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

I help founders of 5+ years build better systems that work for them - Not against them.

Hey, I'm Adam. 

I started my first company 17 years ago, overdrawn $350 in my bank account, in the middle of the 2008 recession. 

I never borrowed money or brought on partners. 

And that company was officially acquired on March 3, 2025! 

I've worked with companies like Goodwill Industries, Redbull, Bass Pro Shops, Tito's Handmade Vodka,
and Gibson Guitars.

I had what looked like success from the outside - 
Growing revenue, expanding team, industry recognition. 

But what's less visible on the balance sheet is that in year 6, after weeks of not sleeping, barely eating, and feeling completely isolated despite being surrounded by people who loved me and depended on me, I hit rock bottom. I found myself ready to end my life.

I’m here today because play pulled me out of the dark. 

And now I help entrepreneurs, leaders, and companies rediscover unstructured play as a catalyst for creativity, collaboration, and prioritizing mental wellbeing.

I do this 3 ways:  
1. Speaking engagements
2. The Creative Builder 1:1 advisory
3. My newsletter
 
Play isn't an action, it's an environment. 

Let's create yours!

Adam Tanaka

I want to take this Monday morning to shout out 3 people that have had a significant impact on my life.

If I can be even just half as kind, talented, creative, and brilliant as them, then I'd be well on my way….

Sam Davidson 
13 years ago, I went from screen printing on the floor of my studio apartment to a garage. Sam owned an apparel brand I wanted to work with, so as you would do back in 2012, I sent him a Facebook message. He showed up in my dingy, dark garage with barely any equipment and said "Let's do this."

That lit a fire, showing me that as long as I keep showing up, doing the work, and being myself, I'd be ok. A customer, turned mentor, turned dear friend.

Antonio Neves 
I found out about Tony through Sam, and the timing couldn't have been more perfect. I had built a successful company but felt like there was more to the work I was doing. Tony pushed me (in the best way), asked the hard questions, and gave me the space to think. He changed my life - reminded me that I’m in control and that the most powerful thing I can do is focus on today.

Jess Ekstrom 
I was connected to Jess through Antonio. The thing about Jess is that she is a straight up powerhouse human. I made the decision in late 2024 to focus on 3 core pieces of work moving forward, and one of those was speaking. Jess helped me develop a keynote around a topic that is personal for me - Permission to Play. Our work together gave me the confidence to really bring this talk to life. 

The work that all 3 of them are doing to this day are changing lives in big ways. 

You never know where one in-person interaction will lead. It could completely change your life…It did mine.

And each time, I wasn't overcomplicating or over-thinking. I left myself open to opportunity with no urgency attached. Just wanting to grow. 
And honestly, I couldn’t imagine life without those 3 people in it. 

Who is someone you'd tag that impacted your life in some pretty incredible ways?

Helping adults rediscover play | Disrupting burnout culture | TEDx Speaker | Redesigning the way kids are supported (not managed) at Cavehouse Supply

The only question I started asking at networking events to create meaningful relationships. 

And it wasn't - "What do you do?"

Early on when I stepped into a crowded room, I always felt out of place...
The scrawny dude in a black tshirt, beanie, jeans, and colorful shoes while everyone is looking awesome in sports coats, button downs, dress shoes, beautiful dresses, and everyone smells amazing.

For a founder who navigates social anxiety, I mostly stuck around, mainly because there was always someone there I knew. (safety)

I'd fill out the name tag - "Adam Tanaka, founder of ____" and slap it on the left side of my chest and go. 

And every time, someone would squint at the name tag and asked "so what do you do?"

In order to get through each "level" of the same question, I turned it into a game to help me dial in my brand statement to just one clear sentence. It worked!

But I admit - One of the mistakes I made was never having a clear strategy before walking into these rooms. 

After attending tons of these events, I realized something...
If I wanted to work with someone and really get to know them, I don't want to know what they do. I want to know what they're working on right now that excites them. What fires them up. What does adventure mean to them...

From that point forward, the name tag changed - 
"Adam Tanaka, Adventurer"

They'd ask - "Adventurer? Is that the name of your company?" 
I responded - Nope. I like to be in the mountains, I like to hike and be buried in the trees...ride my bike, play music, write. 

From this, I got to know amazing humans on a deep level and hear their stories.

*The CEO said - "I'm building a treehouse for my daughter and she loves helping me. I'm learning how much I enjoy woodworking"
*The accountant said - "I'm working on a series of photographs around my neighborhood. I've always loved taking photos."
*The restaurant owner said - "I love painting model trains and have a full track set up in my attic."
*The SDR said - "I make sure to go to a different art show, exhibit, museum almost every weekend. That's where I find peace which helps me kick off a good tone for the week ahead." 

They opened up about what truly excites them as human beings and that created a safe space for real conversation. I learned their version of what it meant to give themselves permission to play.

“Just post about the things you actually care about.”

You read this kind of stuff on LinkedIn all of the time. 

Except this time, it hit different. 
(Probably because it was a post from Magali De Reu. She knows how to cut through the BS and get to the good stuff) 

I started writing on LI in late 2023. I felt like I had so much to share but not enough to write about at the same time. 
I stopped being consistent because it started feeling like a joke. But I never really knew what I wanted my outcome to be because my thoughts were in a million places. Showing up in the digital space to build, create, and connect felt foreign, especially as someone in their 40s. 

I’d been building businesses in real life since 2008 but reading about people 15 to 20 years younger than me crushing the online space, of course I became Captain Grumps. How could I connect the dots? How do I make this work? Does this matter? 👴🏼

The final answer for me was - It depends. 
And this was the best answer because it gave me confidence to know it can be whatever I want it to be...which reminded me of when I started my first business.
I had almost forgotten what it was like to give myself space to just create freely.

I realized that I knew exactly what I wanted to achieve from this platform because it’s the same thing I do offline. 

So, the stuff I actually care about? 

Empowering kids and supporting families. 
Helping long-time entrepreneurs take back control. 
Connecting with people on a deep level. 
And adventure. 

I didn’t know what that looked like until December 2024 and then it became: 
↳Speaking
↳Writing
↳Cavehouse Supply

I didn’t know how to put it into practice until July 2025, and by the end of last year:
→ 6 speaking engagements + my first TEDx talk (thanks for believing in me Amanda Banks) + cover story in one of Nashville's business publications (huge thanks to Nicole Childrey and Lucas Hendrickson)
→ Over 12 articles as a contributing writer (love working with you Cassie Green) + children’s picture book (final coming soon, thanks to my talented collab partner Leroy Dawson) + outline for something new
→ Launched a kids magazine + video series for families + kid-powered storytelling app prototype (close to V1!!)
And so much more that fell into those buckets. 

2026 is already blowing my mind and we’re only 3 weeks into the year!

What I've always carried around with me is that no one can achieve anything alone, but...

What probably took me way too long to learn: 
Outcomes get clearer and opportunities become greater when you stop over-complicating and just stay true to who you are and what you actually care about.

taplio

The Battle

Fabio Sausen

Adam Tanaka

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taplio

The Battle

Fabio Sausen

Adam Tanaka

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Adam Tanaka's LinkedIn Performance

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