HILARIO FRANCISCO JR.
Toronto,ON
Summary
IT Service Delivery Manager with 15+ years in IT consulting, with a proven track record in Project / Operations Management, Incident management, and complex Digital transformation for large enterprises. Certified ITIL, Lean Six Sigma and PMI Disciplined Agile Senior Scrum Master, with expertise in leading cross-functional teams, scaling Agile practices (Scrum, Kanban), and driving IT projects. Adept at aligning IT initiatives with business goals, improving velocity, and enabling high-performing teams through strong stakeholder engagement, coaching, and change management. Recognized for enhancing service operations, delivering successful projects, and fostering integrity, collaboration, innovation, and continuous improvement.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. IT Service Delivery (Operations) Manager / Sr. Project Manager / Scrum Master
IBM – Sprint/T-Mobile
02.2021 - 04.2023
- Demonstrated outstanding leadership in managing and collaborating with internal and external cross-functional teams across multiple geographies (US, Philippines, India, Brazil, Mexico), delivering successful implementations and achieving perfect 10 Net Promoter Scores (NPS).
- Led large-scale IT projects in digital transformation, cloud migration, and IT service operations with focus on Scrum framework and Agile methodologies, maintaining backlogs, leading daily scrum / standup meetings, retrospectives, and Sprint cycles.
- Directed teams of 50 IT professionals including Developers, Testers, Production Support, Systems Reliability Engineers, DevOps, and vendors, ensuring effective operations and successful delivery of projects.
- Monitored and maintained business and client metrics such as Key Performance Indicators (KPIs), Utilization (UTE), Service Level Agreements (SLAs), Budget, Revenue, and Forecasts, enabling high-quality IT services.
- Oversaw Agile development, deployment/migration, and maintenance of critical IT infrastructure projects utilizing various tools, such as AWS Services, HP IT Service Management tool, Jira, and Trello, while ensuring adherence to high business and industry standards.
- Performed extensive recruitment activities, including sourcing candidates, conducting interviews, and evaluation, in coordination with the client, project executives, and the Talent Acquisition team
- Managed onboarding and offboarding processes, ensuring seamless integration and transition for team members.
- Managed procurement, vendor deliverables, third-party integrations, and acceptance processes to ensure smooth project execution.
- Prepared project plans, change requests, and status reports for executive stakeholders, showcasing exceptional communication skills and attention to detail.
- Led regular cadence meetings, including Sprint planning, Daily Scrum/Stand-up, Sprint Review, Retrospective / milestone reviews, coordinating with teams and stakeholders ensuring project alignment and timely delivery.
- Applied ITIL 4 frameworks and ITSM best practices to manage incidents, problems, and changes, ensuring service continuity and minimizing disruptions.
Continuous Improvement Analyst / Operations Administrator
RLG by Econocomy
07.2025 - 09.2025
- Supported development and implementation of continuous improvement initiatives, including coordination, auditing, planning, and execution of departmental process improvement projects using Lean Six Sigma and DMAIC frameworks.
- Tracked project timelines, milestones, and issues, ensuring successful and timely completion of high-quality deliverables.
- Analyzed data trends and identified areas for improvement, contributing to 10-20% increased reporting efficiency and accuracy.
- Continuously sought opportunities to reduce inefficiencies, operational/Lean wastes, and propose automation and practical solutions to streamline processes.
- Developed and maintained Excel spreadsheets, Power BI dashboards, and SharePoint to document key performance indicators (KPIs) and operational metrics.
- Utilized advanced Excel functions, including pivot tables, formulas, and data visualization tools for clear data presentation and interpretation.
- Performed data extraction, transformation/cleanup, and analysis of relevant data by connecting various tables.
- Utilized tools such as Forticlient (Azure VPN), Track and Trace database, Power Query Editor, and other manually produced data from various teams.
- Proactively coordinated with team members across multiple departments, gathering insights and validating processes and data accuracy.
- Scheduled and organized meetings and additional tasks related to CI processes and initiatives.
- Prepared meeting notes, documented action items, and followed up on pending items with other team members, driving clarity and accountability.
- Participated in brainstorming sessions and offered insights during team meetings, enhancing workflow efficiency while promoting innovation and collaboration.
Project Coordinator, IT Project Management and Program Delivery Branch
Ontario Ministry of Transportation
09.2024 - 12.2024
- Supported IT programs and projects within a fast-paced PMO environment, applying SDLC and Agile methodologies, utilizing PM tools such as Microsoft Project/Planner and PowerBI to streamline workflows and monitor project progress.
- Delivered 100% of assigned project deliverables on time and within scope, contributing to a 20% improvement in overall PMO project success rate.
- Maintained strong stakeholder relationships, including senior leadership, business analysts, and external vendors, fostering collaboration and strong partnerships for successful project outcomes.
- Identified and implemented process improvements that reduced manual tasks by 8-20 hours per week, freeing up resources for higher-value project activities.
- Proactively automated repetitive tasks, streamlining various templates to enhance operational efficiency and project deliverables.
- Developed PowerBI / Excel dashboards, and SharePoint sites to manage project documentation and ensure accurate, timely dissemination of critical information.
- Monitored systems development life cycles, maintaining SDLC, Agile and Hybrid best practices while tracking KPIs ensuring alignment with project timelines and milestones.
- Oversaw ITSM, Change Management (i.e. eSMT), Data Migration, Operation/Maintenance, and various stages of project implementation and transition activities ensuring stakeholder alignment.
- Prepared presentations, briefing notes, meeting minutes, and action items using various tools for senior executives
- Created comprehensive project documentation, plans, reports, including risk assessments, issue resolutions, and lessons learned / close-out reports.
People Manager
IBM – Sprint/T-Mobile
03.2019 - 04.2023
- Coached and mentored diverse teams of 18 to 30 direct reports, ensuring effective team performance, career development, and engagement, achieving a 90–100% employee satisfaction score.
- Led cross-functional teams of developers, QA / Testers, DevSecOps, Scrum Master, and external teams.
- Managed project staffing, team utilization, and scheduling, ensuring optimal resource allocation.
- Accomplished timely and accurate performance assessments, improvement plans, feedback mechanisms, structured coaching, and one-on-one conversations, aligning individual performance with organizational goals.
- Encouraged upskilling and completion of Cloud, DevOps, AI/ML, and various technical and non-technical learning and programs, promoting a growth mindset and fostering a culture of continuous learning.
- Ensured transparent communication and conflict resolution within project teams, demonstrating effective collaboration, strong interpersonal and diplomatic skills.
Technical Team Leader - Sr. Production Support Analyst / Incident Management Specialist
IBM – Sprint/T-Mobile
08.2011 - 02.2021
- Led production support analyst teams in a high-pressure environment, providing 24/7 IT operations and on-call support for enterprise applications across retail, web, and cloud environments while ensuring 99% system availability for mission-critical applications.
- Coordinated Change Management, Go-Live, Data Migration, and production release events, adhering to ITIL, SDLC, and Agile methodologies and best practices to ensure smooth deployments and minimal downtime.
- Led transition planning and deployment activities, conducting UAT, production readiness reviews, and post-go-live monitoring.
- Directed incident management and problem resolution, ensuring 99% system uptime.
- Utilized monitoring tools/dashboards (e.g., Splunk, ELK) improving visibility into system health and team productivity, while enhancing system reliability and proactive issue detection.
- Led crisis management efforts for high-priority system outages, driving quick resolutions and implementing preventative measures.
- Generated comprehensive status reports and executive summaries to support strategic decision-making and project oversight.
- Worked closely with internal/external infrastructure teams and third-party vendors to optimize IT operations and service delivery.
- Participated in the account’s innovation and continuous process improvement initiatives, streamlining workflows and enhancing overall operational efficiency.
Lean Six Sigma Value Stream Manager
IBM – Sprint/T-Mobile
07.2013 - 07.2016
- Spearheaded Lean end-to-end Value Stream Management initiatives delivering USD 300K accumulated benefits.
- Analyzed business processes focusing on automating repetitive manual procedures, creating new workflows, and eliminating Lean ‘wastes’/Non-Value-Added (NVA) activities, optimizing processes, and improving turnaround time by 25% to 75%.
- Applied Lean tools, techniques, and methodologies to maximize customer value and enhance client satisfaction while fostering collaboration and building strong, cohesive teams.
Software Engineer / Developer
Accenture
04.2006 - 08.2008
- Performed software development (SDLC), Tier 2 and Tier 3 support, and unit testing for various applications using Unix and Oracle PL/SQL, ensuring high-quality, zero-defect, and on-time deliverables.
- Contributed to multiple large-scale software development, implementation, and modernization projects, including Xcel Energy billing system, Terasen Gas (FortisBC) reporting system, Deutsche Bank HR application, Alcatel-Lucent EDI system, and Tesco Retail Management System.
Education
Ontario Graduate Certificate, Advanced Project Management - Information Technology
Lambton College
12.2024
Bachelor of Science - Information and Communications Technology
San Beda University
Manila04.2006
Skills
- IT Service Delivery / Operations Management, Program / Project Management, PMO, PMI Project Management Professional (PMP) and Project Management Body of Knowledge (PMBOK) practices
- Issues and Risks Management, Project Execution & Monitoring, Governance & Compliance
- Schedule, Budget and Procurement Management, Stakeholder Engagement, Executive Reporting, Metrics / KPI / Dashboards development, Value Delivery Alignment
- Ontario Public Service (OPS), Accessibility for Ontarians with Disability Act (AODA), and related policies, standards
- Waterfall / PDLC / Software Development Life Cycle (SDLC), Scrum, Kanban, Agile at Scale, SAFe practices
- Sprint Planning, Backlog Management, Velocity Tracking, Release/Iteration Planning, Daily Standup, Retrospectives, DevOps
- Coaching, Mentoring, conflict resolution, and building high-performing, self-organizing teams
- Value Stream Management, Continuous Improvement, Automation & Innovation
- Lean Six Sigma (Green Belt): DMAIC, Value Stream Mapping, SIPOC, Pareto Analysis, Kaizen, Root Cause Analysis, Ishikawa, Poka-yoke, 5 Whys, Workflow / Process Standardization, Lean Wastes Identification and Elimination, Cost Reduction, Operational Efficiency Improvement
- ITIL 4 Service Management: Change, Incident, Problem, and Knowledge Management
- Strong Communication, Facilitation, Consensus-Building, and Negotiation Skills with executives, vendors, and stakeholders
- Industry & Domain Experience: Ontario Public Sector, Public Transportation, Telecommunications, Retail, Utilities, HR/Banking, Billing & Finance
Accomplishments
- ITIL 4 Foundation, Axelos 10/2023
- Disciplined Agile Senior Scrum Master, PMI 07/2022
- Azure Fundamentals AZ-900, Microsoft 05/2021
- License to Lead - First-Line Manager, IBM 07/2020
- Lean Six Sigma Value Stream Manager (Lean Green Belt), IBM 08/2019
- In Progress - Project Management Professional (PMP), PMI Target: 12/2025
Languages
English
Native or Bilingual
Tagalog
Native or Bilingual
French
Elementary
German
Elementary
Italian
Elementary
Certification
- ITIL 4 Foundation, Axelos 10/2023
- Disciplined Agile Senior Scrum Master, PMI 07/2022
- Azure Fundamentals AZ-900, Microsoft 05/2021
- License to Lead - First-Line Manager, IBM 07/2020
- Lean Six Sigma Value Stream Manager (Lean Green Belt), IBM 08/2019
- In Progress - Project Management Professional (PMP), PMI Target: 12/2025
Timeline
Continuous Improvement Analyst / Operations Administrator
RLG by Econocomy
07.2025 - 09.2025
Project Coordinator, IT Project Management and Program Delivery Branch
Ontario Ministry of Transportation
09.2024 - 12.2024
Sr. IT Service Delivery (Operations) Manager / Sr. Project Manager / Scrum Master
IBM – Sprint/T-Mobile
02.2021 - 04.2023
People Manager
IBM – Sprint/T-Mobile
03.2019 - 04.2023
Lean Six Sigma Value Stream Manager
IBM – Sprint/T-Mobile
07.2013 - 07.2016
Technical Team Leader - Sr. Production Support Analyst / Incident Management Specialist
IBM – Sprint/T-Mobile
08.2011 - 02.2021
Software Engineer / Developer
Accenture
04.2006 - 08.2008
Ontario Graduate Certificate, Advanced Project Management - Information Technology
Lambton College
Bachelor of Science - Information and Communications Technology
San Beda University
ADDITIONAL INFORMATION
- Other Areas of Expertise: IT Infrastructure, Cloud (On-prem / Hybrid), DevOps, Systems Analysis and Design, Data Analysis, Web technologies, Web Design and Development, IT Support, QA Testing
- Technical Skills: IT Asset Management, Desktop Support, Remote Access (VPN, Citrix), Helpdesk Tools
- Software Development: Linux/Unix Shell Scripting, C/C++, Java, JavaScript, Python, API, XML, VBA (Macros)
- Database: RDBMS, SQL, Oracle, PL/SQL, Informix, MySQL
- Other Tools: AWS, MS Azure, Automation, Blockchain, Artificial Intelligence (AI), Machine Learning, Generative AI, ERP, CRM, RMS, Jira, Trello, Confluence, SAP Concur, Control-M, Splunk, ELK, CI/CD pipeline, Kubernetes, Git, Microservices, Virtual Machines, Slack, MS Teams, Microsoft Office Suite (Word, Excel, Powerpoint), Visio, MS Access, etc.
- Languages: English, Tagalog, French (beginner), German (beginner), Italian (beginner)
- Digital Badges: https://www.credly.com/users/junfrancisco