Kinetic IT said its practice is designed to establish clearer ownership across technology environments, improve the flow of operational information and make better use of existing technology investments, particularly in sectors where resilience, assurance and sovereign control are critical.

Santos joins from Fujitsu, where she was executive director of ServiceNow Oceania and responsible for the strategy and performance of its ServiceNow business across Australia and New Zealand. She brings more than two decades of experience spanning technology consulting, service management, operations and business leadership, with previous roles at Enable, ValueFlow, Data#3, RXP and CSC.

“Our professional services business is growing as customers look for greater control and value from complex technology environments. Service management platforms are already deeply embedded in most organisations, but the pace of change around them is accelerating,” Shane Quinn, managing director, Professional Services, at Kinetic IT, said in a September 7 statement.

“Meg brings deep ServiceNow expertise, strong market relationships and a proven record of building professional services teams. She gives us real depth as we scale.”

The move marks a return to Kinetic IT for Santos, who served as its operations manager between 2017 and 2018. During that period, she helped establish the operating model for a new service and led teams delivering IT service management and enterprise service management projects.

“Coming back was an easy decision. I’ve spent my career building ServiceNow and professional services businesses, and few organisations in this country have the combination Kinetic IT has – deep trust across Defence, government and critical infrastructure, a genuinely sovereign delivery model, and a crew that holds itself to a very high standard,” Santos (pictured) said.

“What I’ve always valued is who this business serves. Our customers keep the lights on, keep people safe, and deliver services Australians rely on every day.

“The opportunity ahead is significant. Customers are being asked to modernise, meet a rising regulatory bar and adopt AI safely, all at once – on platforms that are global, against obligations that are distinctly Australian. My job is to help them move faster, and to build a practice where the best ServiceNow people in the country want to spend their careers.”

Santos will be based on Australia’s east coast and will lead the Service Integration practice nationally.