About
A firm built on a quarter-century of doing the work.
Service Axis was founded to bring senior, hands-on service-management expertise to organisations that have outgrown generalist consulting. We work small, stay senior, and stake our reputation on outcomes that outlast the engagement.
Principal
Marcus Lau
Founder & Principal Consultant
Marcus has spent 25+ years inside service management functions across Banking, Government, Media, Telco and Law — most recently as Senior Delivery Lead and Deputy Program Director on one of Australia's largest ServiceNow programmes.
His career spans the establishment of ITIL capability inside Magic Circle law firms, OGC-based supplier management at the world's largest law firm, service-based operating-model design inside a Tier-1 bank's Payments domain, and ServiceNow introduction across a global media group. He has led multi-vendor outsource transitions of 200+ staff and shaped Tier-1 managed-service deals worth more than $200m TCV.
Knowledge areas
- Service-based Operating Models
- Service Management & SIAM
- Service Transition
- Business Change Management
- Programme & Project Management
- Service Delivery Models
- Supplier Management
- Automation
- CRM
Capabilities
- Stakeholder engagement
- Persuasive communication & negotiation
- Leadership & development
- Data insights & reporting
- Systems integration
Career
Selected roles.
2023 — Present
Senior Delivery Lead / Dep. Program Director
Australian Government Department
2019 — 2023
Principal Consultant / Enterprise Architect
Tier-1 Australian Bank
2014 — 2019
Head of Service Management
Global Media Group
2011 — 2014
GM — Enterprise Technology Solutions
Global Telecommunications Carrier
2010 — 2011
Service Management Transition Manager
Global Mobile Operator
2009 — 2010
Business Transformation PM
Healthcare Shared Services
2008
Professional Services Manager
Global ITSM Vendor (UK)
2006 — 2008
Senior Management Consultant
World's Largest Law Firm
2003 — 2006
Service Management Leader
Magic Circle Law Firm
1999 — 2003
MIS Team Lead / PM
Global FMCG Infrastructure
