Service management
Incident follow-up, change governance, business continuity, and the routines that keep technical operations usable under pressure.
Keeping complex technology work understandable, coordinated, and ready for change.
I work across IT service management, major change events, operational improvement, AI adoption, and cross-domain technical alignment. This site is a place for my professional profile, practical notes, and the training material I share with others.
Professional Profile
I am a Technology Service Manager with more than twenty years in IT process management, change management, incident and problem management, and business continuity. Much of my work sits between technical teams, operational leaders, and senior stakeholders, where the job is to make risks visible and keep decisions moving.
My current role at Proximus includes cross-domain service management across data, infrastructure, AI, and cybersecurity. Recent work has included major business-event preparation, E2E capacity management, operational setup for applications that previously ran as shadow IT, complex incident follow-up, and bringing technical experts together around resilience and long-term improvement.
A recurring part of the job is stepping into areas where there is real IT friction but no clear owner. That can mean sitting in on infrastructure risk overviews, following technical debt around end-of-life infrastructure, aligning operational teams with security governance and CSIRT expectations, or working alongside incident managers during serious infrastructure incidents.
I have also been experimenting with AI technology for several years, starting with Stable Diffusion on a home PC, then local language models, and more recently CLI-based tools such as Codex. Professionally, I am exploring how AI can support operational work in a controlled way, including the use of MCP servers to make future agentic AI solutions more useful across real systems.
I tend to approach work through systems thinking: understanding dependencies, incentives, handoffs, and failure modes before changing the process. That is also why some of the public material on this site is training-focused rather than biographical.
Current role
Technology Service Manager, Proximus
Core areas
Change, incident, problem, continuity, E2E capacity, operational improvement
Typical challenges
Unclear ownership, shadow IT, security governance, infrastructure risk, technical debt
AI practice
Local AI, Stable Diffusion, local LLMs, Codex, MCP servers, agentic AI exploration
Qualifications
BEng(Hons), ITIL Foundation, senior management diploma, previous GIAC Security Leadership
Working style
Practical, cross-domain, calm under pressure, focused on clear decisions
What I Work On
The details change from programme to programme, but the pattern is familiar: make the system legible, bring the right people into the conversation, and reduce friction where ownership, risk, and day-to-day operations do not yet line up.
E2E ownership gaps
Capacity management, operational handover, shadow IT cleanup, and other cross-team areas where work has impact but no obvious single owner.
Risk and governance
Operational alignment with security governance, CSIRT expectations, infrastructure risk, and technical debt on end-of-life platforms.
Systems thinking
Training notes and practical models for understanding dependency, feedback, delay, and unintended consequences.
Applied AI
Hands-on exploration from local image generation and local LLMs through to Codex, MCP servers, and practical agentic AI use cases.
Leadership
Cross-team alignment, mentoring, volunteer governance, and helping people act with enough context to make good choices.
Docs and Training
This area will grow into a home for material that is useful beyond a single meeting: guides, training pages, reference notes, and the occasional working document.
Outside Work
British Scouting Overseas
I volunteer with British Scouting Overseas as a Scout section volunteer and as District Chair for Northern Europe. The work ranges from programme delivery with young people to trustee-board leadership, adult support, and long-term district decisions.
Tabletop roleplaying games
I enjoy TTRPGs and have a close relationship with Troll Lord Games, publishers of Castles & Crusades. The tabletop side of life gets a quiet mention here because shared rules, improvisation, and group problem-solving have more in common with good facilitation than people expect.