Paul Dalglish

Current

• Managing Director at Serco

Past

• Senior Vice President at Accenture
• Vice President and General Manager at Enbridge Commercial Services Inc.
• Vice President, I.T. at Enbridge

• Director, Customer Support Center at Enbridge Commercial Services Inc.

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Education

• McMaster University
• The University of Western Ontario - Richard Ivey School of Business
• University of Waterloo

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Connections

11 connections

Industry

Outsourcing/Offshoring

Paul Dalglish’s Summary

• Senior Operations and I.T. Executive with a proven track record leading turnarounds, driving cultural change and creating sustained delivery effectiveness in people and process intensive organizations.
• Develops and executes creative strategies for a business in change.
• Expertise in helping large groups of employees to recognize the need for change and to develop the skills required to drive improvements in their own areas.
• Part of executive team that started and operated a $300 million per year outsourced Customer Services business that was successfully sold to Accenture. Joined Accenture to continue running the business.
• General Manager of a $100 million I.T. and Administration Shared Services company.
• Served on the Board of Directors of a $200 million startup that went through IPO then sale of the business.
• Led an international operation of over 7,000 Call Center agents providing Technical Support for ISP’s.
• Experience leading both outside/field and inside/office operating units in union and non-union environments.

Paul Dalglish’s Specialties:

Operations, Change Management, People Management, IT Management

Paul Dalglish’s Experience

• Managing Director

  Serco

  (Public Company; 10,001 or more employees; ACN; Management Consulting industry)

  January 2008 — Present (2 years )

  Responsible for the operation and growth of Serco's business in Canada. Current Canadian operations are over 1,000 employees.

• Senior Vice President

  Accenture

  (Outsourcing/Offshoring industry)

  2002 — 2007 (5 years )

  Primary role was business development and new contract startup/transition for Accenture's global utility customer care outsourcing business. We grew from servicing 5 million customer's to serving over 20 million. This is the largest such utility outsourcing business in the world.
  
  I was also responsible for managing the operations of Accenture's 7,000 agent global network of call centers serving the ISP business of several major U.S. telco's.

• Vice President and General Manager

  Enbridge Commercial Services Inc.

  (Public Company; 1001-5000 employees; ENB; Oil & Energy industry)

  2001 — 2002 (1 year )

  Responsible for all aspects of a $150M per year shared services company that provided I.T., HR Admin, Facilities Management and Fleet Management services mostly to Enbridge affilated companies. The majority if this company was subsequently acquired by Accenture.

• Vice President, I.T.

  Enbridge

  (Public Company; 1001-5000 employees; ENB; Oil & Energy industry)

  1999 — 2001 (2 years )

• Director, Customer Support Center

  Enbridge Commercial Services Inc.

  (Public Company; Utilities industry)

  1997 — 1999 (2 years )

Paul Dalglish’s Education

• McMaster University

  Chartered Director , Board of Directors College , 2006 — 2009

• The University of Western Ontario - Richard Ivey School of Business

  M.B.A. , Executive MBA Program , 1996 — 1997

• University of Waterloo

  B.A.Sc. , Mechanical Engineering , 1978 — 1984

Additional Information

Paul Dalglish’s Groups:

PEO

Paul Dalglish’s Contact Settings

Interested In:

• career opportunities
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