Doug Olson

Doug Olson

Senior Advisor

Value Proposition

Doug has over 25 years of experience in the delivery of IT services and technical leadership with corporate internal organizations as well as global outsourcing companies. As Director of Internal Services with an IT outsourcing enterprise, Doug managed technical groups and delivery staff supporting internal clients and their use of the corporate IT infrastructure. With a global IT organization, Doug held positions in the client service roles supporting multi-national and government clients. Doug is experienced at working with Metrics and Service Levels Agreements of IT services, making him proficient in facilitating contracts for either clients or contractors in opportunities to contract IT. Utilizing a participative management style, Doug enjoys creating an environment where the all participants are involved in recommending and implementing changes that reduce workload and eliminate wasteful activity.

Selected Engagements

  • Service Delivery Executive – responsible for transition and transformation of IT services to Service Alberta infrastructure, including help desk and field services. Role required coordinating communications with several levels of Ministry management.
  • As Service Delivery Manager End User Computing Kraft North America, coordinated transition and transformation activities of 30K users to service desk, field services, and messaging. Charged with meeting contracted services levels, coordinating plans to integrate client community and delivery team to improve processes and procedures.
  • Managed projects and Project Managers throughout career and was a member of a team that implemented a PMO strategy.
  • Manager Field Services Canada – With a staff of eight managers and 300 analysts supported multiple cost models and budgets for clients across Canada. Successfully reduced P&L, while meeting service level agreements.
  • With multiple Project Managers supported all projects delivering enhanced or new services related to the technical infrastructure for a Government Ministry of Transportation. Position was responsible for $8M annually worth of projects including annual planning and budgeting.
  • As Operations Manager for an internet ISP/ASP, implemented a customer services strategy. Governance comprised of incident/problem/change management and reporting. Formalized documentation of SLAs and associated contract schedules, budget and cost models.
  • As Director Internal Delivery Services for a global IT services organization, managed multiple teams responsible for the successful integration and delivery of Corporate IT services for 10K employees in 100 locations throughout North America and UK. With a budget of $26M dollars annually, reduced unit cost of corporate delivery of wide area network, email services, internet/firewall, and corporate software while improving services.
  • Operational leader in a disaster recovery and business resumption project for a major corporation. Successful recovery of services was accomplished on multiple occasions.

Qualifications

  • Recipient of the MCI Masters Award for “Dedicated Service and Strong Customer Service”. This is an annual award and was presented to the award winners by the CEO of MCI.
  • Trained in Continuous Improvement based on the Conway Methodology.
  • ITIL Fundamentals training and certification.
  • AMOCO Internal Management College. Multiple week training on Management Processes and Employee Performance Evaluation.

News & Articles

To learn more about Doug please contact Managing Principal Gord Forbes.

Phone: (403) 264-8195   ext.1006
Toll Free: (888) 282-8450
Email: gforbes@osborneinterim.com

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