12+ years making operations smarter — from global support teams to BI infrastructure and AI implementation.
“Shared services is a strategy, not a cost centre. I’ve spent 12 years proving it.”
Insights drawn from twelve years of operational leadership — not theory, but the specific problems, frameworks, and hard-won lessons from building and running the teams that make businesses work.
From ETL design to Tableau delivery — how to build BI that gets used, trusted, and actually drives decisions.
Writing requirements that engineering actually builds — structured, stakeholder-approved, delivery-tracked.
Building training programs that survive first contact with reality — onboarding, upskilling, audit and refresh.
What actually works when you bring AI into operational workflows — ticket triage, scoring, GenAI tooling.
The unsexy work that makes everything else possible — data dictionaries, MDM, and reporting standards.
Global ops, M&A integration, platform migrations, and roadmap planning across seven stakeholder groups.
I’m a Director of Shared Services — but that title undersells the career that shaped it.
For 12+ years I’ve led operational teams at global scale: managing 160–190 technical support staff across three continents at Tyco/JCI, directing a support transformation through M&A at AudienceView, implementing one of the earlier enterprise AI deployments for ticket intelligence at Q4 Inc, and now building the BI and data infrastructure that powers internal decision-making for a multi-line SaaS business.
I’ve run follow-the-sun support models, implemented Six Sigma in contact centres, built Voice of Customer programs from scratch, and authored BRDs across 140+ projects. This site is where I share the frameworks, the failures, and the lessons.
Full background →From a 190-person global support operation to a $200K AI deployment — the work that shaped how I think about data, operations, and leadership.
Replaced 6 manual FTE workloads with an AI triage model at 89% accuracy — $200K saved in year one.
P2 response from 20+ days to 2-day target. Led ops workstream of a 254-person M&A integration in 30 days.
Took four fragmented regional centres from reactive chaos to a structured ITIL framework — FCR improved, MTTR improved, escalation chaos eliminated.
Designed and implemented 24/7 coverage across four regional centres on three continents — without adding headcount.
Most BI dashboards are built to survive a QBR, not to change a Monday morning decision. After building and rebuilding executive dashboards for multiple internal teams, here’s the framework I use to make sure the numbers actually drive decisions rather than decorate slide decks.
Whether you’re a fellow ops leader comparing notes, a potential employer, or someone building a data-driven backoffice — I’m always up for a conversation worth having.