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Ottawa-Gatineau - Going from Zero to Sixty: The first lap in a Central Bank Service Management transformation

  • 2019-09-05
  • 07:00 - 09:30
  • KPMG (18th floor), 150 Elgin St, Ottawa, ON K2P 2P8,


  • Free
  • $50.00 + HST

Registration is closed

Join us to learn about the Bank of Canada’s Service Management transformation journey which set the stage for Service Management to deliver value via processes and services. We transformed on all levels by introducing newly designed processes, uplifting to a new Service management tool and starting to enable how our IT organization would work as we undertake a multi-year digital transformation.

Speakers info:

Zahra Merchant, Director Service Management, Bank of Canada

Zahra is a strategic Service Management leader with a track record of improving corporate performance and creating efficiencies through leadership of service design, process improvement and optimization efforts. She has used her expertise in understanding business needs and goals to improve services and processes at various organizations over the past 24 years.  She has established several service and process governance structures with measurable improvements that are aligned with business goals.  Zahra is passionate about all aspects of service management, particularly the client experience and ensuring that service relationships deliver value to the client.

Sheila St. Michael
Assistant Director, Service Support

Sheila is a compassionate leader whose focus on building the capabilities of others has enabled her to build effective and dynamic teams.  With 20 years of experience in IT and Telecommunications, she has led several initiatives to improve process, grow people and continually improve the user experience.  Sheila’s passion for Service Management is contagious as she continues to influence others on the importance of value creation through service delivery.




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