Delivery & customer outcomes across APAC.
Senior leader across customer success, service delivery, and technical operations — focused on measurable outcomes, reliability, and long-term customer value.
- Customer Success
- CSAT / NPS
- Uptime & reliability
- APAC delivery
- Data-driven
About
I lead customer success and service organisations through complex, high-availability environments. My focus is creating clarity, accountability, and measurable improvement across the customer lifecycle.
In practice: driving adoption and value realisation, improving reliability and uptime, and tracking success through meaningful signals like CSAT/NPS, backlog health, and incident trends.
What you can expect
- Clear, calm communication with stakeholders (high signal, low noise).
- Strong operational cadence and visibility — dashboards that drive action.
- Customer-success fundamentals that scale: success plans, adoption plays, and proactive engagement.
Impact
Customer Success leadership across onboarding, adoption, and value realisation.
CSAT / NPS focus — tracking trends and turning feedback into action.
Service reliability and uptime through strong incident and problem management.
Clear operational cadence and performance visibility.
Data-driven dashboards guiding prioritisation and investment.
Escalation leadership with calm, structured communication.
Partner and stakeholder alignment across APAC regions.
Scalable processes, playbooks, and team enablement.
Evidence of impact
A selection of non-customer-specific dashboards used to track customer success, service reliability, and operational health.
Organisations supported across APAC
A selection of broadcasters, media organisations, and partners supported across the region.
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Work history
Senior Director — Delivery & Support
Grass Valley (APAC)
- Lead regional delivery and support outcomes across APAC.
- Drive operational excellence, customer success alignment, and reliability focus.
Selected leadership roles
- Director / Head of Customer Success (APAC)
- Director / Head of Service Delivery (APAC)
- Head of Support / Technical Operations
Beyond work
I’m a dual UK & Australian citizen, married, and a father of two. Outside of work you’ll usually find me at the beach with a rod in hand, or building something at home.
- Keen beach fisherman
- DIY / making things (hands-on builder mindset)
- Very data-driven at work
