Today's guest is David Shake, Director, ServiceNow PMO - North America at Crossfuze. Founded in 2000, Crossfuze is a global consulting and services firm specializing in the ServiceNow platform. As a 2025 ServiceNow Partner of the Year, Crossfuze helps organizations accelerate digital transformation through advisory, implementation and managed services. The company focuses on optimizing workflows, improving service delivery and enabling customers to maximize the value of their ServiceNow investments.

David is a focused and innovative professional with strong leadership, management, and communication skills. He excels in balancing competing priorities while building collaborative teams and strong client relationships. As a Client Lead at Crossfuze, David directs complex projects involving process and system design, resource management, and global service delivery. Passionate about customer success, David leverages his ServiceNow expertise to deliver operational excellence and help clients achieve their business goals.

In the episode, David talks about:

0:00 His journey from Xerox sales intern to service delivery leader

5:47 Crossfuze as an elite ServiceNow partner offering implementations and support

6:59 Delivering ServiceNow reveals gaps between vision and reality

10:13 The need to be honest, realistic and solution-focused in implementations

13:45 Seeing growing demand in SecOps and risk management

16:00 How Crossfuze’s small size cultivates a collaborative, expert-driven culture

18:14 Why Crossfuze’s reputation and expert breadth drive industry differentiation

To find out more about all the great work happening at Crossfuze, check out the website www.crossfuze.com

ServiceNow Series E216: 'Building a Winning ServiceNow Strategy' with Crossfuze's David Shake