Career Timeline

Early Foundations (2000)

I started my career at a major insurance company, leading a technical support team during the early days of networked computing. This was my introduction to IT operations at scale - managing infrastructure, building processes, and learning that technology only works when it serves the people using it.

I moved into consultancy work, which broadened my perspective beyond a single organisation. Working across multiple clients taught me to translate technical capability into business value - a skill that would shape everything that followed.

Building Service Operations (2003-2010)

For the next decade, I led IT operations for a rapidly growing national home services company. This was where I truly learned to build and scale service delivery - managing infrastructure, telephony, support teams, and the entire technology backbone for a business expanding across multiple sites.

During this period I learned how to turn reactive support into proactive service management, how to build KPI frameworks that actually drove improvement, and how to lead technical teams through change.

Co-Founding and Scaling (2010-2023)

In 2010, I co-founded a nationwide home services business with a simple thesis: technology could transform how traditional trade services operated. Over 13 years, I built the entire technology platform that scaled the business from zero to £15M turnover.

What I built:

  • Bespoke CRM and job management systems
  • Full Azure cloud infrastructure
  • Integrated telephony with mobile workforce coordination
  • SQL-driven analytics and executive dashboards
  • Payment processing and back-office automation
  • A £2.5M annual PPC campaign managed entirely through our systems

The highlight: I conceived and launched a home cover subscription product, building the technology platform that scaled it to 12,000 members generating £200k in monthly recurring revenue within three years.

This period taught me that reliability beats features, that data quality enables automation, and that the best technology is invisible to its users. I wasn't just maintaining systems - I was building competitive advantage through operational excellence.

Applied AI and Platform Modernisation (2024-Present)

I joined an established ITSM SaaS company as Technical Operations Manager, inheriting a legacy IBM Cloud platform serving over 100 enterprise customers, with a clear mandate to modernise it.

What I delivered:

  • Completed a full platform migration from IBM Cloud to Microsoft Azure — on time, within budget, with zero customer impact
  • Containerised core services and built CI/CD pipelines, transforming a static infrastructure into a maintainable, scalable platform
  • Upgraded SQL Server across multiple older versions, introduced KPI frameworks across the service desk, and achieved 100% success in live disaster recovery testing
  • Generated six-figure annual savings in SaaS costs through infrastructure rationalisation

Then I built something bigger.

Alongside the infrastructure work, I designed and built Solvyr — a production AI engine for ITSM and HRCM. The platform spans the full service lifecycle:

  • Auto Triage — 99.8% categorisation accuracy at scale
  • Smart Resolution — intelligent assistance surfaced at the point of need
  • Knowledge Creator — automated synthesis from resolution data
  • Survey Sentiment — real-time feedback analysis
  • Comms Boost — AI-enhanced customer communications
  • Solvyr Vault — governance and compliance documentation engine, supporting ISO 27001:2022 certification

I am leading an expert session at the Volaris Quadrants conference in Copenhagen in April 2026, themed around AI and Automation That Pays Back — Automate the Ordinary, Empower the Extraordinary.

This hasn't been about adding AI features to an existing product. It's been about proving that a small team with the right tools can build something genuinely competitive — and then taking it to market.

Where This Leads

Twenty-five years in, and the work is more interesting than it's ever been.

Solvyr is in production, generating real returns, and attracting attention beyond the organisation it was built for. I'm presenting at major industry conferences and doing the kind of work that simply wasn't possible a few years ago.

I'm not a technologist who discovered AI. I'm someone who has spent decades understanding how service operations actually work, and who now has the tools to fix the parts that were always broken.

If you've read this far, you already know whether we have something to talk about.