Vishal Shah — Enterprise Platforms & AI Adoption Lead

ServiceNow Delivery Lead and enterprise platform lead at ING Australia, with 19+ years across regulated financial services technology. I currently lead ServiceNow and PagerDuty platform responsibilities and act as IT Custodian for both platforms, with accountability across platform health, operational controls, governance, support alignment, and stakeholder outcomes.

I also own ING Bank-level CMDB control responsibilities, helping ensure configuration management, control evidence, risk alignment, and platform governance remain audit-ready in a regulated banking environment.

Alongside my core platform role, I support enterprise observability transformation, helping shape business engagement, stakeholder alignment, migration planning, and change readiness as the organisation moves from legacy monitoring tools to a modern observability platform.

I am actively involved in enterprise AI adoption through ING's AI Guild, where I help design, define, and scale practical M365 Copilot adoption patterns. I run the Agent Clinic, a hands-on enablement model that helps teams move from ad-hoc prompting to grounded, governed no-code Copilot agents, with a pathway toward reusable Copilot Studio agent patterns.

My current focus is designing the operating model for practical enterprise AI adoption: moving teams from experimentation to governed scale, defining reusable agent patterns, building stakeholder confidence, and creating adoption pathways that balance speed, control, measurable value, and operational risk.