Co-Founder & President, Xceedure Inc., Canada & USA | Nov 07 to Present

Xceedure Inc., offers some of the highest quality training, consulting and staffing services in the areas of IT Service Management, Enterprise Architecture, and Business Process Management. Unlike most management consulting firms, we gurantee measureable return on IT and related improvements. Some of the clients include the following:

  • Colgate-Palmolive
  • CVS/Caremark
  • Deutsche Bank
  • MAF
  • Amex
  • J&J

Performed org/cultural, ITSM & process maturity assessment. Organized & managed executive awareness / alignment workshop.

Created Colgate-Palmolive Global Shared Services ITSM Implementation Strategy & Roadmap.

Developed ITILv3 process packages to improve operational efficiencies and organizational effectiveness as well as drive implementation / configuration of SAP ITSM solution.

Developed Service Catalog and implemented service management capability for management of VoIP Service as a pilot.
  • Serve as a thought-leader, develop strategic roadmaps & plans and establish stakeholder & organizational alignment in support of BPM initiative.
  • Establish Business Arch capabilities to drive definition & realization of business aligned IT strategies & enable effective BPM implementation.
  • Institutionalize EAM (based on TOGAF & Zachman) & define AS-IS & TO-BE architectures & standards to support business transformation.
  • Establish integrated quality mgmt mechanisms (Objectives, CSFs, KPIs, Metrics, BSCs, & others) to realize culture of continual improvements.
  • Develop BPMS Reference Architecture and oversee the end-to-end deployment-Lombardi, Websphere, MQ, Documentum & other components.
  • Institutionalize BSM/ITSM (based on ITILv3, ISO-20K & COBIT) to ensure that IT capabilities are implemented to enable business improvements.
  • Mentor / train key stakeholders from across business and IT on BPM, ITILv3, EA (TOGAF & Zachman) and other key practices.

ITIL Expert Consultant & Architect - Jan 10 to Jul 10

  • Provided ITIL/ITSM/ISO-20k/COBIT expertise to automation / technical architecture teams to ensure that desired capabilities were delivered.
  • Analyzed and documented solution requirements for Event, Incident, Problem, Change, Configuration Management & Auto Discovery.
  • Assessed current state tooling capabilities, identified gaps and proposed longer-term as well as shorter-term enhancements.

Chief Architect & Interim Head of IT Operations - Jul 08 to Feb 10

  • Established EA function & framework/processes (based on TOGAF & Zachman).
  • Led architecture & delivery of end-to-end JCB credit card processes & integrated solution.
  • Deployed SOA-enabled platform to define and manage business process driven services.
  • Envisioned & defined AS-IS & TO-BE enterprise architectures–“most sophisticated architecture practice across region” by IDS-Scheer
  • Developed strategic roadmap to achieve operational excellence & established ITSM foundation. 
  • Designed IT governance framework and developed MAF IT Service Catalog.
  • Redefined Network Os, Server Mgmt & Support, Service Desk and Data Centre functions

Lead / Expert ITIL Consultant - Aug 08 to Apr 09

  • Performed assessment of Service Asset & Configuration Managemen (SA&CM)t process and designed target state
  • Developed “IT Asset Management” policy & designed related KPIs and metrics.
  • Performed AS-IS assessment of different applications that were used to support SA&CM activities.
  • Collaborated with lead architect and developed end-to-end ITSM technology architecture (focusing on SA&CM)

Lead IT Strategy & Transformation Consultant and Lead ITIL Architect - Nov 07 to Oct 08

  • Performed ITSM Program assessment, provide tactical & strategic recommendations and developed an ITSM roadmap & plans.
  • Performed ITIL process & service assessments, established targets, designed TO-BE processes.
  • Envisioned & led the design and development of the IT Service Catalog.
  • Envisioned, designed and helped establish Continual Service Improvement function.
  • Developed compliance strategy & ensured alignment between COBIT, ISO-20000 & ITIL components.


Director, Merrill Lynch & Co. Inc., USA | Aug 06 to Jan 08

Head of Business Effectiveness Improvement(BEI) & Head of Information Security Solutions Group (SSG)

Strategy, Planning and Leadership

  • Established and implemented BEI / SSG transformation strategy to deliver high-quality security services across ML.
  • Provided change leadership, revamped SSG, created BEI, and mentored members to create high-performing teams.

Business Process Management (BPM) & Enterprise Architecture (EA)

  • Led BEI & leveraged BPM, 6σ, CMMI, ITIL & PMBOK to define Service Management Architecture Framework (SMAF).
  • Led the development of an SSG environment (process & automation) that resulted in productivity gains of over100%.
  • Ensured effective EA planning, delivery and management to achieve greater business-alignment.

Service Management, IT Operations & Governance

  • Defined & led implementation & operation of Service Desk. Established SLM to ensure that customer expectations were met.
  • Led the development SMAF to efficiently design & implement business-aligned, horizontally integrated service delivery.
  • Led the process design / re-design of SSG and BEI services and implementation of ITSM/Remedy.
  • Revamped compliance program to ensure efficient execution of SOX and other related governance efforts (Vendor Mgmt).
Vice President, Citigroup Inc., New York, USA | Jul 03 - Aug 06

Head of PMO & Process Engineering Group - Architecture & Emerging Technologies (AET) / Enterprise Technology Office (ETO), Citigroup Technology & Operations

Lead Process Architect - Enterprise Systems Management Group - Citigroup Technology Infrastructure (CTI)

Strategy, Planning and Leadership

  • Collaborated with Citigroup CIO and other executives to design IT Strategy for managing growing IT complexity.
  • Designed PMO and PE&QM strategies and established and led high-performing teams to achieve respective visions.

Business Process Management (BPM), Service-Oriented Architecture (SOA) and Enterprise Architecture (EA)

  • Developed tailored methods for agile development, PM, EA & ITSM. Re-engineered Citigroup O&T budget processes.
  • Developed Iterative Dev Lifecycle (IDLC) based on RUP, PMI PMBOK, Zachman, TOGAF, Goals Modeling, MDA, XP & Scrum. 
  • Enabled successful adoption of IDLC to improve quality & timely delivery of solutions that met regulatory requirements.
  • Led the development of SOA infrastructure in support of ITSM, Identify Management and other strategic projects (ARIS).
  • Collaborated with IBM RUP & RPM Product Managers to define future evolution of these products.

Program and Project Management – PMO

  • Directly promoted from MA to VP & appointed to establish, manage & lead the PMO organization for the ETO.
  • Led PMO to manage development & deployment of complex enterprise-wide technology solutions (~60 person / ~$80MM).
  • Served on Strategy & PM Council, leveraged PMBOK & contributed towards the development of “PMO in a box”.
  • Led development of standardized PM processes based on PMBOK across Citigroup Technology Infrastructure (CTI).

Service Management, IT Operations & Governance

  • Led the implementation of Incident, Configuration, Change & Release Management for Citigroup Technology Infrastructure (CTI).
  • Managed Enterprise System Mgmt group & streamlined end-to-end event mgmt capabilities to enable pro-active incidents mgmt.
  • Architected rules-based solution to ensure effective device monitoring & efficient problem management.
  • Led tool evaluations including BMC ITSMv7 to support core ITSM processes and architected needed integration points.
Achieved compliance with ISO20000 & COBIT standards. Developed Citigroup IT policies (PMO & S/W Mgmt) for ETO
Prior Consulting Positions, including Ernst & Young Inc., | Jan 94 - Jun 02

Softchoice Corporation Canada – Lead Systems Architect (Jul 01 – Jun 02)

  • Collaborated with CEO & designed business/IT strategy. Led architecture team to identify, evaluate, architect & implement ERP.
  • Architected rule-based ERP & content management system (Inktomi Enterprise System).
  • Advised CTO, mentored architects & PMs on best practices in PM & software engineering (RUP, XP, & SCRUM).

Ernst & Young Inc. / Cap Gemini Ernst & Young Inc. Canada – Senior Consultant (Feb 00 – Jul 01)

  • Directed OPG data warehousing –data analysis, source-target mapping, extraction, transformation & loading.
  • Designed & developed business objects & business actions in Java/JSP to implement online retailing system (canadiantire.ca).
  • Analyzed, designed & developed of web-based project management tool to support distributed PMO ops (Fidelity Investments).
  • Led the analysis, design (UML) & implementation of an Engagement Mgmt System using ASP & SQL Server 2000.

MicroComm Systems Inc. Pakistan – Consulting Manager (Jan 94 – Aug 98)

  • Directed the technical staff (~50 IT professionals) in architecting, prototyping, implementing and testing IT systems.
  • Designed IT strategies. Analyzed requirements. Designed LANs, developed databases and other apps (C/C++, Access, etc)