H&R Block Canada
Director, IT Services
Director, IT Services at H&R Block Canada
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Director, IT Services
I'm a strategic IT Leader with 20 years experience providing IT Service Management, Business Relationship Management and Business Analysis to Canadian and global organizations. I have a proven ability to align IT strategies to business priorities with an emphasis on Continual Improvement and relevant customer focused solutions. Extremely committed and driven Service Practitioner as well as a significant advocate to ITSM practices like ITIL and COBIT. I stay relevant and current through active participation in itSMF and HDI as the Local Chapter President.
- IT Service Management
- Strategic Business Analyst
- IT Project Management
- Business Relationship Management
- ITSM Practitioner
- Interpersonal Skills
- Oil and Gas
- Energy and Utilities
- Finance & Business
- Transportation & Logistics
Senior IT leader responsible for providing global strategic and operational support services to Precision Drilling. Manager and practitioner leading a team of service and technical professionals delivering “High Performance and High Value” services and solutions to the organization.
Responsible for providing overall strategic direction and leadership in regards to service strategy, design and operations specific to the Service Desk, Deskside, Technical and IT Procurement.
Operational management of personnel, their performance, compensation and professional development.
Experienced “Business Relationship Manager” with partnerships across the entire organization including Operations, Field Services, Corporate Services and Leadership.
Business liaison analyzing organizational and operational needs. Recommending technical solutions to business problems and leading service teams for those solutions.
Responsible for developing and communicating performance metrics through Morning Reports, Executive Reports and daily KPI Reports.
Developed and led the services "Maturity Road Map" from reactive to proactive by utilizing current ITSM/ITIL frameworks and implementing relevant business centric processes and procedures.
Committed to Continual Improvement by developing quality assurance programs, mature ITIL processes, measurable KPI’s and proactive Problem Management processes.
Accountable and responsible for service OPEX and CAPEX budgets and their alignment to the overall IT financials.
Principal advocate of ITIL and other key frameworks.
Active participant on governance and CAB committees
Managed Services and Service Desk
Client Relationship Manager and Business Analyst, providing strategic consulting and service management services by architecting IT solutions for business problems.
Business and client liaison analyzing customer needs and recommending technical solutions to their business issues.
Responsible for eliciting, clarifying and modeling all business and functional requirements, documenting As-Is and To-Be processes and developing business cases or strategic plans with recommendations and solutions.
Responsible for customer relationships and service governance.
Single point of contact and customer interface to IT services and IT projects.
Management of customer escalations by mitigation and leading continual improvement and quality assurance programs.
Chair and manage official customer governance meetings.
Onsite Services and Infrastructure Support
Business Unit Leader responsible for coordinating, managing and leading a team of service and technical professionals who provide a wide range of IT services to Metafore’s Canadian customer base.
Overall leadership and management of service personnel, customer schedules, pre-sales support as well as all aspects of the customer relationship, satisfaction and/or escalations.
Accountable to the overall delivery of IT services and it’s relevance to Metafore’s customer base. Regular performance management, goal setting, associate leadership and team mentoring.
Accountable and responsible for business unit OPEX and CAPEX budgets, GP performance and overall financial health of the department.
Internal Services and Infrastructure Support
Led a team of technical personnel supporting the organization’s internal IT requirements and needs.
Responsible for strategic IT direction and the alignment of IT services to corporate priorities and objectives.
Provide day-to-day operational management and leadership to the IT organization.
Management of internal IT policies, processes and procedures.
Responsible for IT financials, infrastructure projects and IT procurement.
Developed and implemented an IT-as-a-Service structure by utilizing Metafore’s own technical and professional services to provide internal support, in- turn reducing costs and increasing access to quality resources and solutions.
Working Manager overseeing internal technical team supporting a growing global organization.
Planned, designed and implemented a successful global IT department from inception.
Successfully hired and led 10 IT personnel supporting End Users, deskside and infrastructure services.
Created an internal IT purchasing and cost recovery solution specific to IT expenditures.
Responsible for IT budgets, strategic planning, procurement and projects.
Managed and oversaw day-to-day IT operations and support services.
2013/14 Strategic Management Extension Certificate
2014 HDI Support Center Director Certification
2013 HDI Support Center Manager Certification
2010 ITIL V3 Foundation
2009 Leadership Skills for the Technical Professional
2008 VMware Certified Professional (VCP)
1996 MCSE NT 4.0 and MCP program
1995 System Analyst Certificate Program
1990 Advertising Sales Promotions and Fundamentals of Marketing
1989 Key Professional Selling Skills
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