Service Management at the Bank of Canada has evolved over the past 2 years. In 2020, amid the global pandemic and a shift to the majority of staff working remotely, we launched our new "Service Management Office (SMO)" with a vision to enable the design, delivery, adoption and improvement of ITS services. We shifted from a "process centric" model to a "service centric" model that enables our IT business facing portfolios to onboard, manage, deliver and support services for our business allies.
As we continue to evolve how we work and how we are organized, we will share our journey on how we are introducing modern service management approaches to enable a growing remote and digitally enabled user experience.
Zahra Merchant is a Service Management leader with over two decades of progressive experience in helping technologists achieve service excellence. As Director of the Service Management Office at the Bank of Canada, she responsible for the Service Management centre of excellence as well as the IT Service Desk. A strong believer in inspiring people to influence lasting change and a customer service enthusiast, Zahra’s passion for all things service management is evident in her leadership and development of high-performing teams focused on the user experience and data driven decision making. Her current focus is on the future of work and establishing digitally-based operating models and teams that can meet the demand of an increasingly digital and automated workplace. When she isn’t working, Zahra can be found playing board games with family, enjoying a good book or power walking in her neighbourhood.
Sheila is a compassionate leader whose focus on building the capabilities of others has enabled her to lead high performing and empowered 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 looks to enable service delivery teams in the design and delivery of services that offer the greatest value and customer experience. She is currently focused on building a Service Enablement Framework for the Bank of Canada that offers a consistent, yet flexible approach to service design, in support of the diverse needs of all stakeholders. When not at work, Sheila enjoys relaxing at her cottage, spending time with her family and a nightly stroll with her dog.
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