Brent Nowlan
Team Leader, Service Delivery @Cineplex Digital Media
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WORK HISTORY
Team Leader, Service Delivery @Cineplex Digital Media
Waterloo, ON, CA
Rebuilt the BOM team with clear standards and ownership. 50% faster speed‑to‑resolution with higher accuracy. SLO set to 48–72 hrs; most deliver in 24–48 hrs.• Built onboarding and training that gets new hires productive 20% faster. I run 1:1s, coach, and hire.• Created a KPI dashboard (Jira + Teams) tracking time‑to‑action; set the SLO baseline.• Delivered a Python + AI pricing database connected to a vendor FTP. Instant pricing. No procurement back-and-forth.• Took over a national multi‑site refresh after deliverables were dropped. Produced design elements, site‑by‑site drawings, and updated itemized bill of materials so rollout landed clean.• Act as escalation point. Resolve issues fast. Keep stakeholders informed.• Drove automation and workflow improvements that cut time and improved accuracy.• Wrote installation and technical documentation people actually use.• Partner with internal teams and external vendors to design practical solutions for day‑one execution and hardware validation.
EDUCATION
OIART
Diploma, Recording Arts
Galt Collegiate Institute
High School Diploma
SKILLS
ABOUT BRENT NOWLAN
Service Delivery Manager | Service Delivery Management | Project Enablement & ExecutionI lead IT operations and service delivery functions that turn complex hardware deployments into calm, accurate, and fast execution. With a background spanning IT service management, SLA/SLO ownership, and people leadership, I build teams and processes that consistently outperform delivery targets.I rebuilt a struggling BOM team and currently lead four specialists, managing workload, delivery standards, onboarding, and execution across project enablement and day-one installs. I own hardware validation and BOMs end-to-end, and regularly perform managerial responsibilities including hiring, coaching, performance check-ins, and process ownership.Leadership Impact• 50% faster BOM resolution due to department improvements o Defined SLO: 48–72 hours o Most BOMs delivered in 24–48 hours• 20% faster time-to-productivity for new hires through structured onboarding• Designed and maintained a Python + AI pricing database integrated with vendor FTPs o Instant pricing, reduced procurement dependency• Took ownership of a cross-country mall refresh after missed deliverables o Produced rack design elements, site-specific drawings, and BOMs o Program completed cleanly and on scheduleOperational & Management Wins• Saved $120K by repurposing hardware while producing events for attendees• Coordinated a 6-person operations team across 23 buildings• Reduced 5–10 hours/week of operational waste through process improvements• Built an AV communications service supporting employeesLeadership & Management Style• Direct, steady, and hands-on• Set delivery standards, define workflows, and write runbooks• Remove blockers and improve cross-functional execution• Automate repetitive work using Excel, Power Automate, and Python, then operationalize it through documentation and team trainingOutside of work I enjoy writing and recording music, repairing old electronics, building guitar pedals, video games and playing soccer.I focus on people, process, and delivery—in that order.
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