Service projects & portals
Request types, forms, portal journeys, email channels and knowledge access shaped around the people who actually raise and resolve requests.
Hands-on JSM consulting · UK & DACH
Jira Service Management that teams can operate with confidence.
I design, configure and improve Jira Service Management around the reality of service operations — from the customer portal and agent queues through to automation, integrations and handover.
Cloud + DCPractical administration and delivery
Portal → APIEnd-to-end service experience
EN / DEDelivery across UK and DACH teams
Where I help
From operational friction
to workable delivery.
Useful JSM work starts with the operating problem, not a generic project template. I translate service requirements into configurations that agents understand, customers can use and administrators can maintain.
Workflows, queues & SLAs
Clear states, approvals, permissions, routing, queues and measures that support day-to-day operations without unnecessary complexity.
Automation & integrations
Traceable Jira automation, REST APIs and webhooks with error handling, loop prevention and operational ownership built in.
Optimisation & handover
Untangle inherited configurations, reduce manual steps, document the design and leave support teams with something they can safely operate.
Representative delivery · Retail
A production-safe bridge between JSM and Xurrent
Designed and delivered bidirectional service integration for ticket creation, public comments, status changes and closure. The work included loop prevention, closure controls, portal parity and production go-live support.
- REST API & webhooks
- Jira automation
- Status and comment sync
- Portal & knowledge
How I work
Clear steps.
No black box.
- 01
Understand the service
Map users, teams, hand-offs, controls and pain points before changing the platform.
- 02
Configure and connect
Build the workflows, forms, automation and integrations with visible decisions and testable outcomes.
- 03
Stabilise and hand over
Test operational scenarios, document ownership and make the result maintainable for the team running it.
Let's talk
Need Jira Service Management to work better?
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