Nora Osman is the Founder and CEO of Norvana LLC, where she spearheads customer experience optimization and service management transformation efforts. With over 25 years of expertise in Information Technology Service Management (ITSM), Nora focuses on empowering organizations to deliver exceptional customer-centric IT services. Her extensive experience spans sectors such as healthcare, higher education, financial services, insurance, and software development, where she has successfully navigated complex challenges and driven operational excellence.
Nora has published articles in prominent publications such as CIO Review, CXO Tech Magazine, and Employee Experience Magazine, where she has shared her insights on service management, digital transformation, and employee engagement. As a published author, she co-authored an influential book on ITIL, contributing valuable knowledge on leadership and organizational culture, ensuring her voice resonates across the industry.
Known for her magnetic stage presence, Nora excels in making complex concepts accessible. Her ability to weave storytelling into presentations transforms technical discussions into engaging experiences. She is a sought-after speaker at CIO and Technology Leadership events, where she connects with audiences on topics related to customer service excellence and service management innovation.
Nora’s leadership approach centers on building inclusive and empowering workplace cultures. She emphasizes diversity and supports the growth of her teams. Her human-centric style, combined with her extensive experience as a mentor, coach, and speaker, offers deep insights into the intersection of leadership, organizational culture, and service delivery.
Nora holds several certifications, including Certified ITIL Expert and the Wharton Global CXO certification, reflecting her commitment to leadership and service innovation.