Kinetic IT’s Service Line Manager, Service Integration, Michelle Major-Goldsmith, has been named one of HDI’s Top 25 Thought Leaders for 2025. The annual list recognises individuals who have made a significant impact on the IT service and support industry through their expertise, leadership, and contributions to the field.
Michelle has been a known authority on IT service management for more than a decade, helping to shape international best practices and drive innovation across the industry.
She has played a key role in developing international understanding of the profession and untapped outcomes that can be realised through Service Integration and Management (SIAM). Michelle is a lead architect of the development of the SIAM Bodies of Knowledge, and served as Editor for ISO/IEC 20000 Part 14 – Service Integration and Management in 2024.
How leadership in IT is driving transformation
We asked Michelle: How does leadership play out in the world of IT?
“Leadership in IT service management is no longer just about enforcing processes or managing technology. With complex, multi-provider ecosystems more common now, true leadership is about empowering your people, fostering collaboration, and navigating uncertainty with confidence and adaptability.”
According to Michelle, the rapidly changing IT service landscape requires leaders who can think beyond traditional models.
“The service management landscape is more interconnected than ever. Organisations are shifting from single-provider models to complex service ecosystems involving multiple vendors, partners, and even competitors. This complexity demands leaders who can think beyond their immediate sphere of control, who can see interdependencies, anticipate challenges, and ensure that services deliver value holistically rather than in silos.”
She said that strong leadership in service management is about striking the right balance between structure and agility.
“Leaders must be comfortable making decisions with imperfect information, recognising that uncertainty is part of the reality we operate in. Gone are the days of hierarchical, top-down leadership models. Successful service management leaders empower rather than control, creating environments where teams feel trusted to challenge ideas, experiment, and bring forward solutions.”
Leadership is more than a job title
In addition to developing industry frameworks and standards, Michelle is a strong advocate for knowledge sharing and mentorship.
“Great ITSM leaders foster a culture of curiosity, learning, and continual improvement. They encourage their teams to think beyond rigid compliance and look for ways to drive real service innovation. It’s not about maintaining the status quo; it’s about shaping the future.”
She added that the best leaders do not focus solely on processes but on creating an environment where people can succeed.
“Leadership isn’t about having all the answers—it’s about creating the conditions for others to thrive. It’s not about control or authority, but about empowerment, trust, and ensuring that people feel safe to innovate and collaborate.”
She said this approach was particularly important in service integration and multi-provider environments, where organisations rely on multiple partners to deliver seamless digital services.
“In these environments, teams often hesitate to speak up about risks, failures, or improvement opportunities due to fear of blame. A strong leader fosters a culture where learning from failure is valued, and people feel safe raising concerns before they escalate into major service issues.”
Michelle also emphasised that modern IT service management requires leaders to go beyond traditional process management.
“Instead of rigidly enforcing processes, leaders should enable teams to experiment and innovate within guardrails. This is especially important in cross-provider collaboration, where a leader’s role is not to dictate, but to facilitate cooperation, and ensure that different stakeholders align on a shared purpose.”
She believes the most effective ITSM leaders focus on aligning teams with a greater purpose, rather than just enforcing service-level agreements.
“When leading service transformation or managing a complex ITSM initiative, it’s not enough to define SLAs and KPIs. Teams must understand the business value behind their work, whether it’s improving customer experience, enhancing security, or supporting sustainability goals.
“A leader who connects daily tasks to a greater purpose creates intrinsic motivation and engagement.”
Be brave to be vulnerable
Michelle also highlighted the importance of courageous conversations in leadership, especially when managing relationships between IT teams, business leaders, and external providers.
“Tensions often arise between service providers, business teams, and IT function. Leaders must mediate conflicts with emotional intelligence, ensuring that relationships remain strong while holding teams accountable.”
Michelle also highlighted the importance of courageous conversations in leadership, especially when managing relationships between IT teams, business leaders, and external providers.
Ultimately, she said, the best ITSM leaders focus on people over process.
“Traditional IT service management often focuses on process adherence, but human-centric leadership prioritises employee experience, engagement, and team well-being alongside service outcomes. A great leader doesn’t just measure service levels; they measure the energy, morale, and growth of their people because empowered teams build better services.”
Michelle’s recognition as an HDI Thought Leader for 2025 reflects her commitment to shaping the future of IT service management, ensuring it remains relevant and effective in an era of rapid technological change.
Kinetic IT congratulates Michelle on this achievement and looks forward to seeing her continued impact on the ITSM community, both in Australia and globally.
Follow Michelle on LinkedIn for Service Management insights.
About HDI's Top 25 Thought Leaders
Each year, HDI’s Top 25 Thought Leaders list recognises the visionaries shaping the future of IT service management and technical support. This prestigious accolade celebrates individuals who have made exceptional contributions in areas such as thought leadership, industry impact, knowledge sharing, professional achievements, and leadership. Find out more about the 2025 list on HDI’s website.
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