Bayzand Coaching & Consulting

Bayzand Coaching & Consulting works with individuals and teams to reach their highest potential. I'm passionate about promoting leadership excellence and driving impactful change, and offer a range of tailored services in leadership, team, and executive coaching, as well as healthcare consulting.

Being trained as a Certified Organizational Coach and Clinical Counsellor allows me to bring you a unique blend of expertise, ensuring support for both personal and professional growth. My goal is straightforward yet powerful: to guide individuals and teams towards unlocking their innate abilities, cultivating resilience, and navigating complex challenges with confidence.

Here's how I can support you and your organization:

Leadership Coaching: Whether you're a seasoned executive or an emerging leader, I provide you with personalized coaching to enhance your leadership skills, amplify your influence, and achieve your goals with clarity and purpose.

Team Coaching: Building high-performing teams requires intentional collaboration and effective communication. Through team coaching sessions, I facilitate meaningful dialogue, cultivate trust, and ignite collective synergy to drive results-driven collaboration.

Executive Coaching: C-suite executives face unique demands and pressures. I offer you targeted executive coaching to sharpen strategic thinking, enhance decision-making abilities, and navigate leadership challenges with grace and resilience.

Healthcare Consulting: In the ever-evolving healthcare industry, effective leadership and organizational strategies are key. Drawing on my background as a former executive healthcare leader and clinical counsellor, I provide specialized consulting services to healthcare professionals and organizations, empowering them to optimize performance, improve patient outcomes, and thrive amidst change.

Founder and Coach/Consultant

BC Children's Hospital, Vancouver

•	Worked in partnership with the other members of the C&W Executive Leadership Team to develop the organization’s shared vision strategic directions, goals and annual objectives to guide the organization into the future. Developed strategic directions, goals and annual objectives for the portfolio providing leadership and support to staff in developing individual program plans including the development and implementation of proposals for new or expanded programs. performance.
•	Led the planning, delivery and evaluation of both internal and inter-campus corporate services specifically related to Lower Mainland Consolidated Services, Facilities and Planning, Site Redevelopment Sustainment and Projects, Strategic Initiatives, and Clinical Informatics/Information Management are aligned with site goals and expectations. Facilitated a highly matrixed approach in the development of hospital services and displays an ability to work effectively within the health system's decision-making and organizational structures.
•	Identified and evaluated new initiatives, business development and partnership opportunities. Communicated information and made recommendations to the Executive Vice-President for evaluation and approval. Facilitated the implementation of approved initiatives. Collaborated and established partnerships with internal and external key stakeholders with regard to the planning, resource allocation, priority determination, and strategic direction of the portfolio.
•	Represented the site agencies and Provincial Health Services Authority’s (PHSA) interests in discussions and/or negotiations with government, other external organizations and agencies providing or requiring support services from the organization. Collaborated and enabled the strategic directions of BC Children’s and Women’s Health as well as provided leadership to Lower Mainland consolidated programs.

Executive Director, Inter-Campus Operations

•	Developed strategic plans, goals, and annual objectives for the portfolio, providing leadership and support to staff in developing individual program plans including the development and implementation of proposals for new or expanded programs or redistribution of resources within the portfolio. Ensures these plans were consistent with and complemented the organization’s overall strategic plan. Provided recommendations on strategic direction to Executive leadership. Developed and deployed mechanisms for monitoring program performance and monitored progress in achieving performance. Communicated program and unit strategic direction incorporating PHSA and the Campus vision, values and strategic direction and ensured integration into practice.
•	Identified and evaluated new initiatives, business development and partnership opportunities. Communicated information and made recommendations to executive leadership for evaluation and approval. Lead or facilitated the implementation of approved initiatives. Collaborated and established partnerships with internal and external key stakeholders regarding the planning, resource allocation, priority determination, and strategic direction of the portfolio and across the campus.
•	Provided operational leadership and coordination in partnership with medical and operations leaders at C&W, BC Mental Health and Substance Use Services and the PHSA. Implemented and operationalized those plans for program staff within the portfolio and for services/functions which were aligned and accountable to the site.
•	Held accountability for issues related to the intersection of program delivery and overall operations at the campus by acting as a liaison between clinical, ancillary and business partners, and the medical and program/operational leaders of the facilities on the campus to ensure the provision of quality care and services at the Campus.
•	Accountable for the Teck Acute Care Centre general management office.

Senior Director, Inter-Campus Operations

•	Developed strategic plans, goals and objectives for allocation of facility resources, often redistributing resources within the portfolio in order to develop and implement new innovations and programs.
•	Provided leadership and consultation to staff to develop new program plans while monitoring program performance in order to ensure programs incorporate the values of both the organization and the Provincial Health Services Authority (PHSA).
•	Identified new opportunities and initiatives for business development and professional partnership.
•	Established collaborative partnerships with internal and external stakeholders in regard to the planning, resource allocation, priority determination, and strategic direction of the portfolio.
•	Provided operational leadership in collaboration with leaders at C&W, BCMHSUS and PHSA.
•	Mediated and reconciled issues related to the intersection of program delivery and operations, acting as a liaison between clinical, ancillary and business partners and program leaders, resulting in top quality care provided in line with operational objectives.  
•	Reviewed analysis and reports of costs, operations and forecast data to determine the portfolio’s progress towards stated goals and objectives, ensuring that the portfolio budget is utilized effectively for those goals to be achieved. 
•	Advised managers on budget development, reviewing proposals for allocation of resources and ensuring proposed operations are within the approved financial framework. 
•	Sponsored and implemented numerous programs, services and initiatives and acted as a key point of contact for the BC Children’s and BC Women’s Redevelopment Project responsible for the construction of a new, 8-storey acute care tower.

Director, Inter-Campus Operations

•	Developed strategic initiatives that positively impacted the flow of patients, staff, goods and services at the facility as well as the operations of inter-facility programs. 
•	Communicated the strategic direction of the organization while working in partnership with the PHSA, BC Women’s and BC Children’s as well as while advising staff in the development and implementation of individual program plans.
•	Supervised business development and negotiation, maintaining professional liaisons, managing contracts with vendors, coordinating quality improvement activities and implementing audit programs. 
•	Provided leadership to supervisory staff, evaluating performance and identifying needs for further training and development in collaboration with key stakeholders. 
•	Managed annual operating budgets, approving proposals from managers and reviewing data to ensure adherence. 
•	Monitored projects throughout entire project lifecycle, established project plans, outlined timelines, executed plans, tracked and reported progress and performed risk management. 
•	Liaised with several organizations including the BC Ambulance Service, the clinical teams at BC Children’s and BC Women’s, Spiritual Care, Volunteer Services, patient family and staff support and the Sterile Processing Department and successfully directed the hospital administration of the provincial infant transport service.

Director, Patient Support Services & Strategic Initiatives

•	Implemented, managed, and enhanced the Preferred Accommodation programs to achieve or exceed financial targets including implementing an audit program and financial and customer service measures.  Maintained a close liaison with Hospitality Networks, Bed Utilization and the nurse clinicians who assign beds.  Managed the contract with the vendor. Coordinated quality improvement activities.  
•	Defined an effective workforce plan, identified and supported training needs and staff development, and evaluated individual and team performance in collaboration with internal stakeholders.  Supervised staff including hiring and termination, established clear definitions of responsibility for each employee, provided coaching and guidance, and reviewed workload assignments.  Investigated work and staff issues and where necessary initiated disciplinary action up to and including termination in consultation with Human Resources.
•	Developed and monitored an annual operating budget and ensured adherence by performing duties such as monitoring expenditures, variance reporting and recommending remedial action and taking corrective action to ensure performance to plan.
•	Managed the Provincial Infant Transport Service through effective liaison with the BC Ambulance Service and the clinical teams at BC Children's and BC Women's.
•	Established project plans and outlined timelines and deliverables.  Executed project plans, ensured successful and coordinated completion of project components, consulted with stakeholders, and ensured readiness for implementation.  Tracked and reported project progress and major barriers encountered.  Made recommendations regarding projects scope and related changes required to facilitate a successful outcome.  Implemented effective processes to assess project risks, identify risk mitigation strategies and monitor risk throughout the project lifecycle.

Manager, Patient Support Services

•	Managed patient referrals as well as pre-admitting, pre-registration, patient scheduling, bed booking and admission, discharge and transfer processes for the Patient Access department of the facility. 
•	Maintained close working relationships with vendors, Hospitality Network, Bed Utilization and nurses who assigned beds to patients. 
•	Supervised clerical staff in Preferred Accommodation.  Ensured adherence to budget, coordination of services and priorities, management of policies and procedures and initiation of quality improvement activities. 

Accomplishment:
•	Exceeded financial targets while managing the Sunshine and BrightStart Bundle programs by implementing auditing programs and improving financial and customer service measures.

Manager, Preferred Accommodation & Admitting

Asian Society for the Intervention of AIDS (ASIA)

ASIA provided culturally appropriate and language-specific support, outreach, advocacy, education, and research on HIV/AIDS and related issues.

•	Provided guidance and mentorship to staff in all aspects of planning and implementation of language specific outreach, education and advocacy programs for HIV/AIDS related issues. 
•	Simultaneously managed administrative responsibilities of programs and advised the Board of Directors regarding adherence to financial and funding constraints.
•	Initiated fund development and writing of various proposals and grants.

Interim Executive Director

Downtown Eastside Youth Activities Society (DEYAS)

DEYAS was a non-profit agency committed to improving the quality of life of Vancouver’s drug-addicted and street-entrenched populations through direct frontline services and advocacy.

•	Developed, implemented, and supervised the daily operation of an HIV/AIDS case management program focused on addictions, and street-entrenched populations. 
•	Set and monitored high standards of practice while supervising the service provided by Case Manager and Youth Residential Detox staff and ensuring accurate completion and retention of client records. 
•	Set performance reviews for staff, organized new hires as well as implemented disciplinary measures and dismissals.
•	Continually improved and refined organizational operations, further honing policies and procedures and adapting clinical programs in order to best serve client population. 
•	Functioned as organizational representative on the Collective Agreement bargaining committee as well as in the grievance process.

Clinical Supervisor

Alberta Community Council on HIV (ACCH)

The Alberta Community Council on HIV is a non-profit, provincial network of regionally based AIDS Service Organizations (ASOs), Harm Reduction, Supportive Housing, Social Justice and other allied organizations that provide services to prevent the spread of HIV/AIDS and other Sexually Transmitted and Blood Borne Infections (STBBIs), and support people and communities affected.

Community-Based Research Coordinator

I partner with leaders and teams to grow and navigate transitions.

I’m a seasoned healthcare executive turned leadership and team coach, and healthcare consultant. With a strong background in executive management, leadership development, and career coaching, I bring over three decades of diverse experience across the public, private, and not-for-profit sectors. My dedication to integrity-based leadership is reflected in my history of guiding teams towards operational and clinical excellence, while always leveraging my counselling skills to drive positive change. I specialize in helping individuals and organizations navigate the dynamic healthcare landscape, offering strategic coaching tailored to personal and professional growth.

Laurence Bayzand

Devexperts

1. Service Delivery Management:
Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
Lead an onboarding process of the client during the production launch,
Communicate with the client via telephone, e-mail, or IM to report the current status of the issues,
Oversee the resolution of major incidents, ensuring timely communication and resolution,
Take responsibility for completing the support contract conditions.

2. Process management:
Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
Manage the process of investigation of the technical issues;
Manage tasks related to the bug fix of the product.

3. People management:
Manage a project support group in the Maintenance and Support department,
Organize and manage the workload of the team and their backlog.

4. Service Improvement:
Identify opportunities for process improvements and implement best practices to enhance service delivery,
Identify opportunities to enhance the teams' active monitoring and reporting,
Report on key performance indicators (KPIs) with the required stakeholders.

Service Delivery Manager

Philip Morris International

- Lead the operational support for B2C and global communication areas, managing services across 60+ countries in all continents.

- Act as the primary point of contact (SPOC) for key market stakeholders, handling escalations, delivering periodic reports, and aligning expectations to ensure customer satisfaction.

- Drive continuous service improvement by implementing automation solutions, reducing support costs, and optimizing performance for end users.

- Define and monitor critical KPIs including SLA, SLO, aged incidents, MTTR, and NPS to maintain high service standards.

- Enhance Mean Time to Resolution (MTTR) and boost Net Promoter Score (NPS) by applying customer-centric principles and improving support strategies.

- Oversee support for complex solutions involving multiple systems (Salesforce, AWS, SAP, Adobe, Twilio, azure, ...), ensuring timely responses and resolutions.

- Provide functional advice and training for new market onboarding, ensuring smooth transitions and service continuity.

- Manage vendor service quality, establish effective reporting mechanisms, and maintain clear communication with internal stakeholders.

- Lead production support onboarding for new teams, ensuring operational readiness and process alignment.


Key Achievements:

- Reduced incident resolution time by 30% through proactive issue management and automation.
- Improved NPS in 40 pp by implementing feedback loops and customer-first support practices.

Senior Service Delivery Manager

Retail Consult

- Led the Service Management practice, standardizing the SDM processes by developing a customized way of working based on ITIL 4.

- Established a Shared Services structure to provide centralized support for multiple clients, improving efficiency and cost management.

- Managed B2B customer relationships across EMEA and Asia, overseeing account revenue, margins, and customer satisfaction.

- Lead pre-sales efforts for new support accounts, estimating effort and cost, preparing SOWs, and presenting tailored service solutions to potential clients.

- Supervised end-to-end support operations, ensuring incidents, requests, and problems were effectively handled via ITSM tools like ServiceNow.

- Developed and maintained service reports, monitoring KPIs such as SLAs, MTTR, and NPS, and delivering insights to clients.


Key Achievements:

Increased client satisfaction by 25% through enhanced service procedures and KPI management.
Successfully onboarded multiple large-scale clients, ensuring seamless transitions to support.
Implemented a centralized support model for retail and supply chain clients, optimizing operations and reducing downtime.

Head of Service Delivery Management

- Managed a high-profile support account for a major British e-commerce retailer, ensuring a smooth transition from project to support phases.

 Supported testing and post-go-live stabilization, producing detailed service procedures and runbooks.

- Regularly discussed SLAs and generated periodic reports to monitor and optimize KPIs.

- Played a critical role in establishing a Shared Services structure, centralizing support for retail and supply chain clients.

- Collaborated with client stakeholders to ensure service alignment and continuous improvement.


Key Achievements:

- Reduced post-go-live issues by 30% through effective knowledge transfer and documentation.

- Improved operational efficiency for retail clients through centralized support and proactive problem management.

Logic Information Systems

- Established a Shared Services support structure to manage multiple retail clients, streamlining operations and reducing costs.

- Managed the pre-sales process for B2B support accounts, estimating costs, preparing SOWs, and presenting service proposals.

- Provided Oracle Retail support to a travel retail client across Brazil and Italy, focusing on merchandise, fiscal, and planning modules.

- Led a 14-member support team, across Brazil and Portugal, ensuring high-quality service delivery.

- Played a pivotal role in migrating the ITSM tool from Redmine to ServiceNow, improving incident handling and reporting.

- Presented weekly progress indicators to the account manager, showcasing account evolution and service improvements.


Key Achievements:

- Improved client satisfaction by reducing incidents by 15% through process improvements.
- Migrated ITSM tool to ServiceNow, streamlining incident and knowledge management.
- Implemented a support structure for large retail clients, ensuring scalable and efficient service.

Senior Service Manager

- Managed Oracle Retail support transitions, setting up initial support processes and defining team sizes and scopes.

- Established initial knowledge bases and managed the first six months of support for new accounts.

- Played a key role in establishing centralized support processes for multiple retail clients.



Key Achievements:

- Ensured smooth service transitions for multiple Oracle Retail clients.
- Enhanced support scalability through the implementation of centralized knowledge management.

Service Transition Manager

- Delivery Manager for Oracle Retail support and development for Latin America's largest e-commerce company.

- Supported ORMS and ORFM modules, developing enhancements to meet the growing demand in a dynamic market.

- Contributed to the development of a Shared Services support model to handle multiple retail accounts efficiently.


Key Achievements:

- Successfully developed improvements that absorbed a 40% increase in system usage.
- Streamlined support operations for large retail clients, ensuring continuous service improvement.

Service Manager

Wipro Technologies

Three years of experience in Application Support and Maintenance. Experience with management, support, development, and Maintenance of Oracle Retail. I participated in a project supporting Brazil's most prominent e-commerce retailer.

Oracle Retail Senior Consultant

I Help IT Company Leaders Transform Their LinkedIn Profiles into Client Magnets | 7 x LinkedIn Top Voice

I am an accomplished Senior Service Delivery Manager with a strong track record in IT operations management and vendor management. With years of experience leading large, cross-functional teams in the delivery of high-quality IT services, I specialize in optimizing service operations and enhancing vendor relationships to consistently meet and exceed SLA and KPI targets.

In my career, I’ve successfully overseen global IT operations, managing multi-vendor environments and ensuring seamless integration across multiple platforms such as Oracle, Salesforce, and AWS. My expertise in vendor management has been instrumental in negotiating service contracts, driving performance improvements, and implementing cost-saving initiatives through automation and streamlined processes.

A key focus of my work has been aligning service delivery with customer-centric metrics such as Net Promoter Score (NPS) and Mean Time to Resolution (MTTR), ensuring that both operational efficiency and customer satisfaction are prioritized. I have led the development and implementation of ITIL and ISO 20000 service management practices, driving operational excellence and boosting team productivity.

With extensive experience managing global service operations and large teams across multiple regions, I excel in high-stakes environments that require quick decision-making and a focus on results. My ability to deliver consistent service quality, while maintaining strong vendor partnerships, makes me a valuable asset in any organization looking to optimize its IT service delivery.

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Laurence Bayzand

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