Sophie Moore
Operations Manager, AMVIA
Professional Biography
Sophie Moore is AMVIA's Operations Manager, responsible for the quality and consistency of service delivery across all managed IT clients. She oversees the support operations function, including the helpdesk team, SLA performance, escalation processes, and client onboarding. If AMVIA's technical team is responsible for what is delivered, Sophie is responsible for how reliably it is delivered.
Sophie joined AMVIA from an MSP background where she spent several years as a service desk team lead before moving into operational management. That frontline experience gives her a practical understanding of what frustrates clients and what makes support feel genuinely useful — and she has applied those lessons to designing AMVIA's support workflows.
A core focus of Sophie's role is continuous service improvement. She manages AMVIA's internal ticket quality review process, monitors SLA adherence across client accounts, and leads regular reviews to identify patterns that indicate recurring technical issues or gaps in client communication. She was instrumental in developing the client onboarding process that AMVIA now uses, which includes structured technical discovery, early-life support monitoring, and a 90-day review meeting.
Sophie also manages relationships with third-party vendors and sub-contractors involved in service delivery, ensuring that AMVIA's standards are maintained wherever clients interact with the broader support chain. She holds an ITIL v4 Foundation certification and has completed ISO 27001 internal auditor training, which informs her approach to information security in service processes.
Areas of Expertise
Service Desk Operations
Running high-quality helpdesk functions — staffing, tooling, workflow design, and the quality standards that make support genuinely useful to clients.
SLA Management
Monitoring, reporting, and improving SLA performance across AMVIA's client base, with proactive escalation when risks are identified.
Client Onboarding
Leading structured onboarding processes that get new clients fully integrated into AMVIA's support model within a defined, predictable timeframe.
Process Improvement
Identifying and eliminating inefficiencies in service delivery processes through data analysis, root cause review, and structured improvement cycles.
Team Development
Developing the capabilities of AMVIA's support team through training programmes, knowledge management, and structured peer review.
ISO 27001 & Compliance
Applying information security management principles to service operations, ensuring AMVIA's processes meet the standards clients in regulated sectors require.
Questions about how AMVIA's support works?
Sophie leads the team responsible for service delivery quality at AMVIA. If you want to understand how our support operates, what our SLAs cover, or how we onboard new clients, she is happy to walk you through it.