Fernando
Agune
Senior IT Project Manager — Service Management & Digital Transformation
Fifteen years delivering enterprise technology and digital transformation programs across government and industry. Deep ServiceNow platform delivery, and a working practice built increasingly around AI.
Capability map
What I have worked on over the yearsServiceNow platform
End-to-end implementation across the modules below — from design and discovery through to hypercare and change & adoption.
Integration & data
Making platforms talk to each other, and moving data between them without losing its meaning.
Delivery & governance
Government-grade governance utilising established frameworks.
Career timeline
Most recent first
Scyne Advisory (opens in a new tab) Senior Manager, ServiceNow
Scyne AdvisoryDelivering enterprise ServiceNow solutions and professional services to public sector organisations across ITSM, ITOM, IRM, SPM, TPRM and PSDS — helping agencies modernise service delivery and strengthen operational resilience.
- Lead end-to-end client engagements spanning solution design, agile delivery and cross-functional team management.
- Drive platform-enabled transformation by aligning ServiceNow capability to business goals in highly regulated environments.
- Partner with senior stakeholders, product owners and vendors so outcomes hold up against governance, security and policy frameworks.
A year on the road
A deliberate year away to travel with family, widen the cultural lens and reset long-term direction — and, as it turns out, good practice at planning logistics with incomplete information. Written up as we went.
blog.ouryearontheroad.com (opens in a new tab)
eHealth NSW (opens in a new tab) Senior Project Manager, ServiceNow
eHealth NSWLed large-scale ServiceNow implementations across the NSW public healthcare sector — enterprise-wide initiatives run in Agile, delivering measurable results across ITSM, ITOM, ITBM and Integrated Risk Management.
- Statewide ITOM Discovery roll-out: over 160,000 configuration items identified and managed within six months, transforming asset visibility.
- Global platform upgrade delivered with zero downtime across every department.
- Transformed the clinical application process for statewide school vaccinations on the VAM module — 50% less processing time and better data accuracy.
- Integrated ServiceNow with Zscaler, SolarWinds and AWS data lakes, hardening security and automating data flow.
- Ran discovery for the IRM and Secure Service Edge cybersecurity modules, strengthening the agency’s security posture.
OSF Digital (opens in a new tab) Delivery Lead, Salesforce
OSF DigitalRan a team of five project managers and delivered digital transformation programs for enterprise clients on CRM and Marketing Cloud — modernising customer engagement and marketing automation.
- Delivered 15+ transformation projects valued up to $3M across CRM, Marketing Cloud and automation.
- Managed and mentored five project managers, tightening governance and delivery consistency.
- Two-year digital transformation program for HCF — established the CRM and automated 100+ customer communications.
- Delivered the Virgin Mobile shutdown program, migrating 70% of the customer base without service disruption.
- Campaign optimisation for SBS across a 4M-subscriber base.
Nov 2007 —
Mar 2019
Earlier
Earlier career
Sabbatical year · Our Year On The Road
2018 — 19
Senior Project Manager, Salesforce · IVE Group
2017 — 18
Project Manager · Enigma Communication
2016
Project Manager & QA Manager · TBWA Australia
2015 — 16
Project Manager & QA Manager · Yatango Mobile
2013 — 15
Account Manager · J. Walter Thompson, São Paulo
2009 — 13
Account Coordinator · Rock Communication, São Paulo
2007 — 09
Sabbatical year
A year travelling worldwide, and the first thing I built for myself: a travel blog coded and maintained end to end on Ghost CMS with HTML, CSS and JavaScript, alongside travel and lifestyle photography and Lightroom editing.
blog.ouryearontheroad.com (opens in a new tab)
IVE Group (opens in a new tab) Senior Project Manager, Salesforce
IVE GroupDelivered Salesforce digital transformation programs for large consumer brands, owning each project end to end from estimate and timeline through discovery, development and deployment.
- Delivered 5+ digital transformation projects on Salesforce with budgets from $100k to $2M, for clients including Foxtel, Sony and Royal Caribbean.
- Implemented Salesforce Marketing Cloud for Foxtel, migrating over 200,000 customers onto the new platform.
- Executed a system migration from Marketo to Salesforce Marketing Cloud for Sony.
- Accountable for the financial health and timely execution of the whole portfolio.
Enigma Communication (opens in a new tab) Project Manager
Enigma CommunicationWeb and CMS delivery for consumer and sporting brands, running the full project lifecycle from quoting through to deployment.
- Delivered web- and CMS-based projects for Celestino, Newcastle Knights and KitchenAid.
- Led cross-functional teams of two to six people, managing budgets from $100k to $1M.
TBWA Australia (opens in a new tab) Project Manager & QA Manager
TBWA AustraliaRan digital campaign delivery and owned the agency’s quality assurance process end to end, across devices, platforms and browsers.
- Delivered 10+ digital advertising campaigns for Gatorade, Krispy Kreme, David Jones, Foxtel and ANZ.
- Delivered over 150,000 display media impressions across sites and ad formats for Foxtel and ANZ.
- Wrote, reviewed and executed the QA plans, producing a QA report for every campaign.
- Managed a cross-functional team of five.
Yatango Mobile (opens in a new tab) Project Manager & QA Manager
Yatango MobileDelivered new functionality for a telco startup and built its quality assurance capability from nothing.
- Built and established the QA capability across the business.
- Recruited, managed and trained a virtual team of six QA analysts.
- Managed the workload and priorities of eight people including designers and developers.
J. Walter Thompson Worldwide (opens in a new tab) Account Manager
J. Walter Thompson WorldwideClient lead on integrated campaign work for global technology and FMCG brands, from relationship and commercial negotiation through to delivery.
- Delivered 3 national TV campaigns introducing new Nokia handsets.
- Managed the campaign announcing Microsoft’s acquisition of Nokia.
- Delivered 20+ campaigns across digital, print, TV and radio.
- Negotiated fees, contracts and commissions, leading teams of four to eight.
Rock Communication (opens in a new tab) Account Coordinator
Rock CommunicationEvents, conventions and promotions for enterprise clients — the first place I learned to run logistics at scale.
- Delivered 5 company-wide conventions for SAP and Syngenta, for more than 10,000 people in total.
- Helped run the centenary event for 100 years of Japanese migration to Brazil (2008), for over 50,000 people.
- Managed cross-functional teams of four to twelve depending on project size.
Credentials & Education
Certification
Certified System Administrator
Certification
Project Management Professional
Certification
Scrum Product Owner Certified
Bachelor's, Communications
Diploma of Website Development
AI, in practice
Working fluency, not vocabularyI work with AI as a delivery capability, not a talking point. That means a practical grasp of where each class of model is strong and where it fails, how to ground answers in real source material with RAG rather than trusting a model’s memory, and how to wire tools and data to a model properly — MCP servers, context engineering, agentic workflows with a human at the decision points.
Just as important in the environments I deliver into: the governance around it. Data residency and privacy, what may and may not leave the tenancy, human-in-the-loop checkpoints, evaluation before rollout, and an audit trail an assurance team will accept.
Built in my own time
The fastest way to understand a technology is to ship something with it. These run on my own NAS behind Cloudflare — built, hosted and maintained by me:
And this page is one of them
The assistant below is the front end of a small retrieval application I am building over my career history and my own notes on how I run delivery. Today it answers from a scripted set — the retrieval version is in build. Ask it about the work, or about how I use AI.
Scripted answers today, matched on keywords. The retrieval version, running over a knowledge base I keep updated, is in build.