Senior Operations & Service Delivery Manager

I am designing and building a full-stack CRM/ERP platform from scratch, covering client management, inventory, dispatch, finance, SLA/KPI dashboards, project tracking, and task automation.

I manage a team through the full product lifecycle and translate complex B2B and B2C requirements into scalable delivery models. I also track workstreams in JIRA using Agile methodology.

I am building workflow automation to remove manual tasks, reduce processing time, and free the team to focus on higher-value work.

I oversaw multinational mobility and food delivery operations across multiple countries, with full P&L accountability and budgets ranging from €1M to €5M per month.

I helped optimize Salesforce and later transition to an internal tool, improving visibility and reducing escalation resolution time through standardized workflows. I also maintained SOW compliance and SLA adherence across all lines of business.

I mentored SDMs and Operations Managers, ran weekly coaching sessions, and represented the operation in business reviews with senior stakeholders. I also integrated and automated Power BI reporting and built onboarding programs for junior managers.

I ran four concurrent projects across gaming, financial services, and mobility, managing a combined headcount of more than 500 staff.

I led the end-to-end implementation of Microsoft Dynamics CRM, including requirements scoping, configuration, integration, and training. I delivered the project on time and on budget.

I also designed the company’s first standardized quality audit framework and served as the sole client-facing point of contact across multiple accounts.

I built and ran a 500+ person EMEA operation serving a global technology company across 17 languages.

I grew operational margins from 4% to 15% by automating repetitive processes, renegotiating overhead structures, and strengthening performance accountability. I also expanded the operation from 2 to 6 lines of business without disrupting service levels.

I managed the pre-launch phase as project manager, including recruitment, training, technical infrastructure coordination, and ramp-to-proficiency planning.

I was brought in to recover a failing energy services project that was losing money at -12% margin.

I diagnosed root causes, restructured the team, renegotiated cost lines, and coached leads through the change. Within four months, I returned the project to +4% profitability and stabilized it for handover.

I managed CMDB asset management, incident management, problem management, change management, and request management teams in a large-scale environment.

I rose through three roles over five years, from frontline agent to 2nd-line support engineer to Team Manager, leading a technical team of up to 25 people.

I generated €6M in total savings through technical problem-solving and infrastructure optimization, and I helped drive an ITSM to ServiceNow transition.

I worked in contact centres and technical support roles, including Apple Adviser, technical support, and supervisory positions.

These roles taught me how to handle difficult customers, diagnose technical problems under pressure, and support teams without formal authority.

This foundation shaped my later leadership style and operational approach.

Secondary education focused on mathematics, physics, and geometry.