Feisar Joya
in conversation
with Brendan Cullen
What is your current job title and industry and what do you enjoy the most about both?
Associate Director, Client Services working in the Higher Education industry.
After more than 20 years in the commercial space managing and leading multimillion managed service contracts, I find invigorating the opportunity and challenge to focus on ‘Client Experience/Service Excellence’ where the outcome is benefiting the education sector and future leaders.
The amount of energy, innovation and opportunity to make a difference in people’s lives is massive and provides you with a sense of contributing to a better society now and in the future.
How long have you been an itSMF Member?
More than 15 years with the majority of the time contributing to Service Management as a member of the South Australia Chapter of itSMF.
What itSMF Membership Benefits do you get most value from?
Forums
Past Seminar Presentations
What do you enjoy most about being an itSMF Member?
The opportunity to share and learn Service Management best practices. As a member of itSMF, I have the opportunity to be part of a massive movement of individuals that like me are engaged in learning as well as contributing to others.
We achieve this by participating in a number of events including National Conference, State Seminars, Networking and the opportunity to see or give presentations. Also, it is one of the best options for me to give the opportunity to my team to participate and explore other perspectives that could shape current practices.
Has being an itSMF Member benefited you professionally?
Definitely. Most of my associations are a result of the opportunities from networking and references made during seminars on people that are clearly impacting through Service Management daily practices across many industries.
What ITSM related certifications do you hold, if any?
ITIL Foundation – V2, V3 done.
ITIL Expert - V2,V3 done and V4 Scheduled DevOps Foundation - Completed
What has been your biggest workplace or career challenge and how did you face it?
Great question. Perhaps the biggest challenge relates to the desire to change commercial organizations from been product to customer centric focus. Many will display proudly in their websites to be Customer Centric; however, time shows that only a percentage walk the talk.
I have been successful in several roles and customers are the biggest beneficiaries of the effort and approach taken. Operational teams