Summary
Overview
Work History
Education
Skills
Affiliations
Work Availability
Timeline
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Michelle Lay

Michelle Lay

Senior Director Technology
Los Angeles,CA

Summary

Insightful Information Technology Manager with 13 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.

Overview

13
13
years of professional experience

Work History

Senior Director of Technology and Operations

Royal Bank of Canada
Los Angeles, California
10.2021 - Current
  • Orchestrated enterprise-wide Technology Lifecycle Management (TLM) program, directing strategic planning, governance, and execution across infrastructure, applications, and end-user technologies.
  • Managed cross-functional team efforts to synchronize Technology Lifecycle Management with enterprise risk appetite, regulatory obligations (FFIEC, SOX, GDPR), and progressing technology standards, maintaining ongoing compliance throughout technology estate.
  • Established enterprise EOL governance frameworks, reducing non-compliant technologies by 48%, and enhancing audit readiness through defined end to end process workflows, attestation procedures, and defensible documentation.
  • Drove Key performance metrics to acceptable compliance thresholds from 94% to
  • Partnered with Cybersecurity, Infrastructure, and Compliance to embed lifecycle checkpoints into the technology intake, change management, and project portfolio governance processes.
  • Delivered lifecycle risk insights and remediation strategies to executive risk committees and board-level stakeholders, shaping technology roadmaps and capital allocations.
  • Drove automation initiatives to enable real-time compliance dashboards, lifecycle heat maps, and control gap alerts, accelerating audit response times and enhancing operational resilience.
  • Directed post-merger integration and divestiture initiatives, with a focus on technology rationalization, risk reduction, and compliance harmonization across legacy environments.
  • Led contract negotiations with the procurement group to incorporate lifecycle visibility, risk clauses, and EOL mitigation strategies into enterprise agreements.

Director Technology of Operations and Delivery

Royal Bank of Canada
Toronto
08.2016 - 07.2021
  • Developed and implemented short and long-term technology programs to determine performance measurements, outcomes and investment needs.
  • Anticipated future trends using strategic planning resulting in balancing risk-taking with continuous innovation.
  • Developed and implemented Technology compliance, currency and optimization reports to manage project data and keep leadership informed of progress.
  • Saved the organization significant cost savings and avoidance due to implementation of a strategic roadmap with technology currency
  • Identified, addressed and either resolved or escalated project issues.
  • Completed thorough risk assessments and deployed management and response strategies to prevent roadblocks.
  • Defined scopes, managed resources and oversaw schedules in line with stakeholder and project owner specifications.
  • Transformed departmental operations through aggressive process overhaul and attention to quality.

Senior Manager Global Service Desk

Royal Bank of Canada
05.2013 - 08.2016
  • Centralized the various service desks across the globe to a Global support desk
  • Implemented automated processes to simplify processes for end users thus reducing call volumes by 30%
  • Produced status reports for customers and senior management.
  • Oversaw on-site and off-site teams of up to 300 professionals working across the global service support desks.
  • Designed contingency planning, formal training and employee development plan to increase staff quality performance.

Senior IT Operations Manager

eHealth Ontario
10.2012 - 05.2013
  • Participated in organizational transformation and implementation activities to monitor third level support for infrastructure.
  • Reported change and incidents to Technical owners for assistance and remediation.
  • Oversaw migration of support processes to drive seamless transition and integration of operations.

Education

Bachelor of Arts -

Ryerson University
Toronto, ON

Skills

  • IT Regulatory compliance
  • Technology lifecycle management
  • Project portfolio governance
  • Risk management
  • Audit readiness
  • Cross-functional leadership
  • Data analysis
  • Performance measurement
  • Stakeholder engagement
  • Process optimization
  • Infrastructure planning
  • Cost reduction and containment
  • Requirement analysis
  • Strategic planning
  • Business process improvement
  • Operations management
  • Change management

Affiliations

  • Actively involved in outdoor activities from hiking, volleyball and most recently pickleball
  • Mentor to young females who are interested in Tech

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Director of Technology and Operations

Royal Bank of Canada
10.2021 - Current

Director Technology of Operations and Delivery

Royal Bank of Canada
08.2016 - 07.2021

Senior Manager Global Service Desk

Royal Bank of Canada
05.2013 - 08.2016

Senior IT Operations Manager

eHealth Ontario
10.2012 - 05.2013

Bachelor of Arts -

Ryerson University

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Michelle LaySenior Director Technology
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