Sean Woods Email and Phone Number

Maintained operational aspects of the business (HR, Finance, Compliance, Customer Support and Legal) Drove customer feedback rating of 4.9 on the Xero App Marketplace and 4.8 on Trustpilot Worked with our commercial team to develop and onboard a key partnershipEnsured FCA (UK Financial Conduct Authority) regulatory compliance was maintained Led bank stakeholder management to improve the banks’ Open Banking transaction success rates by 6%Managed vendors, consolidated tools, reduced costs by 10%, and handled customer data privacy concerns Launched an ISO27001 information security management system using an automated compliance partnerDesigned and implemented a model for 24*7*365 on-call engineering support, combined with staggered customer support shifts

Drove reduction in data processing times by over 80% in our Indian operations centre of 400 staffMaintained rating of 4.7 on the Xero App Marketplace and 4.5 on TrustpilotSuccessfully project managed office moves five times, across four regionsManaged IT infrastructure strategy and spend, customer experience and GDPR compliance Played a key role in the due diligence process which led to acquisition by Sage PLC in 2019Led the entire team from September 2022 and completed the integration of our teams with the Sage teams

Responsible for delivery of Evros’ Managed Services to a broad range of customers in a 24*7 environment. Successfully managed a team of 80, enhanced SLAs, defined a capacity planning model, developed and maintained a service catalogue which aligned the sales and operational teams and provided clarity on services to customers. Supported the sales team with tenders, improved customer retention through face-to-face account management and led process improvement projects. Owner of ISO20000 certification as well as refining the incident, problem and change management processes.

Managed the ICT Service Delivery teams, brought service levels back in line with targets, enhanced communications, refreshed policies and strengthened the change management process. Worked on the outsourcing project which led to the successful outsourcing of my teams to Evros Technology Group (now ‘eir-evo’).

Built close relationships with internal customers, ensuring ICT value was delivered through business partnership agreements. Refined and embedded a new demand process, worked with business analysts to develop user requirements and functional specifications, coordinated requests from the business, supported new business cases and managed the pipeline of demand for ICT solutions.

Delivered business transformation projects using PMBOK framework, collaborated on Business Process Improvement (BPI) methodology and reported on progress to senior management teams.