Accomplished IT Project Management leader with 20+ years of experience shaping enterprise PMO structures, guiding complex transformations, and aligning technology portfolios with organizational strategy. Recognized for building resilient governance models that strengthen transparency, accelerate decision-making, and elevate cross-functional delivery.
Skilled at unifying diverse teams across global regions, balancing strategic vision with operational execution, and translating priorities into measurable outcomes.
Adept at leading large-scale initiatives spanning M&A integrations, digital modernization, security, and cloud platforms, consistently achieving accelerated timelines and measurable efficiency gains.
Respected as a collaborative strategist and decisive leader with strong financial acumen, regulatory knowledge, and the ability to cultivate high-performing teams that deliver enterprise value.
Overview
30
30
years of professional experience
Work History
Head of Operations and Project Management
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
Masterminded and executed PMO and enterprise delivery functions across North America and EMEA, leading 10 Program and Senior Project Managers on SaaS implementation programs generating $2–3M annually.
● Established a global delivery framework and playbook, standardizing governance, reporting, and resource management practices to improve predictability and executive visibility.
Defined program scope, milestones, and success criteria in partnership with executive stakeholders in alignment with organizational strategy and client objectives.
Mitigated risks and resolved delivery challenges through structured evaluation, corrective action planning, and cross-functional collaboration, including with sales and marketing teams, to strengthen client relationships.
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
Mentored and led a 20-person delivery team of Program Managers and Project Coordinators, overseeing concurrent strategic projects for 600+ enterprise clients across multiple regions.
Instituted program management strategies, governance frameworks, and resource optimization practices that cut delivery times by 25% and increased execution predictability.
Orchestrated end-to-end project delivery, maintaining scope, budget, timeline, and quality compliance while mitigating risks and resolving issues proactively.
Forged partnerships with Sales and Customer Success to strengthen client engagement, achieving a 98% satisfaction score, and cultivated stakeholder alignment to support organizational objectives.
Senior Project Manager - Professional Services
Talkdesk
01.2021 - 01.2022
Supervised cross-functional teams through full project lifecycles, including planning, requirements gathering, resource allocation, budget forecasting, execution, and change management.
Coordinated with stakeholders to define objectives, align deliverables, and maintain engagement, ensuring projects met scope, schedule, and quality commitments.
Instituted project management standards and reviews to enforce quality, drive continuous improvement, and mitigate risks through structured change control.
Senior Manager Information Technology
Chemtrade Logistics
01.2006 - 01.2021
Oversaw a 15-member multinational IT organization, including 7 direct reports, shaping enterprise-wide technology strategy and PMO delivery across 72 locations in North America and Brazil.
Drove large-scale transformation programs, including M&A integrations, cloud modernization, ERP/CRM deployments, cybersecurity, BI platforms, and IoT automation.
Completed initiatives 30% faster, under budget, and achieved up to 90% efficiency gains.
Instituted enterprise governance, disaster recovery, and security frameworks that cut operating costs, boosted productivity by 65%, enhanced threat detection by 75%, and enabled sustainable organizational growth.
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.