Support & IT Operations Leadership
Support that works, and teams that love it.
I set up the systems, processes and policies behind excellent support, and build strong, happy teams to run them. 20+ years doing it in fintech, payments, B2B and AI, where things need to get done quickly and done properly.
Tools and frameworks I work with every day
What I do
Everything a great support operation runs on
Whether you're building support from nothing or fixing one that's struggling, I bring the three things that make it work.
Support systems
Jira Service Management and Zendesk set up properly: portals, queues, SLAs, automation and reporting, with AI-assisted triage where it helps.
Processes & policies
Incident, escalation and change processes; operational and security policies; runbooks and Confluence documentation your team will actually use.
Strong, happy teams
Clear expectations, regular ticket reviews, honest feedback and practical coaching. My teams have low turnover, high morale and results to match.
Recent work
From start-up to operationally ready
In 2026 I took a fully remote UK digital identity provider, serving financial services, from early-stage to operationally ready: able to support regulated customers, handle incidents properly and pass its audits.
Everything was built to be handed over: documented, owned and repeatable.
What I put in place
- Support and service management policies and procedures
- Jira Service Management desks, including a multi-party fraud reporting service
- An incident process with priority matrix, communications plan and post-incident reports for customers and regulators
- Runbooks and Confluence documentation for day-to-day operations
- Rebuilt risk, incident and supplier registers and supplier due diligence
- Passed the ISO 27001 maintenance audit and achieved DVS trust framework certification
Compliance
Compliance that helps your support, not hinders it
Good support and good compliance need the same things: clear processes, evidence and ownership. I build them once, so they serve both.
ISO 27001
Led a certification project end to end, and passed a first-year maintenance audit. Policies, controls, risk and supplier management that stand up to an auditor.
DVS trust framework
Took a digital identity provider through certification against the UK digital verification services trust framework.
GDPR, PCI-DSS, SOC 2, ITIL
Years in regulated fintech and payments: regulated incidents, complaints handling and policies written for the real world.
Let's talk about your support
A free, no-obligation call about where your support operation is today and where it needs to be.