About Shared Services


Our vision is a close-knit community of smart, approachable people who collaborate, exchange knowledge and identify solutions. Our team of experts problem-solve by collaborating with Centres of Expertise, faculty and staff in order to see the whole end-to-end process and find a solution that works for the entire community. We will provide advice, guidance and leadership in process, quality and accuracy. Shared Services is a highly-educated, integrated team that provides service excellence in delivering and innovating the diverse catalogue of services we are responsible for.

Enterprise Square

Ultimately, we create a human, positive experience when it comes to problem solving.


We build on our current processes and seek continuous improvement opportunities. We commit to ongoing learning and development. We build trust and credibility with those we serve by asking the right questions, connecting them to the right people and closing the loop. We position ourselves as helpful and curious. We will work towards the promise of not only getting the job done but getting it done right the first time.

The staff who are joining Shared Services can expect to feel empowered in the service they provide and look to grow their careers with critical thinking, relationship building and ongoing learning opportunities.


Ria Ames, Associate Vice-President, Shared Services

Ria brings more than 25 years of experience in both private and public industries. She is an alumnus of the University of Alberta and holds several professional designations including: Chartered Professional in Human Resources (CPHR), Senior Certified Professional - Society of Human Resources Management (SHRM-SCP), Certified Personnel Consultant (CPC) and Change Management Practitioner (PROSCI).

Ria has led multidisciplinary teams responsible for supporting large, complex organizations through times of transformational change. In her most recent role as the Director of HR Shared Services, Ria successfully brought together a diverse group of portfolios (including but not limited to payroll, benefits/pension, data control, business process improvements, technology services, records management) to create Edmonton Public Schools’ first integrated shared services model to effectively support its more than 15,000 staff members.

Fatima Mirza, Director, HR Services

Fatima has 15 years of diverse management and operational process excellence experience in formulating, establishing and instituting critical human resources functions. She is a strategic professional contributing best practices to effectively navigate our organization through complex transformational change, drive cross-functional efficiencies, and execute people management strategies.

 Fatima’s passion lies in developing operational efficiencies through partnerships, enabling technologies and simplifying the seemingly complex. As a collaborative, client-focused and solution-oriented professional, Fatima holds a Master’s degree in Industrial/Organizational Psychology and is a Senior Certified Professional - Society of Human Resources Management (SHRM-SCP). She led the HR Business Services team in the Human Resources, Health, Safety and Environment unit for five years before transitioning to Shared Services.

Tawheed Sadiq, Manager, Staff Service Centre

After spending 13 years in the private sector, Tawheed has been part of the University of Alberta community for the last seven years. After holding a variety of roles in the Information Services and Technology unit, Tawheed transitioned to the Office of the Registrar, where as Manager of Enrolment Systems and Technology, he led a team that was instrumental in the transition to a new admissions and recruitment system. Part of his role in that position was the successful implementation of a sustainable, easy-to-use support model for admissions staff across the university. 

Tawheed is most proud of the relationships he’s built throughout his time at the university. He enjoys working with people and helping them grow. He is keenly interested in process improvement, business transformation, and bringing value to the institution.

Craig Gawryluik, Director, Finance Services

Craig is a financial management and cyber security professional who brings over 25 years of experience from private, public, and government sectors. He studied at Athabasca University and holds the Chartered Professional Accounting (CPA) and Certified Management Accounting (CMA) designations. Throughout his career, Craig has led adaptive and energetic teams to focus on collaborative solutions to overcome challenges. At NorQuest College, Craig and his team worked with the faculties to increase tuition and fee revenues by 61% over a period of seven years, creating surpluses that were reinvested back into the organization. 

Trevor Lumley, Director, Service Innovation

After completing his PhD in Environmental Science at the University of Alberta, Trevor went on to a career in laboratory leadership at several companies in the US, where he developed a passion for strategic leadership, as well as an appreciation for the power of process efficiency, continuous improvement, and organizational change management. For the past 15+ years, after returning to Canada, Trevor has taken on several senior leadership and business improvement roles, in government (Environment Canada) and the private sector (Bruce Power, The Mosaic Company). Over the past decade, this has included large-scale transformations and a significant focus on technology-driven solutions and process automation. Although Trevor is a Lean Six Sigma Black Belt, and has certifications in organizational change management (CCMP, Prosci) and risk management (CRM), his greatest pride comes from his track record of success through significant and meaningful engagement of people from the front line to senior leadership. He has shown that leveraging the collective wisdom of stakeholders leads to significantly better outcomes for any improvement initiative, no matter how ambitious.

Tiffany Baker, Strategic Initiatives Lead

With over 10 years of HR experience, Tiffany’s expertise and passion lies at the intersection of HR operations and employee experience. She loves weaving together people and technology while creating innovative and efficient flow, so that organizations can spend less time on processes and more time empowering their people.

An alumnus of MacEwan University with her Chartered Professional in Human Resources (CPHR) designation, Tiffany has experience in public, private, and non-for-profit sectors leading HR operations teams, overseeing HR Information Systems, and partnering with organizational leadership. And when she’s not creating HR flow, she can be found on a bike or cross-country skis, depending on the season.

Enterprise Square

Shared Services will reside in the university’s downtown Edmonton building at Enterprise Square (ESQ) on the first floor. The space will be freshly renovated for our phased return to campus in fall/winter, and we will be well-positioned to work closely with the Service Excellence Transformation team. Learn more about how we’re optimizing this space for our team in the Enterprise Square spotlight article

How Shared Services fits into the model

Shared services is a key component of the operating model that is focused on cost effective service delivery without compromising service excellence.

Learn more

Setting up a new unit to serve the university is a massive undertaking and it will take time to optimize the new Shared Services unit to its full potential. Shared Services will grow from an embryonic (a phase of learning and growing), to an emerging phase (implementing new processes), to established (refining and improving), to integrated (collaborating with faculty and staff to deliver what they need) to optimized, our final efficiency, high-functioning state.