I am an engineer based in Glasgow, Scotland. I lead the EMEA Professional Services team and business at PagerDuty as Senior Manager, Professional Services. I joined in 2021 as the first Professional Services Consultant in the region and built the practice from the ground up.

My team works across the UK and Portugal. It includes Consultants, Technical Account Managers, Program Management and Customer Success Engineering. We help enterprise customers adopt the PD Reliability Platform, from incident management and automation to AI agents. I own the regional services business: delivery quality and customer satisfaction, services bookings, utilisation, delivery margin, and demand & capacity planning. I also hire and develop the team, and I report to the Senior Director of Professional Services in San Francisco.

My view of AI comes from the same place as my interest in DevOps. Good automation takes toil away from people, so they can spend their time on the problems that need human judgement. With customers, I find that the basics still matter most. Clear service ownership, good runbooks and clean event data make AI useful, just as they made automation useful before.

I use Claude every day, in my management work and to build software tools for the PS team. It has made our consulting and delivery work much faster. I want my team to use AI in the same way, with less time on repetitive work and more time with customers.

Before PagerDuty, I was also the first Professional Services Consultant in EMEA at Chef Software, where I helped establish the regional practice. Before moving into consulting, I was the IT Manager for the Glasgow University Students’ Representative Council, where I directed the technology strategy, automated infrastructure, and developed applications.

Personal Interests

Outside of work, I am keenly interested in politics, technology, gaming, and photography.

Academic Background

My academic background is in engineering and high-performance computing. I earned a BEng in Civil Engineering from the University of Glasgow, where my undergraduate thesis was an Investigation into Genetic Optimisation of Structural Systems.

I then pursued an MSc in High Performance Computing at the University of Edinburgh’s Parallel Computing Centre. My dissertation was an Investigation into different methods of fast polynomial evaluation. My passion for technology and automation led to my professional career, beginning with my role as IT Manager for the Glasgow University SRC.

Key Areas of Expertise

• AI and Agentic Operations: Claude, AI-Assisted Consulting & Delivery, AI SRE Agents, MCP, Signal Intelligence (AIOps), AI Readiness.
• Leadership & Business: Services Bookings, Utilisation, Delivery Margin, Demand & Capacity Planning, Delivery Methodology, Hiring & Team Development.
• Consulting & Delivery: Enterprise Implementations, Executive Engagement, Pre-Sales Scoping & SOW Creation, Customer Satisfaction.
• DevOps & Automation: Incident Management, Runbook Automation, CI/CD (GitHub Actions, Jenkins, GitLab & Azure DevOps), Infrastructure as Code (Terraform & Chef).
• Development & Tooling: Python, Ruby, JavaScript and Go for Custom Scripting, Integration and Internal Tool Development.
• Cloud & Operations: AWS, Azure, GCP, On-Premise Environments, Datadog, New Relic, ServiceNow, Jira.
• Systems Administration: Linux, Windows & Mac.