• Assist with the design and development of comprehensive shared service programs, including defining business requirements, defining milestones, and success criteria. • Manage all aspects of the Shared Services Projects, including communication management, change management, user acceptance testing, risk management, and project reporting. • In cooperation with OSV’s Learning and Development team, develop training materials, documentation, and resources to support initiatives, ensuring that all materials are accurate, engaging, and effectively communicate critical concepts. • Coordinate and facilitate training sessions, workshops, and webinars for internal Shared Services teams, providing guidance on best practices, processes, and tools. • Establish mechanisms to assess program effectiveness, solicit feedback from stakeholders, and adjust as needed to improve outcomes. • Work closely with various teams within OSV to align programs with overall business goals and strategies. • Ability to manage, configure, and optimize project management software to support project teams in planning, executing, and tracking projects efficiently. • Ability to systematically identify, analyze, and enhance processes, products, or services over time to achieve better performance, efficiency, and quality.

• Lead the planning and execution of large-scale programs, managing end-to-end lifecycles, schedules, and resource allocation. • Facilitate trade-off decisions between technical constraints, schedule risks, and business value. • Ensure seamless communication between Product Managers, Engineering, and Business Owners. • Identify, assess, and mitigate risks that could impact program delivery. • Continually improve delivery processes by defining success criteria, gathering signals from retrospectives, and implementing best practices. • Drive the development and prioritization of program milestones using data-driven insights and health metrics. • Build and maintain strong relationships across the organization to ensure alignment on program goals and shared outcomes.

• Build a strong understanding of customers, instructors and training providers to inform engagement strategies and program support. • Develop and manage relationships with key stakeholders, including high-performing instructors, training centres and institutional partners. • Lead engagement with priority and high-value stakeholders, and guide broader regional engagement activities. • Identify network risks and opportunities, and implement plans to strengthen engagement, performance and retention. • Document stakeholder interactions, insights and outcomes accurately and on time in Salesforce CRM. • Maintain strong knowledge of Heart & Stroke resuscitation programs, standards and policies to support consistent regional application. • Communicate the value and application of offerings across stakeholder contexts. • Support program updates, initiatives and improvements aligned with national direction. • Guide stakeholders on program requirements, standards and best practices. • Monitor program delivery and performance using the Resuscitation portal, Salesforce and PowerBI dashboards. • Develop regional plans to grow adoption, network reach and impact. • Advance partner opportunities aligned with organizational priorities and goals. • Grow the instructor network by identifying and developing high-performing individuals. • Stay current on trends, stakeholder needs and external factors affecting program delivery. • Use performance trends and KPIs to adjust strategies and support sustainable growth. • Oversee Quality Assurance & Issue Resolution for a defined region. • Lead or oversee complex complaints and escalations in line with program policies. • Assess risk and determine actions, including escalation when needed. • Ensure documentation is complete, accurate and aligned with standards. • Address performance issues and support corrective actions, including instructor deactivations when required. • Guide stakeholders to support effective delivery and positive outcomes. • Navigate complex stakeholder situations with a solutions-focused approach. • Foster network collaboration and communities of practice where appropriate. • Represent Heart & Stroke externally, reinforcing values, standards and expectations. • Provide leadership, coaching and guidance to internal stakeholders. • Support team development and capability building. • Build strong cross-functional relationships. • Maintain strong collaboration and alignment with the Resuscitation Support Centre (RSC). • Align priorities and resources to meet regional objectives. • Collaborate across regions to support consistency and new team member integration.

• Own program delivery as a single point of accountability for system implementation outcomes across Operations, IT, Finance, and Market Units • Drive definition and deployment of a global "to-be" operational template (L4 processes, SOPs, RACI, KPIs) • Lead re-implementation and optimization of CargoWise, Footprint, Trackonomy, and integrated platforms • Embed eliminate / standardize / optimize / automate / robotize principles by design • Establish and run global governance, steering forums, and Go / No-Go decision gates • Lead global change, training, and adoption strategy with minimal service disruption • Own senior-level engagement with system integrators and technology partners