IT Service Management, SIAM, & Infrastructure Leader | Making Multi-Provider Technology Operate as One Accountable Service | Service Science Practitioner-Researcher I make fragmented technology operate as one accountable service. The value organizations fund is often lost in the seams between teams, platforms, and providers, where every party can meet its measure while the business still loses the outcome. I lead enterprise service management, SIAM, infrastructure, and service delivery across those seams. I clarify ownership, fix the operating model beneath the tools, make vendor contracts enforce what the handshakes promised, and move the frontline signal to someone who can act while correction is still cheap. I came up from the ground floor, managing a pizza store and answering service desk calls before earning my way to senior technology leadership. That climb shaped how I lead. I respect the people who do the work, stay calm when things break, say what the evidence requires, and take the hard path of fixing the system rather than asking good people to absorb its failures. Over 25 years, I have led global service management for 27,000 users across 2,000-plus sites; governed an $85M provider ecosystem; re-architected contracts and SLA/XLA structures; held managed-services P&L across 19 enterprise clients; and led a transformation returning $15.95M within 18 months. My background spans ServiceNow, infrastructure and cloud, major incidents, vendor governance, IT/OT, and M&A. I hold ITIL 4 Master, PMP, Scopism SIAM Essentials, and MIM Director Level 3. The numbers are not the whole measure. I judge my leadership by the people who grew on my teams, whether the front line had a voice, and whether the operation kept working after I moved on. I am naturally reserved and lead through competence, evidence, and durable results. My care shows in preparation, candour, support, and the time I invest in helping people grow. Whyze Byte is the research and writing home for the same work. I study the operating problems that recur across the field, publish what I find, and use research to become a better operator. I am finishing a book called Value Co-Destruction at Machine Speed and developing service-science research on value loss, AI-era operating models, and service lines that improve strategy rather than merely execute it. Whether I am in a permanent or contract operating role, that work continues. It keeps me sharp, tests what I believe, and brings better questions back to the work. When your people raise a signal, how many layers does it cross before it reaches someone who can act? The articles below show how I think. The experience below shows how I operate.