Nathalie Bouchard
Delivery Project Executive @IBM
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WORK HISTORY
Delivery Project Executive @IBM
Montreal, QC, CA
Accountable for Steady State operations, Incident, Major Incident, Problem and change management and account financesAccountable for contract delivery accuracyEscalation point for services processes for steady state and projectsAccountable and single point of contact and escalation for all issues related to steady state and projectsCoaching and training various account teams (100 resources) delivering client services and new processesBuilding and implementing new courses and team knowledge and refreshing course internally Achievements Achieving account financial objectives from a GP perspectiveAccountable for successfully implementing Service Management processes including Incident, Major Incident, Problem and Change management during various systems transformation for the National BankResponsible for all processes with different lines of support ensuring SLA attainmentAccountable for all Service Management process integration, with the customer, IBM, service providers and underpinning contract
SKILLS
ABOUT NATHALIE BOUCHARD
IT professional with proven success rate with over 25 years of experience in Information Technology, Operational excellence, Customer Service, Disaster Recovery, Vendor and Management relations in the Pharmaceutical, Telecommunications and Banking industries. Highly motivated leader with strong HR Management and Project skills, specializing in delivering outstanding results. Proven successful in building highly effective teams and Service Management processes while maximizing tools such as IVR and CTI systems. Career objectives include continuous growth and sense of contribution.
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