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

Mott MacDonald

Support project coordination and technical review activities for Utah Transit Authority rail fleet programs. Work with vendor engineering teams to review design documentation, clarify requirements, and ensure compliance with performance, safety, and regulatory expectations. Contribute to issue tracking, risk discussions, and project communication across internal and external stakeholders.

Project Manager - Rolling Stock

School of Rock Salt Lake City

Co-own and operate a performance-based music education studio serving the Salt Lake City region. Responsible for business strategy, staffing, operational systems, local partnerships, financial planning, and student program development. Focused on building a sustainable, community-centered learning environment that develops confident young musicians.

Co-Owner / General Manager

Writing Architect

Provided brand messaging, website content, and conversion-focused marketing copy for small and mid-sized businesses.

Owner / Copywriter

JKD Products Inc

Served as the sole engineer responsible for electrical and mechanical product design across custom trailer and equipment builds. Converted functional requirements into manufacturable wiring harness and component layouts, coordinated directly with fabrication and assembly teams, and supported testing, troubleshooting, and iterative refinement through release.

Design Engineering Manager

Designed wiring harness systems and electrical layouts for commercial trailer products. Coordinated with suppliers and production teams to implement manufacturing-ready designs.

Electrical Design Engineer

Stadler US

Supported train system integration, resolving cross-system electrical compatibility and performance issues. Worked directly with OEM engineering teams to align design packages with U.S. regulatory and operational requirements.

Electrical Systems Engineer II

Led on-site commissioning and testing of passenger rail vehicles, coordinating issue identification and resolution across propulsion, control, and safety systems. Facilitated collaboration between shop technicians, systems engineers, and vendor reps to meet delivery milestones and acceptance criteria.

Electrical Commissioning Engineer

NJ TRANSIT

Maintained, diagnosed, and repaired electromechanical and control systems across passenger rail equipment. Interpreted technical specifications, wiring diagrams, and system documentation to ensure safe, compliant operations. Collaborated with operations, maintenance, and safety teams to return rail assets to service efficiently and reliably.

Electrician

US Navy

As a Nuclear Electrician’s Mate in the U.S. Navy, I qualified through one of the most rigorous technical training pipelines in the military. I maintained, operated, and troubleshot electrical systems within a high-reliability naval nuclear propulsion environment, performing both preventive and corrective maintenance on power distribution equipment, control circuitry, and safety systems. The role demanded strict adherence to procedures, precise technical documentation, and consistent systems discipline. My time in the Navy built habits of accountability, attention to detail, and composure under pressure — habits that continue to shape how I approach engineering work today.

Electrician's Mate (Nuclear)

I help digital coaches/consultants attract high-quality clients with scalable marketing systems | Marketing Copywriter + Electrical Systems Engineer | 5% goes to Whale and Dolphin Conservation

I’ve always been drawn to how things connect — systems, processes, people, and the ideas that keep them moving.

I began my career in the U.S. Navy as a Nuclear Electrician’s Mate, where I learned to work with high-reliability systems, uncompromising standards, and the kind of discipline that only comes from environments where mistakes aren’t optional. That foundation shaped how I approach technical work and responsibility today.

After the Navy (and a lot of subsequent schooling in physics and engineering), I continued building my career in complex transportation and engineering environments. I moved into hands-on electrical systems work in passenger rail operations and later took on roles in commissioning and systems integration.

Today, I work in multi-stakeholder project coordination and technical review for rail fleet programs while also co-owning School of Rock Salt Lake City, where I manage daily operations, program development, and community engagement. Operating a business alongside a technical career has sharpened my ability to understand people, prioritize decisions, and stay accountable for outcomes.

Earning my Professional Engineer (PE) license has deepened my sense of accountability, not just to technical standards, but also to the people and systems those standards serve.

My goal is to continue bridging the gap between engineering precision and people-centered management, and to grow into a leader who brings clarity, empathy, and structure to complex environments.

Learning to lead through systems and people.

Cian Earls 🐬

Big milestone today.
I officially earned my Professional Engineer (PE) license.

It’s been a long road getting here,
and for a while, I’d given up on the idea.
I thought it wasn’t meant to be.

Between the strict requirements, full-time work, starting a business,
and finding my footing again after a few career detours,
it more often than not felt out of reach.

But every setback became part of the process.
Every late night.
Every moment of self-doubt.
Every small win that eventually added up to something that mattered.

Engineering, for me, has always been about connection and trust.
Earning my PE has deepened that sense of accountability.
It’s not just about technical precision.
It’s about integrity, clarity, and the impact behind every decision.

I’m proud of how far I’ve come,
and excited (and grateful) to continue learning to lead.

Cian Earls

Licensed Utah PE & Certified PMP | Electrical Engineer & Business Owner | Learning to Lead Through Systems & People

I’m happy to share that I’ve obtained a new certification: Project Management Professional (PMP) from Project Management Institute!

My daughter was born last week,
and it’s made me reflect on what
my other two kids have already taught me.

Lessons about patience and presence.
Lessons about slowing down in a fast world.

The truth is, my kids have taught me 
more about leadership than
any course or title ever could.

Being a parent requires sacrifice,
the kind that asks you to put others first,
not once, but every single day.

And I’ve learned that real leadership is similar.
Long-term outcomes are built on quiet, consistent sacrifices
that no one sees except the people you’re showing up for.

With another little one joining us,
I’m reminded that learning to lead
starts and ends at home.

What have your kids (or the people you care for) taught you about leadership?

Something I’ve been noticing:

A lot of stress in projects comes from assumptions rather than disagreements.

When expectations are clear, work feels lighter.
When expectations are vague, even small tasks feel heavy.

Clarity isn’t flashy, but it changes everything.

Sometimes, people get under your skin.

They miss details.
They give pushback.
They don't listen.
They don't follow through.
They make poor decisions.

And the natural instinct is ALWAYS to react.

But good leadership is the opposite of reaction. 

It's the ability to slow down instinct:
the power to overcome the moment,
setting the tone for everything else.

Not because you’re above it,
but because you’re responsible for it.

It's not about control of others.
It’s about control of yourself.

How do you slow yourself down before reacting?

Lately, I’ve been reflecting a lot on what it means to lead. 
Not in a title sense, but in the everyday sense. 

How you respond when things get messy. 
How you communicate when you’re frustrated.
How you balance systems, people, and expectations 
when all three pull you in different directions. 

Those are the moments that shape your leadership style 
and mold the culture around you. 

What does good leadership look like to you these days?

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Cian Earls 🐬

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Cian Earls 🐬

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