James has nearly 30 years in IT and almost 20 years experience managing, mentoring and leading teams in Outsource, Utilities, Media & Broadcast, Finance, Health and Tertiary Education environments.

Establishing Gander Service Management in 2010, James has used his experience to assist with strategic thinking, organisational structures and leading the design and implementation of Service Management processes across various teams and companies at large, enabling continuous improvement and increased value whilst also delivering a stable operational environment.

With a background in outsource companies James has a good understanding of commercial development and supplier management while also continuing to deliver to the customer’s existing expectations. James is also an accomplished people manager, varying from small local teams to large multi-national teams and is experienced in strategic thinking to drive improvements and change.

As a Board member of the IT Service Management Forum of New Zealand (itSMFnz) James is enthusiastic about ensuring that the Service Management (IT and wider business) communities in NZ are engaged in the industry and changes happening within.

James often writes or speaks with various organisations, details of which can be found here

Key Attributes

  • Focussed on delivering pragmatic solutions that meet the client’s requirements, using appropriate frameworks where suitable.
  • Considers the complete lifecycle from strategy to operations and back again.
  • Leads teams through improvements while considering the human aspect of all changes and ensuring that any impact is managed accordingly.

Based in Auckland, Gander Service Management happily deliver across New Zealand and Australia.

Certifications & Frameworks / Techniques used

James has ITIL V2 Service Manager itil red badgeand ITIL V3 Expert itil purple badgecertifications, is a Certified Agile Service Manager and has DevOps Foundation as well as PRINCE2 Foundation certification.  These are used as appropriate during engagements along with SFIABusiness Analysis techniques and COBIT5.