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

Substack

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Senior Engineering Leader with 20+ years in cloud, DevOps, and scaling high-performing teams. 

I partner with organizations as a fractional CTO, interim engineering leader, or advisor, helping align strategy, culture, and execution. I enable teams to grow sustainably, accelerate transformation, and achieve measurable results without disrupting culture. 

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Pinnacle Pet Group

As an experienced Engineering Leader, I lead four teams, focusing on empowering them, aligning engineering goals with business objectives, and fostering a culture of continuous improvement and respect.

> I’m focused on balancing organizational risks, not just from a technical perspective but from a broader business and people standpoint.
> I believe in resolving conflicts proactively to keep the team’s morale high and our productivity on track.
> I guide my team through transitions, ensuring we adapt and evolve with changes in processes or tools.

Tech Stack
Azure Virtual Machines, Azure Fabric, Azure Monitor, Azure Power Automate, Azure Defender, Azure Data Gateway, Power BI, M365, Azure Site Recovery, PowerShell, Microsoft Fabric, PowerApps, Azure AI

 Cloud Services & Infrastructure - Lead

Vista

Led and managed a fully remote, distributed engineering team across multiple time zones, delivering critical backend cloud applications and services for both internal stakeholders and external clients. Successfully orchestrated the development and support of cloud-based solutions, ensuring high availability, scalability, and security.

Experience as a Technical Lead on IT projects.
Skilled in administering Google Workspace, Office 365, MDM, and SSO tools.
Proficient in using Confluence, Jira Service Management, Slack, and AI tools.
Proficient in Azure cloud platforms.
Knowledgeable in Application and Endpoint Security, including zero-trust concepts.
Experienced in IT Service Management to ensure efficient IT service delivery.

Tech Stack: Azure, AWS, GCP, Office 365, Azure Logic Apps, Javascript, Python, Box, Zoom, Slack, Intune, Mosyle, C Sharp, Windows Server 2016, Auth0, Duo

Senior Engineering Manager - Enterprise Apps & Cloud

Ocado Technology

Led and managed multiple high-performing engineering teams to architect and develop scalable, multi-million dollar distributed microservices in a cloud environment. Spearheaded the design and implementation of robust backend infrastructure, ensuring performance, reliability, and security across large-scale cloud-based applications.

Tech stack: Python, AWS Cloud, GCP, Gitlab, Django, REST, NoSQL, SQL, Docker, Jira, AWS Lambda, Splunk, API GW, Markdown, Cloud Formation, Nginx, Linux, Redis, Slack, ELK, Memcached, Postman, AWD Direct Connect, AWS GuarDuty

Senior Engineering Lead - Cloud Services

Planning with teams the delivering of enhancements in the Ocado Technology Platform

Interim Product Owner

Led the Application Security Team at the forefront of the team's activities, management and direction. Established new processes, a particular emphasis is placed on enhancing security measures through frameworks such as OWASP, STRIDE, and Blue Team methodologies.

Interim Application Security Team Leader

Viastak

Spearheaded multi-million projects by providing technical delivery, building and migrating on premise infrastructure and applications to the cloud for a variety of international and local clients.

Tech stack: Python, PowerShell, Bash, Go, AWS Direct Connect, MS Azure AD, Active Directory, Citrix XenDesktop, SQL, REST, Windows Server, Ubuntu, MS Exchange, Office 365, Google Suite, VMWare vSphere, CentOS, Citrix XenDesktop, Citrix NetScaler, SQL2008/2014, SharePoint 2013, CRM Dynamics 2016, Cisco Meraki (MR34), Ruckus Wireless (Director 3000, ZoneFlex R700), Cisco 3850, Juniper SRX650, MFA Duo Security, Ansible

Senior Technical Project Manager

IT Lab

Lead a team of 23 from 1st to 3rd line engineers, supported diverse engineering environments for several clients(e.g. McLaren, Cambian, MS Society, Plan International, Advanced Child Care)


Tech Stack: Commvault, Veeam Backup, Arc Serve, Websense, Bloxx Web Filtering, Symantec Message Labs, Cisco 2960, Cisco 2821, Juniper SRX100, FortiGate 60, Cisco CME, Cisco CUE, BES 10, Exchange 2010/2013, Mimecast, SQL 2008/2012, VMware vSphere 4.0, Citrix XenApp/XenDesktop, SCCM 2007, Microsoft Server 2008/2012 (LDAP, AD, GPO), Office 365, AWS, CentOS, Papercut Print

Senior Infrastructure Engineer | Team Leader

McLaren Automotive Ltd

On-site and remote support to over 2000 customers, which included C-suite customers. Supported the local IT infrastructure components. Led administration and troubleshooting for the Uniflow Server and Papercut. Utilized ticketing system “Hornbill.”

KEY ACHIEVEMENTS
 “Best Engineer of the Month” award, 2013

Senior Engineer

Zon TVCabo

-  Supported and lead a team of 10 NOC engineers
-  Implemented and provided training and coached team members
-  Provided 3rd line support for an ISP Metro LAN (DOCSIS 3, FTTH)
-  Installed, investigated, resolved and documented all problems on an ITIL environment
-  Content management for www.zon.pt (HTML, JavaScript, CSS)
-  Created and updated documentation (Checklists, How-to, Processes, Procedures

Senior Operations Engineer -Telephony & Networks

I offer fractional, interim, advisory or part-time positions at the Senior Engineering Manager or Engineering Director level.

I’m a Senior Engineering Leader with over 20 years of experience building and scaling high-performing teams, cloud platforms, and DevOps practices. I’ve led diverse engineering organizations, helping them grow their capabilities, culture, and impact while navigating complex technical and organizational challenges.

I partner with organizations as a fractional leader, advisor, or interim manager, providing guidance in cloud infrastructure, platform strategy, team scaling and culture, and leadership development. 

My approach is human-centred, I focus on empowering people, aligning teams around shared goals, and creating sustainable growth.

I help companies and leaders:

Accelerate transformation without disrupting culture
Scale engineering teams and capabilities efficiently
Develop leadership practices that stick
Bridge strategy and execution with clarity and focus

Whether it’s a short-term engagement or a long-term advisory role, my goal is to enable your organization to achieve results faster while leaving lasting improvements in culture, capability, and leadership.

If you’re looking for someone to step in as a fractional CTO, engineering leader, or strategic advisor, let’s connect and explore how I can help you move forward.

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Diamantino A.

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