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

As a brand new dad of 2 beautiful little gremlins, let me share this: 

My twins will never...

→Feel alone
→Feel unsupported 
→Feel as if they have to carry all the burdens of this crazy world

They will also never...

→Think that Dad doesn't care
→Think that Dad isn't there for them
→Think that Dad's love is dependent upon any action they could ever take

And they will always...

→Be cared for
→Be encouraged 
→Be mad at me for being in all my books and LinkedIn posts. ;)

And ya'll, let me just say... Dang! They are already so loved. 

---

I'm Jordan Ring, a tired twin dad posting on LinkedIn. I don't know what this post has to do with business, but that's okay. Scroll back to my other posts if you want to learn more about ghostwriting, Lisbon, and LinkedIn. 

PS: Babies’ first time, “Helping Dad get more impressions on LinkedIn.” 😎 Need to get this one on a shirt!

PPS: It's still wild that that apostrophe is in the right place. 

PPPS: I lived in NC for 4 years so yes, I can say ya'll.

I told my wife, “The rain’s going to stop.” This is a story about rain, Murphy’s Law, and why I now understand, "Laugh so you don't cry." 


The girls had a doctor’s appointment today within walking distance. Miranda and my sister (visiting all the way from PA!) walked to the appointment with  twinnies all tucked into their stroller. 

The rain didn’t stop. It only got worse, so after the appointment, I was called on to pick them up. It's interesting to grab 2 car seats, hop into an UberXL, and say, "No babies yet! Ha! Going to pick them up!"

Only to get a confused smile and nod from the driver. Uh oh. He didn't get it... I was in for it. 

I arrived at the pickup spot. Wife and sister all wet. Kids looking a bit weather-worn but not crying yet. 

We needed an extra seat for an adult, but the driver stayed glued to his seat. He didn’t get that there were 3 adults, or that there were 2 babies, or that MAYBE, just maybe, we needed a bit of help, so I had to ask like 7 times to get him to help fold the back seat down.

Then phones fell into the car
Then we had to do stroller Tetris.
Then I stepped in a giant puddle. 
Then both kids started screaming. 
Then a seat belt got stuck under a car seat.

oooo boy. 

We got home eventually. Wet, laughing, and weirdly proud of ourselves for surviving the chaos. 

We’ve learned this in 13 years of marriage: 

Laugh. Take things in stride. And yes: be intentional. Plan. But know that God is laughing while all the while holding you close.  

We're gonna keep on laughing, because what else you gonna do?

“I could never live there”
“I could never charge that”
“I could never do what I love every day”

I was wrong about all 3.

I just needed to stop listening to that stupid little voice that said,
“Play small, Jordan.”

The truth is, I’ve been doing big things for years:

→I left the US with just a backpack
→I started over in Lisbon during the pandemic
→I built my ghostwriting business from nothing.
→I bet on myself and chose discomfort over complacency

Fear guided my steps. 
Now I’ve let risk take the wheel. 
And risk is the spirit guide I will choose every time.

The easiest way to stand out in 2026? Act like you actually like people. You will win more friends and influence more people just by being nice. 


I’ve met insanely talented and successful people I just don't trust (or like very much). And I’ve worked with “average" people who keep getting opportunities thrown at them.

The difference?

Pleasantness
Kindness
A smile

Cliche: People remember how you made them feel.
Truth: People remember how you made them feel.

This is so much more important than a fancy degree, a big bank account, or a nice suit.

And this is how to do it IRL:

→ Say the thing clearly and kindly.
→ Do what you said you would do.
→ Spell their name right. Every time.
→ Give credit fast, take blame faster.
→ Smile on the Zoom call. Yes, it matters.
→ Make the time with you feel so good they can't forget you.
→ If things get heated, stay calm and be the adult in the room.
→ Treat “small” people like they’re important, because they are.

Have fun, be nice out there, and opportunities will bust your door down. 

---

36. New twin dad. Exhausted.
No nearby family support. 
In a foreign country with no safety net.

vs

36. New twin dad. Thriving.
A supportive and helpful community.
Raising 2 beautiful daughters in Portugal on our terms.

99% of your story is what you make of it.

I’m glad I don’t let other people define it for me. 

---

PS: This is the pic I was supposed to post last week, but I chose the "wrong" one. Ha!

PPS: Tell us your story in your terms in the comments.

Impressions matter.

90 days ago, I would’ve been a stalwart member of the "impressions don't matter" camp. 
But I was wrong...

89 days ago, I finally stopped making excuses and started writing better posts. And now, more people than ever are reaching out to:

→Connect
→Ask book questions
→Book discovery calls

People connect when you share something interesting, and "interesting" really just means something unique about you. 

I started talking:

About Lisbon.
About my twins
About my hate for The Polar Express
About my slow-build online writing and business journey 
About the fact that I think the US is a dumpster fire and many Americans are the proverbial frog in the boiling water

And something clicked.
People resonated with me
People got offended by me
People starting wanting to connect EVEN WHEN THEY DISAGREED WITH ME...

Here are ways you can write high-impression posts:

→Give a strong opinion: What do you tell your spouse that you haven't dared utter in a post? Write that. 

→Something interesting about you:  What about you is rare? (not everyone becomes parents. And even fewer people have twins.)

→Your thoughts about your LinkedIn journey

→Season-relevant content or news you can comment on

→What people in your industry are too scared to say

Whether you like it or not,  you will never do well here if you don't take your pants off. (If you take this literally, I'll be very upset). 

Impressions matter.

---

PS: Keep experimenting too. You won't know what really clicks until it does. And then do more of that.

I will write the book with you, not for you. Your ideas, your methodologies, your book. Listen to my podcast interview to get all the juicy deets. 


I went on the Live Blissed Out podcast with Marisa 🎤 🎁 Huston, and yes, the topic was finishing a book.

If you’ve been “thinking about writing a book” for longer than you’re comfortable admitting, and you want to hear me wax about my book passions, this is the episode for you:

https://lnkd.in/ejARspFB

Before you book a discovery call with me, give this one a listen.

I’ve been writing professionally for 10+ years and this has always been true: Your writing voice isn’t something you “discover.” It's something you build with intention. And this is how. 


Your writing voice isn't buried in a cave somewhere. You don’t go on a vision quest with a yoga mat and come back with perfect clarity. Your “true voice” isn’t going to jump off the page and download itself onto your brain. 

Most first time authors make the mistake of thinking their voice is a hidden thing. “If I just write enough pages, it’ll magically show up…”

Voice is a set of decisions YOU get to make:

→Tone.
→Pacing.
→Word choice.
→What you skip.
→What you explain.
→Jokes vs no jokes.
→How blunt you are.
→How much warmth you add.
→Soft language vs hard claims.
→Short lines vs long paragraphs.
→What you rinse & repeat on purpose.
→Your tone and your pacing decisions.

All of it: your choice
None of it: something that needs to be discovered. 

This is actually great news, but it does come with a caveat: your voice still needs to match who you are. Don’t take a stance you don’t believe in. Don’t say, “brah” if you’ve never surfed in your life, and don't kill your best chance at writing that grabs hearts by the valves by taking shortcuts.

You don’t find your voice, you build it. Slowly. Over time. With intention, gumption, and a cherry on top.

If your brand had just 1 vibe, what would it be?

Traditional publishing is wildly overrated. A traditional book deal won't make your book “real.” It just means a room full of strangers said “maybe.” 99% of people should self-publish AND be proud of their choice. 


There, I said it. Come at me with your pitchforks. 

I used to tell my prospects:

“Hey, whatever path you choose is up to you.”

Now I’m bolder,

“You will probably choose the self-publishing or hybrid route.”

Here’s why:

Most people think of a Big 5 deal (The Big 5 are the primary trad publishing houses) like it’s a golden ticket. But even if you get a deal, your book might still sell only 312 copies. (Most books sell under 500 copies.)

Meanwhile, some of the most best books of the last decade started self-published. These authors said, “screw the gatekeepers” and boldly went for it. (Rich Dad Poor Dad, The Martian, The Tale of Peter Rabbit, etc.)

The short of it: Landing a deal with a traditional publisher doesn't guarantee success because there is no guarantee of success. 

For speed to market—the most important factor—self-publishing is the right move. You keep control, you keep the upside, and you don’t have to wait…

→Don’t have to wait for gatekeepers to say yes.
→Don’t have to wait for the book to hit stores (2-3 years on average).
→Don’t have to wait to find the courage to trudge through rejection after rejection. (Even though, this can build character. I guess?)

Traditional publishing works great if you’re famous, connected, or already have a monster audience (but even then, it might not be a great idea), or you have insider connections.  

But for the average smart professional writing a business book, self-publish and be proud. But also do this that 99% of self-pubbers won't do:

→Write a great book. (Vital. It must be stellar.)
→Make it speak to someone and truly help them.
→And for all that is good and holy, market it like you mean it.

Waiting for permission is the excuse you used in 2025. The time for excuses is over.

Getting this right will instantly make your LinkedIn content better: 1) Have something worth saying, 2) say it strongly and without hedging, and then 3) treat people like people in the comments. 


Most "hot takes" are colder than a polar bear in an ice bath without socks. Literally nobody cares. They’re just preferences only you care about. And this is why you're stuck on LinkedIn (it's why I was stuck too FYI). 

It is VERY easy to get this one wrong, so lean in:

✅✅✅

Apple vs Android is a stance because people already have a firm side. 
(I’m a proud Android user and always have been.)

❌❌❌

Google Docs vs. Word is not a stance. Nobody cares.

🔥🔥🔥

Take a real stance in your content:

→Step into an existing fight.
→Make people feel seen or attacked.
→Plant your flag in the sand and defend it with your life. 

Hot takes you can steal (if you actually believe these):

→ Facebook is actually better than LinkedIn for business. 
→ Remote work is terrible. We should all be working from the office.  
→ College is a terrible goal for most kids and we keep pretending it isn’t.

Firm stances I've taken recently:

🔥The US sucks and you should leave like I did
🔥Self-publishing is better for most people (this one is interesting because most people don't care either way, BUT people in my industry have been fighting this battle for the last decade and care a LOT.)
🔥Love Actually is the best Christmas movie, Polar Express is a horror film, and Diehard is a Christmas movie (duh!). 

Take a stance. Back it with your story, a relevant stat, or a very specific example. And when people show up angry, treat them like humans in the comments.

This works on LinkedIn because it:

A) Gives your profile much needed attention 
B) Shows that you are someone worth listening to
C) Makes people feel seen, heard, and cared for in the comments. 

People ignored my posts for years because I didn't take a stance. Now I'm spicier, and that has unlocked LinkedIn.

What "hot take" do you need to start posting about?
What "hot take" do you sometimes post about that no one cares about?

---

"Hey, what do you do?"

Ugh. This question is annoying and difficult to answer. 

We are more than what we do for work, right?

Jared Hamilton helps ease your mind. You don't have to have the perfect 30-second answer. 

On our recent episode on The Coachability Code podcast, Jared drops so many wisdom bangers. 

→Don't try to shrink identity to sound clean online, own your complexity and be proud of it.
→Coachability shows up when you get humble not when you think you know everything already.
→Pain can crack people open in a good way by creating a willingness to learn.

I could listen to this guy talk all day. 

But if you have a break today, spend 46 minutes with us here:

https://lnkd.in/eP8K3F7g

---

I fought for this. I quit a decent paying job for this back in 2017. I hustle for this because I'm never going back...


I love what writing full time lets me do:

→Cook most of my own food.
→Meditate or lift weights in the afternoons.
→Spend slow afternoons chatting with Miranda.
→Go to a cafe every Monday morning with... You guessed it! Miranda. 
→Say yes to padel games at all times of day (and when the kids are "okay" with it.")
→Travel whenever (and wherever) I want. (The kids are gonna come with, but let's see how that goes. Ha!)

But writing also "lets" me:

→Spend Friday nights writing 
→Spend every Monday morning writing
→Not get paid to take time off (what's PTO?)
→Agonize over work that isn't quite there yet.
→Spend every Sunday afternoon writing while everyone else is napping

There is so much awesome... and so much that feels like a grind over time...

But I'd choose this path again every damn time:

->The ability to prioritize my health.
->The amount of time I get to spend with my family.
->The joy of seeing my work in print (even if my name isn't on the cover)...

I love all that writing is. The cherishable and the terrible. And I am beyond grateful for all of it.

---

Surprise surprise... Here I am talking about coaching again. But this time it's with my good friend and life/business mentor Christian Lessing


Our conversation landed on trust, and dang, this convo needs to be shared.  He broke down what trust really looks like with a simple framework he uses all the time.

CRIS.

Credibility.
Reliability.
Intimacy.
Divided by self interest.

Credibility gets you in the room.
Reliability proves your stay value. 
Intimacy is where you actually connect.

But the second self interest takes over, you poke a hole in trust. And then it starts to leak everywhere, and not even an duct tape can fix it. 

If you care about coaching, leadership, or building real trust with people, this episode is worth your time:

https://lnkd.in/euzyNd-U

taplio

The Battle

Fabio Sausen

Jordan Ring

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The Battle

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Jordan Ring

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