Consultancy and product studio · Oxfordshire
SvC Centric is Pieter Engelbrecht's practice. Twenty years running live service inside regulated businesses, now spent defining the target state, leading ServiceNow transformations and putting governance around AI before it reaches production.
What I do
I am a solution and operating-model lead, not a hands-on engineer. I see the whole system, set the conceptual design and the commercial terms, and direct the platform teams and partners who build it. That split is deliberate and it is where the value sits.
Deciding what a transformation needs to be before anyone signs for it. Target operating models, service architecture at the conceptual level, maturity roadmaps, and the tiering, ownership and governance that make them stick.
Strategic and programme lead for ITSM, ITOM, CMDB and CSDM v5 adoption, Now Assist and agentic AI. I set direction, shape the statement of work and hold the MSP to it. I do not develop on the platform, and I say so.
Operational readiness gates, service charters, change enablement inside CI/CD environments and major incident practice. From a global divestiture to a company's first ITSM tool.
Approval controls, human accountability, rollback guardrails and cost governance designed into AI capability from the first sprint. Tested on my own products before I bring it to a regulated client.
Track record
Each figure is tied to the programme it came from. Ask me about any of them.
major incidents caused in the Walmart domain across a seven-tower divestiture
Walmart / Asda · 2022 to 2025change success rate under the Operational Readiness Framework
Walmart / Asda · 2022 to 2025fewer proactive incidents after the Operational Excellence forum
Walmart / Asda · 2022 to 2025lower MTTR in core incident scenarios from Virtual Agent auto-routing
UK mutual insurer · 2025 to 2026from mobilisation to the first AI release live in production, seven stories
UK mutual insurer · 2025 to 2026website availability, held through SLA-driven performance reviews
giffgaff · 2017 to 2022production changes enabled in one year by wiring the pipelines into ITSM
giffgaff · 2021work packages sequenced in a four-track, twenty-month roadmap now being delivered
UK mutual insurer · 2025 to 2026Experience
Insurance, telecoms, eCommerce, retail and data migration. The full engagement detail for each role is available on request.
Brought in to lead a ServiceNow transformation carrying a decayed CMDB, a failed remediation attempt and an MSP business case with no target architecture behind it. Defined the target state, an AI-augmented operating model on a zero-touch CSDM v5 CMDB, reshaped the statement of work three times to protect the business commercially, and directed the internal team to put the first AI release live in eight weeks while the MSP mobilised. The organisation now delivers against the twenty-month, four-track roadmap.
Built Walmart's first Service Design and Transition function from scratch and led it through the company's largest global retail divestiture, spanning seven delivery towers while protecting customer experience on both sides.
Built giffgaff's Service Operations function from nothing and ran it for five years, accountable for the end-to-end service behind the member journey and for audit requirements across OFCOM, ICO, ISO/IEC, PCI and FCA.
Led a seventeen-strong ICT managed service team holding a 99% SLA for customers including TfL, Santander, G4S and McDonald's. Senior stakeholder in the ITIL implementation that reached ISO 20000 accreditation; designed a major incident process that hit 100% SLA adherence within two months; automated ServiceNow functions that freed two people for higher-value work.
The studio
Since 2022 SvC Centric has also been a working laboratory. Each product runs on Cloudflare's edge, ships through a multi-agent pipeline with review gates that block a commit, and goes live only behind a signed governance checklist. Purple Computing, the Oxfordshire MSP I founded and run as COO, is where they meet real customers first.
AI-assisted pupil observation and parent engagement for UK primary schools. Pupil data stays on the school's own devices; there is no server-side pupil database. Sold per school with a full compliance pack.
pupilpulse.co.ukAn AI-native service desk with its own observability and event management layer: uptime monitoring, event ingestion, correlation and a status page, designed to run an MSP's support operation end to end.
The multi-agent delivery pipeline behind the other two. Defined agent roles, quality gates, an AI review council whose reject verdict blocks the commit, and per-product model spend budgets reviewed weekly.
Live is in customers' hands.In build is working software not yet released.Operating internally is used in the studio and not sold.
How I work
Every claim on this page and in any deck I write carries its status. Overclaiming costs more than it earns.
No agent, automation or code path self-approves a production-impacting change. Overrides exist, and they are signed and kept in the audit trail.
Three iterations on the last programme. A bad SoW costs years; a delayed one costs weeks.
A signed checklist covering secrets, input validation, authentication before data and rollback, before anything reaches production. Mine included.
Contact
A transformation that needs a target state, a ServiceNow programme that needs holding to account, or an AI capability that needs governance before it goes live. Tell me where it hurts.
contact@svccentric.com