At TBAD, I launched a help desk with ticket routing, SLA rules and a knowledge base, reducing repeat requests by 60%. I also took the GDPR programme to zero audit findings and built KPI dashboards to flag problems early.
At Pod Point Ltd, I moved IT from an outsourced MSP to an in-house service, cutting cost by 35%. I introduced an ITIL-aligned framework on ServiceNow and led IT readiness for the AIM stock market listing.
Earlier, I led service desk and operations teams at Pearson Education and Xperien, and ran GDPR and compliance programmes at Westwing Home & Living AG and SPARK Schools. I began in the Royal Military Police and came up through 2nd and 3rd line support, so I’m comfortable getting hands-on with IT operations as well as service delivery.
