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

Christopher M. Bowles

Strategment

Drive exponential growth and operational excellence for private and family-owned businesses through strategic guidance and hands-on consulting. Transform business performance with executive sessions, coaching, and workshops that align operations and strategic planning. Expert in KPI development and monitoring, rapid business scaling, organizational optimization, and leadership enhancement. Deliver actionable solutions to critical challenges, resulting in significant revenue growth, increased profitability, improved operational efficiency, and sustainable success.

Consultant | Growth Advisor

Magna Fides Ventures

Partner

The Haro Group of Keller WIlliams Historic District

Chief Operating Officer | Advisor

Homes for Heroes®

Managed day-to-day business operations concentrating on developing the leadership team, setting the operational direction and tempo, crafting and executing strategic and operational plans, guiding effective decision making, effectively allocating resources for maximum return, and leading teams in achieving goals and fulfilling company’s mission.

Trajectory: Sales Rep → Sales Manager → General Manager → VP of Ops → President | COO

President | Chief Operating Officer

Fish & Richardson P.C.

Oversaw the human resources function for the firm’s Atlanta, Houston, Minneapolis, New York, and Redwood City offices. Consulted with firm management on employment law, organizational development, performance management, employee relations, compensation and benefits, and recruiting and staffing needs. Project team leader for introduction of firm-wide employee recognition program. Managed firm’s staff performance evaluation, market pricing, and merit increase processes.

Senior HR Leader

U.S. House of Representatives

Office of U.S. Representative Jim Ramstad: Represented Minnesota’s Third Congressional District.

Representative's ambassador at public meetings, events, and ceremonies.  Managed constituent correspondence, drafted staff letters, and responded to complaints and inquiries.  Researched and analyzed legislative issues.

Congressional Assistant

United States Marine Corps

2nd Battalion, 7th Marines, 1st Marine Division (Rein).  2/7 War Dogs.  "Ready For All, Yielding To None.  Cry havoc and let slip the dogs of war." 

Sergeant of Marines.  Successfully planned, coordinated, and executed the battalion administrative functions for numerous deployments in support of combat operations.  Principal assistant to the Commanding Officer in all matters pertaining to legal personnel issues, internal organization, and operation of the legal section.  Supervised, trained, and developed a combat ready team of Marines.  Oversaw the accurate pay, benefits, personnel tracking, awards, and promotions for the battalion (1,000+ Marines and sailors).  Served as the Executive Officer’s Personal Security Detachment Team Leader during combat operations.  

Battalion Color Sergeant  
Rifle Range Top Shooter (11/2003) 
Corporal’s Leadership Course Honor Graduate (10/2003)

Non-Commissioned Officer in Charge, Battalion Legal Chief, and Personnel Administrator

Guiding $5M-$50M businesses to Multiple 8-Figure Growth | Generated $100M+ for clients | Growth Advisor | Ex: COO + President | US Marine

If your $5M-$35M business is facing:

- Slowing or stagnating growth
- Growth beyond infrastructure capacity
- A significant downturn requiring swift, strategic change

I've been there. And many businesses have encountered these obstacles and have not only reversed course, but leaped forward to multiple 8-figure growth.

And this transformation can happen without:

- Increasing your workload
- Incurring additional expenses
- Sacrificing more of your personal time

I've guided transformation from the ground up, enabling leaders like you to achieve dream outcomes. Here are some highlights:

- Boosting owner earnings by $12M+
- Elevating real estate, tech, and services firms to multiple 8-figure growth
- Uncovering $5M for a luxury resort through strategic marketing and process optimization
- Leading businesses in diverse sectors to dominate their markets, generating over $100M in sales
- Doubling a marketing agency's sales with a strategic pivot

My approach is simple: Identify growth barriers and deploy proven solutions for lasting, scalable success.

Here’s how I can help you:

1. Subscribe to the Multiple 8-Figure Growth newsletter at christophermbowles.com for weekly insights. Learn from case studies of businesses scaling their operations and revenues, with actionable strategies to fuel your growth.

2. Comprehensive Business Diagnostic: A deep dive to discover obstacles and hidden opportunities. Like an x-ray for your business, highlighting effective areas and uncovering potential earnings in sales, marketing, leadership, and finance. On average, we find over $1M in easily achievable earnings, with a clear roadmap to access these gains and more.

3. Business Operating System Install and Implementation: Custom solutions to make your operations smoother and support sustainable growth. We streamline your processes, set clear goals, and introduce tools and methods to boost productivity across your business.

4. Ongoing and Bespoke Coaching and Consulting: Tailored, continuous support to tackle the complexities of scaling. Includes strategy sessions, actionable advice, and accountability practices to keep you on track toward your ambitious goals. Whether it’s refining your model, exploring new markets, or building your leadership, our coaching evolves with your needs.

Ready for transformational growth? Choose one of the options above and let's get started. 

To your growth, success, and impact. 

Christopher M. Bowles (CMB)

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Fabio Sausen

Christopher M. Bowles

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