Experience
Experience & skills
20+ years building and running high-performing support and IT operations teams across fintech, payments, B2B and AI — using data to find what slows a service down, fixing the process and developing the people doing the work.
Career
Recent experience
-
Feb 2026 — Oct 2026
IT Operations Manager (Contract)
UK digital identity provider · Remote
Digital identity orchestration for UK financial services. Brought a fully remote company to operational readiness: IT operations, service management, support and compliance, with heavy regulatory involvement.
- Ran day-to-day service delivery, support and ticketing for services relied on by financial services customers.
- Designed the incident management process: priority matrix, communications plan and post-incident reports for customers and regulators.
- Passed the first-year ISO 27001 maintenance audit and achieved certification against the UK digital verification services trust framework.
- Built Jira Service Management desks for a multi-party fraud reporting mechanism, and rebuilt the risk, incident and supplier registers.
- Wrote the support, ticketing and operations policies, runbooks and Confluence documentation.
-
Apr 2024 — Dec 2025
Senior Support Manager
Intellisense.io · Cambridge, UK
Machine learning and AI solutions for the mining industry. Led IT operations, service delivery and all internal support, and acted as policy, risk, security and compliance manager.
- Reduced annual software costs by over 70% through vendor management, procurement optimisation and alternative solutions.
- Project-managed the ISO 27001 certification, coordinating cross-functional workstreams and compliance deliverables.
- Introduced AI into support, ticket and operational management to improve speed and consistency.
- Defined most operational and security policies, plus the Business Continuity and Disaster Recovery plans.
-
Sep 2022 — Dec 2023
Manager, External Business Support
Aquarium Software · Altrincham, UK
Insurance policy and claims management software for international markets. Led a team of seven support engineers and testers through significant organisational change.
- Halved the ticket backlog through streamlined processes and stronger incident management.
- Managed client relationships across five regions: New Zealand, Australia, Europe, UK and North America.
- Made release and deployment processes repeatable and documented.
- Recruited and mentored two new team members.
-
Apr 2019 — Feb 2022
Support and Integration Manager
Exonar · Reading, UK
Data discovery and intelligence platform start-up. Built the entire support function from the ground up and led the move to fully remote working.
- Raised Net Promoter Score from 27 to 89, with CSAT at 4.9 out of 5 throughout 2020–2022.
- Defined SLAs, wrote the team handbook and built internal and external knowledge bases.
- Planned and delivered a seamless migration from Zendesk to Jira Service Management.
- Facilitated 50 customer deployments using standardised deployment, maintenance and upgrade processes.
-
Oct 2014 — Mar 2019
3rd Line Support Manager
Prepay Solutions · Swindon, UK
Fintech: Europe's largest payments platform and an Open Banking platform, serving 250+ customers globally.
- Cut average resolution time from three years to three months and reduced the ticket backlog.
- Grew the team from 2 to 11 people across support, development and QA.
- Ran on-call rotas and capacity forecasting for a high-availability payments platform.
- Restructured company-wide change management and set up a dedicated development stream for fixes.
Toolkit
Skills & technologies
At my best in fast-moving, regulated environments where things need to get done quickly and done properly.
People leadership
Service delivery
Compliance & risk
Service management tools
Linux & cloud
AI & automation
Credentials
Certifications
ITIL 4 Foundation
2021
Atlassian Administrator (ACP-420)
Atlassian · 2024
Need a steady hand on your IT operations?
Whether it's support, service delivery or getting ready for an ISO 27001 audit, let's talk about what you need.