From ageing mainframe to funded ServiceNow transformation
At Telstra, an ageing mainframe tool was creating operational friction, limiting visibility and making change increasingly difficult. The opportunity was not simply to replace software. It was to redesign the service system around the work.
The situation
The existing platform sat inside a broader network of processes, teams, controls and customer impacts. Treating it as a technical replacement would have preserved many of the problems around it.
The thinking
I framed the problem as an enterprise service transformation: understand demand, map failure points, quantify avoidable cost and establish how a modern workflow platform could change both employee experience and customer outcomes.
The business case connected operational evidence to strategic priorities and measurable benefits. This helped secure enterprise Fitter and Faster funding rather than leaving the work as an unfunded technology aspiration.
The leadership challenge
Once funded, the work required alignment across operations, technology, finance, vendors and senior stakeholders. I managed the roadmap and $6.3 million budget while maintaining focus on the intended benefits rather than allowing the program to become a feature-delivery exercise.
Why it matters
The case demonstrates my ability to originate transformation—not simply inherit it. It required identifying an enterprise opportunity, building the commercial logic, securing executive investment and leading a complex delivery system toward $17.5 million in targeted benefits.