Optometrist at National Vision, Inc. 2022 National Vision OD Ambassador. RestoringVision Optical Advisory Team. Clinical Preceptor at National Vision, Inc.

I’m just a small town girl, living in a lonely world…
Taking the midnight train going anywhere…


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Dr. Mary Fazelian

CGI Canada | Canadian Securities Administrators (Public Sector)
•	Led $100+M P&L management, contributing to $194M+ BU growth through optimized budgets, vendor partnerships, and strategic technology investments. 
•	Directed cross-functional enterprise teams, achieving high service levels and client satisfaction while enhancing IT Service Management (ITSM) capabilities. 
•	Developed and executed strategic plans for legacy systems transformation, cloud integration, and cybersecurity enhancement, aligning with long-term growth objectives. 
•	Oversaw governance and compliance efforts (ISO 27001, ISO 9001, SOC), while collaborating on technology roadmaps and business plans to drive innovation and maintain competitiveness. 
•	Implemented a comprehensive talent management strategy, resulting in high employee engagement and retention rates, while identifying and evaluating new technologies for adoption.

Sr. Director - Consulting

Pomeroy Lodging 

Consultant for Pomeroy Lodging's Centralized Reservations Call Center project. Led a comprehensive assessment and improvement initiative, focusing on performance analysis, technology integration, and strategic planning for a multi-property reservation system.

•	Project Management: Developed and presented a multi-stream proposal for implementing and improving centralized reservations call center operations.
•	Data Analysis: Conducted in-depth analysis of service performance, CRM data, and existing resources to inform strategic recommendations.
•	Stakeholder Engagement: Interviewed key personnel and generated detailed reports on findings and actionable recommendations.
•	Technology Integration: Explored and recommended the implementation of advanced technologies, including AI/ML agents and routing systems, to enhance call center efficiency.
•	Strategic Planning: Developed a scalable roadmap for migrating multiple properties into a centralized reservation system, ensuring seamless integration and improved operational efficiency.
•	Call Center Management: Overseeing all aspects of call center operations including staffing, training, quality assurance, and performance management.

Call Center Consultant

IBM Canada | Bombardier Aerospace, Desjardins, iA Financial Group, Bell, Airbus, Mitsubishi, Lufthansa, Spirit AeroSystems, and Alstom (Manufacturing, Financial Services & Insurance, Telecommunications)
•	Managed $650+M P&L, leading sales and delivery of a diverse outsourcing portfolio including $40M Application Management Services with 4000+ applications and 300+ SLAs/SLOs across multiple industries. 
•	Led a global team of 750+ professionals in 42 countries, aligning solutions with C-Suite strategic goals and achieving key performance targets while maintaining operational excellence. 
•	Spearheaded transformative projects including App Modernization, HR Onboarding, Oracle Modernization, and Cloud Computing initiatives, leveraging data analytics for operational efficiency and customer service improvements. 
•	Directed pre-sales and sales activities, including negotiations, proposal development, and client presentations, while maintaining responsibility for portfolio financials and accurate forecasting. 
•	Implemented robust cloud solutions and enhanced cybersecurity protocols, ensuring secure, scalable IT environments across diverse client portfolios in Manufacturing, Financial Services, Insurance, and Telecommunications sectors.

Partner - Delivery | Contact Center Practice Leader

IBM Canada | 150+ Clients (Bank of Nova Scotia, TD Bank, RBC, Encana) (Numerous Sectors)
•	Pioneered delivery excellence practices across 150+ Canadian accounts, spanning multiple sectors including major banks (Bank of Nova Scotia, TD Bank, RBC) and energy companies (Encana). 
•	Founded and led the Canadian delivery excellence and analytics practices, managing a team of 45+ specialists including data scientists, delivery analysts, and quality management professionals. 
•	Directed global resources in assessing delivery excellence for 150+ strategic outsourcing accounts, ensuring exceptional service delivery and customer satisfaction. 
•	Implemented data-driven strategies using delivery analytics to identify improvement areas and enhance service delivery, fostering a culture of continuous improvement. 
•	Successfully executed complex programs and projects, balancing operational excellence with client-specific needs across diverse business units and functional teams.

IBM Canada Delivery Excellence & Analytics Leader

IBM Canada - Royal Bank of Canada, TD Bank, Bank of Nova Scotia (Financial Services & Insurance)
•	Managed $100+M P&L, leading sales and delivery across GTS Service Lines including Digital Workplace Services, Mobility Systems, Networking, Security, Cloud, and Resiliency. 
•	Collaborated with diverse sales teams to identify client needs and develop innovative solutions aligned with IBM's thought leadership, while championing a culture of operational excellence. 
•	Led complex projects focused on continual service improvement, implementing Shift Left/Right to Left strategies, automation, self-help, and sense-and-heal initiatives to optimize processes. 
•	Directed a multinational team across Canada, the US, and India, partnering with client stakeholders to deploy and manage cloud computing solutions, ensuring secure, scalable, and efficient IT operations. 
•	Drove enhancements in key IT performance metrics, improving overall delivery experience and maintaining high-quality service across diverse client accounts.

Sr. Client Partner | Global Technology Services Business Unit Leader

29+ Clients (Fidelity Bank, Commercial Bank of Ghana, Airtel Africa, Mobily, Pick & Pay)

Led service excellence initiatives across 29+ client accounts in the MEA region, implementing ITIL frameworks and business process optimizations. Drove continuous improvement using LEAN methodologies, enhanced SLA compliance, and managed large-scale contracts. Specialized in analytics-driven decision-making, employee engagement, and customer satisfaction, adapting global best practices to regional markets.

•	Service Management Leadership: Implemented Integrated Service Management and ITIL frameworks, developing Service Excellence programs to enhance service delivery.
•	Strategic Operations Management: Executed Business Process Optimization, Delivery Excellence initiatives, and Client Excellence programs to drive operational efficiency.
•	Continuous Improvement: Applied LEAN methodology, Right to Left strategy, and Building Continual Improvement frameworks to improve SLA compliance, reduce critical incidents, and enhance uptime, availability, and resiliency of services.
•	Analytics and Data-Driven Decision Making: Leveraged various analytics tools and developed scalable analytics programs to support data-informed decision-making.
•	Large-Scale Account Management: Oversaw 29+ large accounts across MEA, managing Contract Initiation and New Business Validation processes.
•	Governance and Compliance: Implemented robust management and governance systems, ensuring adherence to service support management frameworks and contracts.
•	Employee & Client Experience Enhancement: Cultivated a high-performance culture through employee enablement initiatives while enhancing customer satisfaction through aligned operational improvements.
•	Digital Workplace Services, End User Services, Contact Center, Call Center, and Service Desk Management: Overseeing all aspects of operations including staffing, training, quality assurance, and performance management.

International Assignment - Services Excellence/Watson/BPO Leader

Directed client delivery operations across CEE for Sberbank, Isbank, Garanti Bank, Akbank, Kredi Kayıt Bürosu.

International Assignment - Sr. Client Delivery Partner

Directed client delivery operations for Sunlife Financial.

Sr. Client Delivery Partner  – Sunlife Financial Services

Oversaw a 1 Billion dollar outsourcing contract, working closely with Michael Dell and his End User Computing team.

International Assignment - Operations Executive - State of Georgia

Led global delivery efforts, enhancing service capabilities for Cendant, Deutsche Bank, Hudson’s Bay, TD Bank, CIBC, British Petroleum, Manulife/Rexall, Pearson/Phillip Morris/Flour, Morgan Stanley, BNS, MDS, Mercer HR Consulting, Del Monte, NiSource, FFIC, WSIB

Delivery Operations Project Executive - Strategy and Innovation / Account Operations

Held various roles contributing to personal computing support.

Personal Computing Division Roles

Transformational IT Executive with 30+ years of global experience in technology strategy, digital transformation, and operational excellence. Proven track record in leading large-scale IT portfolios, delivering innovative solutions across diverse industries, and steering high-performing teams. Expertise in managing significant financial operations, fostering strategic partnerships, and ensuring IT governance and compliance. Recognized for achieving delivery excellence and driving client satisfaction.
Areas of Expertise
·       Strategic Technology Leadership: Crafting and executing long-term IT strategies aligned with business goals, leading digital transformation initiatives, and ensuring IT governance and compliance.
·       Enterprise IT Leadership: Managing call centers, service desk, application support/development, middleware, database admin/development, server, storage, network, and security teams.
·       Operational Excellence: Managing global IT operations, achieving service delivery excellence, and developing business continuity and risk management strategies.
·       Financial and Portfolio Management: Overseeing IT budgets and financial performance, leading large-scale IT programs, and driving revenue growth and profitability.
·       Technology Roadmap and Innovation: Integrating emerging technologies, defining technology roadmaps, and utilizing data-driven insights for strategic decision-making.
·       Application Modernization: Directing the overhaul of legacy applications through Application Rationalization programs.
·       Leadership and Talent Development: Managing learning processes, talent acquisition, performance evaluation, and career development.
·       Client and Stakeholder Management: Building strategic client relationships, engaging stakeholders, and managing vendor and partner relationships.
·       Performance Analysis and Improvement: Analyzing reports, measuring team capabilities, and implementing strategies for enhanced service delivery and cost savings.
·       Vendor Management and Outsourcing: Strategic management of IT vendors and outsourcing relationships.
·       Cross-Functional Collaboration: Collaborating with other departments to ensure alignment of IT objectives with overall business strategy.

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