Bill Werkman
Director, Service Delivery @Pcm Canada
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WORK HISTORY
Director, Service Delivery @Pcm Canada
CA
PCM Canada (formerly Acrodex) is a full spectrum, enterprise-wide technology solutions provider that has been in the IT business since 1984. We deliver end-to-end solutions: application innovations, systems integration services, hardware and software, and managed services including computer facilities management, application management and life cycle management services. With over 500 employees we deliver quality service from our office locations in Edmonton, Calgary, Toronto, Vancouver, Regina, Winnipeg and Fort McMurray.As Director, Service Delivery - I lead a Team of 100+ IT Professionals that provide Desktop and Worksite Services (DWS) to a major Client. This includes acting as the Clients Desktop Management Provider (DMP) and Northern Worksite Services Provider (WSP). The DMP consists of two groups, DMP Logistics and DMP Operations- The DMP Logistics function is responsible for Asset Administration, Warehousing, Shipping and Receiving, Surplus and Imaging- The DMP Operations function is responsible for Desktop Operating Systems, Image Management, System Management, Antivirus Security, Patch Management, Software Packaging, and License Management.The WSP’s responsibility is the deployment, post-deployment, and hands-on support of the Clients asset lifecycle.
SKILLS
ABOUT BILL WERKMAN
Bill Werkman has successfully led Client Service Management and Service Delivery Teams in Edmonton. Bill has built a highly responsive, nationally focused, Client Service Management team and he currently leads a provincially focused Service Delivery team charged with maintaining strong service relationships with our most critical customers. In that capacity, Bill has established a solid rapport and understanding of his clients and their business needs and expectations. It is Bill’s primary responsibility to ensure the highest level of client service is provided to customers so as to meet or exceed contracted Service Level Agreements. Bill possesses an optimal blend of educational, managerial, technical and interpersonal skills required to rise to the challenge of delivering on the strategic and tactical business objectives of any Corporation. Bill has demonstrated his extensive skills and abilities throughout his career and has been focused on increasingly responsible Senior Management activities associated with helping Corporations achieve revenue and customer satisfaction objectives. Bill has led and directed diverse teams that have front line involvement with Customer Accounts from a Client Care, Sales, Technical Solutions, Marketing, Service Delivery and Worksite Support perspective.Throughout his career, Bill has worked closely with the Client Care, Sales, Marketing, Engineering, and Technology and Operations teams in his previous positions. Bill has many years of Telecommunications/IT experience in many diverse roles, which has greatly assisted him during interactions and consultations with Major and Enterprise Clients to provide solutions to their communications needs.Bill has an excellent understanding of the needs of the IT, Data, Wireless and IP Network marketplace through his experience in Client Care, Sales, Data Networks Marketing, Customer Equipment Engineering, Central Office Switching, and Installation and Repair.Specialties- Team Development- Operational Planning- Business Planning- Emergency Operations Planning- Business Impact Analysis- Communications- Business and Financial Acumen- Service Level Management- Customer Service- Service Delivery- Thought Leadership - Project ManagementIT Technical - ITIL Foundations Certificate
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