Professional Work · Transformation Case Study

StarHub IT Transformation

Supporting governance, program management, and enterprise-wide transformation execution for a cloud-based IT Service Management modernization initiative.

Governance

Transition

Transformation

Executive Reporting

PMO Operations

Risk Management

Program Management

CSAT

Role

Coordinated governance, reporting, planning, & execution across multiple workstreams

Focus

Transformation governance, PMO, Executive reporting, risk management, transition planning

Outcome

Improved program visibility, strengthened governance, supported ITSM Transformation

How the work came together

Driving governance, planning, and execution for a large-scale IT Service Management transformation

As part of the Program Management Office (PMO), I supported the planning and executing of an enterprise-wide ITSM transformation initiative that modernised service management processes, governance, operating models, and transition activities.


The transformation aimed to replace legacy service management capabilities with a cloud-based ITSM platform while establishing

standardised governance, improving operational efficiency, and enabling organisational adoption across multiple work streams


Key focus

  • Transformation Governance - Supported the establishment of governance models by coordinating steering committee activities, monitoring governance documentation and preparing executive reporting for key decision teams

  • PMO Operations - Prepared dashboards and status reports that consolidated information across teams, enabling leadership to make informed decisions based on program progress, financials, risks and milestone tracking

  • Risk & Dependency Management - Maintained visibility into cross-functional risks, blockers, assumptions, and dependencies while ensuring timely escalations and resolution through governance channels

  • Transition Planning - supported transition plkanning activities including operational readiness, stakeholder coordination and knowledge transfer to ensure a smooth migration into the future operating model

  • Change Management Support - Worked closely with the business teams, technology teams, vendors and leadership to facilitate communication, align priorities and improve collaboration throughout the transformation lifecycle


My role focussed on ensuring the program remained aligned across business, technology and delivery teams while providing visibility into progress, risks dependencies, and enabling executive decision making.


Business Impact

  • Improved governance across tramsformation initiatives

  • Better visiblity for executive stakeholders

  • Structured decision making through standardised reporting

  • Increased coordination between business and technology teams

  • Reduced delivery risks through proactive dependency management

  • Improved readiness for enterprise-wide ITSM adoption


Key Takeaways

This transformation strengthened my understanding of enterprise-scale program delivery, program management, client management and reinforced the importance of governance in successful digital transformation initiatives