Christopher Morrison
Richmond Hill
Summary
Motivational delivery and customer success leader with 25+ years of experience driving complex programs, leading high-performing teams, and elevating customer outcomes. Skilled at stabilizing operations, improving delivery predictability, and building strong cross-functional relationships. Known for coaching teams to peak performance and managing large groups of 30+ staff with 12+ direct reports. I Bring a strategic mindset, strong execution discipline, and a passion for creating seamless delivery experiences that earn long-term customer trust.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Manager, End User Operations
Compugen Inc.
Greater Toronto Area
08.2025 - 11.2025
- Led end-to-end service delivery for a major enterprise client, ensuring SLA adherence and seamless customer experience.
- Managed and mentored support teams while resolving complex technical and operational issues.
- Acted as primary liaison between Compugen and the client, driving alignment and strategic decision-making.
- Implemented process improvements, operational efficiencies, and budget strategies.
- Collaborated with high-demand stakeholders to meet evolving service requirements.
- Facilitated weekly strategy and performance meetings to address risks and escalations.
- Oversaw ServiceNow queue management for incidents, requests, problems, and tasks.
IT Manager
York Region
Newmarket
10.2016 - 02.2025
- Directed multiple enterprise IT portfolios—including Customer Support, PMO, Business Relationship Management, Change Management, Governance, Procurement, and Corporate Training—to deliver consistent, high-quality services across a large public-sector organization.
- Built and led high-performing support teams, strengthened customer relationships, and ensured technology services aligned with evolving business needs.
- Oversaw service delivery governance, portfolio planning, budgeting, vendor management, and benefits realization.
- Championed customer-centric practices by maturing the Business Relationship Management function and transforming IT services into value-driven solutions.
- Led major change initiatives using PROSCI methodology, guided innovation and special projects, and ensured risk optimization, compliance, and operational transparency.
- Served as an Occupational Health & Safety official, contributing to policy development, training, and incident management.
Projects & Support Manager
York Region
Newmarket
10.2002 - 10.2016
- Led technology support operations and large-scale project delivery across the organization, managing multi-disciplinary teams and partnering with stakeholders at all levels to implement complex IT solutions.
- Oversaw end-user support, telecommunications deployments, and ITIL-aligned service governance to ensure consistent, high-quality service delivery and rapid issue resolution.
- Directed the Region’s Microsoft Enterprise Agreement, aligning licensing strategy with business needs, financial objectives, and long-term technology roadmaps.
- Built a strong, customer-focused support team through coaching, training, and continuous performance development, fostering a culture of accountability and service excellence.
- Acted as a trusted advisor to business units, translating needs into actionable delivery plans and maintaining strong relationships that supported long-term organizational success.
- Managed project intake, prioritization, and resource allocation to ensure predictable delivery and alignment with organizational priorities.
- Established and monitored service performance metrics, SLAs, and KPIs to drive operational improvements and enhance customer satisfaction.
- Implemented standardized processes, documentation, and knowledge-base practices to improve support efficiency and reduce recurring issues.
- Coordinated vendor relationships, contract negotiations, and procurement activities to ensure cost-effective and high-quality technology solutions.
- Led incident, problem, and change management processes, ensuring minimal service disruption and effective communication across departments.
- Oversaw technology refresh cycles, hardware/software rollouts, and enterprise-wide upgrades with a focus on risk mitigation and user adoption.
- Facilitated cross-departmental collaboration to align IT services with business goals, improve service transparency, and support organizational growth.
- Championed continuous improvement initiatives, identifying operational gaps and implementing solutions that enhanced service delivery and team performance.
- Provided executive-level reporting on project status, service performance, risks, and strategic recommendations to senior leadership.
IT Applications Manager
McCarthy Tetrault
Toronto
09.2001 - 09.2002
Senior Systems Support Analyst
Toronto Stock Exchange
Toronto
08.1996 - 09.2000
Education
Master of Municipal Management -
Schulich School of Business – York University
Excellence in Leadership -
Professional Leadership Academy
Honors Diploma - Electronic Engineering Technology
George Brown College
Skills
- Leadership & Support Team Management
- Delivery & Customer Success
- Technical & Process Expertise
- Communication & Executive Alignment
- Managing high-performing support teams
- Workforce management
- Coaching
- Evaluations
- Mentorship
- KPI-driven performance oversight
- Cross-functional leadership
- Change management
- Project & program management
- Customer experience optimization
- Business development
- Stakeholder alignment
- Contract negotiation
- Vendor management
- Policy development
- Compliance
- Strategic planning
- Execution
- Microsoft tools
- Licensing
- ITIL service operations
- Product lifecycle coordination
- Budget & financial oversight
- Executive communication
- Reporting
Certification
- PMI-PMP Certification Training\Exam Prep
- Application Deployment and Management with Intune
- ITIL V4 Service Management Training
- Certified PROSCI Practitioner
- Certified DiSC Facilitator
- Expert in IT Management Leadership
- Occupational Health & Safety Certified
- Additional Training in Technology, Leadership, Customer Service & Change Management
Languages
English, Professional proficiency
Community
- Baseball coach (multiple competitive levels)
- United Way volunteer
- Outdoor activities: snowmobiling, camping, travel
Timeline
Manager, End User Operations
Compugen Inc.
08.2025 - 11.2025
IT Manager
York Region
10.2016 - 02.2025
Projects & Support Manager
York Region
10.2002 - 10.2016
IT Applications Manager
McCarthy Tetrault
09.2001 - 09.2002
Senior Systems Support Analyst
Toronto Stock Exchange
08.1996 - 09.2000
Master of Municipal Management -
Schulich School of Business – York University
Excellence in Leadership -
Professional Leadership Academy
Honors Diploma - Electronic Engineering Technology
George Brown College