Reach out above 9 out of 10 score in CSAT, with a starting point below 7, through new measurements and a review of processes, taking action to fix points of failure.Help the company to achieve a 74 NPS score improving the communication between IT and the business, finding paths to invite relevant stakeholders to the process.Support sales and presales in the renewal of deals with TCV > 1'5M€, improving the client SLA and managing their expectations. Unify the support function (+20 people) to serve all market clients, analizing current capabilites, mapping a route to improve the way of working and driving the changes.Adopt ITIL methodology and processes related to manage IT services within the team (direct reports) and influence others to embrace a common way of work.Stablish standard formats for client reporting and service review meetings, useful for the clients to understand where they are and where they want to be.Manage crisis and escalations being a SPOC, improving the comms channels and creating escalation paths, participating in PIR meetings and generating SRR reports.Direct line management of 1st (Service Desk) and 2nd line (Application Support) functions and monitor performance defining key metrics as well as workload and FTEs reviews to ensure excellent service all times.Lead, coach, motivate and challenge teams. Attract, retain and develop a talented workforce by celebrating success and defining clear goals and objectives.

Unify the support function (+20 people) to serve all market clients, analizing current capabilites, mapping a route to improve the way of working and driving the changes.Direct line management of 1st (Service Desk) and 2nd line (Application Support) functions and monitor performance defining key metrics as well as workload and FTEs reviews to ensure excellent service all times.

Adopt ITIL methodology and processes related to manage IT services within the team (direct reports) and influence others to embrace a common way of work.

Deliver significant milestones for the completion of the Tallyman projects.Supporting the clients during the warranty period.Fix complex production issues for Tallyman implementations once solutions were in BAU mode.

Development and maintenance of in-house software solutions.Agile methodologies (Feature Driven Development)Technologies: Java, JBOSS, Flex, VB, Oracle.

Development and maintenance of in-house software solutions.Project management.Technologies: Java, Javascript, PHP, ASP, .NET, C#, MySQL, SQL Server.

Research on new technologies and tools applicable to development.Applications maintenance and support.

Systems maintenance and support.