Expert ServiceNow Consulting

Co-founder of Eclipse AI , to bring the combination of ServiceNow and AI technologies to companies in a transformational way. We have deep AI technical skills and the execution ability to implement transformational projects.

Non Executive Chair at AutomatePro; we help companies to de-risk their ServiceNow implementations by using AI-driven test automation.

I have over 17 years of experience with ServiceNow and the ecosystem, and I have been involved in four successful exits (now five, thanks to WhyAye Ltd) as an entrepreneur, investor, and advisor.

I am also the Director and Founder of Ohana Capital Ltd, a seed capital and advisory firm that helps innovative small companies become successful. I have supported four exits so far, and I am always looking for new opportunities in the software or IT consulting space. Additionally, I am passionate about innovation, transformation, and growth, and I enjoy sharing my insights and expertise as a board coach and a non-exec board director.

I live in Oxford and I have a converted church in the Outer Hebrides where I can walk for miles on the beaches without meeting anyone :)

My family are what drives me. AKPE.

𝐁𝐫𝐢𝐝𝐠𝐢𝐧𝐠 𝐓𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐚𝐧𝐝 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐟𝐨𝐫 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐯𝐞 𝐆𝐫𝐨𝐰𝐭𝐡

Chris is a leader in digital transformation and AI-driven strategy, known for delivering scalable impact by aligning technology with business goals. Combining technical expertise, strategic foresight, and deep knowledge of emerging technologies, Chris helps organisations drive growth, streamline operations, and achieve profitability.

Since 2019, Chris has implemented enterprise-level AIOps systems, leveraging machine learning (ML) and natural language processing (NLP). His expertise spans SVM/SVR and ARIMA/GARCH models for clustering, classification, and anomaly detection in ITOps and CloudOps. He also designed predictive AIOps processes within ServiceNow, using artificial neural networks (ANNs) for deep learning applications.

By the end of 2022 Chris was fully immersed in the revolution of GenAI and was part of a vanguard project that released the first enterprise GenAI assistant in ServiceNow, pre-Now Assist.

As Chief Operating Officer and Co-founder at Eclipse AI, Steve Merchant brings over a quarter-century of strategic leadership in enterprise technology transformation, with specialised expertise in operationalising AI solutions for top-tier British and global organisations.

A visionary operations executive, Steve has dedicated the past 15 years specifically to People Management and Operations Management roles. His leadership philosophy centres on creating high-performance teams that deliver exceptional client outcomes whilst fostering innovation in emerging technologies. Colleagues and clients value his passionate commitment to helping others succeed in their chosen paths, providing support and direction as needed.

Prior to co-founding Eclipse AI, Steve transformed service delivery operations at a large enterprise service delivery organisation, where he significantly increased operational efficiency whilst considerably reducing delivery costs. His implementation of AI-augmented service platforms resulted in markedly faster client onboarding and consistently superior customer satisfaction scores.

At Eclipse AI, Steve oversees all operational aspects of the consultancy, including talent acquisition, service delivery excellence, and the development of scalable AI implementation frameworks that drive meaningful business outcomes for clients. His exceptional ability to influence, negotiate and achieve results through direct reports has been instrumental in the company's growth.

Core Competencies:

• Strategic Operations Leadership & Digital Transformation
• AI Implementation Strategy & Change Management
• Cross-functional Team Development & Performance Optimisation
• Global Resource Management & Service Delivery Excellence
• Enterprise Technology Integration & Customer Success Enablement
• ServiceNow Platform Expertise & Implementation

Steve excels at managing relationships across multiple time zones and possesses excellent practical understanding, development and implementation of leading-edge Service Management and Customer Service tools. His expertise spans Practice Management, Technical Recruitment, Learning & Development, HR, and Staff Training—all crucial elements in Eclipse AI's comprehensive approach to service delivery.

Steve holds ITIL qualifications at practitioner level in all IT Service Support processes and Service Level Management, and is a recognised thought leader in the integration of AI solutions within enterprise service ecosystems.

As a strategic thinker deeply engaged in the AI space, I’m passionate about developing innovative service offerings that empower businesses to harness the full potential of artificial intelligence.

At Eclipse, I’m focused on bridging the gap between cutting‑edge technology and practical business solutions. I lead initiatives that transform how organisations leverage AI for operational excellence, risk management, and digital transformation. With a strong background in IT strategy and consulting, I work closely with clients to identify opportunities, refine their digital roadmap, and implement AI-driven solutions that drive sustainable growth.

I believe in continuous innovation and value the collaborative spirit of a forward-thinking team. I’m excited to be at the forefront of driving change in the rapidly evolving AI landscape, and I look forward to connecting with like‑minded professionals to share insights and drive impactful results.

PROFILE
Rafe is highly creative, versatile and intuitive IT professional with an extensive background in all areas of computing. Working as Program Manager, System Architect, Senior Developer, Project Manager, Team Leader and Mentor. He has worked in both small and large development environments, local and global support desks and has been involved in project design as a programmer through to full designer, architect, and project management.
More recently his experience in massive organisation landscapes, multiple Managed Data Repository (MDR) data integrations, MDR mapping, MDR correlation and aggregation has led him into the world of Datacartography, mapping and integrating the corporate estate.
As a Program Manager, Systems Architect and Senior Development Lead he has an extremely good knowledge of problem solving and fault-finding techniques. This makes him very versatile in everything from scripting/programming to Departmental Process Design. Constantly finding his knowledge and experience allows him the ability to help in the most unexpected situations. Good communication skills has allowed him to resolve many situations where resistance to change has been an issue, turning these into motivated acceptance of improvements.

ACHIEVEMENTS
08/2015 – 09/2021
Engage EMS – Senior Technical Consultant
• Program Manager of Certificate and Keys projects, designing and developing end to end integrations and processes for the Cryptography Team within the Bank delivering 3 major projects in 3 years.
• Program Manager to design and implemented an automated configuration based on-boarding tool ACOF within ServiceNow. The tool allows for manual and feed-based customer on-boarding for a large group. Mapping the complexities of the integrations, MDR’s and manual templated approach.

Thomson Reuters – Program Manager & Lead Designer/Developer
• A wonderful project where I was presented with the problem if integrating multiple corporate systems to enable instant access to data across any of those systems with instant response time.
• I built a fully functional POC aggregation data engine and UI, utilizing Pentaho ETL tools and Rails integrating datasets from multiple technologies to a single dataset in 4 weeks. Securing the project.

INTERESTS
Drawing, Painting, Sculpture
Implementing a Hydroponics System
Building and using 3d Printers
VJ, Music Video Production
Photography
Fine Art. Recently completed a 2 year HNC in Fine Art where he received Distinctions across the board.
Techie stuff I don’t get to play with at work.

PROFILE
Rafe is highly creative, versatile and intuitive IT professional with an extensive background in all areas of computing. Working as Program Manager, System Architect, Senior Developer, Project Manager, Team Leader and Mentor. He has worked in both small and large development environments, local and global support desks and has been involved in project design as a programmer through to full designer, architect, and project management.
More recently his experience in massive organisation landscapes, multiple Managed Data Repository (MDR) data integrations, MDR mapping, MDR correlation and aggregation has led him into the world of Datacartography, mapping and integrating the corporate estate.
As a Program Manager, Systems Architect and Senior Development Lead he has an extremely good knowledge of problem solving and fault-finding techniques. This makes him very versatile in everything from scripting/programming to Departmental Process Design. Constantly finding his knowledge and experience allows him the ability to help in the most unexpected situations. Good communication skills has allowed him to resolve many situations where resistance to change has been an issue, turning these into motivated acceptance of improvements.

An experienced marketer turned fitness professional who is committed to delivering high level, bespoke and enjoyable programmes to clients. Brings dedication, creativity and an outstanding degree of initiative to any project

- Worked across various business sectors including commercial, sports, leisure, culture, international development, transit, aviation and water
- Responsible for social media as part of a national campaign including briefing the graphic designer, writing copy, creating UTMs, analytics tools, scheduling, gaining an understanding of different platforms and their audiences, and using paid/organic channels (including targeting clients within the relevant sectors)
- Experience with implementing and helping to develop and deliver integrated marketing campaigns
- Developed relationships with a broad range of key internal stakeholders including senior leaders
- Numerous award submissions (including winning submissions for European awards and several shortlisted entries) demonstrate my ability to promote AECOM within written and visual requirements
- Ability to prioritise workload and be flexible where needed
- Taking ownership of the awards programmes within the sectors I support
- Confidently uphold brand guidelines as well as messaging and values
- Contributing to the strategic planning process including messaging
- Utilising and collaborating with the wider marketing team (digital, graphics, press, work winning) to promote successes and key project milestones
- Ability to work with various stakeholders across the business (nationwide, EMIA-wide, and global)
- Project management of new biannual global collateral and responsibility for the promotion 
around this
- Running debriefs after key industry conferences and lessons learnt after major projects
- Confidently presented at workshops and ran training sessions 
- Received positive feedback about my work ethic, the quality of work and use of initiative

Nathalie translates cutting-edge PhD research (AI, HR & ethics) into practical, human-centric solutions for HR. Functioning in an applied R&D lab, she designs and implements bespoke Human-AI Agent collaborative teams based on her unique framework. Her solutions enhance strategic leadership (via digital twins), ensure global compliance, optimise complex processes, and drive significant efficiency gains.

Lisa is a seasoned strategy consultant with a rich and diverse background in strategy transformation, business innovation, and customer-centric delivery. With over a decade of experience spanning technology strategy, supply chain operations, and creative industries, she brings a unique blend of analytical precision and creative insight to the digital strategy domain.

At the core of Lisa’s approach is an emphasis on aligning business strategies with business outcomes—crafting digital experiences that not only engage but also drive measurable value. Her expertise extends across market positioning, data-driven strategy, and the integration of strategic tools that optimise business operations and amplify ROI.

From establishing strategic roadmaps to delivering compliant, people-focused programmes in both the public and private sectors, Lisa excels at driving growth through clarity of message and purpose. Her blend of strategic oversight and hands-on execution ensures that every engagement is not only thoughtfully crafted but also scalable and sustainable.

Lisa’s leadership in business leadership is enhanced by her work in strategic roadmaps, compliance in highly regulated industries, and enterprise strategy—giving her the ability to advise clients holistically, beyond traditional business boundaries. She is passionate about empowering organisations to embrace change, optimise their digital presence, and thrive in today’s competitive landscape.