SELECTED WORK / REAL-WORLD DELIVERY

Complex mandates. Clearer outcomes.

Four examples of building capability, improving service and delivering change across large, distributed technology environments.

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01 / GCC SETUP120 daysfrom plan to launch

CAPABILITY BUILDING

An India GCC built to own the work.

The mandate was to move critical ServiceNow and EUC operations from vendors into an internal capability without losing delivery momentum.

The approach

Aligned the operating model and governance, built internal teams, and established the new center within 120 days. The supplied resume describes 45+ members insourced across ServiceNow and EUC operations.

The result

The transition delivered a reported $4.5M in savings and created internal ownership of two core service capabilities. The ServiceNow work also set up a foundation for faster resolution.

GCC setupInsourcingServiceNowEUC

02 / ITSM5 → 1.5days to resolve tickets

SERVICE EXCELLENCE

Turning service operations into a stronger capability.

Service delays called for clearer ownership, better information and an operating rhythm that could support improvement.

The approach

Established a ServiceNow Center of Excellence, improved the knowledge base and automation for known issues, and addressed configuration data quality with Microsoft 365 integrations.

The result

Average ticket resolution fell from five days to 1.5 days. The supplied resume also reports an AI chatbot deflecting 30% of ticket creation and CMDB completeness reaching 90%.

ITSMCMDBKnowledgeAutomation

03 / ENTERPRISE CHANGE70K+endpoints in an APAC migration

WORKPLACE TRANSFORMATION

Delivering change at scale without losing control.

Regional endpoint and collaboration programs need careful sequencing, local coordination and reliable adoption.

The approach

At TMF Group, led an OS migration for more than 70,000 endpoints and a Microsoft Teams rollout for 6,000+ users. At Johnson Controls, delivered a Windows 11 migration for 10,000+ users with Intune.

The result

The TMF endpoint program is reported as completed with zero data loss; the Johnson Controls Windows 11 program finished two months ahead of schedule.

APAC deliveryEndpoint migrationIntuneChange management

04 / OPERATIONS98%reported SLA compliance

REGIONAL SERVICE DELIVERY

Coordinating a 24/7 APAC operation.

Coverage across countries and sites requires a clear structure for people, vendors, service commitments and escalation.

The approach

Led 14 direct reports spanning regional support, EUC, ServiceNow, reporting, automation and print in a 120+ person matrixed organisation supporting more than 250 sites.

The result

The supplied resume reports 98% SLA compliance and a 10% team efficiency improvement after orchestrating 24/7 APAC operations.

APAC operationsLeadershipService levelsVendor management

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