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

IT Visionists

With a decade of dedication to transforming businesses through technology, I founded IT Visionists to help start-ups and SMEs streamline their operations. Since 2013, I have been revolutionizing organizational operations, optimising processes and workflows for enhanced productivity and growth. We empower businesses and their employees to reach their full potential through our tailored services.  Our expertise lies in task management tools setup, working with leading platforms like Monday.com, Jira, Asana, Trello, and Clickup. As trusted partners of Clickup, Monday.com, and Asana, we have successfully implemented these tools to boost collaboration, improve project management, and drive efficient task execution.

Our team excels in CRM setup, including platforms like HubSpot, PipeDrive, and Zoho CRM. Our CRM implementation expertise enables businesses to effectively manage sales pipelines, enhance lead generation, and nurture customer loyalty. Furthermore, our comprehensive project management solutions ensure precise and excellent execution of initiatives from inception to completion. We provide the necessary tools and guidance to successfully deliver projects on time and within budget. Going beyond project management, we specialize in systems automation and integration, leveraging cutting-edge technologies to automate tasks, streamline workflows, and achieve optimal operational efficiency.

Key Accomplishments:
•	Supported hundreds of businesses to thrive by identifying improvement areas and implementing transformative solutions – this led to a doubling of efficiency and cost savings.
•	Partnered with clients to analyse current processes, develop tailored strategies, and guide them through workflow and process improvements.
•	Facilitated personalized sessions and interactive workshops to equip clients’ employees and teams to make the most of available tools and technologies - resulting in high morale, maximized potential, and a two-fold increase in efficiency.

Founder | Process & Systems Specialist

VIZZON

Director of Operations

Dungeon In A Box

At Dungeon In A Box, an immersive tabletop gaming company, I played a vital part in propelling the company's success and fostering its growth. As the Operations and Project Manager, I excelled in overseeing the execution of diverse projects, ensuring timely delivery, adherence to budget constraints, and uncompromising quality. With meticulous attention to detail and a strategic mindset, I efficiently managed project schedules, allocated resources, and orchestrated cross-functional teams to achieve outstanding outcomes. 

In my role as an Operations Analyst, I leveraged my analytical skills to identify opportunities for process optimization and efficiency enhancement. By delving into data analysis and evaluating performance metrics, I provided invaluable insights and recommendations to drive continuous improvement. Collaborating closely with the team, I identified pain points and implemented targeted solutions to address bottlenecks and streamline operations. Furthermore, I consistently showcased my proficiency in project management, leveraging industry-leading tools and methodologies to ensure the seamless delivery of complex projects. 

Key Accomplishments:
•	Introduced ClickUp as a customized project management tool, tailored specifically to Dungeon In A Box's unique needs. This implementation streamlined our processes, fostered collaboration, and heightened project visibility –  which led to enhanced productivity and increased customer satisfaction.
•	Leveraged expertise in ClickUp, Slack, and Trello in navigating intricacies – fostered transparent communication, strengthened team collaboration, efficient task management, and enabled efficient task tracking for teams.

Project Manager | Management Consultant

Compu Solutions USA

I had the opportunity to lead and drive success within a distributed remote team, playing a pivotal role in orchestrating projects, fostering collaboration, and implementing efficient project management strategies.

With a deep understanding of Agile methodologies, I expertly applied Agile Project Management principles to ensure seamless project execution. Guiding our distributed team, I navigated the challenges of remote work and facilitated effective communication, collaboration, and productivity. By leveraging Scrum practices and Agile frameworks, I orchestrated the seamless flow of work, enabling the team to adapt swiftly and deliver exceptional results.

Key Accomplishments:
•	I spearheaded the setup and implementation of Jira, customizing it to fit the unique needs of Compu Solutions USA. This empowered the team to track tasks, monitor progress, and enhance overall project visibility. 
•	Optimized project workflows, facilitated efficient task management, and promoted transparency throughout the organization.
•	Leveraged skills in process improvement, rigorous analysis, and strategic thinking to quickly identify inefficiencies, streamline operations, and increase productivity/service delivery.

Project Manager

Mobilize

At Mobilize, I led systems integration and setup, leveraging my expertise in a range of powerful tools. From Atlassian Jira Software and Confluence to GSuite, Asana, HubSpot, Slack, Spark Email, and HubStaff, I ensured seamless integration and customization of these platforms. By setting up Confluence spaces according to best practices and configuring HubStaff, I facilitated efficient collaboration and enhanced project management capabilities.

In my role as an Operations Specialist, I analyzed workflows to gain insights into current practices and identify areas for enhancement. Drawing upon my expertise, I made valuable recommendations to optimize day-to-day operations and provided the team with the tools and strategies necessary to achieve their goals.

Key Accomplishments:
•	Reviewed, updated, and streamlined work processes with meticulous analysis, resulting in increased efficiency, productivity, and a significant reduction in turnaround time. 
•	Documented and updated workflows, fostering transparency, and consistency – enabling the team to work more effectively and efficiently.

Operations Specialist

Artdatabase

In this dynamic role, I oversaw and optimized various aspects of administration, ranging from human resources to office management and beyond. With a keen eye for detail and a passion for efficiency, I implemented streamlined systems and processes that significantly enhanced productivity and organizational effectiveness. I played a pivotal role in office management, optimizing workflows and enhancing operational efficiency. I introduced digital tools and automation to streamline administrative tasks, reducing manual effort and freeing up valuable time for strategic initiatives. By implementing effective communication channels and establishing robust administrative processes, I fostered a cohesive and collaborative work environment.

Key Accomplishments:
•	Drove change and led cross-functional teams, resulting in a significant increase in operational efficiency and improvements in project delivery timelines.
•	Fostered strong relationships with stakeholders at all levels – boosting customer satisfaction and improving client retention.
•	Identified opportunities for improvement and implemented effective solutions, leading to a reduction in operational costs and a marked increase in revenue.

Director Of Administration

ThermaBags 

As a Business Process Consultant at ThermaBags, a thriving e-commerce business based in Sharjah, United Arab Emirates, I took a deep dive into the company's existing processes and analysed every step, identifying areas for improvement and optimization. Drawing upon my experience and industry best practices, I developed comprehensive process workflows that enhanced efficiency, productivity, and customer satisfaction.

By collaborating closely with cross-functional teams, I gained valuable insights into their unique needs and challenges. This allowed me to tailor the process workflows to meet their requirements, ensuring seamless operations and smooth communication across departments. The result was a cohesive and synchronized workflow that facilitated better collaboration, minimized errors, and maximized productivity.

Key Accomplishments:
•	Enhanced the overall customer experience through optimized operations and efficient processes that minimized errors – which led to improvement in customer satisfaction ratings.
•	Facilitated smooth communication and collaboration across departments, resulting in a significant reduction in time spent on coordination and handovers.
•	Achieved an increase in sales revenue through improved operational efficiency and enhanced customer satisfaction.

Business Process Consultant

Pay Cat

As a Project Manager, I took charge of day-to-day communication with team members, facilitating effective collaboration and coordination. By leveraging my strong interpersonal and communication skills, I fostered a cohesive work environment where everyone had the necessary information to perform their tasks efficiently. Through regular meetings and updates, I ensured that the team was aligned and motivated, enhancing overall project performance.

In addition to communication, I excelled in project planning and task allocation. With a strategic mindset and a focus on delivering results, I planned project timelines, allocated resources, and set clear objectives. By leveraging Asana's robust features, I tracked progress, identified potential bottlenecks, and proactively addressed any issues that arose, ensuring that projects stayed on track and met deadlines.

Furthermore, I provided regular reports to clients, offering them valuable insights into project progress and milestones achieved. With weekly updates, I kept clients informed and engaged, building trust and fostering long-term relationships.

Key Accomplishments:
•	Led a seamless migration from Basecamp to Asana, resulting in a 90% reduction in system transition time and a 95% adoption rate among team members.
•	Carefully planned and executed the transition, minimizing disruptions and ensuring uninterrupted project operations, leading to a 20% increase in overall productivity.
•	Collaborated closely with the team to align project templates in Asana with business needs, leading to a reduction in task setup time and improved workflow efficiency.
•	Enhanced productivity by streamlining workflows, reducing task redundancies, and achieving a 15% improvement in project delivery timelines.

Leverage Point Digital

In this position, I played a vital role in driving operational efficiency and ensuring seamless client onboarding, working closely with a talented team to streamline processes, implement new systems, and deliver exceptional service to our clients.

One of my primary responsibilities was assisting in client onboarding, where I focused on a smooth and efficient process to kickstart new projects. I crafted SOPs with a level of detail that ensured flawless execution. I setup Zoho Projects with customized templates for projects.

In addition to client onboarding, I actively participated in various operational activities. I provided support to the team by resolving access issues promptly and coordinated with contractors to create comprehensive reports and dashboards for our clients. I continuously worked on improving organizational processes, creating flowcharts, and implementing new systems as needed. Furthermore, I played a key role in training employees on these new systems and processes, empowering them to work efficiently and effectively.

Key Accomplishments:
•	Implemented Zoho Desk as the ticketing system, resulting in a 25% reduction in response time and a 40% increase in ticket resolution efficiency.
•	Created a comprehensive knowledge base in Zoho Desk, leading to a decrease in the time required for onboarding new employees and ensuring consistent documentation and sharing of new processes.
•	Optimized the workflow of Zoho CRM to align with the sales team's needs – increased lead conversion rates and improved sales pipeline management.
•	Leveraged automation in email communication and triggers, reducing manual effort and enabling the sales team to focus more on high-value activities and client engagement.
•	Streamlined client onboarding processes, leading to a marked reduction in onboarding time and an improved client satisfaction rating, contributing to increased customer retention and repeat business.

Systems Analyst & Project Manager

ZELOS

As a Management Consultant, my role was to provide strategic guidance and support to the company. I collaborated closely with the founders and key stakeholders to understand their vision and objectives. By leveraging my expertise in business management, I analyzed the existing processes and identified areas for improvement.

Furthermore, I worked closely with the team to optimize internal operations and streamline workflows. By implementing effective project management methodologies and tools, we were able to improve efficiency, increase productivity, and ensure timely delivery of projects.

Key Accomplishments:
•	Developed and implemented tailored strategies that aligned with the unique needs of the sports industry by conducting thorough market research, evaluating industry trends, and identifying competitive advantages. 
•	Provided valuable insights and recommendations to enhance the company's positioning and drive growth, utilizing a deep understanding of the market landscape.

Management Consultant

Helping businesses grow with optimized processes, systems and automation | Process & Systems Specialist | Certified ClickUp, Monday.com, Asana, Pandadoc partner, PipeDrive expert

I've spent over 8 years helping solopreneurs & businesses streamline their operations and scale efficiently. Just like you, they faced challenges:

- Their tools didn't work well, leading to manual data transfers, errors and missing deadlines.
- They were growing but so were the operational costs.
- Lot of time wasted in mundane tasks losing productivity.

But imagine if your systems work well along with optimised processes and workflow automation. They are seamlessly integrated, allowing you to scale easily and effectively. You save time and cost both. This is what I help with!

I am a Business Process & Systems Specialist. A consultant who specializes in organizing, implementing, and connecting your business tools for great workflows. Before these 8 years, I have worked as a Project Manager which gave me an edge to work on these tools specially ones for project management. I also utilise automation & provide training to ensure a smooth adoption. As a result, each team member saves a day per week and the business grows with more capacity to onboard new clients & employees.

Here's what some of my clients said:
"I hired Hina to consult with me in order to set up tools for and protocols to support a growing start-up from scratch. Hina's professionalism and working knowledge of state-of-the-art SaaS tools are finally why I decided to bring her on. And she did not disappoint. Within a matter of months, our operations have grown to comfortably support over a dozen teammates across several time zones which wouldn't have been possible without Hina expertise, evident in our team's effectiveness and their appreciation for Hina's time and contributions. I highly recommend Hina as she is a true asset to any team looking to build a stronger, happier, and more connected team."
Chris,
Founder (Sports Start-Up)

"We worked with Hina (at IT Visionists) over a 4 month period. She was exceptional at getting our operations sorted and organized. Hina was able to research different tools and suggest what would work best for our company. Her responsiveness was key to getting our projects completed in a timely manner. Hina was a pleasure to work with and we would work with her again!"
Fay Skagg, 
(HR Director, Mobilize)

I have used more than 20 tools. I am in Services Partnership with ClickUp, Monday.com, Asana & PandaDoc. I am also a Verified ClickUp Power User & Qualified ClickUp Consultant.

If you want to save a day each week, join my newsletter:

→ https://itvisionists.com/newsletter/

Want to see, if we are a good fit to work together, let's chat.

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