Steven Hertel
Senior IT Services Delivery Manager @Compugen Inc
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WORK HISTORY
Senior IT Services Delivery Manager @Compugen Inc
Vancouver, BC, CA
Compugen is one of Canada\'s largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.The Senior Delivery Manager is responsible for all service delivery activities for the assigned customer accounts. All service delivery is under the oversight of the Delivery Manager regardless of whether the staff involved report directly to the DM or are leveraged from other groups. The Delivery Manager is responsible for the quality of service to the customer and has authority to resolve administrative, scheduling, resourcing, backup, and replacement issues.The Senior Delivery Manager has increased responsibility for account strategy in collaboration with the account executive, and creating unified services delivery models that remove barriers and ensure an exceptional customer experiences. Thought leadership and a passion for growth make the Senior Delivery Manager a true Tech Ally to our customers.
EDUCATION
RCC Institute of Technology
Associate's degree (2 year diploma), Electrical and Electronics Engineering
SKILLS
ABOUT STEVEN HERTEL
Accomplished leader with extensive experience in directing technology operations in fast-paced and complex settings. Demonstrated expertise in spearheading major IT projects in line with corporate strategies. Proven success in optimizing workflows, increasing efficiency, and minimizing operational expenditures. Skilled in building, guiding, and inspiring high-performance teams, fostering culture of excellence, collaboration, and continuous learning. Refined communicator, adept at forging strong relationships with stakeholders, vendors, and clients, facilitating seamless technology integration and adoption. Committed to staying at forefront of technological advancements, ensuring adherence to best practices and regulatory standards, and propelling organizational growth through strategic technology leadership.Signature Accomplishments-Directed team performance management, focusing on achieving personal and organizational objectives-Headed multiple tool migrations, including transitioning to Service Now, MS Teams to Slack, and P81 to Crowdstrike Warp, ensuring seamless integration and minimal disruption-Achieved ITIL Foundations certification, leveraging expertise in IT service management principles and practices, contributing to improved IT service delivery-Spearheaded IT projects from inception to completion, ensuring timely delivery and alignment with project objectives-Conducted biweekly strategic meetings with HR, security, and communications teams, fostering alignment on IT strategy and enhancing cross-departmental collaboration-Enhanced productivity by providing comprehensive support in Microsoft and MacOS environments, leveraging Jamf, Okta, and Google Workspace tools-Developed and led change and incident management processes, streamlining response mechanisms and reducing resolution times-Steered O365 and Google Workspace environments, including successful migration from on-prem Exchange/AD-Managed inventory and hardware renewal processes, ensuring optimal resource utilization and timely equipment updates.
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