Q: Stacuity has had considerable momentum this year. How would you describe where the company is today?

A: Throughout our early years, we have operated as a highly agile, engineering-led organisation, so rapid iteration, deep customer intimacy, and a strong focus on technical innovation. This approach enabled us to prove the scalability of the platform, win early traction with IoT innovators, and ultimately attract the attention of Tier-1 mobile network operators globally.

However, with that success comes a shift in expectations. Our technology is proven as enterprise-grade; now our operations must be too. Working with some of the largest telecoms operators in the world means our operational processes must incorporate 24×7 support, minute-level response times, ISO 27001 certification, structured change management, auditability, and predictable delivery. Our previous operations have served us well as a startup, but now we’re moving decisively into enterprise mode.

Q: What are the key operational priorities for 2026?

A: Looking ahead, our priorities are centred around three major themes:

1. Scaling up support operations. We are building a 24×7, multi-tier support function capable of meeting the service expectations of Tier-1 operators. This includes a rapid-response L1 capability, a strengthened L2 engineering support team, and robust L3 escalation into our product engineering organisation.
2. Achieving ISO/IEC 27001 certification. For global telecoms operators, ISO 27k is a prerequisite. Our structured programme is well underway, and we’re targeting certification completion in Q2 2026. This gives customers confidence that our security and governance processes meet international standards.
3. Creating strong internal coordination through PMO and governance. With multiple customer deliveries and internal initiatives running simultaneously, establishing a central programme management function is essential. It allows us to prioritise effectively, reduce resource conflict, and deliver predictably at scale.

These initiatives collectively deliver a fully defined operational model that meets the standards expected by Tier-1 carriers.

Q: You’ve previously led operational transformation in large global service providers. How is that experience shaping your approach at Stacuity?

A: The principles are universal, whether it be a global teleco provider or a fast-scaling SaaS business like Stacuity. In every transformation I’ve been involved with, the key has been finding the balance between structure and agility. Large organisations often suffer from too much process; small ones suffer from too little. The sweet spot is an operating model that introduces clarity, predictability, and security without restricting innovation.

At Stacuity, we’re focusing on preserving the strengths that differentiate us: our engineering excellence, our agility, and our ability to deeply understand customer needs. What we’re adding is the operational backbone that allows those strengths to be delivered reliably, globally, and at enterprise scale.

Q: What internal changes are being made to support this transformation?

A: There are several areas internally that are facilitating this transformation, including:

• New roles across operations, including service management, customer support, PMO, security and compliance, quality management, and technical operations.
• Tooling upgrades for support, expanded observability platforms, and deeper integration across all our business-focused applications.
• A documentation and knowledge-management framework, ensuring we’re audit-ready, consistent, and scalable.
• Metrics dashboards to track everything from incident response times to platform availability, customer satisfaction, and change-success rates

We’re taking a holistic systems approach, not just hiring people or writing policies, but embedding a culture of operational excellence into how we work every day.

Q: How does all of this connect back to Stacuity’s mission and uniqueness?

A: Our mission is to revolutionise mobile connectivity by giving customers fine-grained programmability and control. And our vision is to become the trusted platform for programmable connectivity worldwide. Everything we’re doing operationally is about enabling that, but at an enterprise scale.

We know enterprise customers expect not just innovative technology but the operational assurance that surrounds it. By strengthening our support, governance, and security, we’re ensuring that Stacuity’s innovation reaches its full potential and that customers can trust us as a long-term strategic partner.

Q: Finally, what does success look like at the end of 2026?

A: Success for us will mean that operational excellence is no longer a transformation programme; it’s simply ‘how we do things here’.