Devexperts

1. Service Delivery Management:
Ensure compliance with the procedures, instructions, KPIs, and support contract commitments,
Lead an onboarding process of the client during the production launch,
Communicate with the client via telephone, e-mail, or IM to report the current status of the issues,
Oversee the resolution of major incidents, ensuring timely communication and resolution,
Take responsibility for completing the support contract conditions.

2. Process management:
Organize and supervise giving estimations, planning and executing maintenance routine operations & project development tasks in frames of the support team,
Manage the process of investigation of the technical issues;
Manage tasks related to the bug fix of the product.

3. People management:
Manage a project support group in the Maintenance and Support department,
Organize and manage the workload of the team and their backlog.

4. Service Improvement:
Identify opportunities for process improvements and implement best practices to enhance service delivery,
Identify opportunities to enhance the teams' active monitoring and reporting,
Report on key performance indicators (KPIs) with the required stakeholders.

Service Delivery Manager

Philip Morris International

- Lead the operational support for B2C and global communication areas, managing services across 60+ countries in all continents.

- Act as the primary point of contact (SPOC) for key market stakeholders, handling escalations, delivering periodic reports, and aligning expectations to ensure customer satisfaction.

- Drive continuous service improvement by implementing automation solutions, reducing support costs, and optimizing performance for end users.

- Define and monitor critical KPIs including SLA, SLO, aged incidents, MTTR, and NPS to maintain high service standards.

- Enhance Mean Time to Resolution (MTTR) and boost Net Promoter Score (NPS) by applying customer-centric principles and improving support strategies.

- Oversee support for complex solutions involving multiple systems (Salesforce, AWS, SAP, Adobe, Twilio, azure, ...), ensuring timely responses and resolutions.

- Provide functional advice and training for new market onboarding, ensuring smooth transitions and service continuity.

- Manage vendor service quality, establish effective reporting mechanisms, and maintain clear communication with internal stakeholders.

- Lead production support onboarding for new teams, ensuring operational readiness and process alignment.


Key Achievements:

- Reduced incident resolution time by 30% through proactive issue management and automation.
- Improved NPS in 40 pp by implementing feedback loops and customer-first support practices.

Senior Service Delivery Manager

Retail Consult

- Led the Service Management practice, standardizing the SDM processes by developing a customized way of working based on ITIL 4.

- Established a Shared Services structure to provide centralized support for multiple clients, improving efficiency and cost management.

- Managed B2B customer relationships across EMEA and Asia, overseeing account revenue, margins, and customer satisfaction.

- Lead pre-sales efforts for new support accounts, estimating effort and cost, preparing SOWs, and presenting tailored service solutions to potential clients.

- Supervised end-to-end support operations, ensuring incidents, requests, and problems were effectively handled via ITSM tools like ServiceNow.

- Developed and maintained service reports, monitoring KPIs such as SLAs, MTTR, and NPS, and delivering insights to clients.


Key Achievements:

Increased client satisfaction by 25% through enhanced service procedures and KPI management.
Successfully onboarded multiple large-scale clients, ensuring seamless transitions to support.
Implemented a centralized support model for retail and supply chain clients, optimizing operations and reducing downtime.

Head of Service Delivery Management

- Managed a high-profile support account for a major British e-commerce retailer, ensuring a smooth transition from project to support phases.

 Supported testing and post-go-live stabilization, producing detailed service procedures and runbooks.

- Regularly discussed SLAs and generated periodic reports to monitor and optimize KPIs.

- Played a critical role in establishing a Shared Services structure, centralizing support for retail and supply chain clients.

- Collaborated with client stakeholders to ensure service alignment and continuous improvement.


Key Achievements:

- Reduced post-go-live issues by 30% through effective knowledge transfer and documentation.

- Improved operational efficiency for retail clients through centralized support and proactive problem management.

Logic Information Systems

- Established a Shared Services support structure to manage multiple retail clients, streamlining operations and reducing costs.

- Managed the pre-sales process for B2B support accounts, estimating costs, preparing SOWs, and presenting service proposals.

- Provided Oracle Retail support to a travel retail client across Brazil and Italy, focusing on merchandise, fiscal, and planning modules.

- Led a 14-member support team, across Brazil and Portugal, ensuring high-quality service delivery.

- Played a pivotal role in migrating the ITSM tool from Redmine to ServiceNow, improving incident handling and reporting.

- Presented weekly progress indicators to the account manager, showcasing account evolution and service improvements.


Key Achievements:

- Improved client satisfaction by reducing incidents by 15% through process improvements.
- Migrated ITSM tool to ServiceNow, streamlining incident and knowledge management.
- Implemented a support structure for large retail clients, ensuring scalable and efficient service.

Senior Service Manager

- Managed Oracle Retail support transitions, setting up initial support processes and defining team sizes and scopes.

- Established initial knowledge bases and managed the first six months of support for new accounts.

- Played a key role in establishing centralized support processes for multiple retail clients.



Key Achievements:

- Ensured smooth service transitions for multiple Oracle Retail clients.
- Enhanced support scalability through the implementation of centralized knowledge management.

Service Transition Manager

- Delivery Manager for Oracle Retail support and development for Latin America's largest e-commerce company.

- Supported ORMS and ORFM modules, developing enhancements to meet the growing demand in a dynamic market.

- Contributed to the development of a Shared Services support model to handle multiple retail accounts efficiently.


Key Achievements:

- Successfully developed improvements that absorbed a 40% increase in system usage.
- Streamlined support operations for large retail clients, ensuring continuous service improvement.

Service Manager

Wipro Technologies

Three years of experience in Application Support and Maintenance. Experience with management, support, development, and Maintenance of Oracle Retail. I participated in a project supporting Brazil's most prominent e-commerce retailer.

Oracle Retail Senior Consultant

I Help IT Company Leaders Transform Their LinkedIn Profiles into Client Magnets | 7 x LinkedIn Top Voice

I am an accomplished Senior Service Delivery Manager with a strong track record in IT operations management and vendor management. With years of experience leading large, cross-functional teams in the delivery of high-quality IT services, I specialize in optimizing service operations and enhancing vendor relationships to consistently meet and exceed SLA and KPI targets.

In my career, I’ve successfully overseen global IT operations, managing multi-vendor environments and ensuring seamless integration across multiple platforms such as Oracle, Salesforce, and AWS. My expertise in vendor management has been instrumental in negotiating service contracts, driving performance improvements, and implementing cost-saving initiatives through automation and streamlined processes.

A key focus of my work has been aligning service delivery with customer-centric metrics such as Net Promoter Score (NPS) and Mean Time to Resolution (MTTR), ensuring that both operational efficiency and customer satisfaction are prioritized. I have led the development and implementation of ITIL and ISO 20000 service management practices, driving operational excellence and boosting team productivity.

With extensive experience managing global service operations and large teams across multiple regions, I excel in high-stakes environments that require quick decision-making and a focus on results. My ability to deliver consistent service quality, while maintaining strong vendor partnerships, makes me a valuable asset in any organization looking to optimize its IT service delivery.

Fabio Sausen

Business Book Ghostwriter ✍️ | Big-Picture Editor 👍 | Multi-Book Author 🔥| American Living in Portugal 🌏 | My collaborative process helps coaches, business owners, and thought leaders build their brands with a book.

You've started and stopped... Started and stopped. And probably started and stopped again... If you've been sitting on your book for years... Welcome! DM me now to start for real this time.I'm Jordan, and I help coaches, leaders, and entrepreneurs write books that build authority, attract exciting opportunities, and leave behind a timeless legacy. (I also have it on good authority that writing a book with me is FUN too, so there's that!)Three ways to work together:🔥Ghostwriting: I take your best ideas and turn them into a finished book you’re proud to share. 🔥Book Coaching: I guide you through the process so you can write your book with clarity, confidence, and without the nagging doubt that you’re just wasting your time—because you're not. 🔥Developmental Editing: I help shape and strengthen your manuscript so your message comes through loud and clear.Working with me means your book won’t die on Google Drive. Instead, it becomes a tool that helps you grow your business, open doors to speaking engagements, and shares your story in a way that connects with people before they ever meet you. This is the power of books. This is what you’re ready to unleash into your life and business. If you’re serious about writing a book, grab a free copy of Nonfiction Alchemy, my complete and in-depth guide for turning your untethered ideas into a powerful book that works for your business. DM or email your request to Jordan@jmring.com. This is the best way to get to know me and empower your book-writing dreams. But don’t just take it from me. This what clients are saying:📢 “It’s less and less common to work with people who exceed your expectations, who do much more than the things that are required, and it speaks volumes to the pride they take in their work. Bring your ‘A’ game in working with him, because he is bringing his.” —Brian Dyer, Business Consultant📢 “He’s knowledgeable about the process, super responsive, and has great attention to detail. He always goes out of his way to make sure there’s quality work being done. So, I can’t recommend highly enough working with Jordan if you get the chance.” —Sandy, The Padel School📢“It’s been a wonderful journey with Jordan. He really couldn’t be better, and this experience couldn’t have been better.” —Dr. John Y. MD📢“My book evoked emotion before. However, after Jordan sprinkled it with his expertise, it became something powerful. For that, I’m forever grateful for the mastery of this man. I can’t thank him enough.” —Jono G.👉 DM me here or email me at Jordan@jmring.com to get started.

Jordan Ring

Most writers just guess their readers’ problems.
I read 3-star reviews and let the readers tell me.


I do a rigorous competitive analysis for every client, and it is one of the most important parts of my process. 

We pull 25 books that are competition for the book we're writing. 
Then we study the reviews across Amazon and/or Goodreads.

3-star reviews show us how find the gaps the book needs to fill. 

Real people tell you what gaps need to be filled.

→They tell you what sucked. (do less of this)
→They tell you what they loved. (do more of this)
→They tell you when they stopped reading. (be scared of this)
→They tell you where the book contradicted itself. (be aware of this)
→They tell you what they wished the author covered. (add to your outline)

3-star reviews for Atomic Habits:

→ "Another criticism I have of this book is that it could have been even shorter. The last few chapters under “Advanced Tactics” that deal with the topic of mastery were the weakest in the book. While there is an obvious connection between habits and mastery, trying to tie in a topic as complex as mastery was perhaps too ambitious." 

⬆️(I found this helpful 3-star review for Atomic Habits in 17 seconds) ⬆️

→ "Did not live up to the hype. There’s good material here, and easy-to-follow strategies to improve our habits, but I found it a chore to wade through. My interest ebbed and flowed and ironically, I felt it could be the book to undo my healthy reading habits and routine."

→ "I tried to get something out of this book but most of it was just common sense."

This is how to do it for your book:

1. Go to Goodreads/Amazon
2. Type in your keywords
3. Find competitive books
4. Click on reviews. 
5. Filter 3-stars
6. Use your brain (not being facetious here.)
7. Write down what stands out.

You have an awesome idea for a book
Make it better. 
Find the gaps.
Fill the gaps. 

Save this post
And tell me,
Do you love or hate research? (I love it...)

---

PS: I actually hate Atomic Habits. Boring. Soulless. Not my cup of tea. I'm gonna go leave my 3-star review now. 

PPS: Don't use AI for this process even though you could. Use a human touch. You will catch nuance you would never see in a summary. Feel the frustration behind the words.

What I learned from scheduling 31 virtual coffees in the last 90 days. (It’s not all good)


Some of you will be excellent referral partners. 
Some of you didn’t even show up.

Some of you made my day.
Some of you didn’t smile. 

Some of you will send me intros.
Some of you won’t bother.

Some of you will get great intros from me. 
Some of you will never hear from me again. 

Some of you will become IRL friends with me. 
Some of you I wouldn’t have a beer with.

What I’m really learning about networking:

→Talking more about what I do is a good thing
→No person is less valuable than anyone else. 
→Smiling on a Zoom call matters a lot. 
→I’m allowed to have bad days too. 
→I am not a fit for everyone.
→No call is a waste of time.
→You get what you give.

How many VCs is too many?
How many is too little?
How many of you done in the past 90 days?

---

PS: Erin Galyean, all the good things in this post apply to you. :) Thanks for this awesome pic!!!

Your boring content is putting me to sleep. You're not doing anything interesting, but you still want to be a thought leader. Uh oh. See the gap, Champ?


Because I am writing a book, I have something to say. 
Because I am starting a podcast, I have something to say.
Because I am going to conferences, I have something to say.
Because I am always reading, I always have something enough to say.
Because I've been posting on LinkedIn for 2 years... Yeah, I got some words.

I'm not any better than you. 
Far, far, FAR from it. 

But I am doing and failing regularly. 
So that I can share what I learn with you. 

You can't be a leader of thoughts without:

→Falling on your face.
→Starting projects that fail. 
→Experimenting out in the real world
→Talking to real people about real things.
→Doing something, somewhere consistently. 

Too many people want the cake without cracking any eggs. 
But you need to Jump in that cake mix and start dancing around. 

Because:

→People who break things learn how to fix things. 
→People who connect with people learn how to connect people. 
→People who laugh, cry, and bleed are the ones with a story worth telling.

These people are the thought leaders we actually trust. 

If you want to be a thought leader, 
give yourself something real to talk about.

Do something. Anything. And then tell us about it.
The real secret here is that everyone has the capacity for thought leadership,
but this doesn't happen behind a computer screen. 

This is the new age of content. 
I'm here for it. 

What are you doing right now worth sharing? 

PS: Naps are an acceptable "thing to do." Maybe we need more nap pics on LinkedIn. No? Yeah... I regret this pic already.

Most Indie authors are broke because they publish for the wrong reasons. I was one of them. In 2015, I was an underpaid indie author playing a losing game. 


When I published my first book back in 2015, I had high hopes:

→I hoped I could quit my job.
→I hoped I would become a NY Times Bestselling author.
→I hoped I could move to a private island and sip margs by the beach.

Nope. Nope. And definitely nope.

After I published my own business book last year, this is what they tell me:

→“Your book is so generous.”
→“Jordan, I can’t wait to work with you.”
→“I read your book before joining this call.”

And probably most importantly,

"Yes."

I’ve learned in my decade in this industry that most Indie authors publish for all the wrong reasons. And this is why most of them are broke. 

And that’s not a jab at these authors. 
I used to be one, remember? 

But this is why I turn away indie authors asking for my help:

⟩Indie authors hope a book saves them.
⟫Business authors use a book to grow what already works.

⟩Indie authors cry over paltry royalty checks.
⟫Business authors know the value of relevance and trust.

⟩Indie authors publish and pray.
⟫Business authors publish because they know they’ll convert.

Business-minded authors think differently about their book and I love them for it:

→They aren’t afraid to invest in expert guidance.
→They write for the buyer, not just for search results.
→They treat every story as a way to support the reader.
→They design the book to earn trust before the very first call.
→They know that writing the book will help clarify their offers and messaging. 

One path gives you $5 per copy sold.
The other path gives you a busting pipeline.

Which one do you want?

---

What’s the biggest mistake you see people making in your industry? 
Call it out and let’s brainstorm ways to improve.

I’ve been sprinting through life with the grace of a baby giraffe. Weirdly, it’s helped me grow my business.


You know those lines at the airport that say, “Keep moving, don’t stop.”?

If I followed these directions, I’d break something. 

I knocked a Walmart sliding door off its hinges once. Lucky for me, the greeter was on break…

My herky-jerky movements and quick-walking nature cause me to:

→Drop my phone onto my face 3x daily
→Measure salt while slamming my face into the cupboard door. 
→And yes, run into sliding doors at full speed. 

My parents yelled SLOW DOWN!
My wife just laughs and sighs.
But my clients applaud. 

I’ve become someone who:

→Keeps moving (always writing my own book)
→Keeps dreaming at all costs (no goal is too big)
→Keeps body slamming doors (gatekeepers don’t stand a chance)

Slide the door if you can.
Run into it full speed if you must. 

If you want to work with someone who’ll charge the gates for you. 
Who will always answer your questions honestly and openly. 
Who will drag you over the finish line if you need it...

Let’s talk. But you gotta keep up! I’ll leave you in the dust.
At least until the next sliding door knocks me out. 

What is one weakness you’ve turned into a major strength?

---

"Hit me with a compliment, roast me, then compliment me again.” said no one ever. 


This is one of my favorite clips to come from The Coachability Code Podcast so far. 

Thanks Hank Wethington for sharing this 1-minute masterclass on feedback.

Because as he says:

"No one ever picks the feedback sandwich. People usually want direct feedback."

And here’s what this conversation really turned up the heat: Even though most people say they want direct feedback, direct feedback only works if you have trust. 

Trust from the person giving the feedback.
Trust from the person receiving the feedback. 
Trust that flows from both sides. 

Without trust: Walls go up. People get defensive. The feedback tastes like a moldy Reuben.

Build trust first and then give feedback. Serve up feedback that not only tastes okay, but is actually helpful. 

How do you like to receive feedback?

Listen to the full episode now on Spotify: https://lnkd.in/d5qdikvk

Or YouTube: https://lnkd.in/dVDNVhFF

And subscribe for weekly episodes from some of the best coaches I know. 

---

If you already cant write your way out of a paperbag...

you definitely can't escape with help from AI. 

good writers: AI is good news. 

bad or lazy writers: buh bye

also, follow Adam Knorr.

seriously. 

top 5 people on LinkedIn in my book

Getting financial advisors millions of dollars & impressions | $20+ million in capital & AUM raised from LinkedIn | 100+ million client impressions | 400+ meetings booked | $1+ million in client courses sold

Anthropic (the company that created Claude) is hiring two writers for $255,000-$320,000. 

The ultimate irony:

AI is making the best writers *more* valuable.

The more people lean on AI for writing, the fewer talented writers exist.

The fewer talented writers exist, the more valuable they are. 

The more valuable they are, the more they get paid.

AI is making writing a high-income skillset.

I suggest you learn how to do it.

taplio

The Battle

Fabio Sausen

Jordan Ring

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The Battle

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Jordan Ring

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Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Jordan Ring's LinkedIn Performance

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