With extensive expertise in executive leadership, strategy development, and operational management, I excel in driving organizational success. As a seasoned professional, I specialize in project, program, and portfolio management, mergers and acquisitions, vendor and partner management, enterprise risk management, financial oversight, and process optimization. My strong communication and influencing skills enable effective stakeholder engagement. Recent roles include spearheading service delivery optimization, leading strategic projects, and overseeing global service quality at ThinkOn Inc.
ThinkOn
Vice President of Service Delivery | January 2025 – Present
Senior Director of Service Delivery | January 2024 – January 2025
• Direct accountability for service quality and customer satisfaction globally for B2B channel partners and end subscribers.
• Oversaw successful delivery of technical infrastructure services, SaaS software services, and third-party software integrations.
• Due diligence for global business acquisitions, ensuring seamless integration and maximizing value.
• Championed client onboarding and integration for all acquired businesses, enhancing customer experience and retention.
• Spearheaded service delivery optimization, reducing average time to revenue from 90+ days to under 30 days.
Director, Project Delivery and Business Transformation | July 2021 – January 2024
• Reported directly to the COO with extensive interaction with the C-Suite, shaping strategic direction and execution.
• Led strategic projects for integrating newly acquired organizations, aligning them with corporate objectives.
• Conducted company-wide project prioritization executive reviews, optimizing resource allocation and project impact for North America, Australia, UK, EU and Central America.
• Directed organization-wide programs, including Go-To-Market strategies, Client Services enhancements, Channel Partner Integration, Software Development, and Infrastructure Augmentation.
• Spearheaded and negotiated a multi-million-dollar statement of work for a major custom development project with a Fortune 50 client.
• Drove strategic transformation initiatives, achieving 100%+ year-over-year growth.
• Developed and mentored a high-performing team of Project Managers, Program Managers, Scrum Masters, and Business Analysts.
• Established a formal project roadmap, streamlining communication and reporting practices across the organization.
• Implemented best practices for project tracking, staffing, and resource management.
• Led the adoption of Agile practices, focusing on Scrum and Kanban frameworks, enhancing project delivery efficiency.
• Oversaw the deployment of 17 data centers across North America, UK, Caribbean, and Australia, expanding global presence.
Director, Service Delivery | November 2020 – July 2021
• Managed all customer-facing service delivery teams (approximately 45 staff) across four portfolios including PMO, Product, Engineering and Service Desk
• Directed five international product releases, driving innovation and market competitiveness.
• Key member of the due diligence team for four business acquisitions, ensuring strategic fit and value realization.
• Supported and participated in negotiations for M&A transactions.
• Delivered 50+ projects under significant supply chain pressures and travel restrictions, maintaining operational continuity.
• Implemented a new Service Desk solution, improving customer engagement and satisfaction.
• Introduced KPIs and a ticket reduction program, resolving 300 problem tickets in two months and improving service efficiency.
• Reduced average non-routine ticket closure time from 22 days to 3.8 days through process improvements and continuous improvement efforts.
Director, Product | November 2019 – November 2020
• Led a team of four product managers through a high-growth phase, expanding product offerings and market reach.
• Introduced a first-of-its-kind marketplace solution for the Canadian Federal Government, enhancing public sector engagement.
• Established the company’s first Product Development Lifecycle (PDLC) governance, ensuring disciplined product management.
• Launched a new data storage product with the largest channel partner, achieving global market disruption and industry recognition.
• Developed an intake and evaluation process for new products and categories, fostering innovation and market responsiveness.
Serenity Labs
Founder | November 2015 – Present
• Offering strategic and tactical guidance to diverse industries.
• Specializing in government, not-for-profit, and start-up sectors.
• Providing on-demand direction to founders and established start-ups.
• Experienced system integrator for complex IT programs.
Enercare
Senior Manager, Application Production Support | April 2019 – November 2019
• Directed support operations for SAP, Salesforce, and foundational systems, ensuring high availability and performance.
• Managed a team of 11 staff, including System Analysts, Database Administrators, and SAP/Salesforce Specialists.
• Ensured compliance with SOX and security protocols, maintaining rigorous process and control standards.
• Established and enforced SLAs, KPIs, and qualitative metrics, driving operational excellence.
• Managed the health of Production, Pre-Production, and Development environments, ensuring system reliability.
• Standardized support processes, achieving efficiencies across departments and improving service delivery.
• Facilitated the transition from project pipeline to operational support, ensuring seamless handover and continuity.
• Transitioned a legacy application support team to a modern support group, enhancing capability and performance.
Manager of Vendor Management | March 2018 – April 2019
• Established a new department focusing on strategic vendor relationships with an annual value of ~$35MM.
• Achieved $3MM in savings in the first year while enhancing vendor performance and reliability.
• Renegotiated a troubled relationship with a managed services provider, improving service quality and cost-effectiveness.
• Switched mobility providers, saving $1MM and significantly improving performance.
• Developed and implemented a vendor management practice, embedding industry-leading best practices.
• Advised Finance on new capitalization policies, enhancing financial flexibility and cash position.
• Developed a comprehensive change management process for vendor onboarding and off-boarding.
• Introduced performance metrics for strategic vendors, including KPIs, SLAs, and financial assessments.
Veresume
Strategic Advisor | October 2017 – April 2019
• Guided the founders of Veresume in defining their initial market positioning and brand development.
• Spearheaded the development of the Crypto-Currency White Paper.
• Provided valuable insights on business model development and marketing strategies.
Thomson Reuters
Project Manager | August 2017 – March 2018
• Led large-scale projects with off-shore development teams in China and Belarus, ensuring timely and high-quality delivery.
• Fast-tracked automation of the CI/CD pipeline, achieving significant efficiency gains within six months.
• Directed a platform development project leveraging API integrations, pioneering new capabilities for the company.
• Negotiated new vendor contracts under tight deadlines, supporting critical product launches.
• Defined product strategy and roadmap through stakeholder negotiations, aligning with business objectives.
• Optimized development processes by enhancing team ownership and morale, meeting tight deadlines.
• Overhauled budgeting, project planning, and resource allocation processes, improving decision-making and project outcomes.
Elections Ontario
Project Manager | December 2016 – July 2017
• Directed an $8MM upgrade to the core ERP application, ensuring readiness for the 2018 election.
• Coordinated internal, external, and vendor teams in a complex matrix environment, achieving project success.
• Implemented 60+ large system upgrades, meeting critical deadlines for election readiness.
• Standardized product requirements and developed a long-term product roadmap using agile principles.
• Developed project management processes in collaboration with PMO leadership, enhancing project governance.
• Established new communication processes with the Ministry of Government Services, improving stakeholder engagement.
Enbridge Gas Distribution
Sr. Project Manager – IT Solutions and Support | November 2011 – December 2016
• Directed a team of 35 staff, overseeing IT operations and project activities related to a $12MM Customer Care Capital Budget.
• Successfully completed a six-month, $5MM SAP upgrade for the first time in five years.
• Led a $6MM system upgrade project for a custom gas trading solution, enhancing operational capability.
• Implemented an IT resource optimization initiative, saving over 12,500 hours annually.
• Managed multiple vendors in staff augmentation and fixed price contracts, optimizing resource use.
• Coordinated the Value Achievement Program, ensuring project benefits realization.
• Instituted a process re-engineering program, achieving $30MM in savings over five years.
• Managed 10+ projects, including RFPs, negotiations, contracts, and detailed SOWs.
• Supervised system updates, refreshes, and migrations, maintaining infrastructure reliability.
SteriPro Canada
Implementation Consultant / Project Manager | August 2011 – November 2011
• Successfully led the implementation of custom software within a tight four-month timeframe to meet critical funding requirements.
• Orchestrated an end-to-end solution, including hardware and services sourcing, network setup, software design, development, rigorous testing, and seamless deployment of the customized solution in under four months.
• Streamlined processes by conducting a comprehensive process-flow analysis of the sterilization facility, resulting in formalized process improvements.
• Provided effective leadership to the development team, overseeing defect resolution and ensuring alignment with project scope and design decisions.
eBRP Solutions
Engagement Manager | November 2008 – August 2011
• Client Relationship Management: Spearheaded the consulting division, acting as the go-to point of contact for our prestigious clientele. Leveraged strong communication skills to understand their needs and deliver tailored solutions.
• Team Leadership and Mentorship: Coached and mentored a high-performing team of Implementation Specialists and Project Managers. Focused on skill development, performance evaluation, and fostering a collaborative work environment.
• Revenue Growth: Tripled professional services revenue by optimizing service quality, streamlining processes, and identifying upsell opportunities. Prioritized excellence in every client interaction.
• Innovative Framework Development: Pioneered a robust software implementation framework adopted by multiple Fortune 500 organizations. This framework streamlined project execution, enhanced efficiency, and drove successful outcomes.