simon wood

Work in IT industry for 30 years.  Mainly as service desk engineer / developer - recently moved into Service Delivery role over last few years.

Service Delivery Manager  

Telefonica Tech UK&I (Aug 2024 – Feb 2026) 

Owned end-to-end service delivery across a portfolio of Microsoft Dynamics 365 managed service clients, ensuring SLA compliance and commercial performance. 

Managed full-service lifecycle ensuring consistent SLA compliance and high customer satisfaction  

Led cross-functional teams including CRM administrators, developers, and support analysts  

Owned incident, problem, and change management governance aligned to ITIL framework  

Delivered regular service review meetings with senior customer stakeholders  

Implemented service improvement initiatives to reduce delays and enhance operational efficiency  

Acted as senior escalation point for complex service issues 

Managing customer finances – monthly tracking support budget usage and enhancement days budget.  Ad hoc project pieces quoted, signed off and managed to completion  

Negotiated contract renewals 

Senior SUPPORT Engineer/Support Desk Team Lead  

Incremental Group (June 2018 - Jul 2024) 

Senior 2nd/3rd line escalation point within a Microsoft Dynamics CRM managed services environment.  

Led support desk operations and mentored junior analysts  

Provided advanced technical support for Dynamics 365 CRM and associated integrations  

Managed upgrades, patches, and Microsoft release wave updates  

Translated business requirements into functional specifications and technical user stories  

Contributed to service improvement initiatives reducing ticket backlog and resolution times  

Collaborated closely with development teams on customisation and enhancement projects 

CRM Support Analyst  

Gap Consulting Ltd (Sept 2016 – June 2018) 

Delivered 1st line CRM application support across multiple clients  

Led a team of four support analysts  

Produced and presented monthly performance and support metrics to senior leadership  

Improved ticket tracking and reporting visibility 

Senior Application Analyst  

Capgemini (Apr 2002 – Aug 2016)  

Worked on Department for Education account in a large-scale enterprise support environment.  

Provided application support within complex managed service contracts  

Contributed to incident and problem management processes   

Supported system enhancements and ongoing maintenance activities 

Application support Analyst  

Steria (OCT 1998 – APR 2002) 

Developed and supported VB online applications  

Managed SQL database environments  

Provided application support and system maintenance 

Analyst programmer  

cis Insurance (Aug 1996 – Oct 1998)  

Supported IBM mainframe-based systems using COBOL and JCL  

Developed applications using Visual Basic  

Contributed to system enhancements and defect resolution 

Computing and Business Studies degree at University of Gloucestershire