Robert Graham
Program Lead End User Technology Services Transformation @CIBC
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WORK HISTORY
Program Lead End User Technology Services Transformation @CIBC
Toronto, ON, CA
Leading a large-scale enterprise transformation program redesigning CIBC’s national End User Technology Services operating model across corporate offices and more than 1,100 banking centres. Responsible for directing the full lifecycle of an $40M+ enterprise sourcing initiative, from requirements definition and supplier evaluation through executive decision support and transition to a new managed services delivery model.• Led a 12-month enterprise RFP initiative, developing a comprehensive 300-question sourcing framework across seven service domains including Field Services, Build & Deploy, Disposition, Project Delivery, VAR services, and Warehousing• Directed cross-functional evaluation teams across Procurement, Engineering, Security, and Operations, leading structured supplier evaluations including 30+ hours of executive presentations and capability assessments• Designed and executed a complex tabletop operational scenario simulating a major service outage, enabling leadership to evaluate supplier response capabilities under real-world conditions• Consolidated evaluation findings and presented supplier strengths, risks, and delivery capabilities to executive leadership to support final partner selection• Currently leading the Transition & Implementation Program, overseeing contract execution, Statements of Work, governance structures, and operational onboarding for the selected managed services partner• Facilitate ongoing vendor governance and service management forums for key business lines including Retail Banking, Wood Gundy, and Agent@Home to ensure operational alignment and continuous improvement
EDUCATION
Seneca Polytechnic
Bachelor's degree, Computer Technology/Computer Systems Technology
SKILLS
ABOUT ROBERT GRAHAM
Enterprise Technology Transformation Leader with more than 20 years of experience delivering large-scale technology and service operations transformation across financial services and industrial organizations. My career has focused on helping large enterprises modernize technology operating models, strengthen service governance, and deliver complex transformation programs that improve operational performance across national and global environments. I currently lead enterprise technology transformation initiatives within CIBC, directing large-scale sourcing, vendor governance, and service delivery redesign programs impacting corporate offices and more than 1,100 banking centres across Canada. My work spans the full lifecycle of enterprise initiatives — from strategy and operating model design through sourcing, implementation, and operational governance. Across leadership roles at CIBC, CIBC Mellon, and J.D. Irving, I have delivered programs involving: • Enterprise technology transformation and operating model redesign • Strategic sourcing and managed services transitions • IT service management and governance modernization • National field services and digital workplace operations • Vendor governance and large-scale contract management • Automation, operational modernization, and digital strategy I have led national service organizations, managed multi-million-dollar technology programs, and delivered initiatives including: • $85M enterprise technology services sourcing program • $30M national asset lifecycle and refresh program • Technology support operations spanning 1,100+ banking centres and corporate offices • Enterprise virtualization environments supporting servers • Automation initiatives eliminating 500+ hours of manual work per month My leadership style focuses on bringing structure, clarity, and disciplined execution to complex programs involving multiple stakeholders, vendors, and delivery teams. Certifications PMP | CISM | ITIL v4 Leader: Digital & IT Strategy | ITIL v4 Managing Professional | ITIL v3 Expert | COBIT IT Governance | Professional Scrum Master (PSM I & II)| Six Sigma Black Belt Areas of Expertise Enterprise Technology Transformation Service Delivery & IT Operations Strategic Sourcing & Vendor Governance IT Service Management & Governance Digital Workplace & End User Services Automation & Operational Modernization
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