In true Akoni Tech Talks style, in this week’s episode, we’re going back to the beginning to uncover Damien Davis’ journey into the world of technology. His career path has been anything but conventional, and his story is an inspiring example of how diverse experiences can lead to success in the tech industry.

Damien’s interest in technology began at an early age. Growing up in the early 1980s, he was captivated by the BBC show ‘Tomorrow’s World’, which explored futuristic innovations, space travel, and the concept of smart devices — things that seemed like science fiction at the time. This early fascination with tech set the foundation for his eventual career, even if his initial path took him elsewhere.

An Unorthodox Route into IT

Unlike many in the industry, Damien did not come from a traditional tech background. His early career was spent working in hospitality, retail, and even rental car companies. It wasn’t until his mid-to-late twenties that he found his way into the technology sector, starting on a first-line help desk. His role involved logging tickets for IT issues — what he humorously refers to as “logging and flogging.” Despite having no formal IT training, his background in customer service proved invaluable, as he quickly realised the importance of understanding and responding to customer needs.

In 2011, Damien joined ServiceNow, a then-small start-up with around 350 employees. Over the past 14 years, the company has grown to over 26,500 full-time employees, and Damien has become the 126th longest-serving employee. His journey at ServiceNow has seen him take on various roles, from support operations to product management and, more recently, leading customer and partner engagement.

Reflecting on his first role in IT, Damien credits his hospitality and retail experience with equipping him with the customer service skills that remain crucial in his work today. His ability to connect with customers, communicate effectively, and continually upskill through training and learning resources has allowed him to advance within the industry.

Leading Customer and Partner Engagement

Damien describes his current role as “the best job in the world.” As the Lead of Customer and Partner Engagement for ServiceNow’s Customer Excellence Group (CEG), he works closely with customers and partners to enhance their experience with the platform. His responsibilities include delivering webinars, podcasts, and keynote speeches at industry events, all while serving as a passionate brand ambassador for ServiceNow.

Over the years, Damien’s career has evolved significantly. He spent his first six years at ServiceNow in customer support, managing a team of engineers and handling high-priority incidents. He then transitioned into product management, where he worked on IT Service Management (ITSM), one of ServiceNow’s flagship offerings. Most recently, he pivoted back to customer engagement, embracing his love for working with people and sharing knowledge.

A Passion for Mental Health Advocacy

Beyond his professional achievements, Damien is a dedicated advocate for mental health awareness. His commitment stems from personal experiences — losing a close friend to leukaemia in 2010 and, more recently, his brother to suicide in 2020. These losses have driven him to support mental health initiatives, both within and outside of ServiceNow.

Following his friend’s passing, Damien and a group of friends set up ‘Team Wayne’ to raise funds through charity challenges. Their story went viral after they mistakenly climbed the wrong mountain during the Three Peaks Challenge, ultimately leading to a surge in donations. In 2012, Damien was honoured to carry the Olympic torch in recognition of his fundraising efforts.

In 2022, he successfully completed the Three Peaks Challenge and, with the support of his colleagues and LinkedIn network, raised nearly £100,000 for the mental health charity, Mind. ServiceNow’s corporate culture was instrumental in supporting him through his grief, reinforcing the company’s commitment to employee well-being.

The Power of LinkedIn and Personal Branding

A strong advocate for networking and personal branding, Damien has built a well-known profile on LinkedIn, using the platform to engage with industry professionals, share insights, and amplify important conversations around mental health and technology. While LinkedIn has evolved from a simple online CV to a more social platform, Damien sees it as a valuable tool for meaningful engagement and career growth. He emphasises the importance of contributing to discussions, sharing valuable content, and supporting others within the network.

Advice for the Next Generation of Tech Professionals

Looking back at his journey, Damien has one key piece of advice for young professionals: *embrace AI*. He believes that AI is not about replacing jobs but enhancing the way people work. Whether in coding, engineering, sales, or business operations, understanding AI and its applications will be crucial for future success.

Damien is particularly excited about the advancements in AI, especially within ServiceNow. The company has been investing in AI since 2017, integrating predictive intelligence and machine learning into its platform. More recently, ServiceNow has introduced AI agents that automate tasks across IT, HR, finance, and facilities management. These innovations are transforming the way businesses operate, making workflows more efficient and intuitive.