Jennifer Hilliard

Experience

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  ISM Call Centre Services (an IBM company)

  Jan 1994 - Jan 1999

  Team Lead and Project Coordinator

  Team Lead for multiple inbound call centre contracts. Responsible for meeting aggressive service level agreement targets for major clients, reporting metrics, staffing, customer escalations, and employee evaluations and training. Developed a comprehensive training program for new hires, which won the "Innovation and Achievement" challenge award in 1996. Project coordination for major Canadian financial institution, processing employee payroll deduction purchasing of Canada Savings Bonds. Project included physical processing of batch applications, scanning, and optical character recognition technology. Show less

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  IBM

  Jan 1999 - Aug 2021

  PMP certified, Complex Projects Manager. Responsible for managing projects spanning multiple service product lines including: end user deployment and refresh services, server and storage, integrated communications and networking, transition and transformation projects, enterprise service desks, and ITSM. Experienced with private sector and Federal Government accounts. Specialized in the deployment and maintenance of retail and banking environments, data centre build and migrations, network implementations, transition and delivery of enterprise service desks, process development, documentation, and improvement, data centre provisioning and colocation implementations. Experienced with projects exceeding 300M total contract value. Show less CareerNet Communications and Canada French CareerNet Web Site OwnerResponsible for providing ongoing internal HR communications to an audience of 18,000 employees at all levels of the business. Project managed the communications component of a major expansion of HR services. Designed a comprehensive communications strategy utilizing multiple communication vehicles including print, Web, and electronic mediums. Developed executive, management, and employee level communications. Demand for services rose by 38% in the first month following expansion. Participated in corporate intranet communications strategy meetings at a global level.Ongoing ownership of a French language intranet career management and skills development Web site including content management and technical web development using Microsoft FrontPage. Show less CareerNet Specialist and Career CoachSupported a base of approximately 18,000 employees across Canada from IBM and its subsidiaries. Responsible for bilingual customer service via a 1-800 telephone line as well as intranet and e-mail. Coordinated information and registration for monthly career chats, gathering and reporting key measurements. Conducted initial discussions with employees to provide guidance and focus, and to develop action plans for career management and skills development. Successfully managed the development and implementation of an automated online web registration form, confirmation, and tracking system which improved ease of use for internal customers and resulted in a combined time and cost savings of 87% Show less

  • Sector Portfolio Manager - Federal

    May 2021 - Aug 2021

  • Senior Project Manager

    Jan 2002 - May 2021

  • HR Professional - Communications

    Jan 2000 - Jan 2002

  • HR Professional - Career Coach

    Jan 1999 - Jan 2000
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  Kyndryl

  Sept 2021 - now

  Responsible for the Canadian Federal sector portfolio. The Portfolio Manager reports directly to the Kyndryl Consult Delivery Lead and has direct reports including Program Managers, Project Managers, and Project Specialists. They have overall accountability for the delivery and financial management of projects within their sector. In addition, they are accountable for their team's coaching, training, and development. Key responsibilities include governance and strategic alignment with key stakeholders such as Contract Management, Sales and Executives, driving delivery and operational efficiencies, and people and resource optimization. Show less

  • Associate Director, Data Centre Strategy

    Mar 2023 - now

  • Associate Director, Kyndryl Consult Federal Portfolio Management

    Sept 2021 - Feb 2023