Alberto Gosatti Email & Phone Number

Lugano, Canton Ticino, Svizzera

• Develop and maintain strong relationships with the customers• Secure efficient client retention by securing/increasing clients’ satisfaction in terms of requests, offers and SLA implementation• Lead a virtual team of Service-/Solution Managers to support customer needs• Coordinate commercial proposals• Develop account plans: analyze and understand customer requirements, strategies, future plans and expansion activities, in order to increase customer’s wallet share through up-selling opportunities• Track, manage and report ongoing activity relative to the account plans• Act as a trusted advisor who timely responds to the customer needs with appropriate solutions• Manage and guide the customer through the implementation of a standardized governance model• Be responsible for the escalation management, involving key stakeholders (internal and external) when appropriate

Lugano

Act as single point of contact for all IT service management for one of the key client of the company.Ensure that delivery is made against contractual obligations (costs and quality).Monitor the quality of the services according the SLAs proactively identifiying possible enhancements.Manage major incidents management and ensure root cause identification, definition and implementation of remedial actions for prevention and avoidance.Timely provide relevant service delivery status information to the management.Ensure high customer satisfaction with respect to outsourcing services.Secure seamless and correct communication flow for daily business aspects.Secure effective application of the Service Management processes and practice framework.Ensures that contracts and relevant documents are current and accurate.Report to internal stakeholders on services statistics and secure adoption of remediation action when KPI are below the expected level.

Lugano

Ensure seamless end-to-end provision of Avaloq services by combining and coordinating delivery unitsSupervise the day-to-day service delivery and general client satisfaction in line with the signed Service Level AgreementsLiaise with architects, functional domain owners and relevant third parties to ensure that non-functional requirements are properly captured and implemented in solutions (performance, capacity, availability, operations, scheduling, automation, etc.)Support projects by providing specific service delivery requirements during design and build phasesEnsure smooth transition from projects to operationsCoordinate the units involved in delivery activities, ensuring change management compliance within the established security policies, process standards and guidelines for the owned serviceEnsure the monitoring, delivery and variance explanation of service operational metricsMonitor and manage service delivery risks (ISAE 3402, audits, security compliance)Act as the key contact for internal consulting for the owned serviceEstablish, maintain and/or supervise contacts with providersPromote service-knowledge sharing and end-to-end service documentation availabilityFacilitate continuous improvement of services’ effectiveness and efficiency

Lugano