Enterprise ServiceNow Implementation
Led one of the largest ServiceNow implementations globally, building customised capabilities and integrations for NTT/Dimension Data serving millions of users across managed networks and data centres.
As R&D Software Engineer and Senior Services Manager at NTT Ltd. (formerly Dimension Data), led the development of customised capabilities for one of the largest ServiceNow implementations in the world. This platform serves NTT's global managed services operations across Managed Networks, Managed Data Centres, and Communication and Collaboration portfolios. Led a team of 13 members across South Africa and Australia, ensuring successful delivery and regional transitions. Recognised with multiple excellence awards including Dimension Data FY18 Quarterly winner for Professional Excellence, demonstrating exceptional technical and leadership capabilities.
The platform follows a microservices integration pattern with ServiceNow as the central ITSM hub. Key architectural decisions: 1. Integration Layer: REST and SOAP APIs connecting ServiceNow to network management, monitoring, and provisioning systems 2. Workflow Engine: Custom workflows for complex multi-step service delivery 3. Reporting Layer: Real-time dashboards and analytics for operations 4. CMDB: Extended configuration management for network and data centre assets
- Custom ServiceNow application development
- Multi-platform integration architecture
- Automated workflow orchestration
- ITIL-compliant service management
- Real-time reporting dashboards
- Global multi-timezone support
- Custom CMDB extensions
- SLA management and tracking
- Incident and change management
- Asset lifecycle management
- Scaling ServiceNow for one of the world largest implementations
- Integrating with diverse legacy systems across multiple regions
- Managing development team across multiple continents and time zones
- Ensuring ITIL compliance while meeting custom business requirements
- Transitioning solutions to regional teams with different skill levels
- Delivered one of the largest ServiceNow implementations globally
- Led team of 13 across South Africa and Australia
- Won Dimension Data FY18 Quarterly Award for Professional Excellence
- Received 3 recognition awards for Professional Excellence, Technical Excellence, and Recognising Others
- Successfully managed 3 portfolios: Managed Networks, Data Centres, and Communications