Experience

Deloitte Global

Manager, Content Strategy

Global Alliances, North America & Europe

Feb 2025 – Jun 2025

Led cross-regional strategic initiatives across North America and Europe, strengthening alliance governance, performance management, and global workflow maturity within Deloitte’s partner ecosystem.
Owned and defined performance KPIs across global alliance initiatives, establishing measurable success criteria and executive reporting frameworks to improve accountability and decision clarity.
Designed and institutionalized standardized reporting and governance cadences, enhancing transparency, alignment, and cross-regional coordination across distributed stakeholders.
Accelerated time-to-market by modernizing global workflows through AI-enabled process enhancements, reducing bottlenecks and increasing execution velocity.
Facilitated executive planning sessions and global workshops to align market priorities, clarify ownership structures, and strengthen cross-functional execution.
Elevated operational maturity across strategy, marketing, and delivery functions by embedding structured change tracking, milestone governance, and performance visibility mechanisms.

Alliance Governance KPI Frameworks Executive Reporting AI-Enabled Workflows

Deloitte Canada

Manager / Lead, Higher Education Transformation

Government & Public Sector Solutions

Jun 2022 – Jul 2025

Served as functional and technical lead for enterprise SaaS implementations, validating scope, designing future-state process maps, and driving alignment across public-sector clients and cross-functional teams.
Translated strategic roadmaps into clear delivery plans with milestones, owners, and technical requirements; managed updates in JIRA, DevOps and kept Kanban boards current for full transparency.
Led design workshops, gathered stakeholder feedback, and translated business needs into detailed, developer-ready specifications, project milestones, schedules, and key deliverables.
Followed data & process flows and integration dependencies to anticipate issues early, mitigating risks before they impacted timelines.
Facilitated handoffs between design and build teams, identified gaps in requirements, and ensured continuity across the implementation lifecycle.
Implemented Agile/Scrum methodologies, managing daily stand-ups, sprint planning, backlog prioritization, and retrospectives to deliver high-quality solutions on time.
Maintained and actively managed RAID (Risks, Assumptions, Issues, Dependencies) log to proactively identify and mitigate project risks.
Demonstrated experience in business development, proposals, RFPs, and Statements of Work.

SaaS Implementation Public Sector Agile / Scrum RAID Management RFP / SOW

ReSolved

Technical Lead, Enterprise Operations

North York, ON

Mar 2022 – May 2022

Elevated to lead enterprise SaaS implementations and cross-functional delivery programs, strengthening alignment between product, engineering, and service operations.
Served as functional and technical lead, translating strategic roadmaps into governed delivery frameworks with defined milestones, ownership structures, and risk controls.
Designed scalable future-state process architectures and integration models, ensuring continuity and resilience across the implementation lifecycle.
Facilitated stakeholder workshops and executive briefings to align scope, clarify dependencies, and maintain cross-team execution discipline.
Formalized transition and stabilization frameworks to ensure structured handoff from implementation to steady-state service operations.

Delivery Governance Process Architecture Stakeholder Alignment

ReSolved

Manager, Operations & Support Services

North York, ON

Jul 2021 – Mar 2022

Led service operations strategy and support governance across enterprise SaaS client portfolios, strengthening operational maturity, SLA performance, and cross-functional accountability.
Managed direct reports across support and operations functions, providing leadership, coaching, and performance oversight within a growing service organization.
Standardized incident, escalation, and change management frameworks across multiple enterprise clients, improving resolution predictability and service consistency.
Defined KPI-driven service dashboards and reporting standards, enhancing executive visibility and reinforcing continual improvement discipline.
Reduced incident volume and resolution timelines by institutionalizing root cause analysis and structured problem management playbooks.
Improved platform adoption and client satisfaction through structured onboarding frameworks and proactive lifecycle engagement strategies.

Service Operations SLA Governance KPI Dashboards Team Leadership

SmartSimple Software Inc.

Senior Technical Account Advisor, Operations

Toronto, ON

Aug 2019 – Jul 2021

Led enterprise SaaS account operations and technical advisory across high-value client portfolios, strengthening retention, service governance, and cross-functional delivery alignment.
Directed and mentored the technical support and implementation team, elevating SLA discipline, escalation governance, and operational accountability.
Recovered and retained $2.5M+ in at-risk contracts through proactive lifecycle engagement, structured value realization planning, and executive-level stakeholder alignment.
Generated $300K+ in recurring annual revenue by identifying expansion opportunities and aligning platform capabilities with evolving client needs.
Institutionalized structured escalation and root cause analysis frameworks, improving resolution predictability and long-term platform reliability.
Integrated Agile product feedback loops between clients, engineering, and operations to strengthen release stability and adoption outcomes.
Advised clients on system controls, data governance, user permissions, and audit readiness within complex multi-entity environments.

$2.5M+ Retained $300K+ Revenue Generated Data Governance Advisory Escalation Governance

SmartSimple Software Inc.

Technical Account Advisor, Operations

Toronto, ON

May 2018 – Aug 2019

Served as primary functional and technical advisor for enterprise clients, translating complex requirements into scalable SaaS workflows and governed delivery plans.
Designed and implemented role-based workflow architectures aligning platform capabilities with client business processes.
Secured a $400K contract through structured solution design and value-based implementation strategy.
Acted as primary escalation and delivery point of contact, ensuring SLA compliance and high Net Promoter Score performance.
Partnered with product and engineering teams to prioritize enhancements based on client impact and operational feasibility.
Led and mentored technical customer support teams, managing service quality while tracking KPIs such as resolution time, churn risk, and customer health scores.

$400K Contract Secured Workflow Architecture SLA Compliance Account Strategy

SmartSimple Software Inc.

Technical Community Support, Operations

Toronto, ON

May 2017 – May 2018

Built foundational SaaS platform expertise while delivering high-quality technical support and incident resolution across enterprise client environments.
Achieved 9.8/10 Net Promoter Score by providing structured, client-focused resolution and clear communication.
Developed deep knowledge of CRM systems, workflow automation, and service lifecycle support processes.
Supported cross-functional implementation efforts, contributing to platform adoption and operational continuity.

NPS 9.8/10 CRM Systems Workflow Automation

Where I’ve been.
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Skills & capabilities

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Where I’ve been.What I’ve built.

Skills & capabilities

Let’s buildsomething meaningful.

Where I’ve been.
What I’ve built.

Let’s build
something meaningful.