Christine Desjardins

-Act as the primary strategic interface between SNB Technology Services and the Horizon Healthcare portfolio, ensuring IT services effectively support clinical and operational priorities -Build, strengthen, and sustain trusted, collaborative relationships with key stakeholders, ensuring alignment between client priorities and IT service delivery -Drive continuous service improvement initiatives that enhance client satisfaction and reduce friction across IT service delivery -Champion a culture of service excellence and client advocacy, influencing teams and leaders to adopt consistent, client-focused practices

-Provide strategic leadership to a province-wide Deskside Support organization, overseeing 4 supervisors and 80+ technicians across N.B, ensuring consistent, high-quality delivery of client-facing IT services -Provide strategic leadership and coaching to our HealthCare Telecom Analyst -Ensure timely and effective resolution of incidents and service request minimizing disruption to business operations while maintaining a strong focus on customer experience and service excellence -Establish and maintain operational processes, standards, and best practices, partnering with clients and stakeholders on continuous improvements initiatives that align IT services with evolving business needs -Monitor, analyze, and report on KPI’s and service deliverables, proactively identifying trends, risks, and gaps, and implementing corrective actions to improve performance and service outcomes -Lead staffing, workforce planning, and resourcing activities, ensuring appropriate coverage, skill alignment, and scalability to meet operational demand and service level commitments -Drive a culture of accountability, collaboration, and continuous improvement, supporting supervisors in performance management, coaching, and professional development technical teams

-Led end-to-end program delivery, planning, and execution across all customer experience business functions -Facilitated and guided cross-functional collaboration, leading meetings with diverse stakeholders to align priorities, resolve issues, and support successful program outcomes -Provided strategic insight and readiness analysis focused on customer satisfaction, revenue impact, and employee preparedness to support informed decision-making -Maintained accountability for program governance and tracking, including readiness plans, action logs, meeting agendas and minutes, and post-implementation reviews to ensure continuous improvement

-Developed and executed change management strategies to support the successful adoption of complex initiatives, partnering with diverse stakeholder groups to drive engagement and minimize change resistance -Identified, analyzed, and mitigated change-related risks, proactively developing mitigation plans to protect service continuity and business outcomes -Contributed to training needs assessments, providing input to ensure employees were equipped to adopt new processes, systems and products -Improved our onboarding effectiveness by identifying training gaps related to major product launches and collaborated with our training teams to update their curriculum -Led and implemented change initiatives within a call center environment, ensuring operational readiness

-Led the successful launch of Rogers Ignite TV in Atlantic Canada, ensuring bilingual readiness, strong customer experience, and cross-functional alignment -Recognized with a Customer First Award

-Oversaw facilities-related operations for the call center, partnering with senior leaders across departments -Provided direct leadership, coaching and performance management, and day-to-day operational guidance -Accountable for the management and execution of initiatives and program, ensuring operational readiness -Chair of Health and Safety committee, ensuring compliance, risk mitigation and a safe working environment -Developed and delivered a comprehensive pest management action plan to address issues and maintain workplace standards