01 · IT Service Management
Governance built into the work, not bolted on for the audit.
Most ITSM failures aren't a framework problem, they're a habit problem — controls that exist to satisfy
an auditor rather than govern the actual operation. I rebuild that from the ground up: ITSM playbooks,
escalation paths, and change controls for teams that had none; multi-framework compliance taken on
simultaneously; incident response cut from days to same-day.
- 18 consecutive months without an operational failure, after inheriting a crisis team at the European Central Bank
- SOC 1, SOC 2, C5 & ISO 27001/9001 achieved simultaneously across 6 organisational layers — zero EY findings
- MTTR −30% · MTTA −40% · MTTF +20% through structured continuous improvement
02 · AI Framework Implementation
AI adoption that starts with the process, not the model.
Use cases get identified through structured process analysis, not technology-push — with data sovereignty,
cybersecurity, and regulatory compliance treated as design inputs from day one, not an afterthought. I've
framed AI initiatives for both airgapped, data-sovereign internal deployment and governed use of commercial
tools, inside a European Central Bank engagement among others.
- Designed and sponsored an AI Champions programme at the European Central Bank, from zero to embedded practice
- Built an internal AI-powered CVE triage tool, improving audit-trail consistency for a security team
- Co-founder of an AI fluency training venture teaching organisations structured AI adoption
03 · IT Transformation Management
Turning an evolving function into a stable, enterprise-scale operation.
The transformations that matter aren't the ones with the best slide deck, they're the ones the organisation
can still run a year later. I've led product-to-service transformations, acquisition integrations, and MSP
transitions across telecom, banking, and manufacturing — building the maturity assessments and operating
models that make change stick, for the multi-country teams who have to live with it afterward.
- Led the only seamless MSP offboarding transition at the European Central Bank while other service areas encountered disruption
- Migrated 1,600 users across 15 EMEA offices with zero major incidents — adopted as regional best practice
- Rescued a single-developer-dependent, ungoverned platform and freed 70% of the at-risk engineer's capacity