Transformational IT Service Leader Driving Digital Excellence
Priscilla Cigana is a seasoned IT Service Management professional with a track record of leading digital transformation initiatives, optimising technology service delivery, and enhancing customer experience. With a strong foundation in ITIL best practices, agile methodologies, and cross-functional collaboration.  Priscilla has been instrumental in transforming IT service operations for major organisations, including Origin Energy, Westpac Group and IBM Australia. Her expertise in IT service strategy, operational excellence, and infrastructure transformations has delivered significant change and business value.
 
Driving Digital Transformation and Operational Excellence
Priscilla has contributed to major digital transformation initiatives while holding down front-line operational stability during significant infrastructure changes. In her most recent role at Origin Energy, to modernise and transform projects, including cloud migrations and network refresh SDWAN initiatives. She challenges the status quo to consider how the teams will measure success, will the user experience change, and who do you call at 3.00am when things don't go to plan. At IBM for an incredible 16 years in various roles, including an assignment to Singapore as Delivery Project Executive, she led infrastructure uplifts for exchange, storage and hosting. 
 
Leadership in IT Service Management
A strategic leader in IT Service Management, Priscilla has demonstrated results designing, delivering, and improving enterprise service management strategies. At Origin Energy for 8.5 years as Head of IT Service Operations, she successfully insourced the incident and problem management function leveraging her extensive experience in global service delivery amassed during her time with IBM, where she led a lift and shift of the service management function from Australia to India way back in 2009. In a reverse transition for Origin, it has delivered greater accountability, service and financial efficiencies, and a “win-back” position to rebuild business confidence.
 
Her ability to implement and refine continual service improvement (CSI) processes has been critical in elevating service standards across IT. This was pivotal at Origin Energy during the RFP process for a new partner to deliver the service desk function, ~0.8k interactions per month, and the insourcing of the level 2 end user desktop support capability under her remit. Through structured governance forums, rigorous issues and risk management, and strong steerco representation - she ensured proactive risk mitigation, reinforcing resilience across operations.
 
During her time at Westpac Group, she oversaw high complexity change and release management processes, managing approvals for the Westpac Online application and ensuring operational stability. Her hands-on leadership in coordinating change approval boards and embedding rigorous governance frameworks minimised service disruptions and safeguarded brand reputation.
 
Enhancing Customer Experience Through Proactive Service Management
Priscilla understands that user satisfaction is the cornerstone of IT service success. She has pioneered initiatives to track and drive-up IT user sentiment, ensuring that service teams are responsive, communicative, and efficient in resolving issues. At Origin Energy, she implemented a structured sentiment analysis process, integrating feedback loops into the problem management lifecycle. This initiative led to measurable improvements in IT service perception and responsiveness, and increased technology sentiment annual average from a low of 45 points to an impressive 82 points, directly impacting business engagement and trust in IT.
 
Change and Release Management Expertise
Managing IT change and release processes in large-scale enterprises requires precision, foresight, and risk mitigation expertise. Priscilla has led end-to-end change management efforts, championing structured engagement timelines and hyper-care strategies for project transitions. Her initiatives at Origin Energy and Westpac Group, which included increasing change approvers and enhancing governance protocols, significantly reduced unplanned disruptions and reinforced IT stability.

Cross-Functional Collaboration and Strategic Partnerships 
Priscilla has a proven ability to collaborate with internal stakeholders and external partners to drive service excellence. She has worked closely with industry leading partners, including IBM, DXC, Wipro, Accenture, Telstra, AWS, and ServiceNow to deliver high-quality service solutions. From her experience in managing cross-functional teams and business stakeholders at all levels, she is comfortable at the front, navigating complexity with a service first approach.

Priscilla is well-regarded across business units, service partners and peers. A force multiplier who is outcome focused with versatility at working at a fast pace with high levels of complexity.
She is now looking for her next opportunity to champion change and deliver business value.