Andrew Wood
Technical Operations & Engineering Leadership, London
I lead technical delivery for a UK managed service provider, running second and third line support across cloud, data, connectivity, unified communications and workplace platforms.
I have grown into leadership over 13 years, from systems engineer to head of function, and I stay hands-on in third-line escalations and major incidents where it matters most.
Most of my work sits on the seam between project delivery and live service, and on using data and automation to move support from reactive to proactive.
Experience
Head of Technical Delivery, Six Degrees
I lead a function created in 2022 when managed services was split in two, covering second and third line Cloud, Data, Connectivity, Unified Comms and Workplace support. The team spans onshore and offshore locations, with one layer of team leads.
- Led Converged separate technical teams into one blended operating model while holding live SLAs
- Led Designed and embedded a proactive problem management framework, applied across a large managed customer base, with an engineer kept in the loop where automation cannot decide
- Co-led Worked with Professional Services leadership to formalise how customer requests move between support and projects, writing the principles and building an AI-assisted triage workflow with decisions kept with people
- Led Proof of concept, piloted, not rolled out Designed and built a knowledge-base pipeline using Python and AI-assisted coding against Cosmos DB and Azure AI Search
- Led Out-of-hours major incident manager and senior escalation point, and technical lead for zero-day assessments on the vulnerability management committee
- Contributed Championed proactive automation that contributed to a steady run of improvements and a reduction in major outages
- Led Mentored engineers across complex hybrid platforms and built a culture of psychological safety, so people feel able to learn, ask and try things without fear
- Contributed Contributed to bid responses and service design, aligning technical architecture proposals with commercial strategy
- Led Recognised with Above and Beyond awards and company all-hands mentions for leadership in vulnerability management and incident response
- Contributed Helping drive a sustained improvement in customer satisfaction scores
Head of Managed Services, Six Degrees
I brought legacy technical teams together into one proactive managed services operating model, moving towards ITIL-aligned governance and modern monitoring and cross-skilling engineers for hybrid infrastructure.
- Co-led Provided technical leadership through the consolidation of multiple monitoring tools onto LogicMonitor, driving migration completion and the retirement of legacy platforms
- Led Kept hands-on accountability for tier-three major incident escalations through a team realignment to protect live SLAs
- Contributed Provided technical evidence supporting the company's Microsoft Azure Expert MSP status (2021)
Centre of Excellence Manager, Secure and Public Sector, Six Degrees
I ran technical escalations and support for secure public sector cloud environments under UK OFFICIAL and NCSC guidance, including secure VDI on VMware Horizon, VMware vCloud and PSN networks, bridging platform build and live service.
- Led Built 24x7 hypercare monitoring for critical national public sector platforms through peak periods
- Led Owned technical remediation for penetration testing, ITHC, ISO 27001 and SOC 2 for central government and secure clients
- Led Hardened Linux and Solaris base images against CIS benchmarks, and designed secure bridging and proxy architecture later signed off through external accreditation
- Co-led Rebuilt load-balancer configuration and helped restore service during a prolonged hosting outage on end-of-life infrastructure
Service Desk Manager, Carrenza
I ran the consolidated service desk through the acquisition and its integration into Six Degrees, as the main technical escalation point across networking, servers and VMware. That included peak-load support for major ecommerce sites and televised charity events.
- Led Migrated the service desk onto ServiceNow during the integration, carrying across customer contacts, SLAs and the knowledge base
- Led Sustained SLA performance through the acquisition and integration
Service Desk Team Lead, Carrenza
I was a technical escalation point across customer estates and mentored junior engineers, helping turn the support function into a structured ITIL operation during rapid client onboarding.
- Contributed Part of the technical rollout and customer planning for Jira Service Management, which let the team measure SLAs for the first time
Systems Engineer, Carrenza
I joined as a graduate systems engineer, working hands-on across customer VMware, Linux and Windows estates.
- Led Managed configuration and orchestration with Chef and Ansible across customer estates