Руководитель направления управляемых операций Datacom Стейси Томасони покинула компанию после 18 лет работы

After almost 18 years with Datacom managing director of managed operations Stacey Tomasoni has left the business. In a statement to ARN a Datacom spokesperson said Tomasoni played an important role in its growth, as well as shaping its managed operations business through a period of significant change. The spokesperson also credited Tomasoni with “championing the culture, values and customer focus that are central to Datacom”. “We sincerely thank Stacey for her leadership, commitment and contribution over many years,” they said. The departure comes after its Australia managing director, Laura Malcolm left the technology service provider in July, with A/NZ managing director of infrastructure products Mark Hile appointed as acting managing director. Tomasoni has been a longstanding member of Datacom’s leadership team. She took on the role of managing director – managed operations in April 2024, previous to that her role was managing director A/NZ – a role she held for over seven years. She was also Datacom general manager from 2008 to 2014. Previously, Tomasoni was based in London and worked for organisations like medical and travel security risk services company International SOS in a number of roles. “I saw the world of IT change profoundly. When I started, technology was discussed in terms of “users”, she said. “Over time, I’ve been proud to help shift that conversation from “user” to “customer”, and to show how technology can elevate customer experience, employee experience and business performance. “I had the privilege of working with extraordinary customers and tech partners. I was fortunate to be part of many “firsts”, including one of the Australian Government’s first virtual assistants.” This initiative, according to Tomasoni, was “recognised on a global stage when conversational AI was barely understood and few would have dared automate customer service”. However, her pride, affection and sense of legacy were most evident when reflecting on the Adelaide service hub. “I’ll always have enormous affection for our Adelaide service hub,” she wrote. “We built something there from the ground up. A place full character that continues to launch tech careers, create exceptional experiences for customers, and earn deep loyalty. “Oh, and it has contributed more than $1.5 billion to the economy.” Importantly for Tomasoni working in the technology industry taught her adaptability, resourcefulness and problem-solving under uncertainty. “Datacom gave me many things, but one I’ll carry everywhere is the [always solving] mindset. It shaped how I lead, work with customers, and think about what’s possible. “As for what’s next, I’m going to do something unfamiliar — pause.” Just days before announcing her departure, Tomasoni reflected on the shifts reshaping customer service. In an earlier post she said organisations would need to rethink traditional operating models as AI becomes more prevalent. “As a customer, I welcome the agency technology now gives us,” she wrote. “The ability to navigate options, gather information, compare providers and act with more speed, confidence and control. “As a leader, I think it raises a much bigger question as many of the assumptions our service and operating models were built on are starting to shift. For a long time, customer service has operated on a quiet imbalance. Organisations understood their processes, policies and pathways in far more detail than the people they served. “Customers, meanwhile, were constrained by something very human — time, patience and effort.” According to Tomasoni as that imbalance starts to give way as customers are arriving better informed, better equipped and increasingly supported by digital tools or AI assistants. “That changes more than the channel,” she said. “It challenges how we think about demand, capacity, workforce planning, trust, escalation and service design.” Those issues were brought out in Datacom’s latest report, Beyond Automation: What Australians Really Want from Customer Experience, noted Tomasino. “It reflects a shift already underway and calls out three things organisations need to be ready for,” she said. As Tomasino reflected on the future of customer experience, Datacom was also preparing for its own next chapter. According to the technology service provider, its director of customer delivery Bill Clancy will lead the managed operations business in the interim, supported by the provider’s wider executive leadership team. “The business remains focused on delivering for customers and supporting its people through a smooth transition, while longer-term leadership plans are finalised,” said the spokesperson.