Ryan Ortiz Email Address

Director Information Technology Customer Services

The McGill University Alumni Association of New York connects over 5,000 alumni in NYC through social outings and networking events.

As director of IT Customer Services at McGill University, I am responsible for managing a unit of 100 staff that provides consolidated service desk support, end-user training & communications, and desktop system administration to all faculty, students, staff, and alumni. I am also the IT Service Management (ITSM) process owner for eight ITIL-based processes, including: incident, change, problem, service catalogue, service request, service asset & configuration management, service level management, and continual service improvement. This includes the management of a team of four full-time process managers, and chairmanship of the ITSM governance committees. I have 20 years of experience in the area of IT client services and IT service operations and strive to deliver continually improving value to our customers and internal stakeholders. I am known for being strong advocate for organizational change and for garnering support from colleagues, staff, and stakeholders.