Lisa Ferlita
Sr. Director/GM Asset Management Services (IES) Thermo Fisher Scientific
Dr. Lisa Ann Ferlita is the Senior Director and General Manager of Asset Management Services (AMS) at Thermo Fisher Scientific, where she leads a large, multi-functional organization focused on helping customers maximize the performance, reliability, and lifecycle value of their scientific assets. She is responsible for driving operational excellence, customer success, commercial growth, and strategic transformation across the business.
With more than 40 years of leadership experience spanning advanced manufacturing, healthcare, analytical instrumentation, and life sciences, Dr. Ferlita has built a reputation for transforming organizations, developing high-performing leaders, and creating customer-centric operating models that deliver measurable business results. Throughout her career, she has led large-scale service transformations, organizational redesigns, operational excellence initiatives, and enterprise growth strategies across complex global organizations.
Dr. Ferlita holds a Doctorate in Management with a specialization in Global Leadership. She is passionate about developing leaders who inspire trust, build accountability, and foster cultures where people feel empowered, valued, and connected to a shared purpose. Her leadership philosophy centers on continuous improvement, collaboration, innovation, and delivering exceptional experiences for both employees and customers.
Having lived and worked in 129 countries, Dr. Ferlita brings a uniquely global perspective to leadership, cultural intelligence, organizational transformation, and customer engagement. She is an international keynote speaker and the author of the forthcoming book, The Weight of Leadership: Leading Without Losing Yourself, which explores the often-unseen realities of executive leadership, resilience, personal growth, and leading with authenticity.
At Field Service East, Dr. Ferlita will share practical strategies for breaking down organizational silos, connecting service functions into a unified operational nervous system, and building leadership disciplines that enable faster decisions, stronger collaboration, and world-class customer outcomes.
August 11, 2026
9:00 AM Keynote: From Disconnected Service Functions to One Operational Nervous System
Modern service organizations are expected to deliver seamless customer experiences, yet many still operate through disconnected functions including field service, technical support, depot repair, parts logistics, customer success, and commercial teams. When each operates with different priorities, metrics, and systems, customers experience delays, inconsistent communication, and unnecessary complexity.
In this keynote, Dr. Lisa Ann Ferlita shares a leadership framework for transforming fragmented service organizations into a unified operational ecosystem. Drawing on executive leadership experience across global service organizations, she will explore how organizations can align people, processes, technology, and data around common customer outcomes such as uptime, responsiveness, operational excellence, and customer loyalty.
Attendees will learn practical strategies for creating an "operational nervous system"—one that enables real-time visibility, faster decision making, proactive issue management, and stronger cross-functional collaboration across the enterprise.
Key Takeaways
- Build alignment across field service, technical support, depot repair, parts logistics, customer success, sales, and operations through shared goals, governance, and customer-focused KPIs.
- Design an operational nervous system that connects data, workflows, and decision making across the service lifecycle to improve speed, visibility, and customer outcomes.
- Establish leadership disciplines, operating rhythms, and standardized processes that sustain accountability, collaboration, and continuous improvement at scale.
- Move from reactive service delivery to proactive, data-driven operational excellence by leveraging cross-functional insights and performance management.
Check out the incredible speaker line-up to see who will be joining Lisa.
Download The Latest Agenda