Grant Sim
Beith,North Ayrshire
Summary
10+ years across Banking and Telecommunications in Relationship/Event/Incident Management with a proven ability to lead high-pressure incident response, restore critical services, and protect business continuity in complex, 24/7 environments. Adept at coordinating cross-functional technical teams, senior stakeholders, and third-party suppliers to drive rapid resolution while maintaining clear, confident communication throughout the incident lifecycle. Strong background in ITIL-aligned processes, root cause analysis, and post-incident review, with a consistent focus on service improvement, risk reduction, and operational resilience. Recognised for calm decision-making under pressure, stakeholder trust, and the ability to turn incidents into opportunities for learning and maturity.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work history
Fixed Line & Converged Duty Manager
Vodafone Business
Glasgow
2022.11 - Current
- Providing senior operational leadership for 8 direct reports per shift, ensuring effective ITIL-aligned Incident Management and service continuity.
- Leading response to P1–P4 incidents, prioritising workload, allocating resources, and maintaining SLA adherence across operational queues.
- Out-of-hours senior escalation point, coordinating internal/external resolver teams and managing key stakeholders to restore service and mitigate impact.
- Driving team performance and capability through structured 1-to-1s, coaching, and maintenance of skills matrix to ensure resilient incident coverage.
- Conducting monthly quality assurance and performance reviews, identifying risk, trend, and continuous improvement opportunities.
Lead Escalation Advisor
Vodafone Business
Glasgow
2022.07 - 2023.04
- Owned first-line escalation and jeopardy management for P3–P4 incidents, proactively driving resolution and protecting SLA and OLA performance across multiple operational queues.
- Identified and addressed systemic process, tooling, and performance gaps, embedding ITIL-aligned continual service improvement actions to reduce service risk and repeat incidents.
- Supported Duty Management through targeted coaching and performance feedback, improving incident handling quality and escalation effectiveness.
Service Desk Advisor
Vodafone Business
Glasgow
2020.02 - 2022.07
- Owned end-to-end first-line fault management for P1–P4 incidents, ensuring all tickets were validated, progressed, and resolved in line with agreed quality measures whilst providing clear, timely updates aligned to client SLAs and service expectations.
Relationship Manager
Barclays
Glasgow
2017.04 - 2019.12
- Managed portfolio of new and existing Premier Banking clients, delivering compliant, high-quality service while driving customer satisfaction, retention, and business growth through tailored financial solutions.
- Conducted structured financial reviews to identify client needs and opportunities across mortgages (residential and buy-to-let), lending, and savings, collaborating with advisers to deliver sustainable outcomes.
Education
St. Andrews Academy
Saltcoats, North Ayrshire 2003.08 - 2008.06
Skills
- Strong commitment to delivering outstanding customer and colleague experiences
- Demonstrated ability to resolve complex and major incidents within high-availability, high-transactional technical environments
- Calm, methodical leader who influences effectively under pressure and collaborates to achieve optimal outcomes
- Highly effective at building and sustaining trusted stakeholder relationships
- Clear and confident written and verbal communicator across all levels of seniority
- Analytical and critical thinker with strong problem-solving capability
- Proactive self-starter who takes ownership and drives situations to resolution
- Hands-on experience across Event/Incident Management
References
References available upon request.
Timeline
Fixed Line & Converged Duty Manager
Vodafone Business
2022.11 - Current
Lead Escalation Advisor
Vodafone Business
2022.07 - 2023.04
Service Desk Advisor
Vodafone Business
2020.02 - 2022.07
Relationship Manager
Barclays
2017.04 - 2019.12
St. Andrews Academy
2003.08 - 2008.06