The NRMA’s journey towards high-velocity ITSM

Legacy ITSM solutions are overly complex, expensive, and outdated. Join this fireside chat with Andy McCarthy, General Manager, Technology Engineering, the NRMA to learn why they switched to the modern Jira Service Management solution to respond quickly to Members in their time of need and enable frontline workers with innovative technology to help them deliver exceptional service.

In the current AI-driven world, traditional service management vendors are finding it challenging to keep up. Their costly, complex, and outdated solutions lead to siloes and bottlenecks that hinder customer progress.

Jira Service Management aims to eliminate these ineffective service management practices by enabling high-velocity service management through a modern, AI-powered ITSM solution.

Join our fire-side chat with Andy McCarthy, General Manager, Technology Engineering, NRMA and Zoe Ghani, Head of Product Management, Enterprise Growth and Monetisation (ITSM) at Atlassian on the evolution of their service management approach and their journey towards high-velocity ITSM with Jira Service Management.

Hear from Andy McCarthy on why the NRMA switched from a legacy ITSM solution to Jira Service Management to provide better service by helping their organisation:

  • Quickly respond to members their time of need
  • Drive collaboration and dialogue between groups/teams
  • Enable frontline workers with mobile tools

If you’re not able to attend, feel free to register and we’ll send you a recording right after the session.

Speakers

Andy McCarthy

General Manager, Technology Engineering, NRMA

Andy McCarthy currently heads the Group Engineering team at the NRMA. With over 17 years of experience at the helm of large multi-product teams driving complex enterprise-level projects at scale, Andy is a senior leader with a robust financial and commercial background and expertise covering internal workplace, retail endpoint technologies, and consumer-led digital product delivery.

Driving agile methodologies, automation, and continuous delivery, particularly in the realm of multi-cloud and on-premise security-hardened solutions, Andy has led transformations at both NRMA and Vodafone, shifting away from traditional approaches and towards agile, instilling customer centricity empowered by cutting-edge technologies.

Zoe Ghani

Head of Product, Monetisation and Enterprise Growth (ITSM), Atlassian

Zoe Ghani, based in Sydney, Australia, currently holds the position of Head of Product, Monetisation and Enterprise Growth (ITSM) at Atlassian. In this capacity, she actively collaborates with internal teams, customers, and partners to drive substantial value through robust, strategic product initiatives.

Previously, Zoe served as the Chief Technology Officer and Chief Product Officer at THE ICONIC, spearheading the development of premier e-commerce experiences. Throughout her career, she has played pivotal roles in creating B2C products across media, e-commerce, and social and community platforms at Yahoo!, where she revolutionized their user engagement practices.

Zoe's accomplishments include earning an honorary Doctorate of Science and publishing the novel 'Pomegranate & Fig.' Additionally, as an ambassador for Australia in UNHCR, she continues to champion vital humanitarian causes. Her career is marked by numerous accolades, such as winning the WestWords Writing Fellowship and being shortlisted for the 2018 Richell Prize, which recognize her innovative contributions to digital strategy, product management, and social impact, establishing her as a prominent figure in Australia’s tech industry.