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

ADM Logistics Group

- Develops and implements comprehensive global procurement strategies, ensuring that sourcing initiatives align with ADM Group’s overarching logistical business objectives.
- Leads and mentors cross-functional teams in establishing innovative, agile procurement processes, promoting collaboration across diverse international markets.
- Champions sustainable sourcing and ethical supply chain practices, embedding core values into all procurement activities.
- Collaborates with key stakeholders and industry partners to identify new opportunities, streamline supplier relationships, and improve risk management.
- Promotes a culture of continuous improvement and operational excellence within the procurement function, driving strategic innovation and team development.

Global Procurement Director

Harmonised Success

- Designs and delivers coaching programs for individual and organisational leadership transformation, creating high-performing leaders and teams.
- Champions a culture of wellness and productivity through bespoke coaching for leaders and teams, prioritising well-being and self-care to harmonise their work and life.
- Drives transformation with customised leadership development programs, focusing on innovation and adaptability.
- Pioneers holistic wellness and self-care practices in organisations, creating a balanced environment for productivity and well-being.
- Works with leaders from industry-leading organisations, including Hyundai, Qatar Airways, ING, HSBC, Yokohama, Citigroup, Vodafone, Makita, O2, Bridgestone, Xiaomi, RyanAir, British Gas, and General Motors.

Founder, Senior Leader Developer, and Work-Life Harmoniser

Self-Employed Contractor

- Leads initiatives for UK and Middle Eastern companies, achieving 30-35% improvement in sales gross margin through customer-centric approaches.
- Creates high-performing sales and customer service teams, exceeding 90% customer satisfaction in multiple companies.
- Mentors leaders, promoting growth with personalised development and succession plans.
- Builds positive cultures, boosting employee retention and satisfaction across diverse environments.
- Implements performance management frameworks, increasing performance and productivity by 50% in multiple companies
- Designs, executes, and refines contact centres for startups and BPOs in the Middle East, driving operational excellence.
- Coaches individuals on leadership, sales, team building, culture creation, and well-being.

Senior Management/Business Consultant

Axle Group Holdings Ltd

- Led sales team overseeing distribution across 4 UK warehouses.
- Implemented a sales strategy that increased team performance by 35%.
- Achieved a 100% staff retention rate for 2 years with coaching and development plans.
- Grew market share of key accounts by 40% and increased credit spend from the Top 50 by £50m+.
- Implemented a wholesale strategy resulting in a 50% rise in bulk orders.
- Secured new stockist accounts, expanding market reach and product portfolio (premium & budget brands).
- Developed team members for senior roles, contributing to organisational growth.

Senior Director Sales Operations

Slipstream Global

- Led sales and marketing division with comprehensive oversight.
- Established and facilitated a leadership development program, grooming future operations delivery managers.
- Designed training and management programs, boosting employee retention by 70%.
- Implemented lead qualification strategies, improving lead quality by 50%.
- Increased lead generation quality scores by 20%, optimising divisional performance.
- Managed 10 simultaneous projects for major clients (Microsoft, Oracle, HP, IBM, SAS, and Fujitsu), delivering excellent service and client satisfaction.

Sales/Marketing Operations Director

Convergys Intelligent Contact

- Led a large contact centre (200+ staff, 20 managers) to operational excellence, exceeding client expectations.
- Achieved consistent recognition, with the team winning "Outsourcing Contact Centre of the Month" multiple times for major clients.
- Engineered a remarkable 35% increase in employee retention and maintained exceptional churn below 5%, fostering a highly motivated workforce.
- Created a robust talent pipeline by mentoring future contact centre team managers.
- Implemented innovative incentive programs, leading to a 25% productivity surge, 35% sales growth, and 30% improvement in customer satisfaction.
- Managed P&L effectively, achieving a 25% increase in CPS through fixed and hybrid models, ensuring optimal profitability.
- Improved quality standards by improving monitoring (30% advisor score improvement) and setting new service benchmarks.
- Designed and implemented diverse coaching programs, optimising employee development and solidifying succession plans.

Site General Manager

- Led a team of 100+ and 10 managers, achieving "Outsourcing Contact Centre of the Month" multiple times for several clients, including British Gas, O2, and Sky.
- Boosted employee retention by 30%, keeping churn below 5%, and fostered a motivated team.
- Mentored team members into management roles, demonstrating a commitment to internal talent growth.
- Implemented incentive programs that increased productivity by 25%, sales by 35%, and customer satisfaction by 30%.
- Managed floor P&L, raising CPS by 25% for clients through fixed and hybrid models, ensuring profitability.
- Improved quality through improved monitoring (30% advisor score improvement) and coaching models, setting new service standards company-wide.

Sales & Customer Service Contact Centre - Floor Manager

- Led high-performing team of 20, exceeding sales and retention targets for industry leaders (British Gas, O2, Sky, Shop Direct). Team consistently received "Team of the Month" honours.
- Implemented strategies that reduced churn to under 5% and boosted employee retention by 50%, fostering a motivated team.
- Developed team through coaching, elevating several members to senior roles. Pioneered new KPIs to improve performance.
- Played key role in recruiting & onboarding over 100 staff, ensuring a competent workforce.
- Shadowed managers and took on additional responsibilities, demonstrating a commitment to continuous learning.

Sales & Customer Service Contact Centre - Team Manager

- Led sales team as Senior Advisor, boosting overall success and efficiency.
- Consistently exceeded targets in outbound sales & inbound retention campaigns.
- Perfect attendance record: Demonstrated unwavering commitment.
- Shadowed manager, led team briefings, revamped scheduling & implemented incentives (to boost performance & motivation).
- Managed team seamlessly in manager's absence, ensuring continuity.
- Coached & supported team members, significantly improving their skills & performance

Sales & Customer Service Contact Centre - Senior Sales Advisor (Team Leader)

Oracle Advertising

- Exceeded daily sales targets (8+) for Sky, BT & Dogs Trust campaigns.
- Promoted to Team Leader, training new recruits with my expertise.
- Optimised outreach by mapping strategic areas for door-to-door activities.
- Earned "Salesperson of the Day" multiple times for exceeding expectations

Field Sales Team Leader

Top 35 UK Leadership Creator (Favikon) | Global Procurement Director | Manchester Native Experiencing The Middle East

Leadership that can align both personal and professional success begins with you.



Ever felt like you’re sprinting in a marathon you didn’t sign up for?

I’ve been there, grinding through sales floors in the UK, tackling cross-border business, and convincing myself I was “just fine” while running on fumes. 

Spoiler alert: I wasn’t fine. 

Burnout hit me like a freight train, and I realised that chasing success without personal harmony is a fast track to nowhere.

That epiphany changed everything.

Over the past 15+ years, I’ve hopped between sales leadership, management consulting, and founding my own coaching platform, Harmonised Success. It turns out that leading from a place of harmony and authenticity is the difference between thriving and merely surviving.

Now, while working full-time as a Global Procurement Director, I’m blending operational grit with a passion for leadership that doesn’t devour your life. 

My days are spent steering global sourcing strategies and guiding senior leaders to find that sweet spot where drive and well-being fuel each other. 

Yes, it’s possible. Really.

If you’re tired of juggling tight deadlines while your sanity slowly slips away, I’m here to help. 

Together, we’ll reclaim your focus, boost your team’s performance, and develop a leadership style that doesn’t compromise your life outside the office. 

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Let’s make your leadership journey feel as fulfilling on the inside as it looks on the outside.

Book your free 30-minute clarity call: https://www.harmonisedsuccess.com/booking

Or DM me the word Harmony, and let’s start building a future where your leadership thrives without personal compromise.

P.S. Join 7,000+ recieving tips on leadership and work-life harmony through e-mail and social. 

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Saieed Sadeghzadeh

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