🎙️Nicoleta Daniș, Strategic Partnerships & Marketing Manager, Devhd: The differentiator in 2026 is not AI alone. It is enterprise orchestration

Outsourcing Today, the business services industry’s integrated networking and news platform, continues its interview series with leaders shaping the future of business services and related sectors. We explore key perspectives on the year ahead, strategic priorities, and growth opportunities.

Read below the key standpoints and perspectives of Nicoleta Daniș, Strategic Partnerships & Marketing Manager, Devhd.

Power words of 2026: Orchestrate. Simplify. Deliver.

• Orchestrate systems
• Simplify complexity
• Deliver measurable outcomes
• Enterprise software is entering a consolidation phase

How is the AI-based technologies changing your company’s competitive edge in 2026?

AI is clearly reshaping enterprise software, but we approach it pragmatically.

At Devhd, we are fully aligned with ServiceNow’s new direction around the AI Control Tower — where AI is orchestrated across workflows, data and governance. We closely follow every release and innovation and we are preparing our teams accordingly.

That said, AI adoption is still driven by customer readiness. Not every organization is ready to invest in a full AI strategy. Our role is to help them build the right foundation first — clean workflows, structured data, governance — so that when they decide to scale AI, they do it responsibly.

We position ourselves as a long-term Premier ServiceNow partner who helps customers prepare and scale when the timing is right.

“AI investments must follow business clarity. Technology can enable reinvention, but only when the customer is ready to invest strategically.”

What’s the biggest misconception business leaders still have about AI?

The biggest misconception is that AI automatically creates efficiency.

AI amplifies what already exists. If processes or workflows are fragmented, data is inconsistent, or roles are unclear, AI will amplify fragmentation and inefficiencies.

Enterprise AI requires discipline:

• clean processes,
• defined ownership,
• unified data,
• strong governance.

That is why the conversation is shifting from “AI tools” to structured platforms. AI needs orchestration — like the one ServiceNow can uniquely provide. Otherwise, it remains experimental and companies may end up with isolated copilots and no real operational transformation.

Which business decisions in your company are AI-led?

At Devhd, AI supports many aspects of our daily work — from research and analysis to documentation, technical exploration and operational efficiency.

Our consultants use AI as an accelerator in delivery and at the leadership level we use it for research, scenario analysis and preparation. It helps us move faster and process information more effectively.

That said, strategic and operational decisions remain human-driven. AI is a support layer — not a decision-maker.

How has AI changed what customers expect from your products or services?

Customers are more pragmatic than the headlines suggest. They are not asking for “AI everywhere.” They are asking:

• How do we automate safely?
• How do we measure impact?
• How do we stay compliant?

In the markets we operate — Central Europe, the DACH region and other international markets — governance and risk are as important as innovation. AI has raised expectations, but it has also raised the need for responsibility. The focus has shifted from long-term transformation narratives to clear, measurable operational improvements.

How do you stay differentiated in your market, what tools and competitive advantages do you leverage in 2026?

We differentiate through operational discipline and ecosystem positioning.

2025 was a strong year for Devhd:

• Revenue reached 9.56 million RON, +43% year-over-year.
• EBITDA increased by 200%, with a solid EBITDA margin of 38,8% which demonstrates smart scaling and efficiency of our business

We expanded our team hiring specialists in the Republic of Moldova in 2025, to a total of 22 now.

We achieved the Premier Partner status in the ServiceNow Consulting & Implementation module and obtained three Validated Practices, with a fourth under review. In an ecosystem of nearly 1,500 C&I partners globally, just over 100 hold Premier status — which confirms delivery maturity and operational consistency.

We also strengthened our Customer Service Management (CSM) practice, onboarding healthcare clients in a full-cycle engagement: licensing, implementation and managed services which drove the vertical to 15% of our turnover..

At the same time, we invested more in expansion of our App Development business helping clients building and publishing solutions on the ServiceNow Store — this was a strategic direction that already took this business line  close to 7–8% of our revenues.

Our growth is not accidental. It is built on:

• Continuous engagement and innovation for long-term clients in automotive and technology,
• Joint delivery models with strategic partners like exccon AG in Germany
• Structured referral ecosystem.

How do you balance rapid innovation with responsible and ethical AI use?

At Devhd, innovation is guided by platform maturity and enterprise governance.

We build on ServiceNow’s proven innovation framework — a platform shaped by over two decades of workflow expertise, enterprise-grade architecture, and secure AI capabilities, including its own LLM and governance controls designed specifically for enterprise environments.

Our role is to ensure that AI capabilities are implemented within structured workflows, clear accountability models and controlled governance frameworks.

Rapid innovation must be anchored in operational discipline.

Responsible AI is not about speed — it is about implementing the right capability, at the right time, within a secure and controlled enterprise environment.

What technology trend beyond AI should businesses be paying attention to now?

There are two dimensions here:

For our ServiceNow clients:

The most important trend is platform consolidation and workflow unification.

Many enterprises still operate with dozens — sometimes over a hundred — disconnected tools. This creates data silos, fragmented processes and governance gaps.

The real strategic shift is moving toward a single strong platform that orchestrates workflows end-to-end across IT, Customer Service, HR and industry operations.

AI will not fix fragmentation. Platform unification will.

For Devhd as a company:

• The key trend is ecosystem-based growth.
• Strategic partnerships — especially across Romania and DACH — allow us to deliver end-to-end services while remaining focused and specialized.
• Our collaboration with partners like exccon AG in Germany, our referral program and our collaborative delivery models are structural components of how we grow.
• The future belongs to coordinated ecosystems — not isolated companies.
• The differentiator in 2026 is not AI alone. It is enterprise orchestration.
• ServiceNow’s evolution toward the AI Control Tower reflects this reality — connecting workflows, data, governance and automation on a single architecture.

For companies that have not yet consolidated their enterprise workflows, the strategic question is not “Should we adopt AI?”

• It is “How do we orchestrate work intelligently across the enterprise?”
• For companies already on ServiceNow, the question becomes:
• “How do we scale responsibly with the right regional partner?”

That is where Devhd positions itself.

We are a Premier ServiceNow partner operating across Romania, Central Europe and DACH — focused on structured delivery, validated practices and long-term partnerships.

Our strength is focus.

We are fully dedicated to ServiceNow projects, with discipline and delivery consistency embedded in every engagement.

Our Premier Partner status and multiple practices validated by ServiceNow confirm that maturity.

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