Pilar Gimenez Melo
Calgary,Canada
Summary
Results-driven professional with 20+ years of experience in Managed Services, Client Relationship and Vendor Management, Project Management, and Service Delivery Management in the IT and Transformation Services industry. Proven track record of implementing innovative strategies to drive profitable growth, exceed financial objectives, and enhance performance. Skilled in leading global IT service teams through all phases of technology roll-out, including cost analysis and vendor selection. Exceptional communicator with a talent for developing and maintaining effective working relationships at all levels.
Overview
17
17
years of professional experience
Work History
Director, Project Services
Charter
Calgary, Alberta
12.2023 - Current
- Provide direct leadership and management to teams of management and technical staff with diverse skills and experience levels, as well as project managers. Additionally, offer indirect guidance to, sales, presales, and technical and business operations professionals in the successful delivery, operations, and invoicing of core services.
- Lead and participate in continuous improvement of processes.
- Participate in quarterly, or other planned or ad hoc, business reviews.
- Ability to cultivate and maintain strong working relationships
Director, Services and Operations
Applied Computer Technologies
09.2020 - 11.2023
- Focused on Client Experience, Operational Transformation to support and understand Hybrid Models in Bermuda and the Caribbean
- Established strategies to increase revenue and protability in Managed Services and Projects
- Transformed Managed Services Operations to withstand the demands of Covid by reviewing tool set, training staff to work remotely, setting expectations and how to engage with our clients
Senior Service Delivery Manager
Compugen
02.2016 - 08.2020
- Focused on Client Experience, responsibilities of this role include leadership of the Managed Services team, optimization of resources and tools including automation, and exceeding all KPI's
- First President's Award recipient for outstanding Customer Experience Delivery
Senior Delivery Manager
Compucom
03.2011 - 09.2015
- Directly responsible for developing and communicating a clear vision and strategy for Operational Services across the organization, ensuring long term goals and objectives are achieved
- Accountable for effective IT processes implementation, Operational quality assurance, and managing the IT infrastructure outsourcing team
- Increased Revenue by 10% (~1 M) on Managed Services assignment by reviewing P&L, operational tasks and contract and introducing operational efciencies and reporting
- Reduced the number of High Priority incidents by 47% within the rst 12 months by implementing and managing operational activities, processes and policies as required
Director, Professional Services
Nashco (Now Accenture)
10.2007 - 03.2011
- Developed the Strategy and Implementation of SNOW Methodology (Revenue generation to 4Million in 15 months)
- Responsible for designing, planning and leading internal and external projects and assisting clients with implementation of ITIL best practices and software implementations
- Provided leadership in respect of User Acceptance Testing, project portfolio and budgetary control, and supervised a team of 10 consultants nationwide
- Ensured compliance with company policies and industry best practices
- Managed the successful implementation of over 50 Service Now Projects ranging from 50 to 10,000 users Worldwide
Education
XLA Champion -
XLACollab
04-2020
CSM -
Scrum Alliance
09-2010
Project Management Professional (PMP) -
PMI
06-2009
Information Technology Professional Program -
Southern Alberta Institute of Technology (SAIT)
09.2000
Bachelor of Art Degree - English-Spanish Translation
Almirante Guillermo Brown
12.1994
Skills
- Strategy
- Service Delivery
- Customer Experience Excellence
- Client Relationship Management
- Collaborative Team Management
- Financial Management
- Project and Program Management
Timeline
Director, Project Services
Charter
12.2023 - Current
Director, Services and Operations
Applied Computer Technologies
09.2020 - 11.2023
Senior Service Delivery Manager
Compugen
02.2016 - 08.2020
Senior Delivery Manager
Compucom
03.2011 - 09.2015
Director, Professional Services
Nashco (Now Accenture)
10.2007 - 03.2011
XLA Champion -
XLACollab
CSM -
Scrum Alliance
Project Management Professional (PMP) -
PMI
Information Technology Professional Program -
Southern Alberta Institute of Technology (SAIT)
Bachelor of Art Degree - English-Spanish Translation
Almirante Guillermo Brown
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