Kim Eaton

Senior Consultant


Strategic and adaptable ITSM Specialist with 14+ years of experience in the federal government, including 12+ years in ICT. Demonstrates expertise in continual service improvement, change and release management, project leadership, and problem management for diverse clients across multiple sectors. Seeks to continually improve and streamline processes, policies, and procedures, improve visibility, and ensure business continuity and operational excellence.

Expertise

  • Service design

  • IT Service Management

  • Process development

  • Data analysis and synthesis

  • Framework development

  • Workshop facilitation

  • Maturity assessment

  • Change Management

  • Continual Service Improvement

Qualifications

  • IT Service Management:

  • ITIL4 HVIT

  • ITIL v3 RCV, CSO, Operations

  • SIAM Foundation

  • Project Management

  • Scaled Agile Framework (SAFe) Practitioner

  • Prince2 Practitioner

  • Positive Leadership

Nationality

  • Australian

Relevant Experience

Very Large Government Agency (80,000+ employees)
Governance Service Delivery Manager, SIAM Service Integrator
Kim led a team of 18+ process managers and coordinators, providing expert governance across key ITIL processes, including Change, Release, Problem, Incident, Request, Knowledge, Catalogue, Configuration, and Risk. Under his leadership, the team consistently met and exceeded SLA and KPI targets in a high-demand environment. Kim's focus on continuous service improvement (CSI) enabled his team to deliver high-quality initiatives, driving operational excellence and value.

Very Large Government Agency (80,000+ employees)
Governance Change and Release Process Manager, SIAM Service Integrator
Kim led the Change and Release Management team, providing expert governance for over 200 change and release managers across both internal and external teams, overseeing the deployment of 1400+ changes weekly. His role also involved chairing senior executive decision boards, ensuring strategic alignment and effective decision-making at the highest levels.

Large Government Agency (20,000+ employees)
Governance Release Process Manager, Service Integrator
Kim led the Release Management team, overseeing the end-to-end release process and ensuring seamless governance across both internal and external teams. He successfully managed quarterly deployment cycles, coordinating over 100+ changes and 400+ dependent deployment steps with precision. As the key escalation point for all releases, Kim's expertise and experience enabled him to streamline complex processes, mitigating risks and deliver flawless, high-impact deployments.

Medium Government Agency (5,000+ employees)
Lead Change and Release Manager, Application and Infrastructure Service Provider
Kim successfully led the Change and Release team for a leading application and infrastructure service provider supporting a federal government account. He was instrumental in delivering seamless Business-As-Usual (BAU) deployments as well as major projects, including critical upgrades to financial systems. These upgrades empowered international organisations to securely process digital transactions exceeding $1 million, ensuring efficiency, security, and scalability.

Harold Petersen

Director & Principal Consultant


Harold is a management consultant and transformation manager with over 25 years' experience specialising in ICT Strategy & Governance, DevOps, SIAM, ITSM, Project, Programme and Portfolio planning and management and Organisational Change. He has a demonstrated history of implementing successful digital strategy and transformation programs across process, tools/technology and people aspects as well as training, workshop facilitation and leadership coaching.

Expertise

  • Digital strategy & transformation

  • IT Strategy & Governance

  • Service integration & management (SIAM)

  • IT Service Management (ITSM)

  • Training, workshop facilitation, coaching (SCRUM/DevOps/ITILV4/PRINCE2, MSP, SIAM, P3O)

  • Technology Business Management (TBM)

  • Outsourcing management & governance

  • Business Continuity Management

  • Project, Programme, Portfolio, PMO management

Qualifications

  • Harold holds the ITIL Master certificate and has been a DevOps, ITIL, COBIT, MSP and PRINCE2 agile accredited trainer and implementer since 1994 as well as a regular speaker at itSMF, PMI and ISACA:

  • Managing Successful Programmes (MSP) Advanced Practitioner

  • PRINCE2, PRINCE2 Agile and P3O Practitioner

  • ITIL3 Master (one of only three in Australia)

  • DevOps Leader, SIAM, COBIT5, ISO2230,

  • Digital Strategies for Business (Columbia Business School)

  • Lean Change (organisational change)

Nationality

Australian citizen

Relevant Experience

Large Agency (1001-10,000 employees)
Principal consultant and transformation lead - ITSM uplift program
Harold was responsible for a Current State Review, Target State Design and – together with the customer’s ITSM team - the establishment of improved ITSM processes and a Continual Improvement capability within the epartment’s Digital Solution Delivery division.

Large Agency (1001-10,000 employees)
Principal consultant - Enterprise Governance of IT (EGIT)
Harold was responsible for the design of a COBIT 2019 aligned EGIT Framework in a team responsible for uplifting the departments ICT governance. This included the design of an ICT policy framework, the review and recommended refinement of Governance committees for the full range of ICT control areas and the design of an overarching metrics structure to enable performance and compliance controls. Following the design, Harold has been part of the team to support the establishment of practices in line with the framework.

CASA
Principal consultant - Program Management & Assurance Framework
Our customer had a requirement for the management, governance & assurance of a strategic initiative. Our customer required that the initiative be managed and governed as a transformation program, under whose 'umbrella' projects and agile sprint-sequences would together establish an integrated digitised target state. Harold was responsible for the design and deliver a framework that our customer could use for program management, governance & assurance of its current and any future transformation programs under its portfolio of programs & projects. The framework needed to be based on MSP ('Managing Successful Programmes') best practices, and align with our customer’s ePMO, Project Management, Change Management and Agile standards and practices.

Multiple customers
Principal consultant and Management Trainer SIAM, ITSM, P3M and DevOps
Harold was responsible for ITIL4, PRINCE2, MSP, SIAM, DevOps and P3O accreditation training, Marslander and Phoenix Project business simulations, bespoke workshop facilitation and a variety of current state reviews and advisory assignments for customers across the private and public sector.