Entrusted in 2020 with the Change portfolio, this formality of role aligned focus on bringing current and future customers to best practices.• Chairs the Change Advisory Board and coordinates sign-off. Working with business process owners, service owners, and users. Facilitates, plans, and communicates for appropriate organizational change management.• Established of the release and change policy for the organization for live environments and ensures that processes, tools, techniques and personnel are in place.• Provides support and thought leadership to help deploy releases into production through the execution of required and appropriate steps with an understanding of required lead times, ensuring alignment across all application streams, vendor and client teams.• Reviews the effectiveness of change implementation and drives continuous improvement in the change and release procedures governing change management.• Created video shorts, documentation of procedures, and provided training during the adoption of new service tracking tool.• Provides guidance for other key processes and supports audit requirements around change management.

Caring for internal and external Manitoba Blue Cross customers, responsible for all service management and delivery oversight of the Shared Services Claims Processing Solution. Entrusted in 2020 with ownership of the Change Management practice, in addition to previous Incident Management and Problem Management leadership.• Monitors performance of overall services, driving weekly/monthly achievement of Service Levels.• Chairs service management meetings and operational governance reviews.• Supervisor of Claims Processing Solution Service Desk.• Coordinator of all data center activities.• Proactively managing core vendors.• Plans and tests Disaster Recovery.

Focusing on the timely coordination of emergency customer situations, identified as the Subject Matter Expert of Critical Incident Response Teams during a 2014 external consultant engagement. The CIRT process involves organizing the restoration efforts of support teams and leaders during significant events. In 2015, exceeded the highest CIRT volume ever completed by an individual within a single year after reaching the 100 meetings mark. Also demonstrated excellence within other Service Delivery responsibilities.• Facilitator of Transition To Production process, including Project Manager onboarding.• Creator of Incident and Change communications.• Experienced chair of Service Delivery meetings.• Incident and Request escalation management.• Change Management board approver.• Frequent outage and trend reporting.• Creator of processes.

Driven by the desire to assist internal staff, consistently achieved +80% First Contact Resolution. This was the highest of the company during this period. Also created group training on Teamwork and Best Practices.