Derek Roy

National Director, IT Service Management @Gowling WLG

Toronto, ON, CA

Leading the internal client-facing departments within the Information Technology group, supporting legal professionals and business services teams across Canada.• Developed strategy direction for Help Desk service delivery, aligning the group to ITIL standards to improve efficiency, transparency, and customer satisfaction, moving away from local office service silos.• Responsible for ITSM practices across IT, maturing change, incident, problem, and request processes.• Managing a group of IT purchasing and business management professionals with a focus on streamlining fleet asset management processes and reducing manual efforts to achieve efficiencies.• Guiding the IT department in developing, maintaining, and managing to operational health KPI reporting.• Responsible for ensuring ITSM teams are adhering to ISO27001 for regular audits and recertification.• Lead and owner of service tooling maturity project, transitioning from legacy ITSM platform to ServiceNow for IT and national business services workflows, self-service, and fulfillment.

Mohawk College of Applied Arts and Technology

Computer Systems, Information Systems