Business Process Consultant · Speaker · Trainer

Jamie Stannard

Senior Service & Support Leader · ServiceNow · Lean Management

25+ years helping organizations build high-performing service teams, streamline operations, and lead with clarity. From the front lines to the boardroom — I’ve led it, taught it, and lived it.

HDI CertifiedLean ManagementServiceNowITILKCS
About me

Turning complexity into clarity

I’m a Business Process Consultant and Senior Service & Support Leader with a passion for making organizations work better — not just faster. My background spans technical support leadership, ServiceNow platform consulting, and Lean/Agile transformation.

I’ve led teams of nearly 185 people across multiple industries, built support organizations from the ground up, and facilitated workshops that changed how companies think about value delivery. I’ve spoken at HDI conferences, held board roles in HDI Atlanta, and spent over 20 years earning and teaching best practices in service management.

I bring the same collaborative mindset whether I’m mapping a value stream, coaching a team lead, or delivering a session on continuous improvement.

25+
Years in service & support leadership
185
Team members led as Director
20+
Years as HDI member & facilitator
Multi
Lean management certifications earned
What I do

Services

▲
Lean & continuous improvement
Value stream mapping, waste elimination, and building CI cultures that sustain results — certified and practiced across multiple industries.
■
ServiceNow consulting
ITSM, SAM, and platform strategy to align ServiceNow with your service operations and deliver measurable value.
●
Leadership coaching & development
Coaching service leaders, developing high-performing teams, and building skills that make support organizations great.
▶
Workshop facilitation & speaking
Engaging sessions on Lean, ITIL, KCS, and service management — from conference keynotes to hands-on team workshops.
◆
Training development
Designing and delivering training programs built on adult learning principles — if the learner hasn't learned, the teacher hasn't taught.
♥
Customer experience strategy
Aligning people, process, and technology to deliver service experiences that build loyalty — not just resolve tickets.
Where I've worked

Industry experience

✚Medical & Dental
🏫Education
✍Apparel & Textile
🏠Consumer Goods
📅Meeting & Event Management
🏢Start-ups & Enterprise
Career path

Experience

Current
Business Process Consultant
ServiceNow · Lean · Service Operations
Advising organizations on process maturity, Lean transformation, and ServiceNow strategy. Speaking at industry conferences including HDI Service Management World.
Previous
Director of Product Support Services
Enterprise organization · ~185 direct & indirect reports
Led a multi-function support organization driving customer experience, operational excellence, and team development across complex environments.
25+ Years
Senior Service & Support Leadership
Progressively senior roles across multiple industries
Built a career grounded in customer obsession, team empowerment, Lean management, and continuous improvement — from start-ups to large enterprise organizations.
Credentials

Certifications & affiliations

Lean Management — CertifiedHDI — Multiple CertificationsITILKnowledge-Centered Service (KCS)ServiceNow SAMHDI Atlanta — Board MemberHDI Conference SpeakerAgile / Scrum
Get in touch

Let's talk about your challenges

Whether you're exploring a consulting engagement, looking for a speaker, or want to connect — I'd love to hear from you.

Jamie Stannard
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