This candidate is an National Services Manager with over 30 years of experience in service delivery, change management, and system implementation. Currently leading a Managed Services Division, Heather has developed and implemented innovative solutions for major clients in healthcare, utilities, retail, and mining. Her expertise spans ITSM platforms, SLA development, team training, and customer service enhancement, consistently delivering superior outcomes for both internal and external stakeholders. This candidate is highly skilled in service architecture, vendor management, incident response, and quality assurance. She has a proven record of establishing and optimising systems such as FreshService, including integration with NetSuite and designing comprehensive service catalogs. This candidate has also mentored and managed teams of 30+ employees, fostering a culture of excellence, collaboration, and continual service improvement.