Sonia
AVP IT Service Management @Canadian Tire Corporation
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WORK HISTORY
AVP IT Service Management @Canadian Tire Corporation
ON, CA
Provide people and process leadership and foster a collaborative, pragmatic, and innovative team environmentBe a trusted technology advisor with a focus on achieving business outcomes, and ensure processes are user-friendly, effective, and efficientEnsure Change, Incident, Monitoring and Problem Management operate within expected service levels, and provide regular reporting on the health and progress of these services, identifying areas for improvement and investmentCreate a framework to lead all IT teams through further driving down the outages, leveraging the change management success metrics that will be put in place by building a strategy/approach categorizing the root cause trends and prioritizing and addressing the most impactful ones.Incorporate feedback and lessons learned to drive continuous improvement of the related processes and toolsEstablish a cross functional AVP working group to define appropriate metrics for our vendors, that can be added to vendor performance scorecards regarding SLA’s.Define, build, and introduce the next level of automated monitoring, lead the upcoming HCL Monitoring review study to identify current monitoring tools and build a more robust level of system and application monitoring processes and tools to improve on our systems resilience Define metrics and proactively monitor and report monthly on SLA management of all production systems and support services Lead the development, implementation, and continuous delivery of a new End User Experience chapter, in collaboration with various stakeholders, including Cyber Security, HR and EIS, with the goal to significantly improve the CTC end use experience in the areas of onboarding / off boarding, desktop and mobile product procurement and AD credential management. Ensure the team has the appropriate staffing levels, training, and expertise to meet the needs of the product and project teams and to achieve agreed-to service levels.
EDUCATION
University of Toronto
Bachelor of Arts - BA, Double Major History
ABOUT SONIA
Experienced IAM Leader (with 25+ years) who is proficient in overseeing all aspects of Identity and Access Management (IAM)-All Aspects of Lifecycle Management from Access Certifications, Onboarding Critical applications, Developing and monitoring of KRIs/KPIs, Privileged Access Management, IAM Governance and Controls to provisioning and deprovisioning access. A visionary leader adept at providing strategic direction, fostering a culture of excellence, and aligning employees with organizational goals. Demonstrated ability to drive operational excellence and navigate complex IAM challenges to achieve sustainable results.
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