About
People-first support leadership
I've spent more than 20 years building and running support and IT operations teams. The best support comes from good systems run by people who enjoy their work.
Iain Alexander
I build support functions that last
I've built support functions from scratch, turned struggling ones around and taken a company from early-stage to operationally ready. Along the way: payments platforms, fintech, insurance software, data discovery and AI.
I use data to find what is slowing a service down, fix the process, and develop the people doing the work. I'm at my best in fast-moving, regulated environments where things need to get done quickly and done properly.
How I work
Three things I always bring
People first
Close-knit teams built on clear expectations, regular ticket reviews, honest feedback and room to grow. Happy teams give better support, and they stay.
Led by data
Performance data and customer feedback show where the bottlenecks are. It's how I took NPS from 27 to 89 and cut a resolution time from three years to three months.
Built to hand over
Processes, policies, runbooks and Confluence documentation that your team owns, so everything keeps working after I've gone.
Want the detail?
My full career history, skills and certifications are on the experience page.
Let's talk about your support
A free, no-obligation call about where your support operation is today and where it needs to be.