Director of Shared Services with 19 years in operational leadership — BI infrastructure, AI deployments, global support operations, M&A integration, and data governance. Built for the practitioner who believes the right data changes everything.
I’m a Director of Shared Services leading teams responsible for training, business analytics, BI and dashboard creation, and operational tooling — serving Sales, Operations, Marketing, Finance, and beyond. My teams are the infrastructure that other teams depend on. When it works, nobody notices. When it doesn’t, everyone does.
Before that: Director of Global Technical Support at Tyco / JCI (2012–2018), where I ran a 160–190 person technical support operation across North America, EMEA, and APAC on a ~$12M budget — implementing ITIL across four regional centres, building a Follow the Sun coverage model, deploying Erlang C workforce modelling, and designing a skills-based compensation framework tied to formal certification.
Director of Customer Support at AudienceView (2018–2021), where I led the customer support and IT training workstreams of a 254-person post-merger integration, built AudienceView University as a structured L1–L3 certification programme, and implemented an OLA framework that cut P2 response time from 20+ days to a 2-day target.
Director of CX & Operations at Q4 Inc (2021–2023), where I led one of the earlier enterprise AI triage deployments in a CX operation — 89% accuracy, $200K saved annually, 6 FTE workloads replaced across 54,821 predictions.
DataDrivenOps is the practitioner-facing record of that work. No theory, no generic frameworks. Twelve case studies from real projects. A blog published every two weeks covering BI, process improvement, AI in ops, data governance, training, and shared services leadership.
Whether you’re a fellow ops leader comparing notes, a recruiter, or someone who wants to talk data strategy — I’m always up for a good conversation.