Responsible to finalize System/Business Integration services and Outsourcing contracts on Application, Infrastructure and Business Process arena in a multi-source multi-cultural environment. Accountable to define, structure and manage:- Customer Solution (Business needs match, Priority Roadmap, Business Plan)- Subject Matter Expert contribution orchestration (Processes, Infrastructures, Applications and System Integration services) - Sourcing strategy definition- Client Contract Negotiations (T&Cs agreement, SLA management, contract sign) - Vendor Contract Negotiations (Vendor consolidation, T&Cs agreement, SLA management, contract sign)- Internal Approval process (Technical, Finance and Legal compliance) Primary responsibilities and achievements:- Program Management of the whole Consulting/Outsourcing opportunity life cycle- Business Case definition and agreement- Client C-Level negotiation- Business, Technical and Legal department orchestration (both Client face and internally)- Deal shaping, Commercial and Legal negotiation

Head of Customer Service Centre dedicated to Telco and Media market. Composed by more than 300 operators, the Centre came from a transfer of undertaking from a major telecommunication company (BT Italy). It provided BPO services with an End to End approach for B2B and B2C arena. During the first year of operations the Centre required a whole transformation program to achieve operational excellence and innovative offers.Primary responsibilities and achievements:- Define Accenture Customer Service go to market strategy - Manage Customer Service Unit Profit & Loss- Drive continuous improvement and sustain the delivery of superior customer experience- Design new Customer Service distinctive capabilities to increase competitiveness - Identify business solutions to meet Customer evolving needs - Manage business volumes forecast and budget allocation - Manage daily operations of End to End Customer Care services (Front End and Back Office)- Manage complex delivery projects

Role As Manager of the worldwide leading consulting company I have acted in a number of project roles including Business Analyst, Process Engineer, Program Manager and Deal Shaper always focused on Customer Relationship Management area. Main Skills and Competencies: Program/Project Management- Coordinate interrelated projects and ensure interdependencies are addressed- Track program status, budget, schedule and prepare adequate communication for top management - Address issues and manage program risksOrganization and Process Design - Design Organization Infrastructure- Process Architecture Design - Process Reengineering Main areas and Business Units:- Customer Relationship Management- Customer Service- Planning and Control- IT Department Governance