Eight years ago, on a continuous galvanising line in South Africa, I stood on a gantry holding the wrong components and watched a planned shutdown overrun. That moment taught me something I would later apply across three industries: variance, not average, is the metric that decides whether service operations hold under load.

3 years. 3 AI tools. One honest reflection on what finally changed — and the method gap that's quietly separating good operations leaders from great ones.

Discover why presence is the most essential leadership skill — aligning teams, deepening trust, and enabling vision beyond today.