Director, Shared Services

Turning
Operational
Data Into
Decisions.

12+ years making operations smarter — from global support teams to BI infrastructure and AI implementation.

See the work About me
TableauSnowflakeSalesforce AI & AutomationSix SigmaGlobal Ops BRD MethodologyData Governance

"Shared services is a strategy, not a cost centre. I've spent 12 years proving it."

$12MBudget managed
12+Years in ops
$200KAI savings, one deployment

Global ops · BI & analytics · AI implementation · M&A integration · Six Sigma · Data governance

What I write about

Six Focus Areas

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.

I.
Business Intelligence & Dashboards

From ETL design to Tableau delivery — how to build BI that gets used, trusted, and actually drives decisions.

Explore this pillar →
II.
Process Improvement & BRDs

Writing requirements that engineering actually builds — structured, stakeholder-approved, delivery-tracked.

Explore this pillar →
III.
Training & Enablement

Building training programs that survive first contact with reality — onboarding, upskilling, audit and refresh.

Explore this pillar →
IV.
AI & Automation

What actually works when you bring AI into operational workflows — ticket triage, scoring, GenAI tooling.

Explore this pillar →
V.
Data Governance

The unsexy work that makes everything else possible — data dictionaries, MDM, and reporting standards.

Explore this pillar →
VI.
Shared Services Leadership

Global ops, M&A integration, platform migrations, and roadmap planning across seven stakeholder groups.

Explore this pillar →
About

The Person
Behind the Data

Hutch — Director, Shared Services

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.

TableauSnowflakeSalesforce ConnectWiseSix SigmaITIL BRD MethodologyAI & Automation Data GovernanceGlobal Ops M&A IntegrationTraining Design
Career highlights

Selected Work

AI & Automation · Q4 Inc
AI-Powered Ticket Triage with Forethought

Replaced 6 manual FTE workloads with an AI triage model at 89% accuracy — $200K saved in year one.

$200KSaved
89%Accuracy
6 FTEReplaced
Read case study
M&A Integration · AudienceView
Support Transformation & Vendini Merger

P2 response from 20+ days to 2-day target. Led ops workstream of a 254-person M&A integration.

20→2Days P2
$8.1MSynergies
Read case study
Global Ops · Tyco / JCI
Follow the Sun Support Model

Designed 24/7 GMT-mapped global coverage across four regional centres — no additional headcount.

24/7Coverage
4Regions
Read case study
Process Improvement · Tyco / JCI
Six Sigma & Voice of Customer

Applied DMAIC to a global contact centre — reduced ticket defect rates 28% and built a VOC program that drove three product roadmap changes.

28%Defect reduction
3Product changes
Read case study
7 case studies published across all focus areas View all case studies
Latest thinking

From the Blog

AI & Automation May 8, 2026

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 annually at 89% accuracy. Here's what the vendor deck doesn't tell you.

Read article
Training & Enablement May 8

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.

Read
Global Ops Apr 14

How to Design a Follow the Sun Model That Actually Works

The coverage spreadsheet is the easy part. Reprogramming the phone system, rebuilding the reporting engine — that's where teams fail.

Read
M&A Mar 31

Running the Ops Workstream in an M&A Integration

Org design, people mapping, communications for a 254-person merger — in 30 days.

Read
6 posts published · bi-weekly · Six content pillars · datadrivenops.co View all articles
Let's connect

Get In Touch

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.

in
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CX
CXMaster.bizSister site — customer experience strategy
✉
Emailhutch@datadrivenops.co

Publishing Schedule

FrequencyBi-weekly
Posts published6 and counting
Focus pillarsSix areas
Career span12+ years, 3 countries
Sister sitecxmaster.biz
"LLMs don't replace BI fundamentals — they make them non-negotiable."
DataDrivenOps · 2026