Jacob Mathew

Jacob Mathew Surrey, BC, V4A 9J6 |- |-| linkedin.com/in/ginuster PRODUCT AND SERVICES MANAGER Strategic Business & Technology Executive with leadership experience in IoT & 5G business transformation, product value chain optimization, and operational excellence across global markets. Proven ability to drive high-value efficiencies, streamline operations, and implement ITIL-based service frameworks. Adept at contract negotiation, vendor management, and cross-functional collaboration to maximize revenue, enhance productivity, and accelerate market growth. Recognized for securing high-value deals, automating processes, and leading large-scale transformation initiatives. SKILLS IoT & 5G Solutions Management | ITIL-Based Service Management | Program and Project Leadership | Business Transformation | Process Optimization | Operations and Governance | Contract Negotiation | Vendor Management | Team Leadership | Cross-Functional Collaboration | Automation Enablement | Digital Tools (ServiceNow, Knowledge Base, Chat Support) EXPERIENCE TELUS, Vancouver, BCMarch 2006 - February 2025 Industry Solutions (IoT & 5G), September 2020 - February 2025 Manager, Products & Services Led strategic initiatives in product lifecycle management, contract frameworks, financial billing, and IoT hardware development for Fleet and managed modem services. Transformed customer contracting with a modular framework, reducing processing times by ~30%, improving deal closure speed, and enhancing client satisfaction. Orchestrated the development of a unified governance model for 100+ products, streamlining market assessment readiness by ~40%, accelerating go-to-market timelines. Secured TELUS’ largest deal with General Motors (GM), leading cross-functional teams (finance, operations, legal, product) in a competitive RFP, earning a $10,000 CEO Award for strategic leadership. Eliminated operational inefficiencies by spearheading the exit from a non-strategic Bill-on-Behalf-of (BOBO) model, reducing overhead costs by >15%. Identified and led post-merger integration strategy for two acquired business units, aligning governance structures, eliminating redundancy, and unifying corporate-wide standards with buy-in from 4 Vice Presidents. IoT & Service Management, September 2016 - August 2020 Operations Manager Built and scaled an IoT customer support model leveraging digital workflows and tools. Stabilized operations for Canada’s first virtualized IoT network Developed a scalable IoT operations model, automating workflows and digitizing processes for pre-sales and post-sales support. Implemented ITIL-based incident, problem & change management, stabilizing a first-of-its-kind virtualized IoT network, de-risking customer service KPI impacts and unplanned downtime. Streamlined the IoT value chain, cutting customer onboarding time from 55+ days to ~10 days (82% improvement)—accelerating revenue recognition and boosting customer satisfaction. Managed IT Services (Request Mgmt.), March 2006 - August 2016 Operations Manager Led onboarding and request management for enterprise clients, scaling support delivery and engagement. Redesigned operations, achieving a 124% productivity surge, allowing each FTE to handle 3,133 additional service activities while maintaining a 94% employee engagement score. Launched self-service portals, chat support, and knowledge-base tools, enhancing customer retention and reducing call volumes by 35%. Jacob-2 ADDITIONAL RELEVANT EXPERIENCE IBM / Kelly Services (Client: Ballard Power Systems), Burnaby, Canada, Help Desk Team Lead Thomson Reuters, Brunei Darussalam, Business Development & Technical Lead / Country Representative PCLand Computer Services, Brunei Darussalam, Analyst | Programmer | Instructor EDUCATION AND CERTIFICATIONS Bachelor of Science (BSc), (Honors), Business and Computing Studies, Nene College, University of Leicester, UK ITIL Certified AWARDS & RECOGNITION “Silver” Coin for Exemplary Leadership, TELUS2025 Honored by the CEO for achieving great outcomes by pushing boundaries and challenging the status quo through driving large-scale transformation, delivering financial impact, and embodying TELUS’ leadership values. $10,000 CEO Award, TELUS2022 Recognized For Cross-Functional Leadership And Strategic Deal Execution In Securing TELUS’ Largest IoT Contract With General Motors. ENTREPRENEURIAL EXPERIENCE Dr Grace Mathew Inc Dental Clinic Partner Acquired and merged two dental clinics, achieving a 3x revenue increase through cost optimization and service expansion. Led business growth strategies, optimizing operational efficiencies and patient experience while expanding service offerings. Brudirect.com Co-Founder & CTO Created and launched Brunei’s first online news portal, positioning it as the dominant market leader during tenure. Led digital strategy, technology development, content management, driving engagement and readership growth. VOLUNTEER AND LEADERSHIP EXPERIENCE Immigration Employment Council of BC2014 - 2015 Mentor Guided skilled newcomers in job market navigation, networking, and career strategy, facilitating employment transitions. White Rock Christian Academy2016 - 2020 Finance Committee Member & Chair Provided strategic financial oversight, budget planning, and policy recommendations ensuring long-term fiscal stability. White Rock Christian Academy2017 - 2020 Treasurer, Vice-Chair & Board Member Led financial strategy enhancements, optimized budget allocations, and drove community engagement to strengthen institutional sustainability.