United Kingdom
Senior operations leader with 20+ years’ experience in the water and utilities sector, specialising in turning complex, regulated environments into well-run, high-performing organisations. As Head of Operations, I focus on translating strategy into disciplined execution, strengthening governance, and building teams that deliver sustained performance under pressure. I am particularly effective at bringing structure to ambiguity, aligning stakeholders around clear priorities, and ensuring change results in measurable outcomes. I bring a board-level mindset to operations, with strong judgement around risk, stewardship and long-term value creation. Alongside my executive role, I am open to selective Non-Executive Director and advisory opportunities.
Scope Accountable for operations, finance, governance and delivery across the organisation. Working closely with the Managing Director to ensure Spring runs efficiently, meets its commitments and continues to grow as the central innovation platform for the UK water sector. Impact Partnered with the Managing Director to grow the business from £200k to £2m in three years through strong planning, sound governance and effective delivery. Built the operational structure, processes and systems needed to support that growth, creating a stable foundation for future expansion. Introduced clear governance and financial oversight, improving transparency, control and confidence with the Board. Strengthened supplier and stakeholder relationships, improving reliability and overall service quality. Supported strategic decision-making by aligning operations, finance and delivery performance with organisational goals. Focus areas Operational excellence • Strategic governance • Business growth • Financial management • Risk and compliance • Stakeholder engagement • Organisational design • Leadership development
Scope Joined at an early stage to help the Managing Director set up and shape Spring as a new organisation for innovation in the UK water sector. Responsible for creating the operational foundations, programme frameworks and partnerships needed to launch and grow the business. Impact Worked alongside the Managing Director to design and establish Spring’s core operations, governance and delivery systems. Built early processes for planning, budgeting and programme delivery that became the basis for company-wide operations. Helped define the service offer, partnerships and communications approach that positioned Spring as the sector’s innovation hub. Supported recruitment, onboarding and team structure as the organisation expanded, ensuring consistency and clarity of roles. Contributed to the business growth journey from £200k to £2m turnover, creating a stable platform for scale. Focus areas Business start-up and scale-up • Governance and compliance • Programme design • Strategic partnerships • Operational delivery • Stakeholder engagement • Organisational development
Scope Progressed through a series of operational and leadership roles, culminating in Programme Manager within the wastewater networks team. Accountable for delivering high-value projects to maintain and improve network performance, compliance, and resilience. Impact Led a £400k project to clean and service a high-risk sewer network, cutting reactive workload by 70 percent and eliminating pollution incidents. Managed complex infrastructure works in sensitive environments, ensuring full environmental compliance and zero dry-weather spills. Delivered all projects on time and within budget through strong planning, risk control and supplier collaboration. Developed and implemented operational strategies that improved network performance and long-term asset reliability. Provided leadership and direction across cross-functional teams to ensure objectives aligned with company and regulatory priorities. Focus areas Operational delivery • Infrastructure resilience • Environmental compliance • Risk management • Supplier collaboration • Performance improvement • Leadership and governance
Scope Responsible for leading operational efficiency programmes across wastewater networks. Focused on optimising processes, improving field performance, and embedding a culture of continuous improvement across operational teams. Impact Delivered targeted improvement projects that reduced operational costs while maintaining high service quality. Analysed workflows and resource use to identify and remove process inefficiencies, improving productivity across field teams. Introduced new performance metrics and reporting systems to track progress and drive accountability. Collaborated with senior leaders and field managers to ensure changes aligned with company objectives and regulatory standards. Supported a culture shift toward proactive problem-solving and data-driven decision-making across operations. Focus areas Operational efficiency • Process optimisation • Performance improvement • Continuous improvement • Resource management • Stakeholder collaboration • Data-driven decision-making
Scope Provided operational and tactical support to the Head of Wastewater Networks, ensuring smooth day-to-day management and strong performance across wastewater operations. Impact Improved customer satisfaction through targeted service initiatives and effective use of feedback data. Strengthened communication between field teams and customers, reducing complaints and improving response times. Worked closely with around 300 operational staff, providing clear processes, resources and guidance to support delivery. Led cross-functional collaboration to resolve operational challenges and maintain high service standards. Focus areas Operational delivery • Service performance • Customer experience • Stakeholder collaboration • Process improvement • Communication and engagement
Led cabin crew teams on both short-haul and long-haul flights, ensuring exceptional customer service and passenger safety throughout the flight. Conducted pre-flight briefings, providing guidance on safety procedures, crew roles, and any specific requirements for the journey. Acted as the primary point of contact for passengers, handling special requests, resolving complaints, and ensuring a smooth and comfortable flight experience. Ensured compliance with safety regulations and emergency procedures, conducting regular checks and addressing any potential safety concerns during the flight. Managed in-flight service delivery, overseeing food and beverage service, duty-free sales, and managing stock levels to ensure availability for passengers. Trained and mentored junior cabin crew members, providing ongoing support and feedback to improve their performance and confidence. Coordinated with the flight deck and ground staff to ensure seamless communication and efficient flight operations.
Provided exceptional customer service to passengers, ensuring a positive and comfortable in-flight experience. Assisted in the preparation and management of the cabin before, during, and after flights, including safety checks, seating arrangements, and stock management. Delivered in-flight safety demonstrations and ensured passengers were familiar with emergency procedures. Addressed passenger inquiries and concerns, handling requests efficiently and resolving issues calmly to ensure customer satisfaction. Supported senior cabin crew and flight deck members in managing flight operations and responding to emergencies or unexpected situations. Assisted with in-flight food and beverage services, ensuring smooth delivery and handling of passenger preferences. Complied with all aviation regulations and safety standards, conducting regular inspections of safety equipment and cabin conditions.
Provided exceptional customer service to passengers, ensuring a positive and comfortable in-flight experience. Assisted in the preparation and management of the cabin before, during, and after flights, including safety checks, seating arrangements, and stock management. Delivered in-flight safety demonstrations and ensured passengers were familiar with emergency procedures. Addressed passenger inquiries and concerns, handling requests efficiently and resolving issues calmly to ensure customer satisfaction. Supported senior cabin crew and flight deck members in managing flight operations and responding to emergencies or unexpected situations. Assisted with in-flight food and beverage services, ensuring smooth delivery and handling of passenger preferences. Complied with all aviation regulations and safety standards, conducting regular inspections of safety equipment and cabin conditions.