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Frameworks, failures, and hard-won lessons from 12+ years of operational leadership. Not theory — the actual work.

Training & Enablement Why One-Time TrainingDoesn’t Work — And What to Do Instead

Most corporate training programmes follow the same arc. A gap is identified. Someone is tasked with building the training. The training gets built, delivered, and...

Sep 3, 2026  ·  7 min read

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BI, AI, process improvement, data governance, and shared services leadership — from 12+ years of operational experience.

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Global Ops Shared Services Is a Strategy, Not a Cost Centre The framing that kills shared services teams isn’t a reorganisation or a budget cut. It’s a label. “Cost centre” is…
Aug 21, 2026 Read →
Global Ops When the Bridge Call Is for You Being the executive escalation point for critical incidents is one line in a job description and one of the most…
Aug 7, 2026 Read →
Process Improvement How to Run a QuarterlyProject Intake Across 7 Stakeholder Groups The problem with running a shared services team that serves multiple business lines isn’t a shortage of project ideas. It’s…
Jul 24, 2026 Read →
M&A Integration M&A Integration Best Practices:Lessons Learned from Real Projects I’ve run M&A integration from the inside — leading both the Customer Support and Corporate IT workstreams of a 254-person…
Jul 10, 2026 Read →
Process Improvement Acceptance Criteria:The Section Most BRDs Get Wrong Of all the sections in a BRD, acceptance criteria is the one that causes the most rework. Not because it’s…
Jun 26, 2026 Read →
Global Ops How Global Companies Can Optimize Their Follow the Sun Model Getting Follow the Sun live is the easy part. Here's what breaks after go-live — telephony at load, staffing buffers,…
Jun 19, 2026 Read →
Global Ops Once It’s Running:Optimizing Your Follow the Sun Model Implementing Follow the Sun is the easy part. Here's what the data tells you once it's running — handoff quality…
Jun 8, 2026 Read →
Data Governance Why Your Exec Dashboard Is Lying To You I’ve seen dashboards confidently displayed in leadership meetings that were wrong. Not slightly off — wrong at the foundation. The…
Jun 5, 2026 Read →
AI & Automation What I Learned Implementing AI Ticket Triage Before It Was Cool In February 2022 we deployed an AI triage model that replaced the manual classification work of 6 FTEs, saving $200K…
May 8, 2026 Read →