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Marilyn is an innovative and results-oriented leader with extensive IT and business experience delivering business solutions and managing change for business areas including Customer Service, Marketing, Sales, Human Resources, Health and Safety, Finance, and Audit. She effectively manages the impact of change to people and process to ensure sustainable results.  Marilyn is highly effective at building strong business relationships with internal stakeholders and external partners and applies best practices to manage those relationships. She is able to work closely and effectively with all levels of management and staff.  Marilyn is a systemic thinker and innovative problem solver who can see the business and technical sides of the situation.  She has proven strategic planning, negotiation and communication skills.  Her industry experience includes: Sports and Entertainment, Transportation, Utilities, Insurance, Banking and Oil & Gas.
  • Leadership
  • Strategy Development
  • Organization Change Management
  • Relationship Management
  • Vendor Management
  • Contract Administration
  • Business Process Design
  • Program / Project Management
  • IT Application Support
  • Business Analysis
  • Business Case Development
  • Testing Strategy and Execution
  • Communications

IT Program Manager 01/2018 to 03/2018 SHAW Communications Calgary, AB
  • Project managed Wireless Enablement Commissions within the Wireless Enablement Program. Completed draft Project Management Plan, Project Schedule and Risk and Issues Log.  
  • The Wireless Enablement Program was stopped Mar 16, 2018 just prior to the completion of the Definition/Planning phase of the project.
IT Program Manager 12/2014 to 06/2017 Calgary Sports and Entertainment Corporation Calgary, AB
  • Led the development of a four-year strategy and roadmap for both the Food Services department and the Retail department.
  • Planned and executed the development and deployment of the Health and Safety program to comply  to Alberta Occupational Health and Safety Act, Regulation and Code in preparation for COR certification.
  • Planned and executed the Customer Relationship Management (CRM) project using Microsoft Dynamics CRM. Facilitated business process redesign during the requirement and design phase, and the change management activities to drive adoption across the organization.
  • Planned and executed the on time, on budget delivery of the HRIS project implementing the Ultipro system by Ultimate Software and Kronos for time management.
  • Facilitated the consolidation of the time management activities across the organization to one consistent process.
  • Provided support to the transition activities from HRIS Phase 1 - Hockey payroll.
  • Planned and executed remaining phases to bring on remaining payrolls, Human Resource management and benefits, salary planning, performance management and recruiting. Facilitated the development and execution of the change plan which included the establishment of the cross functional team of change champions, communications through multiple channels, training development and scheduling of the training activities.
Project Manager 03/2014 to 07/2014 Beta Machinery Analysis Calgary, AB
  • Planned and executed on time, on budget delivery of the RCA Re-Design project.
  • Increased business value in the first phase of the project by 50%  
  • Proposed a change management approach that fit the organization's style.
01/2013 to 01/2014 Canadian Pacific Railway Calgary, AB
IT Director and Program Manager 03/2012 to 12/2012
  • Responsible for the delivery of the Lead to Cash program to meet business needs of Customer Service, Marketing, Sales and Finance with appropriate use of SAP.
  • Incorporated Organizational Change Management planning and execution into overall project plan to ensure appropriate user engagement and adoption.
  • Led and managed the project team responsible for delivery of the Assessorial project within the program, consisting of internal and external functional analysts and SAP consultants from India, China and US, to meet the business needs of Marketing, Sales and Customer Service.
IT Director and Program Manager 09/2010 to 02/2012
  • Managed the impact of changes, process and technology within IT across all levels.
  • Planned and executed the project to implement the IT Communications Strategy to meet the Corporate Communications framework including the development of standards, tools and process to support the communications needs of IT to a user community and within the department.
  • Provided management oversight to ongoing execution of the process following project implementation.
  • Planned and executed project to evolve the IT Performance reporting, Executive Dashboard and IT Business Unit Scorecards.
  • Worked directly with senior department leaders and their lead team to ensure engagement and adoption were achieved.
  • Planned and executed the program to implement the IT Education and Development strategy for all areas of IT; managed process and associated budget of $2M.
  • Planned and executed project to implement the process to actively manage IT Resource Planning.
  • This included the development and deployment of the IT Onboarding process.
  • Facilitated the Information Technology Capital Planning process from IT in compliance with the Corporate Planning process.
IT Relationship and Program Manager 10/2009 to 08/2010
  • Led initiative to develop and document high level business cases for multiyear multi-million-dollar program to revitalize the strategic IT systems capabilities for the business areas that manage the marketing, sales, customer support, revenue management and product design business processes.
  • Estimated value of the programs was $50M.
  • Directed IT delivery activities of business applications developed for or used by business departments managing strategy, marketing, sales, customer service and product design.
  • Ensured that expected standards for quality and service levels were met.
  • Analyzed the use of technology in each business department in support of key business processes.
  • Documented requirements, improvements and potential change impact for each department in collaboration with key business contacts.
  • Developed monthly communication strategy for department Vice Presidents and key management partners to keep them abreast of IT work in their departments, solicit their support and resolve challenges.
  • Stayed abreast of advances in technology, particularly those of interest to business departments.
IT Director and Program Manager 05/2007 to 10/2009
  • Provided management oversight for IT activities for the business portfolio Strategy, Marketing, Sales and Customer Service.
  • This included delivery of capital business initiatives and ongoing operations.
  • Led the Organizational Change management planning and execution to ensure that the impacted departments were ready and able to adopt the new processes and technology.
  • Led project to develop Relationship Management function within IT.
  • Authored the draft role descriptions, department key accountabilities and process changes required for the successful implementation of the department.
  • Actively involved representative from the various IT departments to encourage support and ownership for the change.
  • Facilitated the transition of the IT business unit into new IT roles during the IT Transformation.
  • Directed activities of Application Development and Support Outsource suppliers in support of 50 business applications.
  • Led project to analyze and document high level business cases for business initiatives proposed for funding to meet Multi Year Capital planning process.
Senior Internal Auditor 01/2006 to 05/2007
  • Led business project for Internal Audit to evaluate, procure and implement suite of Governance, Risk and Control tools to meet business requirements for Internal Audit and other business departments responsible for risk mitigation activities.
  • Performed Operational Audit assessments for Internal Audit - evaluated business processes to ensure effective controls were in place to mitigate risk and reduce variability in the business results.
  • Performed overall IT application health assessment of 400 business applications with focus to identify areas for future audit activity.
IT Supplier Relationship Manager 01/2003 to 12/2005
  • Managed strategic IT outsource relationships with IT Data Services supplier worth over $20M annually.
  • Managed change within the IT department - developed training to facilitate understanding the contract and the impact on the department processes.
  • Managed all aspects of financial commitments, contract support and contract administration inclusive of Contract scope changes to meet customer satisfaction expectations.
  • Led initiatives to ensure effective processes were in place to enable efficient handoff to supplier.
  • Tracked and reported performance of suppliers to SLA's and compliance to company processes.
  • Handled / mediated problem resolution and escalation between IT and suppliers.
  • Monitored operational interfaces and identified continuous improvement opportunities.
  • Led project to establish a best practice organization and processes for outsourcing within IT for a multi-supplier environment.
  • Responsible to manage introduction and adoption/compliance of the new processes within the department.
  • Led project to develop generic key controls and processes to ensure agreements within the Supplier Management department passed audit assessments.
  • Established people relationships between the supplier and company staff to facilitate effective and efficient daily operations of the services being provided.
Education and Training
AASP QSR Certification In Progress 2017
EITC EQi 2.0/EQ 360 Emotional Quotient Certification 2013
ITIL V3 Certification 2011
SAP Custom Terp10 (General Overview) 2011
Business Relationship Management 2009
Leadership Action Appreciative Inquiry Summit 2007
Cross Cultural Training 2007
Leadership Action 2003
Giving and Receiving Effective Feedback 2003
Change Acceleration 2003
Associateship of Business Administration 1982
ProSci Change Management Certiicate 2011
Project Management Professional Eligible
Developing Innovative Ideas for New Companies 2014