Introduction: Redefining IT Service Leadership in the Experience Economy
In today’s service-driven digital economy, transformation isn’t just about deploying platforms — it’s about designing seamless, efficient, and human-centered service experiences.
Over the past 22+ years in IT, I’ve helped organizations across banking, government, telecom, and education navigate the challenges of ITSM, DevOps, and digital delivery. My approach has always been about combining clarity, agility, and measurable impact to deliver outcomes that matter.
Early Foundations: Building Process-Driven Transformation
My career began in the telecom and managed services sector, where I worked at Reliance Communications and Tech Mahindra. Those years were foundational in teaching me that technology only creates real value when it is aligned with business processes and user needs.
As a Business Analyst and Solution Architect, I helped design ITSM roadmaps, integrated service assurance with performance management, and embedded governance practices that drove continuous improvement across teams.
Strategic Evolution: Leading Agile & Scaled Digital Programs
The real turning point came when I began leading transformation programs at scale. At ICS, Telstra, and Cenitex, I oversaw initiatives that included migrating workloads to AWS, optimizing ServiceNow platforms, and implementing Agile and DevOps frameworks to accelerate delivery.
As an Agile Coach and Transformation Lead, I focused on shifting organizational culture — implementing Scaled Agile Frameworks (SAFe), DevOps practices, disaster recovery strategies, and support systems that ensured operational readiness at scale.
Human-Centered Technology: Elevating ServiceNow and Customer Journeys
In recent years, my focus has been on ServiceNow strategy and implementation. At ANZ, I’ve acted as Product Area Lead and Delivery Lead for enterprise-wide ServiceNow deployments across multiple business units.
My mission has always been to transform ServiceNow from a back-end system into a frontline enabler of customer and employee experiences. By introducing agile delivery models, roadmap governance, and cross-business integration, I’ve helped organizations achieve outcomes such as:
- Faster time-to-resolution
- Improved service visibility
- Unified operational ecosystems across business lines
Entrepreneurial Drive: Consulting with Purpose
Beyond corporate roles, I’ve also pursued my entrepreneurial passion as Director at Innovative IT & Unified Solutions. Here, I advise organizations on building cloud-first, lean, and customer-centric operating models.
Every consulting engagement is approached with one mindset: act not just as a service provider, but as a trusted advisor focused on outcomes.
Future Vision: The Convergence of Agility, Architecture & Experience
Looking ahead, I believe the next era of IT service management will be defined by AI-powered operations, hyperautomation, and digital twin-enabled infrastructure.
To succeed, IT leaders will need to merge architectural thinking, agile delivery, and human-centered design into scalable strategies.
My certifications — TOGAF, PSM II, ITIL SOA, and ServiceNow Administrator — combined with my experience across public and private sectors, allow me to bring both structure and adaptability to this vision.
Conclusion: Service Management as a Strategic Enabler
From managing telecom networks to leading digital strategy for Australia’s top banks and government agencies, my career has been driven by one principle: service is the heartbeat of digital transformation.
Great service delivery is about people, platforms, and purpose. When these three align, they don’t just solve problems — they create lasting impact.
To the next generation of ITSM and digital leaders, my message is simple: think beyond tickets. Architect trust. Deliver value. And build services that inspire.
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