James is an ITIL accredited and Certified Agile Service Manager with over 20 years in IT and over 15 years experience managing, mentoring and leading IT support teams in Outsource, Utilities, Media & Broadcast, Finance, Health and Tertiary Education environments.

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

With a background in outsource companies James has a good understanding of commercial development 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 community 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.