Incident & Major Incident
Roles, escalation, communications, technical coordination, decision points and learning loops designed for high-pressure situations.
Operational IT service management
ITSM processes designed for the people running them.
I help organisations improve service management without turning it into a policy exercise. The result is a clear operating model that can be implemented in Jira and used under real operational pressure.
20+ yearsIT operations and service delivery
ITIL + FitSMFramework knowledge used pragmatically
Ops → platformProcess and configuration in one view
Where I help
From operational friction
to workable delivery.
A process is only effective when responsibilities, decisions, hand-offs and tooling agree. I work with service owners, support teams and technical specialists to remove ambiguity and make control practical.
Change management & assurance
Standard, Normal and Emergency paths, proportionate approvals, risk assessment, testing evidence, fallback planning and post-change learning.
Request, Problem & Knowledge
Usable request models, problem investigation, known-error practices and knowledge lifecycles that reduce repeat effort.
Operating model & measures
Ownership, responsibilities, service controls and measures connected to the way teams actually deliver support.
Representative delivery · Manufacturing
Change control with assurance built into the workflow
Built Standard, Normal and Emergency Change flows with risk scoring, approvals, fallback planning and Incident-to-Change handling. The design focused on the evidence needed to reduce change-related incidents, not approval theatre.
- Risk automation
- Approval paths
- Fallback planning
- Incident-to-Change
How I work
Clear steps.
No black box.
- 01
Observe the operation
Understand what happens during real requests, incidents and changes — including workarounds and informal hand-offs.
- 02
Design proportionate control
Define roles, decisions and evidence at the level the risk actually requires.
- 03
Embed it in the platform
Translate the agreed practice into workflows, automation, queues and reporting that reinforce the operating model.
Let's talk
Need ITSM improvement that survives contact with operations?
Tell me where the friction is. I will give you a direct, practical view of what to address first.
Start a conversation ↗Based in Cheshire · Available across the UK and remotely