Career Timeline

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.

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.

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.

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.

I joined an established ITSM SaaS company, leading cloud engineering, infrastructure, and service desk teams supporting over 100 customers on a legacy IBM Cloud platform.

I've developed and integrated AI capabilities across the entire service lifecycle - from automated triage and intelligent resolution assistance to knowledge synthesis and self-service support. This hasn't been about adding AI features; it's been about fundamentally rethinking how the platform serves customers, moving from manual processes to intelligent automation whilst maintaining the reliability and governance that enterprise ITSM demands.

The transformation has been measurable: Six figure savings in annual SaaS costs, improved service desk performance through KPI frameworks, SQL Server 2022 upgrades, and achieved 100% success in live disaster recovery testing. More significantly, I've taken a legacy ITSM platform and positioned it at the cutting edge of AI-powered service management.