Dynamic PMO and Project Management leader with 20+ years of experience across IT infrastructure, SaaS and insurance domains. Proven track record in establishing and scaling PMO functions, leading multi-million-dollar programs, and driving enterprise-wide operational excellence. MBA and PMP certified, with additional credentials from Harvard Business School in sustainable business strategy. Recognized for aligning complex delivery initiatives with executive strategy, implementing effective governance frameworks, and improving execution, visibility and value creation. Adept at leading large cross-functional teams, optimizing resource utilization and delivering high-impact projects on time, under budget, and with measurable results. A collaborative leader who thrives in matrix environments and believes in combining performance with empathy to empower teams and build sustainable success.
Overview
30
30
years of professional experience
Work History
Vice President Operations and Technology
All Seasons Insurance Brokerage Inc.
Toronto, Ontario
07.2024 - Current
As a member of the executive leadership team, led enterprise-wide programs to drive operational excellence, modernize technology capabilities, and scale delivery across the brokerage.
Led cross-functional projects to improve operational efficiency, implement new technologies, and drive business growth within the insurance industry
Managed the implementation of broker management systems (SIG, EPIC) and digital customer-service platforms, increasing adoption and enhancing customer experience
Streamlined workflows and introduced automation tools to optimize customer service operations and improve team productivity
Developed and executed strategic plans to improve business performance, align delivery with regulatory requirements, and enhance customer experience
Collaborated with internal teams, vendors, and insurance carriers to deliver high-impact projects and ensure alignment with business objectives
Ensured compliance with RIBO and industry regulations through structured risk assessments, process audits, and staff training
Initiated and led e-commerce enablement initiatives, including development of a self-service portal and integration of digital quoting platforms
Oversaw the configuration and deployment of Microsoft infrastructure, ensuring timely patching, system security, and regulatory compliance
Guided teams through organizational changes and technology transformations, achieving high user adoption and minimal business disruption
Leveraged analytics, dashboards, and scorecards to monitor key business metrics and enable data-driven decision-making and continuous improvement
Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
Professional Services Manager
Talkdesk
01.2023 - 07.2024
Led PMO and enterprise delivery functions across North America and EMEA, overseeing a team of 10 Program and Senior Project Managers and driving large-scale implementation programs for enterprise clients.
Directed complex SaaS implementation programs generating $2–3M in annual revenue, ensuring alignment with client objectives and organizational strategy
Developed and implemented a comprehensive delivery playbook, establishing governance standards and PMO processes across regions
Improved project predictability and executive visibility by introducing standardized reporting and resource management practices
Delivered process improvements that reduced delivery cycle times by 25% and increased project success rates to 90%
Partnered with executive stakeholders to define program scope, delivery milestones, and success criteria, and maintained 100% customer satisfaction across completed projects
Collaborated with sales and marketing teams to promote professional services.
Investigated and evaluated risks and issues to formulate solutions and implement corrective actions.
Program Manager
Talkdesk
01.2022 - 01.2023
Managed a 20-person delivery team (Program Managers and Project Coordinators) supporting over 600 enterprise clients across multiple regions.
Developed and implemented program management strategies and best practices to align delivery operations with organizational objectives
Partnered with Sales and Customer Success teams to strengthen client engagement and achieved a 98% customer satisfaction score
Oversaw simultaneous delivery of multiple strategic projects, ensuring adherence to timelines, budgets, and quality standards
Introduced process improvements and optimized resource allocation, reducing delivery times by 25%
Proactively managed risks and maintained strong relationships with internal and external stakeholders to support successful delivery outcomes
Managed and supervised administrative and daily program operations, complying with policies and regulations.
Established strong relationships with key stakeholders, ensuring support for program initiatives.
Senior Project Manager - Professional Services
Talkdesk
01.2021 - 01.2022
Led cross-functional delivery teams through full project lifecycle, including planning, resource allocation, budget forecasting, and execution
Ensured timely and on-scope delivery of complex projects by coordinating closely with internal teams and external stakeholders
Gathered requirements and defined project objectives in collaboration with key stakeholders to ensure alignment and satisfaction with deliverables
Implemented and enforced project quality standards and best practices, conducting regular project reviews and driving continuous improvement
Maintained clear communication throughout execution phases to support stakeholder engagement and successful project outcomes
Maintained schedules to meet key milestones at every project phase.
Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
Senior Director Information Technology
Chemtrade Logistics
01.2006 - 01.2021
Led a multinational IT organization of 45 team members (including 20 direct reports) and drove enterprise-wide technology strategy and PMO delivery across 72 locations in North America and Brazil.
Spearheaded large-scale transformation initiatives—including M&A integrations, cloud modernization, cybersecurity frameworks, and IoT automation—delivering programs 30% faster and under budget
Established enterprise governance and delivery standards across infrastructure, security, ERP, CRM, business intelligence, and cloud services (AWS/Azure)
Negotiated multimillion-dollar service contracts and optimized operating costs across network and cloud environments
Increased productivity by 65% through digitalization of IT service delivery and improved threat detection efficiency by 75% with new security frameworks
Implemented IoT-enabled process automation that increased operational efficiency by 90% and enhanced real-time monitoring capabilities
Deployed disaster recovery protocols for mission-critical systems and guided enterprise architecture design to support long-term organizational growth
Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
Information Technology Project Manager
End to End Networks Inc.
01.2005 - 01.2006
Delivered more than 50 infrastructure projects—including national WAN/LAN deployments—by effectively managing scope, cost, resources and timelines
Partnered with business stakeholders in retail and manufacturing industries to identify needs and implement technology solutions that improved operational efficiency and reduced costs
Led one of the largest Citrix thin-client implementations in the retail sector, deploying a Metaframe-based solution across 120 locations nationwide
Consistently exceeded customer expectations through proactive communication, risk management and high-quality delivery practices
Interviewed, hired and trained staff, leading performance reviews, and offering constructive feedback.
Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery and endpoint protection.
Information Technology Manager
Polytainers Inc.
01.1996 - 01.2005
Managed and maintained corporate IT infrastructure across four North American locations, supporting over 400 end-users
Planned, configured and implemented LAN and WAN solutions—including frame-relay and Cisco-based wide-area networks—to ensure secure and cost-effective operations
Designed and deployed a corporate VPN infrastructure to enable secure remote access, significantly reducing travel costs and enabling remote work capabilities
Provided technical leadership and operational support to internal users, ensuring system reliability and optimal performance
Streamlined helpdesk operations, reducing response times and increasing end-user satisfaction levels.
Researched and recommended innovative and automated approaches to routine tasks.
Education
MBA - MBA
Aston Business School
Aston Business School
Certificate - Sustainable Business Strategy
Harvard Business School
Hardward
Certificate - Management Fundamentals
University of Waterloo
Project Management Professional - PMP
Project Management Institute
08.2025
Skills
Project and PMO Leadership
Relationship building
Decision-making
Critical thinking
Coaching and mentoring
Strategic planning
Operational leadership
Servant Leadership Roles
Global Ambassador for International Students – Aston University
Mentorship and Leadership for MSC Students- Aston University
Global Ambassador – Friends Lanka Child foundation - https://www.flcf.lk/ambassador.php
Program Director - Leadership for upcoming Leaders- Kenya and East Asia Program
Vice President Operations and Technology at All Seasons Insurance Brokerage Inc.Vice President Operations and Technology at All Seasons Insurance Brokerage Inc.