Published bi-weekly

Writing on Ops,
Data & AI

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

Training & Enablement Why We Rebuilt Our Support Training Into 7 Tiers Before Touching AI

Before an AI model could intelligently distribute tickets, we needed to know what intelligent distribution actually meant. That required rebuilding our entire training framework and structuring the team into seven…

May 8, 2026  ·  7 min read

Read article →

About This Blog

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

Get in touch
Global Ops How to Design a Follow the Sun Model That Actually Works I implemented a Follow the Sun model at Tyco/JCI across four regional centres — achieving genuine 24/7 coverage without adding…
Apr 14, 2026 Read →
M&A Integration Running the Ops Workstream in an M&A Integration In May 2019, the deal closed on a Thursday. By the following Wednesday I was running two integration workstreams for…
Mar 31, 2026 Read →
Data Governance Building a Data Dictionary That Actually Gets Used Most data dictionaries are documentation projects that die on delivery. The failure isn't the format — it's the assumption that…
Mar 17, 2026 Read →
Process Improvement The BRD-to-Delivery Pipeline Most BA teams are busy. The question worth asking is whether the work they're producing is actually getting built. Here's…
Mar 3, 2026 Read →
Data Governance Tableau Hygiene: Audit Your Reporting Environment Before You Build Anything New Most Tableau environments accumulate reports the way email inboxes accumulate newsletters. They arrive with good intentions, get used briefly, and…
Feb 3, 2026 Read →