Phillip Palmer

About Phillip Palmer

As Senior Practice Manager at World Wide Technology, I bring 8 years of expertise in scaling Enterprise Automation methodologies and delivering Service Orchestration solutions. My work focuses on integrating A.I. Operations, DevOps, and Full Stack Observability with Enterprise Service Management to optimize digital transformations. Collaborating with cross-functional teams, we help organizations replace manual workflows with intelligent, automated alternatives tailored to their unique needs. By crafting strategic go-to-market approaches and fostering executive engagement, our team ensures customer-centric outcomes that streamline operations and improve governance. My leadership emphasizes clarity and innovation, enabling businesses to navigate complex automation challenges and achieve sustainable operational success. Driven by a mission to simplify complexity, I am committed to empowering organizations to unlock the full potential of automation and A.I. in their enterprise environments.

Experience

1. Senior Practice Manager, Automation & a i

   World Wide Technology

   Oct 2017 — Present · East Lansing, MI, US

   Charged with scaling the success of the Enterprise Automation discipline and the Service Orchestration solutions aligned to the following concepts:Enterprise Automation Methodologies- Artificial Intelligence Operations (AIOps)- Development Operations (DevOps)- Full Stack Observability (FSO)Enterprise Service Management (ServiceNow)- IT Service Management - IT Operations Management- Hardware Asset Management- Software Asset ManagementRESPONSIBILITIESStrategy & Go to Market* Develop holistic value proposition and messaging for customers, prospects, and executive buyers* Work across Automation and Orchestration disciplines to create real-world examples and hands-on-labs that demonstrate the ‘better together’ story of ServiceNow and other products and services WWT offered * Present content to internal and external audiences, including sales kickoff, sales training, webinars, industry conferences, and analyst briefingsPre-Sales* Executive briefings and meetings to ensure thorough understand customer business requirements* Lead discovery workshops to determine customer challenges and align challenges to WWT services and solutions* Build effective working relationships across the whole of WWT ecosystem to include ServiceNow’s partner management and executive teams, ServiceNow Account Managers, WWT Solution Consulting, Professional Services, Marketing, and WWT Delivery Partners where WWT lacks delivery capability* Build and drive an effective Go-To-Market including understanding the competitive landscape, presence and distinct WWT differentiation in the market Management & Leadership* Recruit, coach, and mentor team members to drive excellence and trust with new and existing WWT accounts* Retain and grow existing customer base with regular non-sales customer engagement activities to deliver an excellent customer experiencePartner Management* Source, vet, and manage delivery partners

Education

• University of Southern Marine Corps (USMC)

  Aviation/Airway Management and Operations

  1992 — 1996

• Brisbane TAFE

  Cert IV Workplace Training and Assessment

Skills

• Cobit
• Leadership
• Itil
• Pre-Sales
• Work Instructions
• IT Strategy
• IT Service Management
• Change Management
• Information Technology
• Adult Education
• Requirements Analysis
• Cross-Functional Coordination
• Training Delivery
• Requirements Gathering
• Business Process
• Business Strategy
• Consulting
• Process Development
• Cross-Functional Team Leadership
• Iso 20000
• Service Delivery
• Business Analysis
• Policy Writing
• Stakeholder Management
• Project Delivery
• IT Governance
• Process Improvement
• Standards Development
• Staff Mentoring
• Training
• Integration
• Process Simulation
• Governance
• Business Process Improvement
• Service Management
• Procedure Development
• Prince2
• Learning & Development Solutions