Skip to main content

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 and extends into adjacent commercial and operational domains:

  • 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
  • Solvyr® Studio — transforms monolithic documents into a searchable knowledge centre with semantic search, hybrid retrieval and natural language access
  • Survey Sentiment — real-time feedback analysis
  • Live Call Intel Streaming — instant sentiment feedback with open questions and actions
  • Comms Boost — AI-enhanced customer communications
  • Solvyr® Shield — HR case management grounded in current UK employment law, with a Teams chatbot enabling employees to query the handbook conversationally
  • Hype — employee recognition tool
  • Solvyr® Vault — governance and compliance documentation engine, supporting ISO 27001:2022 certification
  • Quality Audit — deep reasoning engine for Gas Safe regulated businesses
  • ROI Calculator & Digital Deal Deck — quantifying value and packaging the commercial story
  • PPC Capacity Bridge — connects Google Ads bidding to live field service capacity for tuned performance
  • Bank Reconciliation Engine — automated transaction matching for finance ops
  • Retention Intelligence — customer churn prediction and intervention model

I took the Solvyr® story to Volaris Quadrants in Copenhagen in April 2026, leading an expert session on AI and Automation That Pays Back — Automate the Ordinary, Empower the Extraordinary, and co-presenting two sessions with Microsoft on the data moat and how Azure AI Search operationalises it. Solvyr® ranked first of 47 Group businesses in the AI Maturity Assessment.

This hasn't been about bolting AI onto an existing product. It's been about proving I could build something genuinely competitive on my own, with the right tools. And then proving customers would pay for it.

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.