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

Simdle Mobility 

As a Product Manager, I'm responsible for creating the product roadmap, doing market analysis, creating business requirements and facilitating product planning activities.

Product Manager

Losch Digital Lab

Namecheap, Inc

As a Product Manager of Domain Vault security suite
- I created and documented the vision for it and developed the product roadmap based on the results of market research and customer survey. 
- I oversaw the creation of product brand and product user flows working together with design and UX teams. 
- I coordinated the work of different business units leading to a successful product launch.
- I contributed into creating and executing a marketing plan for the product launch. 
- I worked on the product pricing strategy and reporting. 
- I worked on the product content strategy and together with a copywriter produced in-depth articles.
- I led the creation of product-related customer support flows.

Domain Vault Product Manager

As a Junior Domains Product Manager, 
- I conducted market and competitive landscape research for different projects.
- I created business briefs and requirements and facilitated the briefings for different business units (developers, marketing, designers, etc).
- I was responsible for researching and forecasting the KPIs for new projects and doing the reporting upon project completion and further over the product life cycle.
- I led various projects of different sizes, the biggest one involving about 20 different teams working together to achieve a common goal. 
- I worked directly with customers' feedback analyzing it and prioritizing the requested improvements. 
- Together with SEO, PPC & BI specialists I did the review and analysis of various aspects of business performance.
- I created multiple presentations and reports on product performance. 
- I created and facilitated several learning/experience-sharing sessions for my team members. 
- I worked with Scrum teams and participated in relevant Scrum events.

Domains Product Manager, Junior

- Ensuring high quality of support provided to the clients
- Correcting mistakes and providing recommendations to the Customer Support Representatives in order to help them improve quality of support
- Providing suggestions for further improvement of employees
- Providing feedback about the work of the Customer Support Representatives

Middle QA Analyst

- Assisting the team members by answering their questions and helping with processing inquiries from the customers
- Monitoring the support requests and provide proactive assistance when required
- Sharing knowledge with customer support specialists helping them grow
- Working with feedback and forwarding it as required in order to improve the quality of support provided to the end customer
- Assisting with updating external client knowledgebases, as well as internal documentation
- Reporting and escalating different kinds of issues to the responsible team or upstream providers/registries

Subject Matter Expert

- Preparing lectures and practical tasks aimed to improve the knowledge of Customer Support Representatives
- Delivering the theoretical and practical material during the lectures
- Preparing, conducting and checking the tests
- Working on the related documentation and procedures
- Providing feedback about the performance of the employees taking part in the course

L2 Upgrade coordinator

- Providing support to the end client via chats and tickets
- Troubleshooting technical issues

Customer Support Specialist

Freelance tutor

- Developing individual course program for kids and adults
- Creating additional tasks aimed to prepare students for exams, tests, contests etc
- Preparing, conducting and checking the tests
- Working on creating personal files of the students and providing feedback

English Tutor

Донецкий национальный университет

- Preparing lectures and practical tasks for the courses 'German language' and 'English language' 
- Delivering the theoretical and practical material during the lessons
- Preparing, conducting and checking the tests
- Arranging speaking clubs
- Working on creating personal files of the students and providing feedback to them

English/German tutor (intern)

Wilhelm Severt Maschinenbau Gmbh

- Business communication with the clients 
- Arranging the meetings 
- Translation of user manuals (German -> Russian, German -> English)

Independent Translator

Having started out my career path in customer support, I learned how to communicate with customers, listen to their feedback and ultimately keep them happy. 

During this time I also got to improve the work of customer support by coaching the newcomers, improving the processes, and ultimately finding ways to ease the lives of the customer. 

This experience helped me a lot to inform the business decisions in the product manager role and to spot the pain points and gaps that can be solved by a specific product or feature. 

I'm a big fan of human-centered design both when it comes to my work and to using services provided by others. That's why I enjoy trying out new services and am always thinking about ways to improve them - it's like a brainstorming game for me. 

Both at work and in my personal life I value honesty and trust. I'm always open to a dialogue where both sides can exchange feedback and find the best solution to a problem. 

I like a good challenge be it a new product launch or putting together a new team or improving internal processes. I can do extensive research to understand the current state of things, come up with a strategy to shuffle things around, then evaluate the project's success and identify the steps for the next iterations.

taplio

The Battle

Fabio Sausen

Julia Zinovieva

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