Simon Conway Email and Phone Number
United Kingdom
Simon Conway's Location
United Kingdom, United Kingdom
Simon Conway's Contact Details
Simon Conway work email
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Simon Conway personal email
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About Simon Conway
• A highly experienced technical management professional with 30+ years experience of the end to end software lifecycle, working with complex multivendor technology customers globally from end user to C-Level.• Process and Solutions provider skilled in addressing business issues within a given framework, expert in delivering results in fast-paced, time-sensitive environments working collaboratively within a team and also on individual task.• Consistent Driver of Innovation across departments, utilising latest technologies and methodologies to guarantee organisational deliverables not only meet but exceed customer expectations. Primarily motivated by Customer Success, satisfaction and retention.• AWS Certified Cloud Practitioner• ITIL Certified (00380084).• Member of Chartered Institute of IT.
Simon Conway's Current Company Details
Simon Conway Work Experience Details
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Director, Emea Technical Account Managers And Finops ConsultantsApptioUnited Kingdom
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Director, Emea Technical Account Managers & Finops ConsultantsApptio Oct 2022 - PresentBellevue, Wa, Us• Identify & Nurture talent within the industry and support developing careers as part of a successful global organisation• Secure Quarter on Quarter 90%+ Gross Retention Rate for SaaS solutions within the Apptio Toolkit• Grow the business via delivery of solutions and services to support Customer Success and achieved 10x value• Provide clients with an awesome onboarding experience during the delivery phase coupling live step by step guidance and digital content, aimed at achieving continued success as clients move into Business As Usual and see year on year value -
Manager, Emea Technical Account Management TeamApptio Apr 2020 - PresentBellevue, Wa, Us
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Technical Account Manager & Finops Certified PractitionerCloudability Jul 2019 - PresentEnabling Customer Success and progression into the Cloud Journey with a Global Client base, through the combination of driving an organisation wide adoption of award winning software Cloudability and the adoption of the FinOps Methodology. I manage a range of clients from Startup to Fortune 500 Enterprise who continue to make fantastic progress with their public cloud strategies.I deliver the roles of Trusted Advisor, Data Scientist, Trainer, Product Consultant, Troubleshooter and Cloud Finance Optimizer
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Global Cloud & Technical Support ManagerSapphire Systems Nov 2017 - Jun 2019Bielefeld, De• Compiling and delivering periodical Customer Service review session content, reporting on support desk usage as well as resource utilisation and growth for hosted customers, fulfilling the role of TAM & SDM. Ensuring the hosted estate would expand in parallel in line withCustomer requirements and projected growth.• Acting as a point of escalation for Data Centre partner for hosted customers out of multiple sites.• Having devised and implemented a revised Change Control process for all hosted customers across the global business, chair CAB & ECAB meetings to ensure 100% adherence and compliance and governance.• Deliver periodical reporting and analysis of Service Desk KPIs geared towards CSI principles and successfully deploying the derived recommendations. -
Global Technical Support ManagerSapphire Systems Jun 2016 - Oct 2017Bielefeld, DeOwning the day to day management of the 24/5 Sapphire Technical Team, responsible for supporting Infor SunSystems and SAP Business ERP software both on on-premise and cloud based customers, with team members based in numerous locations in the UK, US and Mumbai.• Managing the assignment , prioritization of technical support calls.• Managing and agreeing courses of action with team members for high priority/system downs. • Identifying and tracking training programmes for technical team staff.• Contacting and escalating serious issues/bugs with software partners.• Managing the scheduling of the 24/5 technical support cover across all members of the on-site support team and liaising with the technical consultancy team when appropriate.• Ensure the team provide timely assistance for the Sapphire Account Managers, Projects and Project Managers around queries of work, modules and no of days required to complete a job. • Take ownership, troubleshoot and resolve technical support cases raised by the 500+ ERP customers.• Continue to drive an innovative approach towards Customer Support, periodically reviewing existing processes and contributing suggestions around new approaches / amendments.• Take advantage of the latest technology to ensure the department continues to evolve.
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Principal Technical ConsultantAdvanced Apr 2013 - Jun 2016Birmingham, Gb• Having conceived the idea of the award winning Double Check managed service, strive to identify sales opportunities amongst the customer base and deliver the service.• Appointed team leader of the cross divisional virtual technical team.• Devised and implemented a new initiative around initial incident response. The “First Look” approach, winner of company “Brainwave” reward scheme for innovative ideas."It's (First Look) a good idea, especially for new customers" - Vin Murria• Winner of the Team Player of the Month award May 2014.• Retaining overall responsibility for the technical support. • Continue to manage the OpenAccounts FMS technical team and provide on the job training for additional team members.• Assigned the role of relationship liaison with hosting / SaaS teams (internal and external) and V1 Document Management Software. -
Senior Technical ConsultantAdvanced Apr 2009 - Apr 2013Birmingham, Gb• Retained overall responsibility of technical support provision for all OpenAccounts FMS customers.• Provided on the job training to an additional members of the technical support team.• Manage the day to day workload of the technical team, including incoming incidents and the ownership of the Support+ service.• Attend customer site to present face to face overviews to key finance users and IT staff of the Support+ managed service. Configuring the service to each customer's specific requirements.• Created a repository of “How to” documents and corresponding video clips aimed at reducing overall solution time for customer service incidents.• Continued to liaise and periodically attend site for Support+ customer to maintain relationships. Identify potential new customers and deliver the service for existing.
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Technical ConsultantCoa Solutions Sep 2005 - Apr 2009• Sole member of the technical support team, providing 2nd and 3rd line technical support for over 500 Commercial customers of the OpenAccounts FMS and complimentary products and V1 document management software. All issues of a technical nature ranging from application to database and from server to hardware would fall under my responsibility.• Co-conceived and co-delivered the managed service, Support+. Providing the customer with a 24/7 monitoring and alert service and assuming overall technical responsibility of the customer’s system.• Completing monthly health checks and providing accompanying reports for the Support+ customers.
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Oracle Dba / Installation ConsultantCedar Group Plc Sep 2002 - Sep 2005• Deliver periodical database and system health checks as part of a Managed Service for the eFinancials FMS system. An Oracle based system, I’d run health checks and produce reports detailing amendments made and recommendations. Also maintaining internal production and UAT systems• Install the eFinancials and additional bolt on products on customer site. With the system running on Oracle v7, v8 and v9 on both Windows and UNIX systems, I gained knowledge and expertise to add to that which I’d already attained in my role as Oracle DBA. Offering consistent support to the customer for the duration of the project.
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Technical Support / Installation Consultant / Intranet DeveloperPpsl / Cedar Group Plc Sep 1997 - Sep 2002• Provide 2nd and 3rd line technical support for the FMS system for 70+ local government customers. Including some UNIX and PRO-ISAM, C-ISAM and Oracle database support, the preferred type of deployment for the FMS product.• Install the FMS system on customer site and integrate this with customers other existing systems. Also providing technical expertise to project manager, trainer and customer.• Maintain and develop the company intranet, publishing the latest information in one central repository.
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Trainee DeveloperPpsl Jan 1995 - Sep 1997• Install the FMS system on customer site and integrate this with customers other existing systems. Also providing technical expertise to project manager, trainer and customer.• Within this role I would be required to meet customer to translate their requirements into specifications which the developers and the customer could follow.
Simon Conway Skills
Databases
Microsoft Sql Server
Business Process Improvement
Team Leadership
Business Process
Oracle Database
Business Intelligence
Unix
Iis
Enterprise Software
Change Management
Software Implementation
Cloud Computing
Enterprise Resource Planning
Openedge
Sql
Progress 4gl
Red Hat Linux
Business Analysis
Saas
Innovation Management
Change Control
Erp Software
Team Management
Business Innovation
Process Engineering
Itil
Team Building
Itil Process Implementation
Incident Response
Simon Conway Education Details
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Mymar Computer Services LtdSpreadsheets And Word Processing -
Longsand Community College
Frequently Asked Questions about Simon Conway
What company does Simon Conway work for?
Simon Conway works for Apptio
What is Simon Conway's role at the current company?
Simon Conway's current role is Director, EMEA Technical Account Managers and FinOps Consultants.
What is Simon Conway's email address?
Simon Conway's email address is si****@****ems.com
What schools did Simon Conway attend?
Simon Conway attended Mymar Computer Services Ltd, Longsand Community College.
What skills is Simon Conway known for?
Simon Conway has skills like Databases, Microsoft Sql Server, Business Process Improvement, Team Leadership, Business Process, Oracle Database, Business Intelligence, Unix, Iis, Enterprise Software, Change Management, Software Implementation.
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