Sophos to offshore American support operations

An extract of the original memo

Subject: Organizational Announcement

Team,

The mission of the Support organization is to delight partners and customers while enabling growth and I am very excited about the progress we are making. We are doing our part to support the great performance from our sales teams to drive billings growth, and our net promoter scores continue to rise, which is encouraging. To continue to make progress to support our mission, we have made some changes in our organizational structure that I wanted to share with you.

Globally, all teams will be aligning around the work we do. This will allow each team to clearly know what work and outcomes they are accountable for delivering. To enhance our relationships and focus with our cross functional partners, we will provide single points of contact to align with each sales regional VP and with each GM/product team. As part of this, we are making the following changes:

• Global Escalation (GES). Alignment to a single GM/product group – we will have one leader for ESG, one for NSG and one for Cloud:
• NSG GES team, which will combine Gateway and UTM, will be led by Dominic Schmidl
• ESG GES team, which will combine Data Protection, Mobile and Endpoint, will be led by Thomas Weber
• Cloud GES team will be led by Emile Kenning
• DACH, Western Europe, and NEEMEA. Support for DACH will be combined with the Western Europe/NEEMEA Service Delivery leader, and will be led by Pino Kienlin.
• UKI. Support for UKI will move out from Europe and will report directly to me. UKI will be led by Anne Anderson.
• APAC. Support for APAC will not change. This team will continue to be led by Jamie Matheson.
• Japan.  Support for Japan will not change. This team will continue to be led by Tomoho Inoue.
• Americas. We will be making changes in our North America organization which will allow for clarity in team composition, improvements in our paid services delivery and the ability to provide proactive support. We will establish two primary centers for America’s support – Vancouver and Manila. As part of this change, we will remove first level support from Burlington, and move that work to our two primary Support centers. The Americas team will continue to be led by Bruce McDonald. Here are the other changes we will make in the Americas support organization:
• Create first level support for all paid North American customers in Vancouver
• Provide additional first level support resources for our standard support customers in Manila
• Provide additional second level support resources for all customers in Vancouver
• Create new proactive support roles in Vancouver who will reach out proactively to help customers and partners prior to their needing to contact support
• Create dedicated first level support resources for Sophos Cloud for North America in Burlington
• We will now have 5 team leaders across Manila and Vancouver to ensure the right coverage and support for team members

Going forward, as our business continues to grow; we also will grow our support capabilities, both through efficient use of new technology, tools, and process, as well as additional team members. We expect to grow our teams in all our key Support centers across the globe in Abingdon, Ahmedabad, Karlsruhe, Manila, Sydney, Tokyo, Vancouver, and Wiesbaden.

Thank you for all your contributions and hard work. With these changes I am confident we are setting ourselves up for continued success and providing a level of service that delights our customers and partners.

Mary Winfield

SVP Global Support Tel: [redacted]