Managing Director, Service Management, North America
I was looking for an environment that provided me with challenges, an opportunity to grow and where I could be surrounded by a team of people that I genuinely enjoy working with. Online provides all of that – and more!
Why do clients love Online?
Clients love us because were large and talented enough to tackle their most challenging projects, but small enough to treat each one of them as a very important part of our existence.
What Online project or other accomplishment are you most proud of? Why?
Our business process enablement program at a major Canadian Bank. We were able to leverage their existing ITSM investment to rapidly enable a wide variety of manual, labour intensive programs. They realized tremendous return on investment with each project and in one case, realized the return in 37 days.
What do you think are attributes of a strong professional services provider?
- Being able to understand a customer’s true needs and being able to provide the right solutions for them. All too often solution providers only propose something they are familiar with, is most profitable for them or worst of all is designed to leverage idle resources – availability is not a skillset.
- Being able to bring a strong set of methodologies to a client project, but a good provider has to be flexible enough to adapt to the unique needs of each client.
- To understand that almost any project they deliver will be disruptive to the client’s workforce. You have to be able to minimize the impact by deliberately integrating change management into every project.
“There are no great limits to growth because there are no limits of human intelligence, imagination, and wonder.” – Ronald Reagan
Fishing & reading.
Working around the house or cottage.
What charities or causes are important to you?
Helping developmentally challenged children and adults.