Get to know our Head of Technical Customer Support, Simone Smallwood

We recently took the time to find out more about our Head of Technical Customer Support, Simone Smallwood. From her passion for travel to how she ensures that customers have the best experience when working with Sypro, we learnt all about her and the vital role she plays in our operations.


Hi Simone, please could you tell us about your job as Head of Technical Customer Support at Sypro?

Part of my role within the business is managing our technical support, training, and onboarding teams to ensure that our customers have the best experience with us. I also assist with our governance, so that we are compliant with ISO 9001 and ISO 27001.


Very impressive! Could you please describe Sypro in your own words?

Sypro are a software provider and have two products; Contract Manager for administrating NEC3, NEC4, FIDIC, JCT, and bespoke contracts, and Risk Manager which focuses on many areas that organisations need to maintain to minimise their risks, such as estates, supply chain, asbestos, assets and compliance (to name a few!).


What did you do before joining the company? Any skills that you think have benefitted you in your current role?

Before my role at Sypro I was employed as a Software Developer involved in developing, supporting, and maintaining mission critical software for the Fire and Rescue Services. We had very strict coding and testing standards which has certainly instilled in me the importance of being rigorous with my work.


What do you get up to outside of work?

I like to keep myself as busy as possible and spend most of my time with my friends and family. I am usually out walking my dog (with the occasional dog friendly pub on the way), eating out, watching a good crime drama, or travelling. Hopefully, I’ll be ticking Thailand off my travel list next!


That would be a great experience. What part of your role have you enjoyed so far? Any tasks / projects that stand out?

I have been very fortunate to be given the opportunity to do number of training courses, including achieving the NEC4 ECC Project Manager’s accreditation and ITIL 4 certificate for IT Service Management, which has strengthened my ability to support our customers. I am also really enjoying being a part of the social committee and organising events for the team. I am a big believer that spending time with colleagues in a social environment really builds great working relationships!


Final question, what’s the next step in your job that you wish to achieve?

I am very excited about assisting with the new updates coming to our software products. The Risk Manager product has evolved immensely, and it’s been so great to see how much the product has grown in the last few years. The team are working on innovating the software and improving on our new and existing modules to ensure our customers get the best out of the solution. We’re also currently rolling out a brand-new version of Contract Manager across our user base. The new system has been written using the latest tech stack and includes functionality requested from our customers involved in our user group sessions. It also gives us the ability to support bespoke contract types, as well as the NEC3, NEC4, FIDIC and JCT suites.


Thank you for taking the time to talk to us Simone. All the best for your future with Sypro!

Meet Customer Services Support Engineer, Leah Andrew
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Meet Customer Services Support Engineer, Leah Andrew