13 years scaling service functions across enterprise, SME, and start-up environments. Service delivery, customer success, logistics, and team development.
I run the parts of a business that customers feel first: service desks, logistics, warehousing, onboarding. My career has been a pattern of walking into broken or non-existent functions and leaving behind departments with clear processes, trained teams, and measurable outcomes.
At CSL Integration, my scope covers engineering, warehouse operations, and end-to-end customer success for 30 clients, despite a title that undersells it. Before that, I rebuilt Carillion's service delivery function from scratch, cutting average case resolution from 55 days to 10. At Gist, I built a customs team overnight to handle post-Brexit regulatory chaos.
I've managed distributed teams across my last three roles: fully remote staff, hybrid teams split across multiple sites, and sub-contractors operating across European time zones. Remote work is how I've done my best operational work.
The people I manage tend to move forward. Of the 8 direct reports I developed at Carillion, 6 were headhunted or promoted internally. I build coaching into every 1:1, escalation, and incident debrief.
The numbers behind the work.
A career built on stepping into complex situations and building order from chaos.
Earlier: Customer Service Agent at proAV · Conference Operator & Acting Team Leader at Yorktel · Service Delivery Engineer at Yorktel (2013–2019)
Available for Head of Operations and Service Operations leadership roles. Fully remote preferred.