Transformed the operating model around AI.
Before
A global service business
Agency model. Pure service revenue.
After
AI-powered service + software
The Book: internal AI ops platform.
My role
Leading product and tech, including P&L. Leadership team; reporting to the CEO.
Key outcomes
~30%Fewer service delivery hours
5×Product & tech release speed
My approach
Rebuilt the product org around AI. Prioritised frequent service workflows for automation and led the organisational changes needed for adoption.