Services
Build support that runs itself
From a first ticketing system to a fully documented, audit-ready operation, and the team to run it. Pick one area or let me take on the lot.
Support systems
- Jira Service Management and Zendesk set-up, or migration between them
- Customer portals, queues, SLAs and escalation paths
- Automation, reporting and AI-assisted ticket triage
Processes
- Incident management: priority matrix, communications plan, post-incident reviews
- Change, release and escalation processes
- On-call rotas and capacity forecasting
Policies & compliance
- Operational, support and security policies
- Risk, incident and supplier registers; supplier due diligence
- Business continuity and disaster recovery plans
Documentation & knowledge
- Runbooks for day-to-day operations and incidents
- Confluence spaces your team keeps up to date
- Internal and customer-facing knowledge bases
Support teams
- Recruiting and onboarding, including fully remote teams
- Ticket reviews, coaching and clear expectations
- Team handbooks, quality standards and career growth
Linux & cloud operations
- Hands-on with Linux, Docker and Kubernetes
- Services on AWS and Google Cloud
- Monitoring, on-call and hand-offs between support and engineering
Package
Operational readiness
For start-ups and scale-ups about to take on regulated or enterprise customers. I've done exactly this recently for a UK digital identity provider serving financial services.
You end up with support and operations that customers, auditors and regulators can rely on, and a team that knows how to run them.
What's included
- Support and service management policies and procedures
- Jira Service Management desks, workflows and SLAs
- Incident management, with customer and regulator reporting
- Runbooks and Confluence documentation
- Risk, incident and supplier registers
- Readiness for ISO 27001 and DVS trust framework audits
How it works
A simple, transparent process
Listen
A free call to understand your customers, your team and what's not working.
Assess
I look at your tickets, data and processes, then propose a clear plan, scope and price.
Build
Systems, processes and policies put in place with your team, not just for them.
Hand over
Everything documented and owned, so it keeps running long after I've gone.
Not sure where to start?
Tell me what's going on with your support. I'll tell you honestly what I'd fix first.