Situation

A pivot from on‑prem software to SaaS & Managed Services needed governance, tooling and culture change—without slowing Agile delivery.

What we did

• Designed the ITSM Target Operating Model; stood up Change Management (Standard/Normal/Emergency) with internal & joint CABs.
• Automated workflows in Jira Service Management; integrated Salesforce ↔ Jira; established Major Incident, Problem, and Event management with CNOC.
• Migrated knowledge into Confluence; set observability and on‑call patterns; created Zoom global queues; delivered a remote‑access DR plan.