Service Delivery Leader

Summary

**Profile:**
Accomplished project manager with 20+ years of experience in IT projects, service delivery, and operations. Proven track record in implementing programs, reducing costs, and optimizing processes.

**Current Role:**
Director, Project Management, Trinity Engineering Inc. (Jan 2023 Sept 2025)
- Established a project management framework, improving success rates from 63% to 87%.
- Led diverse projects in IT, oil and gas, and insurance, achieving successful outcomes.
- Mentored and trained team members on Project Management Principles and Lean Six Sigma.

**Previous Roles:**
- Data Analytics Support Manager, SDK Tek Inc. (Aug 2022 Jan 2023)
- Managed onshore and offshore support teams for 24/7 data analytics support.
- Led Agile projects to launch Power BI reports and dashboards, improving operations.

- Manager, Employment Standards (ES) Program, Government of Alberta (Aug 2015 Aug 2022)
- Spearheaded teams, reducing client wait times and processing times significantly.
- Managed projects for software upgrades and digitizing client-facing information.

- Corporate Incident Manager, Government of Alberta (Oct 2012 Aug 2015)
- Led 24/7 incident resolution teams, minimizing downtime for over 45,000 user accounts.
- Upgraded IT Service Management software, improving service delivery.

**Education:**
- Bachelor of Science, Mathematics, and Computer Science, Concordia University of Edmonton.
- Bachelor of Applied Information System Technology, Northern Alberta Institute of Technology.
- Network Engineering Technology Diploma, NAIT.

**Skills:**
- Project Management
- Team Leadership
- Lean Six Sigma
- Data Analytics
- Change Management
- Communication
- Digital Transformation

**Certificates:**
- Project Management, Leadership, Business Analyst, ITIL V3 Foundation, Lean Six Sigma, Occupation Health and Safety, Negotiation for Results.

Expectations

Challenging, fast-paced and opportunity to learn. Willing to relocate.

Employment Preferences

Expected Base Salary

**,000 CAD

Expected Total Compensation

**4,000 CAD

Expected Hourly Rate

** CAD/hr

Academic Degree

Experience

Skills

• Budget Administration
• Cost
• Control
• Inventory Management
• Continuous Process Improvement
• SAP
• Jira
• Microsoft Project
• Confluence
• Google Suite
• Asana
• ServiceNow
• BMC Remedy
• Azure
• Mac OS
• Windows
• Team Management
• Vendor Management
• Statistical Analysis
• Stakeholder Expectation Management
• Process Analysis Tools
• Gap Analysis
• Cost-Benefit Analysis
• Value Stream Maps
• Pareto Chart
• Failure Mode Effects
• Spaghetti Diagram
• 5-Whys
• Flowcharts
• Data Analysis
• Reporting
• Communication Skills Cross-cultural Team Leadership
• Strategy Development
• Execution
• Digital Transformation
• Leadership
• Teamwork
• Change Management
• ITIL
• Project Management
• ITSM
• IT Service Management
• Customer Service