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Service strategy & operating models
Shaping sustainable services, clear priorities and operating models that work for the organisation and its people.
Digital & IT service leader · 17 years of experience
People.
Technology.
Progress.
I bring people, technology and ideas together to make services simpler, experiences better and organisations stronger. I’m exploring what comes next — from senior leadership roles to interesting projects and collaborations.
01 / A little about me
Curious by nature.
Driven by impact.
17 years across higher education, aviation and the private sector — leading teams, shaping services and making change happen.
I care about the people behind the technology.
02 / What I bring
The things I
love working on.
A mix of operational leadership, service management, technology and a healthy appetite for challenging how things have always been done.
Continual service improvement
Finding friction, simplifying processes and using evidence to deliver measurable, lasting improvements.
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Customer & employee experience
Listening to customers and colleagues, understanding their journeys and designing better everyday experiences.
Automation & responsible AI
Exploring practical uses of automation, knowledge and AI, while keeping governance and people at the centre.
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ITSM & enterprise transformation
Leading service management change, platform adoption and complex programmes from idea through to delivery.
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People leadership & delivery
Developing managers and multidisciplinary teams, building trust and bringing people together around shared goals.
03 / Highlights from my career
Built on real
world delivery.
Selected outcomes from my leadership career, demonstrating the scale and variety of challenges I've worked on.
24/7
Support that doesn't clock off.
Led the introduction of a 24/7/365 IT support capability for a large, diverse university community — extending help beyond conventional working hours.
45+
Colleagues across specialist teams.
Led seven direct managers and a multidisciplinary department delivering technology services across campuses in the UK and Malaysia.
2k+
Laptop loans in the first term.
Helped deliver a self-service laptop-loan capability, widening access to essential technology for students.
15
Servers removed through modernisation.
Oversaw the AppsAnywhere transition to a hosted service, reducing on-premises infrastructure and operational overhead.
ESM
ServiceNow beyond IT.
Supported the introduction and expansion of enterprise service management, with workflows, knowledge and self-service across university functions.
UK + MY
One digital experience, across borders.
Aligned IT operations and support delivery across the University’s UK and Malaysia campuses, bringing teams together around shared standards, consistent service practices and a more joined-up digital experience.
XLAs
Measuring what people actually experience.
Introduced Experience Level Agreements and a virtual Experience Management Office, combining customer sentiment with operational insight to identify friction and drive meaningful improvements to digital services.
£175k
Better services. Less avoidable cost.
Delivered approximately £175,000 in savings through considered, data-led service design, self-service and automation — simplifying customer journeys and reducing avoidable demand.
ONE
Bringing teams together to deliver more.
United multidisciplinary teams around shared goals, from estate optimisation and professional services alignment to continual improvement practices and joint projects that improved customer experience.
A selection of achievements delivered with talented colleagues and teams throughout my career.
04 / How I think
Simple thinking.
Better results.
I believe meaningful improvement begins with understanding people and the real problem, rather than reaching for a new tool. This is the simple framework I return to when tackling complex challenges.
05 / The toolkit
Technology
with purpose.
Tools and platforms I've worked with in operational leadership, service management, workplace technology and improvement initiatives. Technology is the enabler — the outcome is the point.
Microsoft 365
ServiceNow
Make.com
Power Apps
Power BI
Jamf
Power Automate
Microsoft Intune
Copilot Studio
Tanium
BeyondTrust
AppsAnywhere
06 / My journey
A career built
around people and progress.
From technology projects and airport operations to leading complex university services, each role has shaped how I work and what matters to me.
2023–2026
Head of Service Delivery
University of Reading
Led seven managers and more than 45 colleagues delivering services to over 28,000 staff and students, with responsibility for strategy, service performance and customer experience.
2018–2023
Computing & Support Leadership
University of Reading
Progressed from User Support Manager to Academic & Research Computing Manager, improving support, device management and access to specialist technology.
2016–2018
Service Delivery Manager
SITA · Aviation technology
Managed service delivery for international airport customers in demanding, business-critical environments, building strong customer relationships and driving improvement.
07 / What’s next?
Let’s see what
comes
next.
I’m open to conversations about senior leadership opportunities, contract roles, interesting projects and collaborations. If my experience sounds relevant, I’d love to hear from you.