Richard Davies serves as the Head of the Real Time Command Centre at Centrica Plc, bringing over 20 years of experience, predominantly in commercial roles. He transitioned seamlessly into IT strategy and leadership, where he now oversees the implementation of a global observability platform using ServiceNow. Richard is responsible for consolidating monitoring tools across the estate to facilitate a risk-based approach to technology lifecycle management, enabling informed decision-making. His team is dedicated to leveraging technology to enhance customer experience and reduce Mean Time to Repair (MTTR) through collaboration and collective action. All this is designed to support Centrica in its Greener, Fairer Future strategy.