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

Worldwide Business Inspirations Hub (WBIH)

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Worldwide Business Inspirations Hub (WBIH) dedicated to fostering inspiration and insights, it's  a platform where minds converge to share thoughts that ignite creativity and motivation. 

Open to content creators worldwide, we believe in the power of feedback and community support. 

Join us in shaping a culture of inspiration that resonates in the 21st century.

Page Owner/Content Creator

Prime Concrete

As the leader of a mechanization, construction transport and logistics department, my duties and responsibilities included:

Planning and coordinating logistics activities to ensure that goods are delivered on time and in the most cost-effective manner.

Developing and implementing strategies to improve efficiency and productivity within the department.

Managing budgets and ensuring that the department operates within financial constraints.

Overseeing the maintenance and repair of vehicles and equipment to ensure that they are in good working order.

Managing and developing relationships with suppliers, vendors, and partners to ensure that the department has access to the resources and support it needs.

Leading and managing a team of employees, including hiring, training, and evaluating staff performance.

Ensuring that the department complies with all relevant laws, regulations, and policies.

Collaborating with other departments within the organization to ensure that logistics activities are aligned with overall business goals.

Managing projects and initiatives to improve the efficiency and effectiveness of the department.

Head of Mechanization & Transport Logistics Department

ENKA İnşaat ve Sanayi A.Ş. Engineering for a better future

During my time on the Namakhvani HPP Project, I implemented a cost-saving initiative that resulted in a total saving of 37,886 GEL in just one month. This was achieved through the use of a Promena strategic sourcing solution platform, where I managed and held reserve auctions with live competition options. I also identified and collaborated with the best vendors, ensuring a transparent and ethical procurement process. In addition, I registered new vendors on EGPS (Enka's Global Vendor Management) and Promena systems, and participated in e-sourcing events with Enka's worldwide team. Through market-driven negotiation, I was able to achieve maximum cost savings for the project.

E-Procurement Specialist/International Tendering 

Webuild

As a procurement specialist on the Nenskra Hydropower Plant Project, I was responsible for ensuring the availability of materials, items, and services required for the construction and maintenance of the plant. This included communicating with subcontractors and suppliers and assisting in securing bids and proposals as needed. I also assisted the Senior Procurement Specialist and Contract Administration in obtaining all necessary clearances for subcontract and purchase order awards, and identified new vendors to support the project. Overall, I successfully fulfilled my responsibilities and contributed to the successful preparation of the largest strategic hydropower plant in the history of independent Georgia.

Procurement Specialist |  Buyer

Todini Costruzioni Generali S.p.A.

As a procurement manager on the Zestaponi-Kutaisi Bypass Road - LOT III project, I was responsible for coordinating the procurement of materials and supplies needed for the construction of a 15.2 km section of a 4 lane highway. This included negotiating and establishing contracts with suppliers, ensuring that the quality of their services met the project's standards, and building and maintaining good relationships with them. I also played a key role in developing a purchasing strategy for the project, as well as producing reports and using computer software to track and manage the procurement process. Additionally, I was responsible for processing payments and invoices and assisting with customs procedures. This experience provided me with valuable skills in procurement, supplier management, and project coordination

Procurement Manager/Buyer

As an office manager at international construction company, I was responsible for overseeing the daily operations of the office and ensuring that all functions ran smoothly. My duties included scheduling meetings and appointments, organizing the office layout and ordering stationery and equipment, maintaining the office condition and arranging necessary repairs, and partnering with HR to update and maintain office policies. I also coordinated with the IT department on all office equipment and assisted in the onboarding process for new hires. In addition, I addressed employee queries regarding office management issues and liaised with facility management vendors to ensure that the office was well-maintained. I also planned in-house or off-site activities, such as parties, celebrations, and conferences. Through this experience, I developed strong organizational skills, attention to detail, and the ability to effectively manage and oversee office operations

Construction Branch Office Manager

I am open for only Companies who can inspire me!
I enjoy to be freelance Business Motivational Research Content Creator. 

Equity, diversity and inclusion are core to my own vision!

With over 10 years of experience in , construction (procurement, e-procurement, mechanization,logistics) , I have developed and demonstrated skills in optimizing operations, streamlining processes, and leading high-performing teams to deliver exceptional outcomes. 
As a business motivational content creator and blogger, I combine my passion for personal and professional development with my expertise in the construction industry and not only to inspire and empower people to achieve their goals and live their best lives. I create and share engaging and informative content on various platforms, such as Daily Dose of Motivation and Medium, reaching thousands of readers and followers. I also pursue lifelong learning opportunities and embrace new technologies and industry trends to stay relevant and competitive in a dynamic and evolving environment.

Follow me on Linkedin and Medium.
Feel free to contact PM

taplio

The Battle

Fabio Sausen

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