A fast-growing technology services company in Canada was ready to scale but struggled with unclear processes, siloed teams, and inefficient systems that drained resources and slowed down delivery.

Challenges

• No mapped processes or escalation paths – teams didn’t know what to do next.
• Every project was treated as a one-off, leading to inefficiency and missed deadlines.
• Departments operated in silos, causing misalignment and lost revenue.
• Multiple overlapping systems created confusion and unnecessary costs.
• Undefined roles and responsibilities resulted in duplicated work and slow decision-making.

Solutions

• Mapped all core processes and transitioned teams to a future-state model that reduced silos and improved clarity
• Led a digital transformation initiative, consolidating operations onto Microsoft tools for streamlined collaboration.
• Clearly defined roles and responsibilities across departments, empowering staff with ownership and direction.

Outcomes

• 30–40% of PMO time recovered, allowing staff to focus on high-value activities rather than low-impact tasks.
• 10% labor cost savings through role clarity and better workload alignment.
• At least 3% reduction in IT costs by consolidating overlapping systems.