Responsible to lead and develop a cross-functional Product delivery team with accountability for a portfolio of delivery initiatives. Provide strategic vision and leadership in practices and methods to improving the delivery maturity across the IT organization. Provide thought leadership to drive effective, efficient and quality initiative delivery results for business objectives.

Leads the Service Delivery Process Management (SDPM) Center of Excellence (COE). Lead change agent for the development, implementation and maturation of service delivery process management throughout the technology organization.

Leads the Service Delivery Process Management (SDPM) Center of Excellence (COE). Lead change agent for the development, implementation and maturation of service delivery process management throughout the technology organization.

As the Director, RES Sales Technology I provide vision, strategic direction and leadership in the implementation, ongoing maintenance, and enhancement of a portfolio of SaaS systems that support the RESL Sales business unit.• Led planning and delivery of the RESL business unit technology roadmap that supports the business strategic plan.• Partnered with peer Business leads to determine technology-enabled operational excellence opportunities to optimize operational costs. • Managed annual $2M operating budget for department and provided department inputs for annual budget planning process.

Managed day-to-day client relationships and projects. Interfaced with key stakeholders applying technical proficiency across different stages of the software development life cycle in client projects. Developed implementation plans to drive clients’ project goals and objectives.• Successfully led the agile delivery of a tele-med solution for a multiple clinic healthcare provider.

As Group Leader, Customer Success, Student Lending, I managed services revenue growth strategies for $100M book of business, and provided transformation strategies for end-to-end client support experiences. I was accountable for service delivery governance of managed services for the portfolio, including SLA compliance and contract obligation reviews, and delivered operational and business reviews to clients. I also designed service delivery strategies and problem management activities, as well as implementing SaaS platforms and client on-boarding process.• Developed services revenue growth strategies for advancing portfolio growth of $100M book of business.• Led presentation of quarterly operational and business reviews to clients. Led lending platform implementation and client onboarding processes for new Financial Institutions. Led development of the rationalization strategy for assigned managed service program to identify and eliminate high-risk legacy solutions.Key Accomplishments:• Successfully executed phase 1 of the student lending digital transformation rationalization program reducing legacy footprint by 75% and operational costs by $3.5M.• Built and executed portfolio strategy to grow revenues of a $60M portfolio by 5%, year over through design and implementation of a service incentive program

Responsible for business management functions of the technology delivery office including annual planning and execution, financial forecasts, variance analyses, revenue recognition forecasts, and portfolio performance for a $15M operating budget.Key Accomplishments:• Drove cost savings of $1M through leadership of Six Sigma transformative program, doubling delivery capacity, increasing velocity of delivery team, achieving 2013 CEO Leadership award.• Developed multi-year technology modernization strategy to enable product adoption growth, legacy platform retirement, and decrease the technology risk rating to a portfolio of SaaS platforms.• Slashed operational costs by $3M and legacy technology footprint by 95%, leading a technology rationalization program for the mortgage technology vertical.• Led successful onboarding of one of the big 5 Canadian Financial Institutions for an automobile collateral management solution, meeting pre-sale forecasted quarterly cost savings and efficiency targets.

Accountable for a five-million-dollar professional services delivery operation, where I led client engagement opportunities, facilitated delivery of SaaS based software solutions, built strong customer relationships as well as with stakeholders. I developed and led the execution of client technology delivery roadmaps and portfolio/program plans for 18 lender clients. I also successfully led several large complex client onboarding projects, for Banks and Mortgage Lenders, on SaaS lending platforms and integration processes.Key Accomplishments: • Launched process improvement consultancy practice, generating $1M in revenue.• Drove company growth with promotion of consulting engagements, and sales of SaaS managed services, total contract value of $11M.• Launched successful onboarding practice and delivery of customer solution projects for 18 clients, achieving $5M in professional service revenues.

Accountable for service delivery strategy development in this position, provided direction and improvement strategies on policy development and compliance efforts impacting service delivery. I successfully led the design and implementation of a technology platform stabilization strategy, improving performance KPI’s by 30%.

Responsible for the development and execution of the organization’s client technology support strategies. I managed help desk and the incident resolution process regarding application support and performance, for escalated client issues. I lead the project to implement ITIL based service management framework, and identified trends for improvement which resulted in reduced repair time for incident tickets by 60%.Key Accomplishments: • Successfully implemented ITIL frameworks for Incident, Problem and Change Management• Recipient of 2009 Polaris Award for demonstration of exceptional client service and service delivery targets achievement.