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

Global Data Office - Head of EY.ai Simulation Labs

Spearhead strategic development and market positioning of Tax AI - driving its adoption and success through innovation, education, and community.

Global Tax AI Labs - Strategy Lead, Simulations & Synthetic Data

CDP provides a platform where professionals can develop technical skills, ideate on ways to improve internal and client work processes, and build re-usable tools for anyone in the firm.

From cultivating an innovative mindset within the community to leading product development and market reach, the vision is to share the tools to automate repetitive work and have professionals focus on more purposeful, needle moving work.

Americas Innovation - Crowdsourcing Development Platform (CDP) Product Manager

Research and build innovative, robust, and flexible financial analysis and modeling solutions to provide insight into client decisions for strategic planning, investment valuation, financial forecasting, and M&A transactions.

Decision, Modeling & Analytics Senior Manager

The Real Estate Tax technical liaison with the Tax Technology and Transformation team on the development of the "next-generation" technology for the partnership/fund tax compliance process.

Led the way for the automation and redesign of numerous tax workpapers and processes for partnerships and corporations for multiple engagement teams.

Selected as the Senior Manager Sponsor for EY's counseling family -- providing emotional and work support, facilitating coaching and career development discussions, and organizing events for team bonding.

Real Estate Tax Senior Manager

Oversaw tax compliance and advisory engagements for both domestic and international real estate firms. 

Experience with federal, state and international tax issues, including year-end K-1 reporting, quarterly estimates/withholding, REIT compliance, REIT due diligence, and transactional planning in complex partnership structures.

Real Estate Tax Manager

Deloitte

Advised Fortune 500 companies worldwide regarding tax opportunities on inbound and outbound operations. 

Designed, collaborated, and reviewed various tailored tax models using large data sets to quantify and measure the impact of tax planning strategies on clients' tax profile. Modeling support ranged from complex tax attribute projects to M&A and global restructuring transactions.

International Tax - Quantitative Consulting Services Manager

Managed the development of the Integrated International Tax Reform Model to help companies quantify the potential impact of various tax reform provisions and its interplay, including transition tax, global intangible low-taxed income, foreign derived intangible income, base erosion and anti-abuse tax, and interest expense limitation. 

Developed a Global Funds Model focused on global real estate and infrastructure funds to help assess fund structuring alternatives, tax reform planning considerations (e.g., impact of 163(j), 100% expensing), and other tax structuring considerations (e.g., internal leverage, withholding leakage, exit considerations, etc.)

International Tax - Quantitative Consulting Services Senior

Manage and led staff on year end compliance process, which involves review of tax basis balance sheets and capital accounts, partner allocations in accordance with 704(b) regulations, review of partnership agreements for allocations, and Schedule K-1 reporting.

Selected by Directors and Partners to participate in various committees: (1) Quality and Risk Management Committee, (2) Campus Recruiting, (3) Google Guide and (4) Market Tax Technology Team.

Real Estate Senior Associate

Prepared and reviewed federal, international, state and local, partnership and corporate tax returns for clients in the Real Estate industry. She took the initiative to streamline repetitive, manual processes via automation using technologies such as Visual Basic and JavaScript.

Real Estate Tax Associate

Ernst & Young

National Tax Technology Group

Real Estate Tax Intern

Goldman Sachs

Federal Tax Intern

Empire State Development

Accounts Payable Intern

Macy's

Human Resource Staffing Intern

I Help Corporate Professionals Gain Career Clarity & Fulfillment | Founder @Amplify Your Home | Global AI Tax Copilot Strategist @EY

Don't be fooled by my appearance. Quiet, Asian, tiny girl.

In the last decade, I've...

Successfully navigated the corporate giants: Goldman Sachs, PwC, Deloitte and EY.

Built communities, tax and financial models, and automations. (Excel wizard here)

Empowered employees to own their damn careers,

Challenge their norms to do something special.

That's when Problems become Opportunities,

Strategies into Actions.

You are not Alone.

Ready to redefine your career? Let's make it happen.

Mary Fung

Everyone’s racing to adopt AI.
No one’s stopping to ask what it’s supposed to mean.

The irony?
AI won’t save broken systems. It’ll just expose them faster.

The question isn’t “How fast can we adopt AI?”
It’s “What problem is worth automating in the first place?”

Own Your Damn Career | Founder @Amplify Your Home | Head of Synthetic Data & Simulations @EY

Every company has them - the quiet ones.
They don’t ask for credit.
They just make things work.

You don’t notice them until something breaks.
Until their 3 a.m. commits stop showing up.
Until the system they held together starts to fall apart.

We built performance reviews to seem fair.
But they reward visibility over value.
The loud over the loyal.

And when the quiet ones finally leave, it’s not anger - it’s realization.
They see the system for what it is:
One that measures what’s seen, not what matters.

If you’re a leader, your job isn’t to spot the performers who shout.
It’s to notice the ones who never need to.

The next advantage won’t come from the smartest AI.

It’ll come from the people who can translate intelligence into systems that actually move money, people, and data.

The ones who know how the business really runs -
how approvals flow, how reconciliations break, how decisions actually get made.

AI isn’t missing potential.
It’s missing context.

I keep banging the drum on this one.
Business folks are just as - if not more - important than data scientists in AI.

Because it doesn’t matter how good your model is
if no one in the room actually knows what “good” looks like.

Most orgs don’t have an AI problem.
They have a domain judgment problem.

The people who actually know their craft - the ones who can look at a model’s output and say “that’s wrong” without a dashboard -
are the ones who’ll make AI useful.

You don’t need more data scientists.
You need more people who know what they’re doing.

AI is taking accounting jobs.
But not his.

When layoffs started, he didn’t polish his resume -
he opened ChatGPT.

Now he’s “vibe coding” — building apps, automations, and tools that replace the work he used to do manually.
No computer science degree. Just curiosity.

He didn’t wait for AI to take his job.
He learned to take AI’s job for himself.

You don’t need another great communicator.
You need someone who can make clarity visible.

Writing does that.
Building does that.
Execution does that.

If your ideas only exist in slides and sound smart out loud,
they’re probably not that smart.

AI isn’t taking people’s jobs. It’s deleting the entry point.

A Harvard study found that when companies start using AI, they don’t usually fire people -
they just stop hiring beginners.

So the seniors stay.
But no one new comes in.

That might sound smart in the short term,
but it’s a slow disaster - because those “junior” roles were how people learned the craft.

If no one learns the basics,
who becomes the next expert?

AI didn’t remove opportunity.
It removed training disguised as busywork.

Now companies have to build real ways for people to learn...
or they’ll run out of people who actually know what they’re doing.

This is the shift no one wants to admit:

Automation isn’t killing careers.
It’s killing bureaucracy.

The people who’ll thrive aren’t the ones defending old roles.

They are the ones rebuilding new ones around intelligence, not repetition.

The question isn’t “Will AI replace us?”

It’s “Are we doing work that deserves to survive?”

Every company has both:

People who follow processes.
And people who question, rework, rebuild.

Before AI, that difference was subtle.
Now it's blindingly obvious.

Because AI gives leverage.
But only to those who know how to use it.

So the gap grows.

The followers wait for instructions.
The builders get 10x output, quietly and consistently.

This isn't about who's smarter.
It's about who's playing offense with new tools.

Ask better questions.
Builder sharper scaffolding.
And use AI to do your thinking, not replace it.


https://lnkd.in/eb-ycK-e

Woohoo, I made it in the hype video

Life goal accomplished!

It's almost time for #MSIgnite!  Will you be joining us on the show floor or in the #EYFrontierZone where you can dive into proven AI strategies, learn more about the #TaxDepartmentoftheFuture, and hear from #EY and #Microsoft leaders?  Learn more here https://lnkd.in/eRKECYDq 
#EYMicrosoft #AgenticEnterprise #AgenticFrontier #Tax
Colleen Sebra Christopher Aiken Daren Campbell Justin Shafer Ivan Roussev Suzi Russell-Gilford Coskun Cavusoglu Jon Cisler Phillip Mazzie Kristen Matthews, MBA Rory Moore Rebecca Paterson Jessica Maher Dhivya K

Accenture spent $2.3B - not to grow, but to shed.
To move faster. To rebuild around what’s next.

That’s what bold looks like.

Meanwhile, half of the enterprise world is still in pilot purgatory -
writing decks about “AI strategy” while the future ships without them.

You can’t plan your way into disruption.
You act your way into it.

The risk isn’t doing too much too soon.
It’s thinking you still have time.

People pleasing looks helpful.

But it kills clarity in AI work.

❌ “Sure, we can try that too.”
❌ “Let’s just keep both versions.”
❌ “Whatever works for you.”

You end up with no ownership, no standards and a bloated mess of tools.

Saying “no” is part of building.
So is being disliked sometimes.

Good AI work is useful, not agreeable.



https://lnkd.in/eQcfDTDH

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