About Me
A services and customer success leader. I’m now looking to join a team tackling complex, exciting challenges – where I can make a real impact and stay closely engaged with customers to shape strategies that drive success.
I help service and product organisations grow by aligning strategy, culture, and technology. With over two decades in professional services, customer leadership, and intelligent automation, I’ve built high-performing teams, led operational turnarounds, and delivered transformations that endure.
🔧 𝐁𝐮𝐢𝐥𝐝𝐞𝐫 & 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐫 𝐨𝐟 𝐎𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐬: With 26 years in software services, I have created both Customer Success and Managed Service teams from the ground up—developing playbooks, strategy, and structure. I’ve led multiple successful service delivery team turnarounds in challenging environments, consistently resolving operational issues, scaling efficiently, and nurturing cultures of continuous improvement.
🤖 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 & 𝐀𝐈 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩: With over two decades in AI and Intelligent Automation, I’ve helped scores of organizations scale emerging technologies for real-world impact. At Blue Prism, I was instrumental in developing the Robotic Operating Model and building the global Customer Success organization—efforts that supported its $1.6 billion acquisition. I bring strategic clarity to automation adoption, aligning technology with customer outcomes, staff enablement, and operational scalability.
🤝 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭: Across 23 years of customer-facing roles, I’ve built long-term partnerships that deliver impact. At Blue Prism, I led the creation of the global Customer Success organization targeting upsell, retention, and satisfaction—earning the praise of a former CCO who described me as “integral to the success” of the company. I thrive on connecting strategy to trust and solving the complex needs that define enterprise relationships.
🌱𝐏𝐞𝐨𝐩𝐥𝐞-𝐅𝐢𝐫𝐬𝐭 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩: My management philosophy is simple but powerful: listen, support, and clear the path. I’ve consistently scored highly in Great Places to Work surveys and once raised a service organisation’s staff-satisfaction score from 30 to 90 in just over a year. Whether mentoring individuals or leading teams, I focus on empowerment, collaboration, and removing blockers—because sustainable success is always a team effort.
Education
Imperial Business School 2025
AI For Business Innovation
Equips you with the knowledge and skills needed to effectively integrate AI and generative AI into your business strategies. Draws on expertise from Imperial Business School faculty, industry experts and case studies. It features hands-on modules for practical learning and opportunities for interactive engagement, and strategic thinking.
The Open University 2018
MSc in Computing for Commerce and Industry
Postgraduate degree designed to equip individuals with the advanced knowledge and skills needed to thrive in technology-driven business environments. The program blends technical computing expertise with business acumen.
Chartered Management Institute 2022
CMI Level 5 Certificate in Management and Leadership
Developing teams and individuals Creating operational plans Planning and managing projects and change Overseeing finances and resources
The Open University 2013
PGDip - Information Security Management (Passed with Merit)
Information security risk management (ISRM) is a systematic process for identifying, assessing, and mitigating risks to the confidentiality, integrity, and availability of information assets within an organization. The course closely follows ISO 27001, focusing on Risk Identification, Risk Assessment, Risk Mitigation, Risk Monitoring.
The Open University 2012
PGDip - Project Management (Passed with Merit)
The module takes a broad approach to technological projects and will be relevant to project managers and those wishing to increase their knowledge about project management. The tools and techniques presented will help project managers and team members improve the effectiveness of their teams. This module is accredited by the Association for Project Management (APM). It refers to the APM Body of Knowledge, British and International Standards, PRINCE2 and many other established sources.
Work & Experience
FD Intelligence Limited 05/29/2023 - 05/28/2025
Chief Operating Officer
FD Intelligence is an AI and Automation services company. I spearheaded the transformation of FD Intelligence, enhancing service delivery in the Accountancy and Hospitality sectors. • Designed and implemented a robust company structure, aligning staff objectives with strategic goals to ensure timely project delivery. • Improved staff satisfaction from a low point when I joined to become one of the Sunday Times Best Places To Work in 2024. • Turned around an unprofitable service organisation through multiple improvement initiatives including: accurate estimate tooling; contract protections; robust change controls; quality improvements through best practices and peer reviews; improved customer collaboration and expectation setting. • Established a Managed Service team, optimizing customer support and freeing up development resources, leading to improved operational efficiency and happier customers. • Achieved the largest consultancy deal in company history in 2025, showcasing the effectiveness of value and vision selling strategies for development services.
Blue Prism Group plc 06/01/2020 - 09/30/2022
Director, Head of Professional Services, EMEA
Blue Prism is an Automation and AI product company that was sold for $1.6billion in 2022. As employee number 9 I had a major contribution to the success of the company through a number of different roles. I took over a failing service team with extremely low billable utilization, revenue, and employee satisfaction results and through close collaborations and a change of strategy I turned the organization around on all measures. I am most proud of increasing the department's Great Places to Work score from a companywide low of 30% when I took on the role to a score approaching 90% before I left.
Blue Prism Group plc 06/03/2019 - 06/01/2020
Director, Head of Customer Success, EMEA
After collaborating with my CCO executive to create and recruit the Blue Prism Customer Success team in 2018 I took over full leadership of the team in 2019. Starting from scratch we recruited high quality automation and Customer Success professionals and set up the playbooks, systems, data reservoirs, and strategies to engage with more of our customers on a more meaningful level. I am passionate about Customer Success and see it as fundamental to better customer engagement, freeing up sales people to sell and ensuring high renewal and customer satisfaction rates. We beat all the upsell, retention, and customer satisfaction targets that were set for us.
Blue Prism Group plc 05/01/2018 - 06/01/2020
Customer Success Director
I was the first employee recruited into the Blue Prism customer success team, working with my executive to agree our first success strategy and to build and mentor the team. We built a team with a blend of automation and Customer Success expertise and initially targeted helping Blue Prism's strategic customers to increase the speed and scale of their success.
Blue Prism Limited 05/01/2012 - 05/01/2018
Professional Services lead and Robotic Operating Model Architect
As a Professional Services Lead I managed key initiatives such as the creation of our consultancy footprint in USA and and the creation of Partner onboarding and enablement methodologies. I led the delivery of our most important customer projects and mentored new consultants. As the foremost automation leader in my field, I was the first Blue Prism consultant to lead the delivery of Blue Prism's Robotic Operating Model (ROM) into enterprise customers and was constantly involved in its creation and evolution since it's early days. Having the right policies and methodologies around AI and automation platforms and services were vital to their successful implementation.
Portfolio
