Greater Liverpool Area
I build customer operations that perform under pressure and improve over time. With 20+ years leading large-scale service desk, incident management, and first-line operations — across technology, shared services, and NHS environments — I've developed a clear philosophy: great customer operations aren't reactive by nature, they're made that way. The goal is always to get ahead of failure, not just respond to it. My career has been defined by measurable outcomes. Transforming customer satisfaction from 85% to 99%. Delivering the first-ever 4-star SDI certification in NHS service operations. Identifying structured improvement opportunities across a global ITSM platform. Achieving a 30% cost reduction through operational redesign — without sacrificing service quality. I lead multi-disciplinary customer operations at scale — service desk, incident management, NOC/SOC-adjacent functions, and customer success — building the governance, tooling, and culture that make consistent outcomes possible. I'm equally comfortable presenting to a board, de-escalating a major incident, or coaching a team lead through a difficult conversation. I take a data-led approach to improvement. Not dashboards for their own sake, but using real insight to drive automation, standardisation, and smarter resource decisions. I've implemented ITSM platforms, redesigned SLA/OLA frameworks, and built performance measurement models that give senior stakeholders genuine visibility — not vanity metrics. I also believe the best governance frameworks help teams succeed rather than slow them down. Structure should create clarity, not bureaucracy. As a Board Director at itSMF UK and a recognised voice in the ITSM community, I bring both practitioner depth and strategic perspective. I understand what good looks like — and I know how to build the path to get there. ITIL Expert | CISM | ITIL 4 | SDI | PRINCE2 | Lean Six Sigma Customer Operations Leadership · Incident Management · SLA/OLA Performance · Service Desk Strategy · Operational Governance · Continuous Improvement · Data-Driven Decision Making · Executive Stakeholder Engagement · Team Leadership · ITSM Platform Implementation