No Free Lunch Podcast – Leith Collyer on ITSM Transformation

In this episode of “No Free Lunch,” host Greg Stewart interviews Leith Collyer, the Managing Director of Pink Elephant South Africa. Leith shares her journey from a service delivery manager at Dimension Data to leading Pink Elephant, emphasising her passion for IT service management (ITSM) and its transformative potential in Africa.

Leith discusses the challenges and opportunities in the ITSM sector, particularly in emerging markets like Africa, where infrastructure gaps and skill shortages persist. Our discussion highlights the importance of next-gen service desks and AI-enhanced support systems in driving business value and economic growth.

We also spoke around the evolving role of women in IT leadership, noting the increasing presence of female leaders and the unique empathy they bring to the industry.

Leith advocates for embracing AI and digital transformation, stressing that technology should enhance processes and people rather than replace them. She shares insights on how Pink Elephant’s clients have benefited from AI-driven systems, achieving faster resolution times and reduced operational costs.

Our conversation concludes with a discussion on the future of ITSM in Africa, where Leith envisions a more competitive and efficient digital economy driven by innovation and collaboration.

Listen Here:

no freeKey Quotes From Leith Collyer:

• “Being a female leader for an IT company is certainly something that I can see out in the market is changing.”
• “We bring a little bit of empathy to our roles and are out there trying to make differences and changes within the market.”
• “Infrastructure gaps and skill shortages are challenges holding ITSM adoption back on the African continent.”
• “Technology isn’t just about digitization; it’s about digital transformation across people, processes, and technology.”
• “Next-gen service desks deliver 35% faster resolution times and 30% less wait times.”
• “Embracing AI and predictive analytics can quickly change outcomes and move objectives forward.”