Jeff Moss
Calgary, Alberta | www.linkedin.com/in/jrmoss
Summary
Business technology leader with 20+ years of experience leading enterprise IT and business technology strategy across infrastructure, cybersecurity, AI, cloud, digital workplace, and business applications. Proven track record leading technology transformation, modernizing operating models, improving service delivery, and strengthening resilience in complex enterprise environments. Known for building high-performing teams, translating technology into business value, and partnering with executives to deliver scalable, practical solutions that support growth, productivity, and long-term operational stability.
Core Competencies
People
Executive Stakeholder Alignment
Business Technology Leadership
Organizational Design
Cross-Functional Leadership
Change Leadership
High-Performing Teams
Strategy & Process
Technology Strategy & Roadmaps
Enterprise Transformation
Business and Technology Alignment
Service Delivery & Operational Excellence
Budget Planning
Financial Management & FinOps
Vendor & Partner Strategy
Technology
Cloud & Infrastructure Strategy
Cybersecurity & Risk Management
AI & Automation Enablement
Digital Workplace
Enterprise Applications
Platform Operations
Enterprise Architecture
Site Reliability & DevOps
Professional Experience
Director, Business Technology, SMART Technologies
2023 – Present
Lead Business Technology during a period of enterprise transformation, helping shift the function from a traditional IT operating model to a more strategic, business-aligned model focused on platforms, AI, automation, security, and business enablement. Partner with executive leaders to modernize core capabilities, improve prioritization, and position technology as a stronger driver of business outcomes.
- Reframed IT as a Business Technology function aligned to enterprise priorities, business value, and cross-functional outcomes, leading a 35-person organization through 3 direct report managers.
- Partnered with executive leadership on a multi-year technology transformation across business platforms, operating model evolution, and strategic enablement, delivering a 25% improvement in enterprise efficiency and a 7% reduction in technology costs.
- Bridged business and technology teams by translating complex initiatives into clear priorities, trade-offs, and business decisions by developing annual roadmaps across 6 stakeholder groups.
- Drove cloud and platform transformation to reduce reliance on legacy on-premise infrastructure, shrinking the technology stack by 50% and reducing complexity by one-third while improving scalability, resilience, and agility.
- Advanced AI and automation initiatives across Business Technology, including the deployment of Copilot AI to 100% of the organization, supporting company goals of 25% productivity efficiency.
- Strengthened security and compliance maturity through Zero Trust principles, identity modernization, and improved cloud and vendor governance, reducing user security incidents by 50% and enterprise-wide incidents by 100%.
- Improved budget planning and investment prioritization across an $8 million annual technology budget to better align spend with business needs and strategic outcomes.
Led national technology operations across infrastructure, cloud, cybersecurity, telecom, and support, enabling reliable service delivery for corporate and franchise operations across Canada. Held broad accountability for operational stability, modernization, cost discipline, and readiness for high-demand business cycles.
- Led IT Operations, Cloud Infrastructure, SRE, Cybersecurity, and Support through 4 direct-report leaders, with responsibility for 52 full-time and 26 seasonal associates.
- Directed budget planning and investment prioritization across core technology domains, managing a $12 million annual technology budget to support business performance and operational reliability.
- Introduced FinOps practices to improve cost visibility and strengthen infrastructure spending decisions, delivering 10% annual infrastructure cost savings.
- Delivered annual national technology roadmaps and readiness initiatives across 1,000 company and franchise office locations throughout Canada to prepare retail operations, cloud platforms, and infrastructure for peak tax season demand.
- Centralized regional support teams into a national service model, reducing support costs by 30% while improving consistency and operational efficiency.
- Modernized Azure operations through SRE and DevOps practices, improving reliability and stabilizing legacy environments, resulting in a 90% reduction in systems downtime.
- Strengthened enterprise security through vulnerability management and risk-reduction practices, improving overall security posture and reducing risk register ratings by 30%.
- Oversaw national customer support operations through third-party call centre partnerships, increasing support NPS by 20% while strengthening service consistency and scalability.
Managed technology service operations across corporate and retail environments, with responsibility for ITSM maturity, support delivery, service reliability, and continuous improvement.
- Elevated ITSM maturity through ServiceNow and ITIL practices across 1,000 company and franchise locations, increasing SLA performance by 20% while strengthening service consistency and operational discipline.
- Improved service reliability through disciplined major incident and change management, reducing high-severity incidents by 70% and strengthening stakeholder communication during critical events.
- Restructured and outsourced telecom account, IMAC, and expense management, reducing operational costs by 25% and delivering $1 million in telecom savings over two years.
- Established proactive monitoring and event management practices that eliminated service disruptions and improved system stability by 90%
- Expanded automation and self-service capabilities, reducing support demand by 10% and lowering resource costs by 20%.
- Unified support teams under a more integrated service model, increasing first-contact resolution by 60% and improving end-user satisfaction by 30%.
Led enterprise end-user technology services including Service Desk, deskside support, technical R&D, and IT procurement, supporting both corporate and field operations.
- Led service desk and end-user support operations with a focus on service quality, operational reliability, and business responsiveness.
- Built strong partnerships across business operations, field services, corporate functions, and executive leadership.
- Developed service metrics and dashboards that improved visibility into performance, service trends, and operational KPIs.
- Introduced ITSM and ITIL practices through a service maturity roadmap that moved support operations from reactive to more proactive management.
Managed client service delivery and support operations for enterprise customers across multiple industries, providing service management, consulting, and technology solutions.
- Managed multi-client service desk and technical support operations, ensuring reliable service delivery and timely issue resolution.
- Implemented ITSM processes and service management practices to improve customer outcomes and support contractual SLA performance.
- Partnered with client stakeholders to identify operational improvement opportunities and enhance service experience.
- Delivered IT projects and technical solutions aligned with client business needs.
- Conducted technology assessments and recommended practical solutions to address operational gaps and business requirements.
Education and Professional Development
- Project Management Foundations, 2023
- Situational Leadership v2.0, 2021
- Business Relationship Management Fundamentals, 2016
- Support Center Director Certification, 2014
- Support Center Manager Certification, 2013
- ITIL Intermediate Certification – Service Strategy, Service Operations, 2010
- Leadership Skills for the Technical Professional, 2009
- VMware Certified Professional, 2008
- MCSE NT 4.0 / MCP, Microsoft Certification Program, 1997
- Partial Applied Information Systems Technology, SAIT, 1995
Contact: www.linkedin.com/in/jrmoss