A business leader who combines an MBA with 10+ years of experience in corporate, government and startup settings. With a background in consulting, IT operations, project delivery and vendor management.
ThinkOn
Senior Director of Service Delivery | January 2024 – Present
Focused on revamping specific elements of the organization’s customer experience lifecycle.
Director, Project Delivery and Business Transformation | July 2021 – January 2024
Accountable for the successful delivery of all company projects including:
- Go-To-Market
- Client
- Channel Partner
- Software Development
- Infrastructure Augment and,
- Lifecycle Projects
Director, Service Delivery | November 2020 – July 2021
Leading all aspects of service delivery across the organization.
- Responsibility includes four portfolios:
- Project Management Office,
- Service Desk,
- Service Delivery Engineering,
- Product Management
- Accountable for service quality and client/partner satisfaction
Director, Product | November 2019 – November 2020
Led effort toward aligning organization and becoming a product led organization.
- Accountable for the success of a broad portfolio of product and services
- Led a team of four product managers
Serenity Labs
Founder | November 2015 – Present
- IT Consulting Organization providing strategic and tactical direction in various industries.
- System Integration and Project Delivery
- Experience with government, not-for-profit and start-up organizations
- Provide on-demand direction to founders and established start-ups
Enercare
Senior Manager, Application Production Support | April 2019 – November 2019
- Accountable for all elements of support related to SAP, Salesforce and foundational systems
- Managed 11 staff – System Analysts, Database Administrators and SAP/Salesforce Specialists
- Key point of contact for SOX and Security compliance including process and control protocols
- Established and ensured adherence to SLAs (internal and external), KPIs and qualitative metrics
- Accountable for overall health of Production, Pre-Production and Development Environments
- Standardize processes to gain efficiencies across departments, groups and divisions
- Ensured successful transition from Project Pipeline to Operational Support of numerous initiatives
- Successfully transitioned from a Legacy Application Support team to a modern support group
Manager of Vendor Management | March 2018 – April 2019
- Implemented new department focusing on vendor relationships with annual value of ~$35MM
- Garnered savings of $3MM in the first year while improving vendor performance and reliability
- Renegotiated troubled relationship with managed services provider
- Switched mobility provider leading to $1MM of savings while drastically improving performance
- Spearheaded a vendor management practice and embedded industry leading best practices
- Advised Finance on new capitalization policies enabling flexibility and improved cash position
- Developed broad change management process used to facilitate Vendor Onboarding/Offboarding
- Introduced performance metrics for strategic vendors including KPIs, SLAs and financials
Veresume
Advisor | October 2017 – April 2019
- Provided strategic guidance to the founders of Veresume.
- Assisted with the definition of the initial market positioning and brand development
- Led the development of the Crypto-Currency White Paper
- Advised on business model development and marketing
Thomson Reuters
Project Manager | August 2017 – March 2018
- Directed two large-scale projects through off-shore development teams in China and Belarus
- Fast-tracked project activities to automated CI/CD Pipeline in 6-months
- Headed platform development project leveraging API Integrations as a company first
- Negotiated new vendor contract in record time as to facilitate product launch deadline
- Defined product strategy and roadmap through negotiations with internal and client stakeholders
- Optimized development by driving team ownership and morale while delivering to a deadline
- Overhauled budgeting, project planning and resource allocation processes to improve decisions
Elections Ontario
Project Manager | December 2016 – July 2017
- Orchestrated an $8MM upgrade to the core CRM application at Elections Ontario
- Led internal, external and vendor teams to achieve success in a complex matrix environment
- Implemented 60+ large system upgrades to a custom solution required for 2018 election
- Standardized product requirements and built long-term product roadmap using agile principles
- Crafted numerous Project Management processes in close collaboration with PMO Leadership
- Established new communication process for all interactions with Ministry of Government Services
Enbridge Gas Distribution
Sr. Project Manager – IT Solutions and Support | November 2011 – December 2016
- Direct oversight of 35 staff – Analysts, Engineers, System Administrators and Release Manager
- Oversaw all IT operational and projects activities related to Customer Care Capital Budget of $12MM).
- Successfully implemented a six-month, $5MM SAP upgrade – first time in 5 years
- Headed a $6MM system upgrade project for custom gas trading solution
- Spearheaded IT resource optimization initiative saving the organization over 12,500 hours / year
- Directed 5 separate vendors in staff-augmentation, time and material and fixed price contracts
- Coordinated Value Achievement Program which ensured project benefit realization
- Instituted a process re-engineering program saving $30MM over 5 years
- Managed 10+ Projects including RFPs, negotiations, contracts and detailed SOWs
- Supervised system updates, refreshes and migrations including infrastructure update
SteriPro Canada
Implementation Consultant / Project Manager | August 2011 – November 2011
- Facilitated the implementation of custom software in a four-month window to meet funding requirements
- Implemented end-to-end solution including hardware and services sourcing, network creation, software design, development, testing and implementation of custom solution in less than 4 months
- Formalized process improvements based on a detailed process-flow analysis of the sterilization facility
- Supervised the development team to remove system defects and formalize scope, design decisions
eBRP Solutions
Engagement Manager | November 2008 – August 2011
- Headed the consulting arm of eBRP as the customer-facing point of contact for 20+ Fortune 500 clients
- Coached, mentored and evaluated a team of Implementation Specialists and Project Managers
- Tripled professional services revenue by focusing on excellence in service delivery
- Developed a software implementation framework used by several Fortune 500 Organizations