About
I've spent the last two decades studying one question: How do you design systems that produce better outcomes?
Sometimes those systems are managed services. Sometimes they’re business operating models. Sometimes they’re applied to a person’s life.
Different domains. The same underlying problem.
My background
Professionally, I work in managed services, helping organizations design, commercialize and improve service businesses.
Today I lead Solution Management at Endava, where I work at the intersection of strategy, commercial management and service design. My work involves turning business problems into commercially viable service offerings—through discovery, operating model design, pricing, governance and delivery planning.
Over the past twenty years I’ve worked across infrastructure support, service architecture, transitions, solution management and leadership, contributing to service organizations operating across Europe, North America, LATAM and APAC.
That experience taught me something simple:
Most organizations don’t struggle because people work too little. They struggle because their systems were never intentionally designed.
Beyond the day job
The ideas published here are entirely my own.
They are not an employer’s methodology, framework or intellectual property.
They are the result of twenty years spent connecting ideas from service management, programme management, strategy, organizational leadership, behavioural science, business model design and systems thinking—tested through professional experience, formal education and personal projects.
I’ve studied through institutions including Copenhagen Business School, the University of London, Emory University, HEC Paris, Northwestern University and the Institute for the Future, alongside professional certifications in ITIL, PRINCE2, MSP, P3O, APMP, OKRs and Strategy Implementation.
Those experiences shaped how I think.
They don’t define what I believe.
Why I write
Everything on this website explores the same idea:
Well-designed systems reduce unnecessary uncertainty.
That idea currently takes two different forms.
The Accidental CEO explores what happens when corporate disciplines—governance, risk management, KPIs and long-term planning—are applied to personal life after a cancer diagnosis forced me to rethink how I managed my own.
S.E.R.V.E. — The Service OS applies enterprise managed-services thinking to small service businesses, showing founders how to build predictable companies instead of creating jobs that happen to have their own name on the door.
The books address different audiences.
The underlying question is the same.
How do we intentionally design systems that help people make better decisions, create more predictable outcomes and build something that works without constant heroics?
Most of the ideas on this site begin as notes.
Some evolve into frameworks.
A few eventually become books.