on strategic technology roadmaps
- Report on project performance metrics, manage issues and conduct post-implementation reviews to maximize ROI
- Stay up to date on emerging technologies like cloud, data analytics, artificial intelligence, and digital services to transform IT delivery
Nov, 2015 - Feb, 2018
OCIO, Government of Newfoundland & LabradorDirector, Enterprise Architecture & Project Management Office
- Lead the PMO function to strategically manage the organization's project portfolio and ensure projects are aligned to strategic goals
- Oversee enterprise architecture efforts to establish IT standards, roadmaps and governance across the organization
- Develop and maintain the enterprise architecture framework, methods and tools to direct technology decisions
- Define architecture for shared services, platforms and applications
- Manage planning, design and delivery of technology projects supporting mission systems and operations
- Establish policies and best practices for application development, data management, security and cloud strategies
- Provide guidance and enforcement of IT investment planning, project quality gates and portfolio reporting
- Advise executive leadership on technology strategy, portfolio prioritization and multi-year investment roadmaps
- Ensure security, interoperability and accessibility of systems
Jan, 2013 - Oct, 2015
OCIO, Government of Newfoundland & LabradorProject Oversight Coordinator
- Coordinate project delivery oversight activities and reporting for a $20M child welfare system replacement project
- Develop oversight plans, manage stakeholder expectations and maintain transparency on project progress
- Facilitate steering committee and other governance meetings, track action items and ensure issues are addressed
- Monitor project schedules, budgets, deliverables and contractual obligations through earned value analysis
- Review work products, deliverables and test artifacts for quality and compliance with requirements
- Conduct document reviews, system demos and attend key project milestones to assess performance
- Identify and manage project risks, issues, decisions and change requests through approved processes
- Produce monthly reports on project status for executive leadership
- Coordinate stakeholder communications and contribute to project documentation library for audits
Mar, 2009 - Dec, 2012
OCIO, Government of Newfoundland & LabradorDelivery Manager
- Oversee a diverse portfolio of 5 - 10 concurrent projects ranging from $500k to $5M in size
- Work closely with business stakeholders to understand requirements and align project objectives
- Align standardized project management framework, tools and processes across portfolio
- Monitor project progress, risks, issues and interdependencies through centralized dashboards
- Conduct portfolio reviews to track KPIs, resource utilization, budgets and coordinate resource planning
- Prioritize and sequence projects to maximize return on investment and minimize disruptions
- Manage and motivate project teams of project managers, business analysts, and developers
- Lead project and portfolio reporting for executive leadership
- Identify process improvement opportunities and coach project managers to strengthen capabilities
- Develop statement of works, oversee vendor selection and procurement activities
- Facilitate project handoffs, closures and benefits realization reviews to ensure business value
- Evaluate emerging technologies and tools to continuously enhance delivery practices
Jun, 2003 - Feb, 2009
xwave / Bell AliantService Desk Operations Manager
- Managed a team of 75+service desk analysts providing IT support to over 30,000 end users across various private and public sector clients
- Oversaw daily operations and continuity of the ITIL-aligned service desk function, ensuring SLAs were consistently met
- Remotely supervised 40+ analysts based in another province, utilizing collaboration tools for effective communication
- Implemented standardized processes, procedures, scripts and knowledge articles aligned with best practices
- Maintained overall service desk KPIs through metrics reporting, continuous improvement initiatives and training programs
- Ensured proper triaging, ticketing, tracking and resolution of all support requests via ITSM platform
- Performed quality assurance checks, coaching and performance management for direct and remote reports
- Liaised regularly with clients to understand evolving business needs and enhance customer support experience
- Managed vendor relationships, monitored outsourced services quality and coordinated escalations
- Led projects to roll out new self-help capabilities, automations and workspace tools for improved analyst productivity
Dec, 2001 - May, 2003
xwaveService Desk Knowledge Manager
- Responsible for building and maintaining an electronic knowledge base containing procedural articles, knowledge packs and visual guides
- Curated, categorized and optimized content for easy analyst access to resolve customer issues efficiently
- Trained new service desk analysts by developing comprehensive onboarding program and refresher courses
- Conducted knowledge reviews and gap analyses to identify additional content needs and update outdated material
- Partnered with sales team during client pursuits by presenting service desk capabilities and user experience overviews
- Provided subject matter expertise during the setup and transition of new clients into service desk operations
- Collaborated with support teams, clients and developers to maintain accurate and current technical documentation
- Promoted effective knowledge sharing culture through communities, training and recognition programs for analysts
EDUCATION
1999 - 2000
New Brunswick Community CollegeBusiness Information Technology Specialist
1994 - 1996
RCC Institute of TechnologyElectronic Engineering Technologist
Certifications
- Public Sector Leadership & Management Development (Gardiner Center)
- ITIL
Volunteer Work
Proficiencies
Audit & Compliance
80%
Briefing Notes
90%
Budget Management
90%
Business Change Management
90%
Business Strategy
90%
Client Relationship Management
90%
Continuous Improvement
90%
Contract Negotiation
90%
DevOps
85%
IT Procurement
95%
Project & Program Delivery
90%
Technology Roadmaps
90%
Risk Management
90%
Stakeholder Engagement
90%
Vendor/Supplier Management
90%
Workload Management
90%