Jon Simmonds
Service Delivery Manager @Embridge Consulting
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WORK HISTORY
Service Delivery Manager @Embridge Consulting
Responsible for the delivery of Managed Services support for Unit4 ERP customers, ensuring consistent service performance and strong customer relationships.I act as the primary service contact and escalation point, manage SLAs/KPIs, lead the support team, run service reviews and coordinate complex incidents across support, consultancy and development teams. My focus is improving resolution rates, reducing escalations and embedding proactive, transparent service delivery from onboarding through to BAU support.
EDUCATION
Payroll World
Essential Guide to Payroll
British Computer Society
ITIL Foundation Course, ITIL
Swansea University / Prifysgol Abertawe
BSc(Hons), Computer Science
Cowbridge Comprehensive
A Levels, Computing, Product Design, Geography
SKILLS
ABOUT JON SIMMONDS
I am a Service Delivery Manager specialising in application support and managed services for ERP environments, particularly HR and Payroll modules. I enjoy turning support from a reactive helpdesk into a trusted service that customers rely on, understand and value.My background is in leading support teams, improving processes and building strong customer relationships. I focus on clarity, accountability and practical problem solving through clear communication, transparent reporting and structured ways of working that reduce risk, especially in complex payroll and employee data scenarios.I have worked across onboarding, service transition and steady state support, helping organisations move smoothly from project delivery into reliable business as usual support. A big part of my role is translating between technical teams and non technical stakeholders so issues get solved quickly and expectations stay aligned.I am particularly interested in service improvement, operational maturity and creating support teams that customers actually enjoy working with, not just logging tickets to.
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