I design and automate revenue- and quality-critical workflows. These are the mechanisms where cost, speed, service quality, and scalability are actually decided.

My work sits at the intersection of customer operations, execution discipline, and system design. I focus on identifying constraints, structuring decision-relevant processes, and building workflows that hold up under real operational pressure. Not idealised assumptions. Automation is not the goal; it is the multiplier.

I apply the Theory of Constraints to identify and remove bottlenecks that limit throughput, quality, or decision speed. As a Project Management Professional (PMP®), I combine structured delivery standards with hands-on leadership to ensure execution remains disciplined without becoming rigid.

PROVEN TRACK RECORD IN SCALABILITY AND OPERATIONAL DESIGN

As VP Client Services and Founding Team Member at SCALIVO, I help scale customer service operations for high-volume e-commerce brands across Europe. My responsibility goes beyond delivery: I design the workflows that directly determine unit economics, service quality, and operational resilience at scale.

Leveraging probabilistic risk management techniques, including Monte Carlo simulations, I support decision-making under uncertainty and help organisations move from fragile growth to repeatable, scalable performance. My focus is always on systems that work at volume, not just in pilot mode.

PEOPLE-CENTRIC LEADERSHIP, ENABLED BY CLEAR SYSTEMS

Earlier in my career, including leading the Data Consulting practice at Dept Agency, I learned that sustainable performance is rarely a people problem; it is a system problem. I focus on building operating models, KPIs, and workflows that enable teams to perform well without constant firefighting.

In my experience, strong leadership is less about control and more about designing environments where expectations are clear, feedback loops are short, and people can consistently do good work.

ACTIONABLE THINKING FOR FUTURE-READY ORGANISATIONS

Beyond my operational roles, I contribute to the broader conversation on execution and innovation. I am the author of several books, most recently “6 Building Blocks for Successful Innovation” (with Dr. Massimo Garbuio, University of Sydney), offering practical guidance for leaders navigating complexity and change.

Moritz Dressel

Helping agencies scale | Co-founder at Scalivo

Hi, I’m Stephen—Managing Director at Scalivo, where we help Europe’s leading ecommerce brands dramatically cut customer service costs without compromising quality.

At Scalivo, my co-founder Sander Bohlen and I work together to lead a passionate and talented team committed to transforming customer service operations. We deliver multilingual, 24/7 written support that scales to meet the unique needs of our clients, all while helping them reduce costs, improve operational efficiency, and build stronger customer loyalty. By combining cutting-edge tools with human expertise, Scalivo creates measurable results that drive exceptional customer experiences—all at a fraction of the traditional cost.

Through transparent, per-closed-ticket pricing, we ensure predictable costs for our clients while delivering consistent, high-quality support across all European languages. Our modern, scalable solutions replace outdated customer service models, enabling businesses to adapt and grow without the constraints of long-term contracts. With a remote-first team, primarily based in Ukraine, Scalivo operates ethically and efficiently to provide real value to our clients and their customers.

As a professional, I’ve built my career on challenging conventions, identifying creative solutions, and driving meaningful results for businesses across industries. With a strong background in leadership, B2B customer acquisition, and project management, I thrive on helping businesses tackle complex challenges and achieve operational excellence.

Outside of work, I’m a proud husband and dad to three amazing boys. I’m also a lifelong hockey fan—whether I’m playing, watching, or rooting for my favourite team, the Pittsburgh Penguins! I’m equally passionate about exploring the startup and tech worlds, travelling, and staying informed on global economics.

Other notable work related highlights:

★ Played an integral role, as a founding employee, in helping LEROI Consulting exit to one of Europe’s leading agencies.
★ Initiated, cultivated and on-boarded behavioural health industry's largest player as an advertising partner at ChooseHelp.
★ Part of Emmy award winning (best visual effects) team for Game of Thrones.
★ Selected to work in the Canadian contingency's HQ in Bosnia and Herzegovina (incl. top secret security clearance).

I love meeting people and learning new things so feel free to send me an invitation to connect.

Let's connect! → scalivo.co / stephen@scalivo.co / +49 151 64405527

Stephen Delisle

We (mini)pivoted... again...

If you’ve been following Scalivo for a while, you might be getting déjà vu.

This is pivot number four… in almost four years.

Mind you, this one is probably the smallest shift… but likely the most important.

A quick recap of our path so far:

Original Concept ('22-'23) – B2B sales & marketing consulting for small-to-medium-sized agencies.

Pivot 1 ('23) – same services… new target group: bootstrapped SaaS companies.

Pivot 2 (Q1 '24) – same services... new target group: German Mittelstand.

Pivot 3 (‘24-‘25) – customer service outsourcing for large ecommerce brands.

This last pivot was our biggest shift so far... and it made sense at the time.

Companies were already paying for customer service… we just had to plug into existing systems and execute.

And despite all the advancements in AI and automation, many support tickets still require a real human at some point.

To this day, we still handle thousands of tickets for our clients every day.

So what didn’t really work (for us)?

First, long sales cycles. 

Second, our USPs (free 30-day trial, better pricing, smarter human agents, no long term lock-in) weren’t the main buying criteria for large corporates.

They prioritised risk mitigation above all else.

And no matter how well we explained our safeguards, many simply weren’t comfortable with the fact that our team operates out of Ukraine.

Fair enough.

Which brings us to today.

Pivot 4 (present) – Scalivo is Ops-as-a-Service for SMB ecom brands.

In reality, this isn’t a big reinvention.

It’s a focus decision.

We’ve already been doing operational work for both small and large brands for years.

Now we’re narrowing in on founder-led ecommerce companies who are still deeply involved in day-to-day operations.

Where tools / AI / automation covers 50%+.

But the remaining work drains all the time / energy / bandwidth.

- Customer support
- Payments
- Fraud and chargebacks
- Product listings
- Marketplace ops
- Backoffice workflows
- …

It’s the operational layer that never fully disappears.

Why this will work (for us): 

Because we have the experience of running operations for large corporates… and now we can bring those systems and best practices to smaller brands who don’t have enterprise headcount and / or budgets.

And because our team is exceptionally strong at handling the operational work where tools and automation stop… so founders get immediate relief without the hiring hassle or risk.

Four pivots… in almost four years.

This one doesn’t feel reactive.

It feels clear.

Smaller ecom brands are competing with giants… and customer expectations don’t scale down just because headcounts and budgets do.

If we can help close that operational gap, founders can focus more on strategy and less on firefighting. 

New website → s͟c͟a͟l͟i͟v͟o͟.͟c͟o͟m͟

✌️

P.S. I’ll be at Ecom Expo Berlin tomorrow and Wednesday to speak directly with founders about their operational struggles… if you’re attending, send me a DM.

Immediate Ops Relief for Ecom Brands | Ops-as-a-Service | Managing Director at Scalivo

taplio

The Battle

Moritz Dressel

Stephen Delisle

Followers

Posts

Engagements

Likes

Performance ScoreStephen Delisle's LinkedIn Performance

Ready to grow your LinkedIn presence?

taplio

The Battle

Moritz Dressel

Stephen Delisle

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Stephen Delisle's LinkedIn Performance

Ready to grow your LinkedIn presence?

Performance ScoreStephen Delisle's LinkedIn Performance