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.
Products
SvC Centric is the umbrella for three products in progress. Each one below is labelled with where it actually is today, not where it's heading. Purple Computing, the Oxfordshire MSP I founded and run as COO, is where they meet real customers first.
A local-first app for teachers to log pupil progress and wellbeing notes and share selected updates with parents. Available to schools today by invitation, with an access code issued per school.
pupilpulse.co.ukA self-hosted, zero-knowledge password and secrets vault, built to replace off-the-shelf password managers. Still in development, with nothing available to try yet.
Ask us about VaultcentricInteractive executive decks that look like PowerPoint but can answer a follow-up question live, running entirely on the local machine. Used inside the studio today, with no commercial offer yet.
Ask us about DeckCentricLive is available to schools now.In development is being built, not yet available.Internal tool, no commercial offer yet is used inside the business, with nothing to buy.
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.
The team
SvC Centric is one person and a team of AI colleagues. They are not a chatbot with a to-do list: they hold named roles, work to written charters, report what they are doing while they do it, and stop at the same gates I would. Here is how it is organised, labelled with what is delivered today and what is still in flight.
Turns a decision into tickets, queues the builders, raises the next call with the content attached, and files a morning and a close-of-day brief. Nothing waits for me to ask.
DeliveredProduct, Experience, Technology, Service, GRC, Data and Security, Sales and Marketing. Each has a one-page charter, a daily bar, and five weekly business outcomes scored on Fridays. They meet every morning and put picks in front of me.
DeliveredUp to three coding workers run in parallel, each contained to its own repositories, opening pull requests rather than pushing to main. A test team runs smoke checks before anything is called done; live checks against production are still being wired in.
Delivered, live checks in flightAnything that needs me arrives as one card: what I am deciding, what changes if I say yes, what happens if I say no, and the actual document, wording or change on the card. I can ask the card a question before I answer.
DeliveredA seat shows as working only when it reported a step in the last twenty minutes. Nothing turns green because a button was tapped, and a stalled job shows why it is waiting.
DeliveredMail, diary, deadlines and the next contract, on the same mechanics, with one rule on top: nothing is sent, booked or bought without a typed approval from me.
DeliveredSecrets never in code or chat. Production, money and accounts are a human tap. Every deploy goes through a pipeline with tests. Every seat is contained to its own work area and cannot widen its own access. Every claim is labelled delivered, in flight or designed.
Built on Claude and Grok, orchestrated through GitHub and Cloudflare, and run by the same person you would be talking to. If you want to see how this could run your back office, start a conversation.
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