Ondaro promotes three to vice president in ServiceNow shift

Ondaro has promoted Christine Morris, Marc England and Susan Lucas to vice president roles, expanding the leadership team overseeing the company's ServiceNow delivery work.

The three promotions cover consulting, technical services and strategic portfolio management, with each executive taking responsibility for a distinct part of client programmes. Morris becomes Vice President, Consulting; England becomes Vice President, Technical Services; and Lucas becomes Vice President, Strategic Portfolio Management Office.

The changes come as ServiceNow projects become more complex and customers seek advisers who can link business strategy with the use of artificial intelligence in operational programmes. Ondaro has structured its leadership so consulting, technical delivery and portfolio governance each sit under separate senior leaders.

Under the new set-up, Morris will oversee the functional consulting practice across IT service management, IT operations management, IT asset management, human resources service delivery, customer service management, security operations, integrated risk management, strategic portfolio management and public sector digital services. She will have end-to-end responsibility for consulting outcomes on Ondaro's largest engagements.

Morris has more than 20 years of experience in digital transformation for large companies, with a background in governance, compliance and strategy. She is also leading the use of Now Assist, AI agents and workflow intelligence in her team's projects.

England will lead the technical implementation and development practice, including architecture, delivery and integrations. He is also taking on end-to-end responsibility for technical outcomes on strategic engagements.

His promotion follows more than a decade at the company, where he progressed from Solution Architect to vice president. He oversees Ondaro's Certified Master Architect and Certified Technical Architect groups and has supported the use of Now Assist and agentic AI patterns in implementation work.

Lucas will head the Strategic Portfolio Management Office, which serves as the governance foundation for delivery quality across Ondaro's engagements. Her remit includes portfolio governance, methodology and financial performance.

Lucas brings more than 20 years of experience in portfolio, programme and project leadership. She has led transformation programmes worth more than USD $80 million and is working on AI use in portfolio management, including AI-assisted risk identification.

Chris Chute, Chief Delivery Officer of Ondaro, outlined the company's view of the appointments.

"We want to congratulate Christine, Marc, and Susan on these well-deserved promotions," said Chris Chute, Chief Delivery Officer, Ondaro. "These three delivery leaders have made a huge impact not just for Ondaro but for many organizations across a wide-range of industries on the ServiceNow platform. They are the leaders in the ecosystem who are staying ahead of the trends and deserve titles that reflect not only their career paths, but Ondaro's growth in the era of AI."

The promotions also reflect a broader focus on helping clients manage organisational change around AI within ServiceNow programmes. Ondaro works solely as a ServiceNow partner and serves customers in sectors including financial services, healthcare, manufacturing and government.

Jeff Gregory, Chief Executive Officer of Ondaro, said the company views the human element of transformation work as central to the use of AI tools.

"At Ondaro it's simple: customer-first, expert-led, AI-accelerated, and in that order," said Jeff Gregory, Chief Executive Officer, Ondaro. "AI doesn't know your business, and the human side of this work is not something you can replicate. What makes Christine, Marc, and Susan special is that they bring both. They have spent years in the trenches with our customers, and they were also the first ones to jump on Now Assist and agentic AI and put those tools to work on real engagements. That combination of deep experience and the newest tools is exactly what turns AI from an experiment into an outstanding outcome. These promotions are well earned, and these three will keep driving Ondaro forward and delivering for our customers the way they have every single day."

Ondaro positions itself as a specialist ServiceNow partner with work spanning IT, human resources, customer service, risk and asset management. The new leadership arrangement is intended to provide clearer accountability for how programmes are designed, delivered and governed across its client base.