- Led transformation of Asia–Pacific & Japan support operations for a Nasdaq‑listed ERP vendor from long resolution times to Best in Class customer satisfaction
- Reduced average resolution time from 44 days to 11 days and achieved 99% first‑time‑right on support cases
- Delivered the Telecom Refresh project aligning ANZ and National Bank service models across multiple teams and vendors
- Supported delivery of Elections 2020 for Parliamentary Service in a highly visible, politically sensitive environment
- Helped organisations move from brittle legacy ERP and custom systems toward modern, AI‑ready architectures, including low‑code and Rappit‑based modernisation paths
- Designed pragmatic modernisation roadmaps that balanced risk, cost, and speed instead of defaulting to “rip and replace”
- Designed and implemented IT service management models aligned with ITIL and ISO 20000 that real teams could run
- Improved service consistency and customer satisfaction scores through clearer processes, roles, and measures
- Advised New Zealand and Indian organisations on cross‑border digital delivery, partnerships, and ecosystem building
- Co‑founded the New Zealand Centre for Digital Connections with India, recognised in the King’s Birthday Honours
