Thili Gunaratne
Wheelers Hill
Summary
Results-driven IT Service Management (ITSM) leader with over 11 years of experience managing complex enterprise environments across government, manufacturing, and financial services. Recognised for driving IT transformation, leading high-performing teams, and improving IT service delivery across incident, major incident, problem, and change management. Extensive hands-on experience in ServiceNow across two enterprise environments-BlueScope Steel and Pentana Solutions-with proven success in delivering service enhancements, driving workflow automation, and aligning technology with business goals. Adept at stakeholder engagement, vendor governance, and process optimisation underpinned by ITIL best practices.
Overview
9
9
years of professional experience
1
1
Certification
Work History
SIAM Process Manager - BAU Operations
BlueScope Steel
07.2023 - Current
- Lead a team of 15+ IT professionals, overseeing BAU operations and project delivery across a complex, multi-vendor enterprise environment
- Actively serve on the ServiceNow Leadership & Governance Board, responsible for approving and governing enhancement requests, workflows, and delivery schedules
- Manage the ServiceNow enhancement pipeline, from intake and prioritisation through to release planning and delivery, ensuring alignment with business needs and risk/compliance standards
- Lead and govern the application and vendor onboarding process, setting standards for intake, evaluation, compliance checks, and successful operational integration
- Serve as a governance point and final approver for access management across applications integrated into ServiceNow, ensuring all access provisioning aligns with role-based policies, risk controls, and audit requirements
- Provide oversight of identity and access management (IAM) as part of a strategic cybersecurity initiative, consolidating and streamlining access across disparate systems to eliminate redundancy and improve control
- Enhanced operational performance through targeted improvements in Incident, Major Incident, Problem, and Change Management, resulting in improved resolution times and reduced incident recurrence
- Reengineered ServiceNow onboarding workflows to improve security compliance and reduce onboarding time by 30%
- Act as a trusted advisor to senior stakeholders, aligning IT service strategy with business objectives and compliance obligations
Problem & Major Incident Manager
Civica
08.2021 - 04.2023
- Company Overview: Department of Justice - VIEW System
- Led Major Incident and Problem Management for the Victorian VIEW system, ensuring uptime and service continuity for justice enforcement systems
- Improved root cause analysis (RCA) and preventive measures, resulting in reduced incident recurrence
- Streamlined incident classification and escalation models, improving time-to-resolution across multiple government business units
- Successfully managed service transitions and integrations with minimal operational disruption
- Department of Justice - VIEW System
Major Incident & Problem Manager
Pentana Solutions
07.2016 - 08.2021
- Managed critical incidents and root cause analysis, significantly improving response time and reducing backlog
- Introduced preventive change practices, helping to reduce repeat incidents by over 40%
- Used ServiceNow to enhance visibility, classification, and lifecycle reporting for problems and changes
Education
Bachelor of Commerce - Business Management
Deakin University
Skills
- IT Service Management
- Access management
- ServiceNow administration
- Project management
- Vendor management
- Risk compliance
- Stakeholder engagement
- Operational efficiency
- Team leadership
- Strategic planning
- ServiceNow Governance & Enhancements
- Identity & Access Management (IDAM)
- Team Leadership
- People Development
- BAU Operations
- Project Oversight
- Service Delivery
- SLA Management
- Vendor Engagement
- Stakeholder Engagement
- Cybersecurity Support
- Compliance
- Continuous Improvement
- Automation
Certification
ITIL v3 Certified
Awards
- C Star Award - Best Performer, Q2 & Q3 2022, Civica
- Rookie of the Year, 2016, Pentana Solutions
Timeline
SIAM Process Manager - BAU Operations
BlueScope Steel
07.2023 - Current
Problem & Major Incident Manager
Civica
08.2021 - 04.2023
Major Incident & Problem Manager
Pentana Solutions
07.2016 - 08.2021
Bachelor of Commerce - Business Management
Deakin University
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