Introduction: Redefining IT Service Leadership in the Experience Economy
In today’s service-driven digital landscape, enterprise transformation is no longer about just deploying platforms — it’s about designing seamless, efficient, and user-centric service experiences. My journey across 22+ years in IT has been defined by helping organizations across banking, government, telecom, and education navigate the complexities of ITSM, DevOps, and digital delivery — with clarity, agility, and measurable impact.
Early Foundations: Building Process-Driven Transformation
My early years in the telecom and managed services sectors were grounded in complex analysis and systems thinking. From leading service management improvements to modernizing infrastructure and process support at Reliance Communications and Tech Mahindra, I learned that technology only creates value when it aligns tightly with the business process and user behavior.
As a Business Analyst and Solution Architect, I helped define ITSM process roadmaps, working with cross-functional stakeholders, integrating service assurance with performance, and embedding continuous improvement through structured governance.
Strategic Evolution: Leading Agile & Scaled Digital Programs
The turning point in my journey came when I began leading transformation programs at scale — integrating Agile, DevOps, and service automation into government and banking institutions. At ICS, Telstra, and Cenitex, I led initiatives to migrate workloads to AWS, optimize ServiceNow platforms, and align digital strategies with delivery cadences that drive business outcomes.
As an Agile Coach and Transformation Program Lead, I focused on redefining delivery culture — introducing Scaled Agile Frameworks (SAFe), establishing DevOps practices, and reengineering support systems for operational readiness, DR strategies, and deployment at scale.
Human-Centered Technology: Elevating ServiceNow and Customer Journeys
A significant part of my recent work involves ServiceNow strategy and implementation. At ANZ, I’ve led end-to-end delivery for enterprise-wide ServiceNow deployments — acting as Product Area Lead and Delivery Lead across multiple business units. My mission has always been to elevate ITSM platforms from back-office systems to front-line enablers of employee and customer experience.
Through roadmap development, agile delivery models, and platform governance, I’ve championed outcomes like reduced time-to-resolution, improved service visibility, and unified operational ecosystems across business lines.
Entrepreneurial Drive: Consulting with Purpose
Beyond enterprise roles, my work as Director at Innovative IT & Unified Solutions has given me the opportunity to advise organizations on building lean, cloud-first, and customer-focused operating models. Whether it’s IT strategy, platform optimization, or people-process-technology alignment, I approach every engagement as a trusted advisor focused on outcomes — not just deliverables.
Future Vision: The Convergence of Agility, Architecture & Experience
As organizations move into AI-powered service operations, hyperautomation, and digital twin-enabled infrastructure, the future of ITSM lies in proactive orchestration — not reactive support. I believe the future belongs to service leaders who can merge architectural thinking, agile delivery, and user-centered design into scalable strategies.
Certifications like TOGAF, PSM II, ITIL SOA, and ServiceNow Administrator — along with experience across public and private sectors — help me bring structure and adaptability to this vision.
Conclusion: Service Management as a Strategic Enabler
From managing telecom networks to leading digital strategy at Australia’s top banks and agencies, my career has been anchored in one principle: service is the heartbeat of digital transformation. Great service delivery is about people, platforms, and purpose — and when aligned, they drive lasting impact.
To the next generation of digital and ITSM leaders: think beyond tickets. Architect trust. Deliver value. And build services that not only work — but inspire.
