Diversified launches global managed services practice

Diversified has launched a Global Managed Services Practise and appointed Rob Mello as Vice President-Global Managed Services to lead it.

The move brings the company's managed services operations into a single global organisation as it seeks to unify service delivery, client support and the use of AI tools across regions.

Diversified, which works in audiovisual, broadcast and digital experience integration, said the new structure reflects changes in how clients manage connected technology environments that have become more central to day-to-day operations. Customers increasingly want closer oversight of system performance and longer-term planning around technology use, rather than only maintenance and support.

Mello joins with more than 20 years of experience in technology services. His previous roles included positions at NTT DATA, Orange Business Services and IBM, where he worked on building service practices and managing transformation programmes.

The new practice is intended to align managed services strategy, service delivery and client success teams globally while maintaining regional support. Managed services architects and client success executives will continue to work directly with clients on service models tailored to local environments and business requirements.

Three priorities

The new unit will focus on three areas: standardising delivery across regions through common processes and service approaches; helping clients improve adoption, resilience and return on technology investments over time; and adding automation and agentic AI to service operations to support earlier monitoring, faster issue resolution and continuous improvement.

The announcement follows a series of leadership changes at the company. Diversified has recently appointed senior executives including a Global Chief Technology Officer, a Chief Revenue Officer, a Chief Executive Officer and a Chief Information Officer.

Tyler Affolter outlined the company's view of the market shift.

"We have an opportunity to move the managed services conversation beyond maintenance and support toward intelligence, optimization and AI-enabled, continuous value creation," said Tyler Affolter, Chief Revenue Officer, Diversified.

"Rob's experience building global practices and AI-infused, market-leading offerings gives us the leadership to accelerate that shift and help define where the industry goes next," Affolter added.

The new managed services model is designed to support clients operating increasingly complex estates across media, workplace and experience technologies. Diversified said these environments now require a more integrated operating model as systems and communications tools become more closely linked.

Mello's remit includes integrating service delivery with AI-led operations and client success functions. His background also includes work as a patent holder and author, with experience spanning technology, operations and commercial strategy.

Mello set out how he sees the role of the new practice.

"Diversified has already redefined what's possible in designing and delivering the world's most complex technology environments," said Rob Mello, Vice President-Global Managed Services, Diversified.

"Now we're setting our sights on the next frontier: transforming how those environments perform, adapt and create value over time. By fusing our people, data, technology and partner ecosystem into a single intelligent system, we're building a managed services model that doesn't just maintain performance, it continuously elevates it, turning operational excellence into measurable value realization and a lasting competitive advantage for our clients," Mello said.