Sydney, Australia

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.

15+ yrs
Enterprise IT delivery across the public and private sectors
$40M+
Total program value under management across my portfolio
50%
Faster clinical application processing with the deployment of the NSW School Vaccination program
30+ programs
Programs and projects delivered across multiple platforms and industries — government, health, telco, insurance and media

Capability map

What I have worked on over the years

ServiceNow platform

End-to-end implementation across the modules below — from design and discovery through to hypercare and change & adoption.

ITSMITOM / DiscoveryIRMSPM / ITBMTPRMVAMPSDSService CatalogueKnowledgePlatform upgrades

Integration & data

Making platforms talk to each other, and moving data between them without losing its meaning.

API gatewaysREST / SOAPETL pipelinesData migration & validationAWS data lakesZscalerSolarWindsSalesforceSFMCSSE / SecOps

Delivery & governance

Government-grade governance utilising established frameworks.

PRINCE2PMI / PMPAgile & ScrumHybrid deliveryRisk & change controlVendor managementExecutive stakeholdersTeam leadership

Career timeline

Most recent first

Senior Manager, ServiceNow

Scyne Advisory

Delivering 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.
ITSMITOMIRMSPMTPRMPSDS
May 2024 — Feb 2025
Career break

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)
May 2021 — May 2024
eHealth NSW (opens in a new tab)

Senior Project Manager, ServiceNow

eHealth NSW

Led 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.
ITOM DiscoveryITSMITBMIRMVAMSSE
Mar 2019 — May 2021
OSF Digital (opens in a new tab)

Delivery Lead, Salesforce

OSF Digital

Ran 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.
Clients
HCFVirgin MobileSBS
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
Mar 2018 — Mar 2019

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)
Jan 2017 — Mar 2018
IVE Group (opens in a new tab)

Senior Project Manager, Salesforce

IVE Group
Sydney, Australia

Delivered 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.
SalesforceMarketing CloudPlatform migrationFoxtelSonyRoyal Caribbean

Project Manager

Enigma Communication
Sydney, Australia

Web 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.
Web & CMSProject deliveryBudget ownership
May 2015 — May 2016
TBWA Australia (opens in a new tab)

Project Manager & QA Manager

TBWA Australia
Sydney, Australia

Ran 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.
Campaign deliveryQuality assuranceDigital advertisingANZFoxtel
Jun 2013 — May 2015
Yatango Mobile (opens in a new tab)

Project Manager & QA Manager

Yatango Mobile
Sydney, Australia

Delivered 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.
Quality assuranceTeam buildingTelco startupProduct delivery

Account Manager

J. Walter Thompson Worldwide
São Paulo, Brazil

Client 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.
Account managementIntegrated campaignsClient negotiationNokiaMicrosoftSprite

Account Coordinator

Rock Communication
São Paulo, Brazil

Events, 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.
Event deliveryAccount coordinationClient relationshipsSAPSyngentaAvon

Credentials & Education

Certification

Certified System Administrator

CSA · ServiceNow
July 2025 · Sydney
Certification

Project Management Professional

PMP® · Project Management Institute
January 2020 · Sydney
Certification

Scrum Product Owner Certified

SPOC® · SCRUMstudy
April 2024 · Sydney
Education

Bachelor's, Communications

Cásper Líbero University, São Paulo — top of class
2007 — 2010
Education

Diploma of Website Development

City Institute, Sydney
2014 — 2015

AI, in practice

Working fluency, not vocabulary

I 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.

RAG & groundingMCP serversAgentic workflowsContext engineeringModel selectionAI governanceEvaluationSelf-hosting

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 · retrieval in build
Ask me about fifteen years of delivery — ServiceNow programs, government transformation, or how Fernando actually uses AI. Or paste in a job description and I’ll fit-check him against it, gaps included.

Scripted answers today, matched on keywords. The retrieval version, running over a knowledge base I keep updated, is in build.