Responsible for overall service delivery area under Data Center Group division for Italy, Spain and Portugal regions. DCG division includes servers, storages, networking and multiple defined solutions. Acting as point of escalation for complaints, major incidents and critical situations on post sales issues for distributors, business partners, clients and sales team. Managing IBM service provider and several external suppliers with strict control on KPIs results and related fulfillment of agreed and specific metrics. Overachieved KPIs aspirational targets and CSAT results for all my regions during past 3 years. Driving Customer satisfaction through surveys analysis with investigation on areas of lack and pain points, customer confrontation meeting and corrective actions with respective service support teams. Ensuring continual service improvement (ITIL CSI process) initiatives on daily basis on procedures, processes and overall service delivery area. Covering Service Account Manager role for high focus Lenovo accounts like Cineca (Italy) and Barcelona Supercomputing Center (Spain) owning installation base of +4000 systems, with governance on overall service delivery area including incident, problem and change mgmt., planning, reporting, releases to production and general escalations from the field. Preparing ad-hoc service presentations and holding service review sessions on regular basis with EMEA and US mgmt. board.

Responsible in Material Management Competence Centre for managing and coordinating Service Management activities and processes including Incident & Problem management, Service Level Management, Supplier Management and Continual Service Improvement related to a business critical WMS in EMEA region.Direct responsible of final delivery, availability, continuity and quality of IT services related to WMS application with 100+ instances and 1800+ concurrent users deployed worldwide.Responsabilities and Accountabilities:- Ensure WMS IT run services are delivered in compliance with agreed Service Levels (e.g.Performances, Continuity and Availability).- Report WMS run services performances (KPI) to DSC BU IT Service Managers (in Country) and to internal management.- Be escalation point for service support and application maintenance requests.- Coordinate the recovery back process from major service disruption.- Ensure Application Maintenance is performed in compliance with WMS application guidelines.- Ensure Hosting/Infrastructure maintenance activities are performed regularly in compliance with IT Services.- Leading, proposing and delivering service improvement initiatives in relation to all IT Service delivery areas.- Define, review and maintain the Operating Level Agreement (OLA), Service Level Agreement (SLA) and underpinning contracts to support the Business.- Coordinate off-shore external suppliers, in-shore internal suppliers and DHL teams and resources.- Capabilities to coordinate a complex delivery model combining different workgroups and providers including Application Support Team, Hosting provider, Service Desk.- Responsibility of being groups coordinator, facilitator in managing complex situations and decision maker.

Responsible in Material Management Competence Centre for IT services, facilities management and infrastructural support for a business critical Functional Server Farm in MLEMEA region.Main challenges and responsibilities:- Responsible for Functional Server Farm administration and maintenance including HW/SW.- Responsible for Incident & Problem management, Change management, Supplier Management, Service Level Management, Service Transition and Continual Service Improvement processes.- Optimizing proactively infrastructure utilization by reducing costs and increasing efficiency.- Coordination and management of external service providers (HP/VMware/DBA/Linux/Microsoft) for relevant infrastructural projects and troubleshooting of major incidents.- Ensure infrastructure capacity, service continuity and disaster recovery management of the whole functional farm.- Design and deploy of technical projects for server farm optimization based on technology evolution and customers’ needs.- Ensure and enable continual improvement initiatives for the overall service delivery optimization.- Training and management of internal technical resources.- Proactive and constructive relationship management with internal and external customers.- Ensure that BUIT environments delivery plan is provided and maintained.

Responsible in DHL MLEMEA competency center for WMS Service Support, hosting platform management, supplier management and test/live sites support and maintenance.Main activities and responsibilities:- WMS Run services support and maintenance.- Server Farm SW/HW management in collaboration with suppliers and facilities maintainers.- Build/Upgrade phase for test and live sites and subsequent maintenance.- Virtual Infrastructure design and delivery for existing and new customers.- Reorganize and deliver infrastructure by reducing costs and increasing efficiency.- Ensure ITIL framework on Incident, Problem, Change and Supplier management processes.- Ensure and implement a continuous improvement plan on service support and delivery.- Documenting processes, procedures and WMS best practices for the existing service structure.- Develop, agree and implement IT service levels with Regional Heads of Service Management.- Meet and respect customer requirements, service level agreement and KPI.- Ensure customer satisfaction by implementing proactive initiatives and improvement opportunities.- Guarantee Infrastructure capacity, IT service continuity and disaster recovery management.- Supplier management by ensuring that performances are in line and respecting contracts and agreements.

Working in DHL IT Service Management area with senior system administrator roles to serve the EMEA business area. Member of IT Service Support team responsible for infrastructural aspects and 2° level application support on DHL WMS.Infrastructural tasks include advanced management of corporate domain, administration of virtualized server farm with 170+ VMs, Citrix support and maintenance, HP Blades and SAN management, global SW and HW maintenance. Responsible for incident, problem, change and supplier mgmt. processes at infrastructural level.Application support activities include the BUILD phase with preparation and delivery of new customer environments based on needs and requirements, the 2° level application support and customer care for the successive RUN phase and the release to production of new WMS product versions or bug fixing.Participation and collaboration in DHL achievement regarding IT Service Management ISO 20000 international standard with design of procedures and processes focused on improvement of IT services.

Part of Application Support Team at H3G. The team was in charge to deliver 24x7 service application support to the overall Microsoft infrastructure (350+ servers) dedicated to employees and dealers in H3G Italy (5000+ workstations, 14 sites, 1000+ shops)Tasks include Corporate Domain administration, Microsoft SW implementation and second level support.

Employee in Transport Company with tasks of inbound and outbound goods shipping management and related paper documentation filling.