Services / ServiceNow Platform
Platforms don't usually fail — they drift. I work to stabilise what has degraded and establish the structures that prevent it happening again.
Platforms without governance rarely break outright — they accumulate inconsistency. Demand bypasses scrutiny, customisations are approved informally, and no one has the authority to prevent decisions that introduce long-term debt.
I establish the structures that control this: how demand enters the system, who has decision authority, and how technical standards are enforced consistently over time.