How HR Is Redefining Service Delivery Across the Modern Enterprise
On-Demand | ESM Talk Series – Part 3
Most organizations don’t struggle with effort; they struggle with flow.
HR manages onboarding in one place.
IT manages access and incidents in another.
Operations manages assets somewhere else.
Each team performs well individually, but employee experience and service delivery break down at the handoffs.
ESM Talk Series – Part 3 explores how HR becomes the most effective entry point to Enterprise Service Management (ESM), connecting HR, IT, and shared services through a right-sized, experience-led service model.
This session explores what changes when:
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HR, IT, payroll, and facilities operate through one connected system of work
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Service models are adapted to organizational maturity, risk, and scale
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Journey orchestration replaces disconnected handoffs
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Knowledge, automation, and AI reduce repetitive HR work while improving experience
You’ll see how ESM evolves from isolated service improvements into a true enterprise capability, starting with HR.
Who This Is For
This session is designed for leaders accountable for experience, scale, and reliability, including:
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HR & People Operations leaders
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CIOs, CTOs, and IT leaders
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Service Operations & Asset Management leaders
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Shared Services, Facilities, Payroll, and Operations leaders
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Digital Transformation & Enterprise Architecture teams
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Leaders in regulated and complex environments (Banking, Financial Services, Insurance)
If you’re responsible for making service delivery work across teams, this session is for you.
What You’ll Take Away
By the end of this session, you’ll have clarity on:
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Why HR is often the most effective and practical starting point for ESM
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The real HR service management challenges organizations face today, experience vs efficiency, fragmented systems, workforce complexity, and knowledge gaps
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How to right-size ESM without over-engineering
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What a connected “system of work” looks like in practice, aligning goals, planning work, sharing knowledge, and using AI as a teammate
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How HR portals, journey orchestration, and AI-powered knowledge reduce friction across onboarding, internal moves, and employee support
No frameworks for the sake of frameworks.
No “one-size-fits-all” answers.
HR Accelerator Guide
Featured Speakers
Adam Jackson – Global Head of ESM Practice, Valiantys
A senior IT and transformation leader with 15+ years of experience delivering global ESM and service management transformations. Adam specializes in simplifying complex operating models and designing service frameworks grounded in operational reality.
Kate Wowk - Strategic Engagement Manager, GLiNTECH a Valiantys company
With over 20 years in enterprise technology and professional services leadership, Kate brings deep expertise in aligning organizational strategy with scalable IT and service management practices, enabling sustainable transformation.
Preeti Verma - People Initiatives & Transformation Lead, Atlassian
A globally experienced HR leader and strategic business partner with 20+ years across industries and geographies, Preeti shares a people-centric perspective on how HR becomes a catalyst for enterprise service transformation.
Adam Jackson
Adam Jackson – Global Head of ESM Practice, Valiantys
A senior IT and transformation leader with 15+ years of experience delivering global ESM and service management transformations. Adam specializes in simplifying complex operating models and designing service frameworks grounded in operational reality.
Kate Wowk
Kate Wowk - Strategic Engagement Manager, GLiNTECH a Valiantys company
With over 20 years in enterprise technology and professional services leadership, Kate brings deep expertise in aligning organizational strategy with scalable IT and service management practices, enabling sustainable transformation.
Preeti Verma
Preeti Verma - People Initiatives & Transformation Lead, Atlassian
A globally experienced HR leader and strategic business partner with 20+ years across industries and geographies, Preeti shares a people-centric perspective on how HR becomes a catalyst for enterprise service transformation.
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