Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Fadi Hamwi

ottawa

Summary

A results-driven leader with 30 years of experience in information management, specializing in modernization and application delivery. With a strong background in strategic planning and vendor management, I have successfully led both technical and business initiatives in roles such as Director General of Application Delivery, Business Owner, and Architect.

I have a proven track record of driving process optimization, improving service delivery, and managing multi-million-dollar projects. My expertise in data-driven decision-making, combined with a focus on fostering strong, collaborative relationships, has helped enhance operational efficiency across organizations.

I am committed to innovation and continuous improvement, always engaging stakeholders to ensure successful outcomes. With a unique ability to bridge the gap between technical and business teams, I am well-equipped to contribute to, and lead projects that deliver meaningful results.

Overview

29
29
years of professional experience

Work History

Director General Contact Center Solution

Benefit Delivery Modernization - BDM
Ottawa
03.2023 - Current
  • Reviewed the organization's daily operations in order to document the As-Is processes, to prepare for migrating eight contact centers to the future product.
  • Negotiated agreements with external partners, such as Shared Services Canada, in order to complete the request for proposal for a cloud-based contact center.
  • Facilitated collaboration between internal teams by encouraging open communication channels.
  • Monitored industry trends to identify opportunities for expansion and innovation. Worked closely with the system integrator in preparation for the implementation phase.
  • Cultivated relationships with stakeholders to secure support and funding for key initiatives. I created the budget submission for the project and contributed to the TBS submission.
  • Recruited, trained, supervised, evaluated and mentored staff members

Director General Benefit Application Delivery

Benefit Delivery Modernization - BDM
Ott
09.2021 - 03.2023
  • Implementation of Old Age Security on the Curram platform in order to modernize and migrate benefits from the legacy system.
  • Created detailed plans outlining timelines, goals, budgets, staffing needs and other requirements for projects.
  • Identified opportunities for improvement in operational performance metrics.
  • Worked closely with the system integrator to develop requirements and improve processes with the benefit of delivery.
  • Established relationships with vendors and suppliers to secure favorable terms for materials or services.
  • Analyzed customer feedback data to identify trends in legacy products and customer service issues, in order to identify opportunities for process optimization through data analysis.
  • Managed budgeting and financial planning processes for the organization.
  • Prepared presentations for board meetings, summarizing key developments within the development project.

Senior Director - Foundation for Benefit Delivery

Benefit Delivery Modernization - BDM
Otta
04.2019 - 09.2021
  • The goal of the project is to create a common foundational release that can go across the benefit delivery of ESDC (Old Age Security, Canada Pension Plan, Employment Insurance)
  • Built relationships with internal and external partners and vendors in order to gain a better understanding of future needs for benefit delivery, and extract commonality.
  • Worked closely with the Curam product vendor to gain an understanding of the product roadmap and to comprehend the functionality ready out of the box.
  • Managed and minimized any customization in the implementation of the foundation release.
  • developed processes for dealing with system integrators for sharing information, JAD sessions and Quality assurance.
  • Promoted a culture of collaboration among staff members through regular communication, feedback, and recognition.
  • Collaborated with executive leadership team to develop long-term objectives that would drive success.

Senoir Director - Business Architect

Benefit Delivery Modernization - BDM
Ottawa
10.2017 - 04.2019
  • Developed strategic plans to ensure organizational goals were met through the modernization project of BDM.
  • Supported the procurement of a technology solution for a modernization platform.
  • Contributed to the system integrator selection process to help in the implementation of BDM solutions.
  • Established relationships with vendors and suppliers to secure favorable terms for materials or services.
  • Analyzed data to inform decision-making and strategic direction.
  • Collaborated with stakeholders to identify customer needs and develop strategies for delivering solutions that meet those needs.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.
  • Monitored progress by establishing plans, budgets and measuring results.

Director - Automation and Client Services

Human Resource Social Development Canada
Gatineau
04.2013 - 10.2017
  • First role transitioning from technical expert to a business owner
  • Led a team to define requirements and improve automation for the EI application processing, overseeing the operation of eight systems.
  • Managed stakeholder relationships across technology, integrity, quality, legal, and client service branches to ensure alignment on project objectives.
  • Regularly briefed the Director General on operational issues, providing executive-level advice and communication.
  • Directed process analysis, including functional architecture design, process flow definitions, and strategic portfolio planning for a $40M program.
  • Developed and implemented organizational change management strategies to enhance User Acceptance Test (UAT) automation and support new features, such as the Issues Resolution Process, and eNotification portal.
  • Spearheaded the development of a comprehensive portfolio roadmap and business case, driving project success, and defining the SDLC process for project management functions.
  • Led the transformation efforts, including establishing a new Project Management Office (PMO), creating risk management tools, and defining change control processes.
  • Drove significant project improvements, including the development of the IRP system, enhancements to MSCA, the national workload system, and the automation of correspondence processes.
  • Played a key role in cross-functional projects, including the eAccount implementation and policy change impact consultations, leading Joint Application Development (JAD) sessions to strategize solutions.
  • Collaborated with partners to ensure that policy changes were effectively managed across impacted systems.

Director-Enabling Service Renewal Program Branch

Human Resource Social Development Canada
Gatineau
07.2011 - 04.2013
  • Developed comprehensive business cases for the Service Development Integration (SDI) team, analyzing multiple program factors to assess and position the value of SDI.
  • Conducted complex business case and scenario analyses to determine appropriate investment levels, and optimize resource distribution.
  • Created marketing and communication materials to align organizational strategy with SDI initiatives, focusing on features, benefits, and strategic goals.
  • Developed detailed technical specifications for SDI capabilities, including business requirements, Concept of Operations (CONOP), Standard Operating Procedures (SOPs), service catalogs, and contact center architecture.
  • Led the development of project plans, work breakdown structures, scheduling, resource allocation, and program phasing for SDI projects.
  • Directed a team to define the business architecture for corporate services, ensuring alignment with organizational objectives and operational needs.
  • Engaged with enabling branches to foster strong relationships and ensure seamless integration and collaboration across teams.
  • Led the Service Delivery and Integration team, defining the scope and vision for corporate service delivery, driving successful implementation and process optimization.
  • Spearheaded the implementation of the iService corporate website and managed changes to the contact center to enhance service delivery and operational efficiency.

Manager - Application Solution Architect

Social Development Canada (SDC)
Gatineau
01.2007 - 07.2011
  • Provided expert guidance to internal clients on technical architecture issues, helping to shape strategic decisions and solutions.
  • Contributed to the development of the directorate's mandate, and participated in creating the vision for architecture within SDC.
  • Regularly participated in briefings, offering effective recommendations to senior leadership, including the Director General.
  • Conducted research on new products, tools, and industry trends to support development teams, and enhance organizational capabilities.
  • Led the implementation of strategies to create an Enterprise Service Delivery Framework, increasing the agility and efficiency of delivery systems.
  • Developed presentation materials for senior executives to educate them on expert systems, focusing on Business Rules Engines (BRE).
  • Managed the creation of a Request for Proposal (RFP) to procure and integrate a Business Rules Engine into the organization.

Manager - Enterprise Architect

Social Development Canada
Ottawa
01.2002 - 01.2007
  • Provided architectural advice, mentoring, and support across enterprise-wide horizontal solutions, contributing to organizational success through collaboration and technical expertise.
  • Collected, analyzed, and reported data to develop a Technical Reference Model, serving as the baseline for Heat Map development across the organization.
  • Led departmental projects as a technical lead, utilizing tools like BizTalk in the .NET environment to ensure successful solution implementation.
  • Offered technical guidance and leadership to departmental teams, fostering a collaborative environment, and enhancing organizational capabilities.
  • Regularly reported the status of architectural work to client teams and internal stakeholders, ensuring alignment with project goals.
  • Contributed to the review of the department's technical state, and participated in shaping the future architecture roadmap.
  • Reviewed and contributed to activities related to the Government Services Reference Model (GSRM), ensuring adherence to industry standards.
  • Evaluated and provided insights into enterprise architecture methodologies, including Zachman and TOGAF, to refine organizational practices.

Product Architect

EDS, Computer Associate, Blaze Consulting, Brokat
Ottaw
10.1995 - 01.2002
  • Work experience in the private sector with multiple software companies and system integrators
  • I played many roles, such as developer, product expert, and system architect.
  • interface directly with client to implement product in the client environment

Education

Operations Research - Information Technology

University of Western Ontario
London, ON
06-1996

M.Sc. Masters in Management Information Systems - Science

University of Ottawa
Ottawa, ON
06-1995

B.Eng Bachelor of Engineering - Engineering

University of Carleton
Ottawa, ON
06-1992

Skills

  • Vendor management
  • Change Implementation Strategies
  • Strategic planning
  • Data-Driven Decision-Making
  • Collaborative Relationship Management
  • Issue Management
  • Project Execution
  • Data Interpretation
  • Process Optimization
  • Stakeholder Relations
  • Workflow Streamlining
  • IT Management Expertise
  • Strategic Business Planning
  • Critical Analysis

Languages

English
Native/ Bilingual
French
Full Professional

Timeline

Director General Contact Center Solution

Benefit Delivery Modernization - BDM
03.2023 - Current

Director General Benefit Application Delivery

Benefit Delivery Modernization - BDM
09.2021 - 03.2023

Senior Director - Foundation for Benefit Delivery

Benefit Delivery Modernization - BDM
04.2019 - 09.2021

Senoir Director - Business Architect

Benefit Delivery Modernization - BDM
10.2017 - 04.2019

Director - Automation and Client Services

Human Resource Social Development Canada
04.2013 - 10.2017

Director-Enabling Service Renewal Program Branch

Human Resource Social Development Canada
07.2011 - 04.2013

Manager - Application Solution Architect

Social Development Canada (SDC)
01.2007 - 07.2011

Manager - Enterprise Architect

Social Development Canada
01.2002 - 01.2007

Product Architect

EDS, Computer Associate, Blaze Consulting, Brokat
10.1995 - 01.2002

Operations Research - Information Technology

University of Western Ontario

M.Sc. Masters in Management Information Systems - Science

University of Ottawa

B.Eng Bachelor of Engineering - Engineering

University of Carleton

Similar Profiles

CREATE PROFILE
Fadi Hamwi