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

GULP Schweiz AG

👉 Influencing sales strategy while providing a comprehensive overview of current IT issues / themes 
👉 Leading the sales process, end-to-end throughout all sales cycle milestones and deliverables (SMART technique / BIG GOAL) 
👉 Business Development, Key Account Management and market analysis 
👉 Supervisor for internal products: Tendertracker (GULP Vendor Management System) & GULP DIRECT & MSP for international clients
👉 Stakeholder management (C-Level, departments, procurement, legal)
👉 Acquisition of technical and time load peaks in the project area with focus on IT & Engineering (consultative selling)
👉 Recruitment related themes
👉 Contract negotiations with customers`purchasing, technical and procurement departments 
👉 Managing contract account & teams 
👉 Negotiation including Business Agreements with Stakeholders 
👉 Setting sales social media strategies 
👉 Developing business plans for different national & international key accounts
👉 Support project framing - Support project from pre-sale to post sale framing/scoping

Sales Expert

SG / SaskiaGreiner

As a Jay Shetty certified Success Coach I help individuals set and achieve their goals, overcome obstacles, and reach their full potential. I provide guidance, support, and accountability to help clients identify their strengths, develop strategies for success, and make positive changes in their career/life.

Founder | Coach

Passionate host of the empowering podcast "Success Speaks" | Inspiring conversations on personal growth, professional development, and achieving success | Dedicated to sharing valuable insights and strategies for unlocking your full potential | Join me as we explore the journeys of remarkable individuals who have overcome challenges, achieved greatness and we will explore the different definitions of “Success“

Host | Podcast: Success Speaks 

Brainz Magazine

Executive Contributors at Brainz Magazine are handpicked and invited to contribute because of their knowledge and valuable insight within their area of expertise. Read exclusive articles from influential leaders, top entrepreneurs, expert coaches and industry leaders within the topics of mindset, business, leadership and lifestyle.

As an executive contributor I write articles, stay tuned for more.

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Jay Shetty Certification School

👉Jay Shetty Coaching Modules 
👉 Weekly Mentoring Call 
👉 Ask a Supervisor Q&A 
👉 Concept Discussion + Practicum Training 
👉 Supervision Training 
👉 Launchpad Training 
👉 Live Sessions with Jay Shetty 
👉 Live Coaching Sessions with fellow coaches 
👉 Writing a Final Essay about Coaching Techniques & Strategies

Training Success Coach

👉 Implementation new ways of Selling ex. Marketing Landing Page, Case Studies and specific sales questionnaire plus own Website for clients 
👉 Supervisor for Tendertracker (GULP Vendor Management System) and MSP for international clients
👉 Stakeholder management (C-Level, departments, procurement, legal)
👉 Acquisition of technical and time load peaks in the project area with focus on IT & Engineering (consultative selling)
👉 Recruitment & HR related themes
👉 Business Development, Key Account Management and market analysis 
👉 Contract negotiations with customers`purchasing, technical and procurement departments 
👉 Managing contract account & teams 
👉 Responsible for over 60 external employees 
👉 Negotiation including Business Agreements with Stakeholders 
👉 Client Meetings in German and English 
👉 Setting recruitment social media strategies 
👉 Developing business plans for different international key accounts
👉 Searching and qualifying diverse job descriptions for various international clients

Senior Key Account Manager / Expert

Experis Switzerland

👉 Managing MSP account & team
👉  Negotiation with Clients in regards to the Business Agreements
👉  Business Development
👉  Managing the whole recruitment circle 
👉  Client Meetings in German and English
👉  Preparing Client Presentation
👉  Qualifying job openings within the Account and finding the best solution
👉  Interviewing and evaluating potential candidates
👉   Representing offers to candidates
👉  Networking and recruitment through social media and other platforms
👉 Taking references for applicants

 Senior Sales Consultant - Sales Consultant

👉 Qualifying diverse job descriptions for various clients
👉  Searching for suitable candidates for applicable positions
👉   Managing assorted applications
👉  Short-listing suitable candidates within tight deadlines
👉  Interviewing and evaluating potential candidates
👉  Preparing CV’s and cover sheets for submission
👉  Generating leads from applicants by phone or in-person
👉 Networking and recruiting candidates and creating more referrals

Recruiter

AuPair Agency

👉 Negotiation with Clients
👉  Interviewing candidates for specific positions
👉  Managing the whole cycle from finding to closing
👉  Recruitment abroad (Slovakia, Hungary and Bulgaria)
👉   Preparing job adverts
👉  Set up contracts and permits for the candidates

Inhouse Recruiter

Leibstadt Nuclear Power Plant

Leibstadt Nuclear Power Plant generates power for more than a million people every day being the country’s newest and most powerful nuclear power plant.

👉 Translation of technical reports E/G or G/E
👉 Overworked all technical reports in relationship to the BUL
👉 Coordination of buffer storage
👉 Revisions of existing Documents
👉 Building Excel files for the overview of the storage processes

Temporary Assistant

Axpo Group

Axpo is a Swiss energy company with local roots and a European focus. The company is active in the production, distribution and sale of electricity, as well as in international trading and natural gas business.

👉 HR Administration
👉   Arranging Meetings
👉  Document registration and coordination
👉   Overworking technical reports
👉  Revision of existing Documents in relationship to the KKL
👉  Distribution of all technical reports from meetings

Temporary HR Assistant

Certified Coach | Sales Expert | Podcaster | Social Selling | Leadership | Own Podcast: Success Speaks

As a Sales Expert at GULP Schweiz AG, I lead the sales process from end-to-end, influence the sales strategy, and provide insights on current IT issues and themes. I also manage key accounts, supervise internal products, and negotiate contracts with customers. With over 13 years of experience in the sales industry, I have a proven track record of delivering results and exceeding expectations.

In addition to my sales role, I am a Certified Success Coach and the host of the podcast "Success Speaks". I help sales professionals and entrepreneurs achieve remarkable success while overcoming obstacles and viewing them as opportunities for growth. I provide personalized coaching sessions, tailored strategies, and ongoing support to enhance their performance, resilience, and mindset. My mission is to empower individuals with the tools and skills they need to thrive in high-pressure environments and to unlock their full potential.

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