From Reactive IT to Zero Touch Operations: Building AI-Native Operating Models

Bas leads the DevSecOps and IT Automation Practice for the IBM Consulting Americas. He works with clients to drive automation across all facets of application- and platform operations, using DevOps pipelines, Agentic AI, and Robotic Process Automation. With deep experience both in application development and support, Bas understands the challenges different IT teams face, and how technology can be a unifying factor across organizational silos. Originally from the Netherlands, Bas holds a degree in Computer Science from Saxxion Polytechnic, and resides in Raleigh, North Carolina. When Bas is not obsessing over automation, he enjoys woodworking, 3D printing and boardgames, and tries to combine all three hobbies when possible.

Colin Cosell is a professional emcee, announcer, and executive communications expert with more than 25 years of experience across television, radio, film, stage, and corporate events. When he’s not at the lectern or moderating executive panels, Colin serves as the Public Address Announcer for the New York Mets, Army Football, the Premier Lacrosse League, and numerous other professional and collegiate teams. Over the course of his career, Colin has earned three Emmy Awards and has announced to more than 30 million attendees worldwide. His greatest source of pride, however, are his wife, Julia, and their little girl, Eloise.

Kunal is an experienced leader and trusted advisor to C-level executives, with over two decades of experience helping organizations navigate complex business challenges and achieve strategic outcomes. He specializes in designing and delivering tailored, scalable solutions that drive meaningful and optimized results. At IBM, Kunal leads digital transformation initiatives across multi-platform AI and cloud, helping clients modernize operations and accelerate business value. He has driven 10x growth in the ServiceNow portfolio and played a key role in large scale cloud transformation deals, earning IBM’s Gerstner Award for Client Excellence. His experience spans strategy, sales, solutioning, and global delivery across industries and geographies. Kunal holds a Master of Science from the University of Wisconsin–Madison and a degree in Electrical and Electronics Engineering from the University of Madras. Outside of work, he founded a global production company dedicated to promoting the arts.

Robert Garvin is an IBM Partner and senior executive advisor who works with CXOs and IT Operations leaders to modernize end‑to‑end IT operations across applications, platforms, and infrastructure. With more than 25+ years of experience leading enterprise‑scale transformation, Robert helps organizations leverage AI to move from reactive, siloed operations to intelligent, service‑centric, and outcome‑driven operating models. In his current role, Robert partners with clients to define and execute modernization agendas for mission‑critical environments. He works directly with senior leaders to identify where AI, automation, and advanced observability can deliver the greatest operational impact—improving service reliability and resilience, optimizing cost structures, and enabling IT operations to confidently support business continuity and digital growth across the full technology stack.

Robert is actively engaged in IBM’s largest and most complex client opportunities, advising executives on the operating model changes required to scale AI in IT operations, including organizational design, governance, and service management transformation. He regularly helps organizations transition from incident‑driven support to predictive, proactive, and increasingly autonomous operations that deliver measurable business outcomes.

Robert holds a Bachelor of Science (magna cum laude) from Liberty University and maintains multiple IBM, Red Hat, Cloud, Automation, and Generative AI credentials.