Serivice manager / project manager

PM, SERVICE AND CONTRACT MANAGER • GETRONICS • APRIL 2016 – PRESENT

Project Management
• PM for HW/SW transformation projects
• Autonomous delivery of ICT Service Management activities contracted by the assigned customer portfolio.
Service Delivery Management
• Delivery of service end to end against contractual obligation, to the required level of performance and quality.
• Service performance analysis and in-line adaptation with the changing business requirements.
• Management of customer escalations to closure, making sure that the customer relationship is maintained at all the distinct levels within the hierarchy.
• SLA management to minimise Service Credit compensation.
Contract Administration
• Handling of the formal governance of the assigned customer contracts and change management against baseline.
• Revenues and margin increase for assigned customers by managing their services and/or change requests.
• Contract performance monitoring.
• Agreeing on reporting format and metrics and sending reports on a regular basis (e.g. cash flow and define accruals / deferrals)
• Supporting sales in exploring and developing new opportunities and as such retain and grow customer revenues.
Relationship management
• Accountable for customer experience and satisfaction.
• Owner of relationships of trust and respect with key customer stakeholders.
• Pivotal point of contact for the customer, act as their advocate.
• Deep understanding of the customer business to anticipate and proactively respond to new business demands.

KEY ACHIEVEMENTS
• Successful management of Italian key customers.
• Contract renewals and upselling.
• Project Manager for Credit Agricole HW refresh.

SERVICE AND CONTRACT MANAGER • COLT TECHNOLOGY SERVICES • JULY 2014 – MARCH 2016
• Management of key customers (Versace, Accenture, Postemobile, Leroy Merlin)
• Project Management
• Sales Support

SERVICE AND OPERATION MANAGER • NASDAQ • NOVEMBER 2006 – JUNE 2014
• Overall responsibility for the technical operations of the Exchange trading for the following stock exchanges:
o Borsa Italiana (2006-2010)
o ICAP UK (2009-2012)
o EuroTLX (2007-2014)
• Negotiation of the Service Level Agreement (SLA) for new services
• Remote coordination of the operations and network teams
• Incident reporting to the Customers
• Coordination of the change management process
• Technical consulting in the set up and delivery phase of development projects
KEY ACHIEVEMENTS
• Company award for the successful management of key customers (2009)
• Turned a critical relationship with a customer into a contract renewal
• Outstanding quality of service: 100% uptime, zero-incident service delivery for Borsa Italiana
• Service delivery was successfully audited by Borsa Italiana (2010) and EuroTLX (2013)