My research and development interests are focused on improving practice and advancing theory in service operations, through participatory methodologies of collaborative action learning, action research and action oriented leadership. For over 30 years I held leadership roles in the service industry, in higher education, shared services, publishing, health services, retail and the hospitality industry. Throughout my career I combined academic engagement with practice.
To improve practice and advance theory in service operations, innovation and development I completed my PhD in business and service operations through insider action research methodology. Before that, I accomplished an MBA with the Open University, while working as a service manager in the shared services industry. I completed my undergraduate degree in Business Administration in Munich, Germany, while working part-time in health services, retail and the hospitality industry.
I am employed by Trinity College Dublin, the University of Dublin as Service Operations Manager. My current focus is the implementation of a new workplace wellbeing policy, which I have developed in collaboration with almost 100 workplace participants over a 4 months period. In parallel I am continuing my scholarly engagement in the Trinity Business School, which involves publishing, student supervision, and presenting on the subjects of service operations management, development and leading change in this area.