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

Systematik Labs

Systematik Labs empowers startup founders to achieve their full potential through our supportive community, innovative learning, and consistent transformative experiences. Our unique value lies in providing tailored leadership and operational strategies, enabling founders to navigate the complexities of business growth with courage and creativity. We emphasize adaptability, agility, and a visionary approach to solving problems and scaling startups.

Founder

Charles Schwab

In my role, I led a team in managing the operations for cutting-edge automated investment platforms, including both a robo-trader and a robo-advisor. 

My focus expanded from my previous role to include enhancing our risk management strategies resulting in a 52% improvement in risk capacity, upholding the firm's integrity in the digital wealth management space.

I actively identified and implemented system improvements and advanced automation, leading to a +40% efficiency gain and diminished risk exposure.

Additionally, I initiated and nurtured strategic partnerships, playing a key role in launching major programs that ensured the robust and seamless performance of our automated investment services.

Director, Wealth and Advice Risk Management and Platform Operations

I led a team focused on the operation of advanced automated investing platforms, serving a diverse client base that included both retail and institutional. 

I introduced a comprehensive objective-setting initiative within the team and established measurable performance metrics. Notably, increasing the teams accuracy rate from 70% to over 95% consistently. 

Through system enhancements and automation, I drove the minimizing of system and process errors by over 50%.

Director of Digital Wealth Management Platform Operations

In this role, I pioneered an integrated digital experience strategy, leading cross-functional teams to implement over 200 web enhancements each week. 

I guided my team to deliver more than 10,000 user stories annually, while fostering a culture of excellence through regular performance reviews and coaching. 

Additionally, I restructured the team to boost efficiency and strategic content management, which significantly enhanced quality control and production support.

Senior Team Product Manager, Digital Experience Management

In this position, I was in charge of Digital Content Publishing across more than 40 web properties, where I boosted productivity by implementing advanced quality initiatives and tools. 

My role involved facilitating cross-functional collaboration, which significantly sped up our business and marketing projects. 

I also established and closely monitored key performance indicators (KPIs), and I'm proud to have achieved a 15% increase in team efficiency in just six months.

Senior Team Manager, Digital Content Management

Hart InterCivic

In this role, I led strategic election projects, focusing on the logistics and training essential for large-scale election operations. 

I directed a dedicated team through major election cycles, ensuring the flawless deployment and comprehensive training on voting systems. 

Our efforts were pivotal in maintaining the integrity and smooth execution of the election process.

Project Manager

Agent2Agent

The company:
Agent2Agent transformed the real estate industry by offering a cutting-edge platform for property listings. 

Unlike traditional methods, we provided a captivating, professionally curated experience that engaged a vast network of real estate professionals. 

Our unique value was in enhancing the agent's ability to serve clients and accelerate property sales by showcasing listings with unmatched appeal.

Co-Founder

Design Shaman

The Company:
Design Shaman was a web development and graphic design agency that specialized in crafting customized digital solutions for small to medium-sized businesses. 

What set us apart was our hands-on approach, as we leveraged cutting-edge technologies to bring visions to life while ensuring seamless project management. 

We didn't just create websites; we transformed businesses by marrying technical expertise with strategic insights and offering comprehensive digital marketing strategies to enhance online presence and drive success.

Thinkwell

I managed educational video productions, where my main responsibilities included coordinating schedules and overseeing the creative aspects. 

My focus was always on ensuring we produced high-quality content that was both informative and engaging.

Production Manager

Smooth Fusion

At Smooth Fusion, I took on the dual roles of Project and Account Manager, where I skillfully led complex web development projects. 

A highlight of my time there was working on-site with Microsoft's marketing teams in Seattle to launch the 2007 Small Business Summit website. 

I was responsible for creating detailed project timelines, marking key milestones to monitor progress and guarantee on-time delivery. 

My role really excelled in managing a diverse range of projects, from startups to big industry players. 

I acted as the essential link between marketing, design agencies, and development teams, translating complex requirements and ensuring everyone was on the same page regarding project goals and expectations.

Project Manager / Account Manager

Texas Tech University

At Texas Tech University, I led the charge as the Senior Front-end Developer, driving transformative digital projects that greatly improved user engagement and experience. 

One of my key projects was leading the migration of the university's website to a cutting-edge Content Management System (CMS). 

This move not only made content management more efficient but also allowed individual departments to independently manage their content. 

Pushing the envelope of innovation, I also developed a dynamic campus map. This project combined UX/UI design, advanced web development, and photography to create an interactive tool that offered valuable insights about the campus to visitors, staff, and students.

Senior Frontend Developer

Consumer and enterprise hosting provider (acquired)

The company:
Founded in 2000, our company was a distinguished web hosting provider catering to consumers and enterprises. Our mission was to offer top-notch web hosting services, facilitating a robust online presence for businesses and individuals alike. What set us apart was our commitment to reliability and customer satisfaction. Our data centers ensured seamless website performance and security, complemented by our 24/7 expert support.

We took pride in providing a range of hosting solutions, from shared hosting for startups to dedicated servers for large enterprises, all customizable to meet diverse needs. Our competitive pricing made us a trusted partner for businesses of all sizes, helping them thrive online. Several years after our inception, we were acquired by a larger competitor, a testament to our service quality and industry trust.

My story:
As a college freshman with a background in web development, I embarked on an entrepreneurial journey. Initially founding a web development company, I gained insights into the digital landscape and honed my technical skills. However, I spotted a unique opportunity in web hosting, driven by growing demand for reliable services. Inspired by mentors, I pivoted the business, leveraging my technical expertise and tapping into the hosting industry's potential.

As founder and CEO, I navigated a dynamic role, rapidly adapting to various facets of business management. Guided by invaluable mentors, I successfully overcame entrepreneurial challenges. Our company's growth culminated in its acquisition by a larger competitor. My journey, from a college freshman with web development skills to the CEO of a thriving hosting firm, exemplifies the power of innovation, adaptability, and mentorship in business. While the company may be gone, its lessons and experiences continue to shape my entrepreneurial spirit and drive for success.

Founder and CEO

4x founder | 9 years Fortune 200 leader | Writing about leadership and personal growth

Over the past twenty years, I've founded four companies, with one of them starting in my college dorm room. 

I also spent 9 years as a leader at a Fortune 200 company creating high-performance teams and running operations for a robo trader platform.

taplio

The Battle

Fabio Sausen

Jonathan Butterworth

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