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

The Value Road Almanack

The Value Road Almanack is a newsletter that offers rare insights into wellness and value creation. Fueled by years of clinical healthcare experience and a system of mental models inspired by Ben Franklin and Charlie Munger, The Value Road Almanack offers helpful tips on healthy living and rational thinking.

Founding Editor

Independence

"Acknowledging what you don't know is the dawning of wisdom." -Charlie Munger

Data Analyst & Value Investor

Greenway Health

Revenue Cycle Consultant

Provided revenue consulting, claims analysis, and practice management services for a healthcare technology company.

Claims Analyst

Erik Brodin & Co.

Employing sports psychology, modern science, and technology, a young god of justice attempts to rewrite the doomsday prophesies of ancient Norse mythology. 

But he's up against Loki, his son, and some very large forces of evil.

Penned as Erik Brodin, I wrote and published "The Endangered Norse Gods" trilogy:

- The Lost Sons of Asgard
- The Well of Destiny
- Last God Standing

In this trilogy, the Norse gods are a highly incompetent bunch running a terrible enterprise down the doomsday drain.

Successful turnarounds are rare in the corporate world. They’re even rarer in the Norse world.

But they’re way more entertaining.

Laugh more. It’s healthy. It's even good for your abs. I would know; I'm a former healthcare director and physiotherapist.

Author

Reuma-Sol Center

Led the healthcare department of an outpatient & inpatient facility equipped with a hotel and 44 apartments, offering physical rehabilitation as well as other medical treatments and services. 

Wore many hats as I started building teams. Interviewed 100s and hired 45+ professionals. 

Created systems and procedures for activities ranging from patient treatment, HR, EHR, sales, coding, billing, and other areas related to healthcare and business operations.

Director Healthcare

Chief Physical Therapist

Physiotherapist

Helgelandssykehuset Hf

Meditation & Mental Strategies

As a physiotherapy student in 2002, a 63-year-old patient introduced me to meditation. I studied and practiced meditation alongside my studies and later physiotherapy work, then decided to start teaching it to people suffering from distress during the financial crisis in 2008-09. 

Long story short, to further improve my thinking and decision-making, I now employ a system of mental models inspired by the brilliant teachings of Charlie Munger.

Staying rational is key. Here's the thing: meditation as a subject is littered with nonsense. Like mystical nitwits claiming to levitate.

So let’s dispel the nonsense.

If you boil down all the techniques, you’ll find two types of meditation: 

1) Mantra = Narrow focus/attachment (concentrative)
2) Mindfulness = Wide focus/detachment (non-judgmental)

Mantra = any single point-of-focus, such as a letter, word, book, sound, touch, image, person, or an elephant. Whatever you concentrate on.

Mindfulness = Everything that enters your mind, the fullness of your awareness. 

Effect: The more open and non-judgmental you are, the more mantras you’ll register. 

Mindfulness is therefore a good way to prevent a common problem: Denial.

But if there are only two types of meditation, why so many techniques?

Based on historical evidence, such as tools made during the "great leap forward" which Jared Diamond has written about, our ancient ancestor's brains evolved modern minds and awareness roughly 50-60,000 years ago. 

Meditation has turned into a mainstream activity over the last couple of millennia. Especially over the last decades in Western societies.

Some instructors teach. Others invent their own stuff.

Therefore, millions of people are practicing meditation and thousands of instructors are profiting.

Still, underpinning it all, the first principle of meditation is simple: Focus.

There's nothing mystical about that.

Founder

Screenwriter

Southern Therapy Services, Inc.

Physical Therapy Technician

You crack your knuckles for the tenth time today, the stiffness in your back mimicking the tension in your deadline.

"Burnout City, here I come," you mutter, sitting at your desk, staring at the overgrown to-do list mocking your motivation.
 
Avoid that wretched place, fellow creator and desk warrior.

I get it. I used to live and breathe a world of deadlines, hunched backs, aching joints, and mental stress.

Once upon a time, I was even a physiotherapist and healthcare director treating patients and personnel.

Don't ignore the signs. It’s your body trying to tell you something, but it’s counterintuitive.

Even writer's block can be overcome by going deeper.

Bottom up!

I'm talking about leveraging your body's physiology to alleviate tension and unblock your mind.

This can also make you a better decision-maker and unlock opportunities, especially when you leverage physiology and mental models.

Benjamin Franklin said, "An ounce of prevention is worth a pound of cure."

Here's the good news: prevention is possible. 

I'm not talking about quitting your passion (though a walk outside wouldn't hurt!).

I'm not talking about medical advice either (if you have a medical condition, consult your physician).

I'm talking about brief, impactful tweaks that fit seamlessly into your day.

No need for fancy equipment, just a few quick strategies to reduce tension and boost your energy.

These things are so simple yet effective. In fact, they're so simple that we tend to forget to use them.
  
Never sacrifice your well-being for productivity.

Reclaim your energy and approach your life’s work with the focus and motivation you deserve.

Whether it's wellness tips or content you need, I'm here to help.

Cheers,
Oz

P.S. Sign up for my free newsletter to get a flying start to your day.

taplio

The Battle

Fabio Sausen

Øystein "Oz" Vorland

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