Background

Founder and Principal Analyst

Scale Edge Group

Independent analysis of the outsourcing and CX market, built for the companies buying it rather than the companies selling it. No supplier pays to be listed, rated or recommended.

• Independent assessment of providers, locations and pricing, with every name scored against the same published method rather than a separate conversation with each
• Delivery structure and operating model design, deciding what goes out, to whom, from where, and on what commercial model
• Contracts built on outcomes, with the KPIs, the pricing and the reporting that hold a supplier to what was actually promised
• Governance and oversight after go-live, so performance stays where it was agreed instead of drifting quietly between reviews
• Recovery of delivery that is not performing, starting with whether the failure is in the specification or in the execution

Vice President, High Tech Portfolio

Concentrix

Responsible for the strategy and delivery of a multi-service partnership with a global technology group, spanning customer experience, machine learning data operations, trust and safety, content moderation and engineering.

• Governed a $250M+ ARR multi-service partnership under a single delivery plan tying service levels to commercial terms
• Secured $525M in multi-year extensions through bundled, multi-service renewals
• Redesigned the delivery location strategy across EMEA, Africa, South America and South East Asia
• Cut client operating costs by more than 20% through location redesign, with service levels held
• Lifted gross margin by over 5% through changes to the pricing model and delivery efficiency
• Centralised forecasting and scheduling across vendors, improving capacity visibility and accountability
• Opened and expanded the Africa footprint to meet both resilience and cost objectives

Vice President, Global Technology Account

Webhelp

Nearly six years running the outsourcing strategy for a global technology client across cloud, mapping and consumer products, and building the enterprise sales motion alongside it.

• Scaled the portfolio from $34M to $90M annually, 27% CAGR over four years, taking the client to top three at the company
• Entered new service lines in cloud engineering and enterprise sales across North America, EMEA, APAC and Japan
• Reduced delivery cost by 25% while maintaining performance
• Led enterprise B2B sales for the client's cloud business across North America, India and ASEAN
• Set up new delivery sites in Bucharest, Tel Aviv, Tokyo, Phoenix, El Salvador and Lima
• Built a 24/7 engineering support ecosystem across Tokyo, Kuala Lumpur and Lima

Customer Experience Director

Sellbytel Group

Seven years running frontline support delivery for consumer technology and audio brands, covering technical support, product development and engineering.

• Delivered a $60M renewal three years after installing a customer and product aligned review system tied to pricing and scope
• Held cost to serve down 5% year on year with service levels steady, by reworking location mix, automation and contract terms
• Linked customer experience performance to commercial outcomes, enabling $100M+ in annual new revenue for the client's cloud business
• Sustained 90%+ CSAT and NPS above 60, and stabilised at-risk sites
• Drove insight-led improvements back into product and engineering, supporting high growth ramp ups