Women in ServiceNow E13: 'ITSM Standards, AI & Avoiding Over-Customization' with Thales' Stephanie Paul

Today's guest is Stéphanie Paul, ServiceNow Consultant at Thales. Founded in 2000, Thales Group is a French multinational technology company that specializes in aerospace, defence, cybersecurity and digital identity solutions, serving governments, critical infrastructure operators and industrial clients worldwide. Thales designs and delivers advanced systems in areas such as avionics, radar, communications, space and secure information systems, with a strong focus on innovation and mission-critical technologies.For over 10 years, Stéphanie has led IT Service Management (ITSM) transformations at scale within complex international organizations. Stéphanie helps enterprises evolve ServiceNow from a ticketing platform into a true governance and operating model enabler. Stéphanie operates at the intersection of strategy and delivery: designing target operating models, building robust ITSM governance frameworks, structuring CMDB/CSDM architecture and driving adoption across large, distributed environments.In the episode, Stéphanie discusses:0:00 Her journey to becoming a people-first ITSM leader driving standardised ServiceNow transformation2:51 How excessive customization harms scalability, upgrades and long-term support4:16 Overcoming change resistance, balancing priorities and avoiding over customization6:52 Being people and culture-focused and building governance for lasting impact10:08 Encouraging women in IT, including to learn, certify, build confidence and network12:25 ITSM will evolve as foundational platform and strong data enables AI integration15:35 Plans to strengthen ITSM foundation, deepen AI expertise and improve customer impactTo find out more about all the great work happening at Thales, check out the website www.thalesgroup.com

Today's guest is Karl Kilmurray, Chief Information Security Officer at Dublin Bus. Founded in 1987, Dublin Bus is Ireland’s largest public transport provider, delivering bus services across the Greater Dublin Area. Carrying over 140 million passengers annually, Dublin Bus' services include high-frequency city routes, commuter services and night services, supporting the social, economic and environmental needs of Dublin through safe, reliable and increasingly sustainable transport.Karl leads the cyber security programme and team at Dublin Bus, overseeing governance, risk management and compliance across the enterprise security function, as well as the cyber security budget and key initiatives. Prior to Dublin Bus, Karl worked at IBM as a cyber security engineer and cyber compliance manager. He also worked with Ekco, where he delivered CISO-as-a-Service support to state and semi-state organisations, and conducted NIS-D assessments for essential services and critical infrastructure providers.In the episode, Karl talks about:0:00 His journey from programming to cybersecurity, ethical hacking, compliance and consulting4:03 Seeing that public sector has fewer resources vs private sector with more oversight5:21 How NIS2 expands cybersecurity rules, enforcement and team growth6:50 Dublin Bus’ advanced cybersecurity with a growing team facing new threats8:25 An insight into his role from team building, operations, training and future threats10:54 A look at Dublin Bus upgrading GPS, Wi-Fi, CCTV, electric and connected systems14:19 How team building enables managing daily tasks and learning simultaneously15:52 How AI introduces cybersecurity risks, requiring balance of innovation and security18:11 Seeing the CISO role evolving, demanding, with team growth and specialisationTo find out more about all the great work happening at Dublin Bus, check out the website www.dublinbus.ie

Today's guest is Jason Scanlon, Chief Information Security Officer & Head IT GRC at Numata Business IT. Founded in 2004, Numata is a global managed IT services provider helping small and medium-sized businesses align technology with their goals. They deliver enterprise-grade solutions, including cybersecurity, cloud services and strategic IT advisory, through a subscription model. With an international presence, Numata enables organisations to improve efficiency, reduce risk and scale effectively using smart, reliable technology.Jason is an IT Leader with over 20 years of experience across consultancy, computer services and managed services. He specialises in complex systems troubleshooting, logical problem solving and network administration. He has designed, implemented and supported network infrastructure, and has worked with multinationals and government bodies on large-scale deployments and consultancy. He later progressed to IT Manager, leading IT functions, developing strategic roadmaps and aligning technology with business goals.In the episode, Jason discusses:0:00 His career background from IT professional to service desk to CISO3:26 Why MSPs must differentiate through measurable business outcomes, not just IT support4:49 GRC is evolving, but governance gaps remain biggest organisational weakness6:43 How AI will aid cyber defence, but requires controlled adoption9:47 How AI vendor surge requires risk-based decisions and strong governance11:19 The need to focus on gradual cybersecurity maturity before pursuing ISO certification14:03 Why success as a CISO needs collaboration and strong supportTo find out more about all the great work happening at Numata Business IT, check out the website www.numata.co 

Today's guest is Geraldine Powderly, CISO and VP at SkySpecs. Founded in 2012, SkySpecs is transforming how renewable energy assets are managed. Its platform combines autonomous drone inspections, advanced analytics and financial intelligence to deliver unified insights across the asset lifecycle. Serving wind and solar operators worldwide, SkySpecs helps organizations maximize performance, reduce downtime and optimize maintenance decisions through data-driven asset management and AI-powered solutions.Geraldine leads enterprise cybersecurity and IT strategy at SkySpecs, aligning cyber risk, AI governance and business growth across a global, multi-product organization. She has built and scaled risk-based security programs, embedded governance aligned to ISO 42001, and elevated maturity across SOC 2 and ISO 27001. A trusted executive advisor, Geraldine brings over two decades of leadership experience, including fintech CISO roles. She is also a recognized voice on AI risk, cyber resilience and security-driven innovation.In the episode, Geraldine discusses:Her career journey from software to cybersecurity leadershipHer passion for mentoring women in male-dominated fieldsWhy women’s technical contributions are often unknowingly underestimatedEncouraging women to embrace opportunities despite self-doubtThe importance of managing AI in cybersecurity through basicsAs AI adds complexity, the basics still matterThe need for documenting decisions amid rapidly evolving AI risksStaying current by training her entire team in AI literacyEducating herself with conferences, webinars and peer storiesTo find out more about all the great work happening at SkySpecs, check out the website www.skyspecs.com

Today's guest is Jane Corr, Head of Cyber Security at CIE (Córas Iompair Éireann). Founded in 1945, CIE is Ireland’s state-owned public transport group, providing rail and bus services nationwide through its operating companies Iarnród Éireann, Dublin Bus and Bus Éireann. Headquartered in Dublin, the group plays a central role in connecting communities, supporting economic activity and delivering sustainable mobility, carrying hundreds of millions of passenger journeys across Ireland each year.Jane is an accomplished Information Security and IT leader with a proven track record of building high-performing teams and delivering results. Known for her “can-do” attitude and strong customer focus, Jane brings a structured approach to solving complex challenges. Her expertise spans information security, technology risk, programme delivery, IT operations and data centre management within large organisations. She is also highly experienced in presenting to Boards and executive leadership.In the episode, Jane discusses:0:00 Her journey from Infrastructure leader to cybersecurity2:55 Why cyber leaders must communicate concisely and confidently5:36 Her broad CSO role including AI, regulation, talent and influence7:14 Advice to start with strategy, align people, roadmap and governance8:55 The need to embed cyber as accessible service, balance risk and compliance11:52 How cyber is maturing toward measurable, compliance-driven continuous improvementTo find out more about all the great work happening at CIE (Córas Iompair Éireann), check out the website www.cie.ie.

Today's guest is David Shake, Director, ServiceNow PMO - North America at Crossfuze. Founded in 2000, Crossfuze is a global consulting and services firm specializing in the ServiceNow platform. As a 2025 ServiceNow Partner of the Year, Crossfuze helps organizations accelerate digital transformation through advisory, implementation and managed services. The company focuses on optimizing workflows, improving service delivery and enabling customers to maximize the value of their ServiceNow investments.David is a focused and innovative professional with strong leadership, management, and communication skills. He excels in balancing competing priorities while building collaborative teams and strong client relationships. As a Client Lead at Crossfuze, David directs complex projects involving process and system design, resource management, and global service delivery. Passionate about customer success, David leverages his ServiceNow expertise to deliver operational excellence and help clients achieve their business goals.In the episode, David talks about:0:00 His journey from Xerox sales intern to service delivery leader5:47 Crossfuze as an elite ServiceNow partner offering implementations and support6:59 Delivering ServiceNow reveals gaps between vision and reality10:13 The need to be honest, realistic and solution-focused in implementations13:45 Seeing growing demand in SecOps and risk management16:00 How Crossfuze’s small size cultivates a collaborative, expert-driven culture18:14 Why Crossfuze’s reputation and expert breadth drive industry differentiationTo find out more about all the great work happening at Crossfuze, check out the website www.crossfuze.com

Today's guest is Emmanuel Ranchin, VP Global Cyber Security Fusion at State Street. Founded in 1792, State Street are a global leader across investment servicing, markets and financing and investment management. With 11.5% of the world’s financial assets flowing through their doors every day, they are a trusted partner to institutional investors and a vital part of the global economy. Together with their clients, State Street help create better outcomes for the world’s investors and the people they serve.Emanuel is an accomplished Programme Manager with strong analytical, problem-solving and IT skills, built on a foundation in Chemical Engineering and extensive experience in the Financial Services industry. A results-driven team leader with excellent interpersonal and communication abilities, Emanuel is highly committed, approachable and adaptable leader who consistently delivers successful outcomes.In the episode, Emmanuel discusses:0:00 His journey from engineering to leading cybersecurity governance in banking5:30 Why Cybersecurity needs accountability, culture and business partnership9:28 How Cyber hygiene culture extends beyond work into daily life11:56 His advice to stay curious, be open-minded and keep learning to stay relevant15:32 Why clear communication, emotional intelligence and simplifying complexity drive success18:47 Effective communication requires time, cultural awareness, feedback and adaptation22:39 The need to build trust, model behavior, embrace feedback, balance risk and enable AI24:32 Innovation requires curiosity, culture change, clear goals and empowered thinkingTo find out more about all the great work happening at State Street, check out the website www.statestreet.com

Today's guest is Rahul Naidoo, Co-Founder and CEO at Superscript. Founded in 2021, Superscript is a New York–based healthcare technology company modernizing how people access and pay for medical services. By introducing transparent, upfront pricing and streamlined digital purchasing tools, Superscript makes healthcare more like e-commerce - clear, simple and consumer-friendly. Its platform empowers patients with greater choice, clarity and control, eliminating surprise bills and redefining the healthcare experience.Rahul is a technology entrepreneur passionate about transforming complex systems into simple, user-centered experiences. Originally from South Africa, he earned a degree in Computer Science from Harvard University and gained experience in digital product development and strategy at several tech ventures before founding Superscript. Under his leadership, Superscript has pioneered a novel healthcare pricing protocol, partnered with hundreds of providers, and is redefining how patients navigate and pay for care.In the episode, Rahul talks about:0:00 His journey from tech-savvy roots to co-founding a health tech startup2:15 Building Superscript with a philosophy to fix healthcare inefficiency6:04 How college friends turned idea into Superscript with Mark Cuban’s backing10:27 Why AI should remove admin burdens, not replace humans in healthcare16:55 Superscript’s culture of perseverance, optimism and problem-solving resilience20:13 Reimagining pricing from creating real, upfront healthcare prices from scratch23:35 The journey building seamless healthcare tech27:42 How Superscript cultivates growth, excellence and purpose-driven workTo find out more about all the great work happening at Superscript, check out the website www.superscript.nyc

Today's guest is Amber Robertson, Senior Manager, Application Services (ServiceNow) at Activision Blizzard. Founded in 2008, Activision Blizzard is a global leader in interactive entertainment, creating epic experiences across console, PC and mobile. Home to iconic franchises like Call of Duty®, World of Warcraft®, Overwatch®, Diablo® and Candy Crush™, the company builds vibrant communities, pushes innovation in gaming and esports, and connects players worldwide through immersive, memorable experiences.Amber is a senior technology leader with 20 years’ experience building and operating enterprise service platforms in complex global environments. She currently leads the ServiceNow platform across Activision Blizzard, Blizzard Entertainment and King, focusing on scalable strategy, service delivery excellence, and user-centered design. She partners with cross-functional teams to modernize service experiences, establish governance, responsibly leverage AI and create intuitive, human-centered platforms.In the episode, Amber talks about:0:00 Career journey from fine art to IT, building service desks and ServiceNow5:20 Leading ServiceNow consolidation across Activision Blizzard and King9:25 Expanding ServiceNow with HR, legal, events and finance tools company-wide10:47 How ServiceNow became the self-sufficient, gamified hub for company workflows13:24 Currently scaling ServiceNow with Employee Center, AI and lifecycle management15:45 Leading ServiceNow with two engineers plus long-term vendor support16:56 Staying at Activision Blizzard for supportive, positive work environment18:43 ServiceNow work remains project-based, relying on consultants for support20:31 How the company supports side projects, letting her create art and ServiceNow apps

Today's guest is Laurie Wheeler, Chief Operating Officer – IS&T at MultiCare Health System. Founded in 1882, MultiCare is a locally governed, nonprofit health system serving communities across the Pacific Northwest. Today, it operates 13 hospitals and more than 300 primary, urgent, paediatric and specialty care locations in Washington, Idaho and Oregon. With over 20,000 team members, MultiCare remains dedicated to improving health, expanding access to care and supporting the wellbeing of the communities it serves.Laurie is an accomplished executive leader with more than 20 years of experience driving strategy and delivering results. She is known for turning vision into action through collaboration and strong partnerships, and for successfully advancing complex initiatives within matrixed organizations. Recognized as a decisive executor, Laurie effectively aligns executive teams and C-suite stakeholders across functions - including Finance, Legal, HR, IT and Clinical - to achieve critical organizational objectives.In the episode, Laurie talks about:0:00 An insight into her 25+ year career working in Healthcare and IT2:35 MultiCare’s offerings with 13 hospitals, 300+ clinics and full healthcare services3:23 Her role in IT culture, processes and optimizing the ServiceNow platform4:57 Building a robust knowledge base to optimize ServiceNow6:48 Focus on automation, ROI, and scalable IT support systems9:06 How they successfully integrated Overlake Hospital’s service desk into ServiceNow11:14 Excitement to expand ServiceNow, automate processes and scale efficiently13:24 How strong governance and structured roadmap ensure successful ServiceNow outcomesTo find out more about all the great work happening at MultiCare Health System, check out the website www.multicare.org