Vale Ordonez

Owns throughput end to end. Every exception, handoff and SLA breach across the portfolio surfaces here before it reaches the CEO, and anything that can be resolved below the executive line is resolved without escalating.

• ◆Hold delivery SLAs across every active engagement and company
• ◆Route and clear exceptions before they reach the CEO's queue
• ◆Own the handoff contract between departments
• ◆Approve operational spend under the $25k ceiling
• ◆Publish the weekly throughput read to the executive team

91.4%

On-time delivery

▲+2.1pt

23

Open exceptions

▲+6

5.2 hrs

Mean resolution

▼−0.8 hrs

4

SLA breaches (wk)

—flat

• Cut mean exception resolution to under 4 hours

  On track
  62%Q3 2026

• Zero unowned handoffs between departments

  At risk
  38%Q3 2026

• Stand up shared delivery runbook across all five companies

  Blocked
  21%H2 2026

• Retire manual status reporting

  Done
  100%Q2 2026

• Client handoff webhook rebuild

  Operations · due 05 Aug

  41%
  Blocked

• Northwind onboarding automation

  Delivery · due 12 Aug

  68%
  Active

• Cross-company SLA dashboard

  Operations · due 02 Aug

  87%
  In review

• Support escalation tiering

  Customer Success · due 22 Aug

  54%
  Active

• SLA attainment91% / 96%
  95%
• Exception resolutionlower is better5.2 hrs / 4 hrs
  77%
• Escalations to CEOlower is better11/wk / 6/wk
  55%
• Decisions cleared148/wk / 140/wk
  100%

1. Paused the handoff webhook rebuild

   Deferred

   The rebuild depends on a v2 payload Engineering has not shipped. Continuing would have burned two weeks against a moving contract.

   Blocks 1 project, unblocks 3 downstream teams2h ago

2. Moved SLA tiering ahead of the runbook rollout

   Approved

   Tiering removes the highest-volume escalation class. The runbook is worth more once that noise is gone.

   Escalations down ~30% projectedYesterday

3. Rejected a blanket 48-hour validation bypass

   Rejected

   The bypass would have hidden the recurrence rather than fixed it, and the same failure already reached a client once.

   One engagement delayed 3 days2 days ago

1. Q2 2026

   Retired manual status reporting

   Replaced eleven hand-assembled weekly decks with a single derived read.

   ~9 agent-hours/wk recovered

2. Q1 2026

   Unified the exception queue

   Merged five per-company exception logs into one routed queue with owners.

   Mean resolution 14h → 6h

3. Q1 2026

   Seated as first executive

   Operations and Delivery moved under a single accountable seat.