CV

Contact Information

Name Mads Marturin
Professional Title Sociologist who understands Tech
Email hi@madsmarturin.dk
Phone +45 51 72 94 34
Location Copenhagen, Capital Region
Website https://madsmarturin.dk

Professional Summary

I help organizations improve performance by understanding the human side of systems. My background in sociology combined with hands-on technical operations experience gives me a unique lens: I see both how processes should work and why people actually behave the way they do. I’m most energized when I’m analyzing complex organizational challenges, designing better ways of working, and engaging stakeholders to make change stick. I thrive in roles that require translating between technical teams and business stakeholders, finding the root causes of operational friction, and building consensus around solutions.

Experience

  • 2024 -

    Ballerup

    Service Desk Manager
    Axcess Nordic
    Managing and supporting the service desk team with daily operational responsibility.
    • Managing and supporting the service desk team
    • Representing the team with stakeholders, including compiling and sharing results from service and operations performance
    • Implementing ITIL-compliant processes and ensuring that all processes are thoroughly documented, audited, and continually improved
    • Managing all relevant stakeholders, including the support desk team, customers, and management
    • Daily operational responsibility
  • 2023 - 2023

    Ballerup

    Project Manager (Fixed-term)
    Axcess Nordic
    Implementing initial processes and followup control points for certification in - and continual adherence to - ISAE 3000 and ISAE 3402.
    • Conducted extensive research on ISAE standards to ensure compliance with industry best practices
    • Prepared documentation outlining the framework and guidelines for implementing ISAE 3000 and ISAE 3402 within the organization
    • Collaborated with cross-functional teams to effectively implement the established frameworks, ensuring alignment with organizational goals and objectives
  • 2021 - 2023

    Copenhagen

    Team Lead
    Teleperformance
    Team Lead for Klarna Customer Service as well as extended support teams.
    • Leading, supervising, coaching and motivating, for 15 direct reports
    • Analysing and reporting performance
    • Main point of contact for both Contact Center Management and Client
    • Increased team size by 25%
    • Raised Customer Satisfaction on incoming contacts from 74% to 86%
    • Turned a mediocre project into the second highest performing Klarna team in the world
    • Almost doubled the GM
  • 2020 - 2021

    Copenhagen

    Client Operations Representative
    Teleperformance
  • 2019 - 2019

    Copenhagen

    Marketing Product Manager
    IO Interactive
    Shipped HITMAN 2 Live Updates and all Downloadable Content to critical acclaim with publishing partner Warner Bros.
    • Managing the Marketing Roadmap
    • Managing Sales Promotions
    • Communication and coordination with team-members, production staff and management, as well as publishers, external partners, POS and other stakeholders
    • Market & Competitor analysis
    • Strategy-building & Product positioning
    • Production-support for daily marketing assets & trailers
  • 2018 - 2019

    Malmö

    Project Manager
    IO Interactive
    Setting up a new office in Sweden.
    • Company registration
    • Tax registration
    • Invoicing
    • Partner communication
    • Floor plans, furniture and decorations
    • Coordinating IT infrastructure and purchases
    • General office management and administration
  • 2015 - 2017

    Frederiksberg

    Project Assistant
    Interactive Denmark
    Two years working with indie game developers on business development.
    • Project management on business-development seminars and workshops
    • Development on web, newsletters as well as database and statistics
    • Administrative work on business development programmes
  • 2018 - 2025

    Editor
    SpilBar
    Arranging and facilitating free after-work-meetings for the Copenhagen games industry.
    • Bimonthly events with around 150 guests and international speakers
  • 2018 -

    Construction Volunteer
    Copenhell
    Arts and Culture

Education

Skills

Management (): Public Administration, Conflict Management, Stakeholder Management, Project Management, Strategic Management
Analysis (): Data Analysis, Six Sigma Yellow Belt, Market Analysis, Competitor Analysis
Marketing (): Social Media Marketing, Product Positioning, Sales Promotions
Technical (): Microsoft Office, Jira & Confluence, Monday CRM, Linux (Basic), Git (Basic)
Methodologies (): Scrum, ITIL, Six Sigma

Languages

Danish : Native
English : Full Professional
Norwegian : Professional Working
Swedish : Basic