Practical Examples
Concrete examples of what service management and production leadership look like in everyday practice.
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A selection of the kinds of situations and tasks I've worked with in recent years.
Strategy
Incorporating the customer's strategy into day-to-day production, planning ahead, profitability calculations, and related production development work.
Transitions
Participating in transition processes and negotiating technical and practical details with customers.
Onboarding
Setting up day-to-day service management and production for a new customer from scratch.
Project Work
Planning, designing, coordinating, and organizing the execution of upgrades for large, critical environments.
Portfolio Management
Tracking profitability, trends, and risks across a portfolio of 40+ projects, and initiating the necessary actions.
Team Leadership
Steering the production team and consultants through weekly follow-up meetings and work prioritization, as well as coordinating the resolution of fault situations.
Customer Collaboration
Recurring customer meetings in various formats — from routine project deliveries to long-term strategy planning and day-to-day problem-solving, as well as regular operational meetings with customers.
Technology Transitions
Participating in the planning when a customer moves to a new technology platform or environment.
Process Optimization
Identifying and fixing slow parts of the chain to meet OLA and SLA targets.
Order Processes
Designed and built new kinds of processes that prevent incorrect orders and speed up the order and delivery chain.
Risk Management
Participating in risk management and planning recovery from crisis situations.
Upselling
Anticipating and identifying customer needs, and selling add-on services as part of the customer relationship.
Technology Decisions
Participating in problem-solving, design, and decision-making around technology solutions and day-to-day production issues.
SLA Reporting
SLA reporting to the customer, potential penalty calculations, and coordinating corrective actions.
Incident Management
Taking ownership of the situation, launching troubleshooting, and coordinating with production and consultants, including customer and crisis communication throughout. Restoring production and delivering the final fix proceed on separate paths.
Security
Planning, coordinating, testing, and communicating security updates, as well as deciding whether to move to production or revert to the previous version.
Flexibility
Due to the demands of the role, I'm used to occasionally working evenings as well as traveling, for example to the Czech Republic and Latvia.