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

Vladimir Bushin

Camp Negotiation Systems

- Coaching individuals and teams
- Consulting to achieve set personal and business goals
- Training skills to build business relationships and make lasting agreements

Coach

State Court, Minnesota

Qualified Neutral: Civil Mediation

Cialdini Institute

Improving business outcomes through ethical influence

Founding Member

Bushin Consulting, LLC

- Training: Workshops in influence and negotiation for business professionals to build skills
- Consulting: Strategy and communication patterns to achieve specific objectives
- Coaching: Improving communication patterns and creating opportunities for personal growth
- Conflict resolution: Emergency help in difficult situations to protect deals, jobs, relationships, revenue, etc.

Business Relationships Consultant, Founder, and CEO

Negotiation Practice Community

Facilitating deliberate practice, organizing community, raising funds, coaching

Founder and Negotiation Practice Master Host

Pearson VUE

•	Improve throughput of 50+ teams by optimizing product domains and value streams
•	Orchestrate alignment of product portfolio for a large group and multi-million budget
•	Increase the rate of innovation
•	Created a technical Community of Practice and pivoted specialized teams into cross-functional teams

Senior PM | Agile Coach

U.S. Bank

As an Agile Program Manager | Solution Train Engineer | Senior Scrum Master, I was responsible for planning and streamlining work of 15 (onshore and offshore) teams, seven Scrum Masters, and two RTEs across two products. I oversaw all aspects of product delivery, program development, strategic planning, coordination, as well as adoption of Agile practices, financial tracking, change management, communication and tracking tools, collaborative culture, and performance coaching.
• Launched three major versions of Real Time Payments and one major version of Payment Hub
• Championed multiple minor releases for Real Time Payments product.
• Structured two Release Trains and cross-team coordination within the program and six related products.
• Devised strategic and tactical roadmaps, managed dependencies, and organized releases across products.
• Played a key role in strategic planning of two large portfolios over $100MM over two years of work while partnering with PMO on portfolio management, financial tracking, risk management, and executive dashboards development.
• Empowered shift to trunk-based development and usage of feature switches for continuous deployment, which resulted in
• Annual savings of up to $250K on branching, merging, and deployment activities.
• Delivery flexibility enhancement.
• Combined efforts with vendor (IBM), leadership, and project management office on developing strategic plans, staffing, communication, and financial planning for years of 2019 and 2020.
• Championed the development of test automation improvements roadmap for a complex product environment.
• Defined and established strategic goals and OKRs for the Real Time Payments program.

Agile Program Lead, RTE, STE

US Bancorp

As an Agile Coach at US Bank, Corporate Payment Systems, I delivered technical guidance and training to Scrum Masters, Product Owners, Managers, Stakeholders, and Development teams of over 50 people, developing three new cross-functional Scrum teams working on Data Warehousing solution.

• Strengthened scaling model, relationships, and collaboration across teams to deliver Data Warehousing solution.
• Leveraged Agile methods and approaches for Data Warehousing development along with training for efficiency.
• Pioneered innovative strategies for maturing Agility in Data Warehousing group and steering Agile COE for successful collaboration and implementation of Agile and Scrum principles.
• Improved transparency of teams by supporting creation of compelling Scrum reports and release forecasting.
• Optimized organizational throughput by focusing Product Owners and development team on the most valuable activities as well as clarifying roles and responsibilities.

Agile Coach

UnitedHealth Group

During this tenure at Optum, Cirrus, Claims Adjudication, I continuously supported development teams and facilitated Agile transformation on a large Cirrus program. I managed a group of 10+ teams for effective management of “Clinical Editing System”, “Out of Network Pricing” and “Authorization and Referral” work streams, while coordinating around “Out of Network Pricing” business functionality across five applications in Cirrus and Polaris.
• Established Agile Center of Excellence along with advising and mentoring Product Owners, Scrum Masters, and PMs on the program, which resulted in consistent application of processes as well as clarification of purposes of scrum ceremonies, roles, and responsibilities.
• Drove process improvements to streamline development work streams on a program of 300+ people, improving transparency, definition of "Done", definition of "Ready", and making teams cross-functional.
• Organized CA Agile (Rally) projects for planning, tracking and reporting.
• Enhanced operational readiness for seamless delivery to the production environment.

Agile PM & Scrum Master

Wells Fargo

As an Agile Project Manager, I organized and executed six concurrent projects by managing program strategy and roadmap development.
• Led and accomplished Agile project within the defined budget of $900K, timeframe, and quality constraints.
• Steered Agile transformation while training, coaching and mentoring product owners, scrum masters, and teams.
• Developed program planning, tracking and reporting in Version One.
• Improved automation processes and tools that led to supporting teams in removing impediments and issues.

Agile Project Manager, Scrum Master

I will help you create opportunities, make outstanding delas, and improve relationships through ethical influence and negotiation

I had a few successful careers before I found my passion in helping people make agreements. I started as a software developer and technical support specialist, then worked as a manager and an Agile professional. My career includes many years of working in a corporate environment in various roles.

I'm an immigrant from Russia since 2006, and it was a big change in my life, which I appreciate immensely. Living in a free country where democracy is supported on many levels is a true blessing. My transition involved developing new skills to build relationships with people.

The idea of my personal business has led me to achieve several milestones, including earning an MBA, obtaining a Crucial Conversations trainer certification, becoming a Cialdini Institute coach, becoming an author, and founding a community of practice where people can improve their soft skills every day.

I help sales professionals and company leaders master the psychology behind high-stakes alignments and agreements. Trained by the Cialdini Institute and Camp Negotiations, I have helped hundreds of people reach their goals.

Here are some examples:

● Took a senior account executive from 48% to 74% closing rate (2 months)
● Helped release funds that were stuck due to a disagreement for 5 weeks (1 consultation) 
● Helped a corporate leader secure a 12% salary increase (2 weeks of coaching) 
● Restructured client's role to report to COO (8 months) 
● Helped a client resolve a university dean & union conflict (1 month) 
● Helped a client close a deal in days that was stalled for months (1 consultation) 

✅ This works best for people who are open to collaboration
❌ Won't work if you are not open to doing things in a new way

You can reach me at: vb@bushinconsulting.com

taplio

The Battle

Fabio Sausen

Vladimir Bushin

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?