Jan 2015 – Jan 2019 · 4 yrs · Milan, Lombardy, Italy

• Member of the organization’s top level Executive Management. Advisor to senior management in the field of Data Governance and Digital Innovation, including strategic, architectural, governance, policy, Information Security and operational matters. Responsible for development, management and overseeing information technology systems and tools across the span of its activities and operations. Demand management for multiple brands.
• Organization design & restructuring after SAP implementation.
• Ensures that technology needs adapt to organizational imperatives. Interface and interact with internal stakeholders to reinforce consistency in vision
• Develops a broad strategic framework and priorities for the Divisions based on corporate priorities and strategies established by the Executive Board and the Managing Director
• Provides leadership to the innovation, awareness and adoption of new tools and technology-enabled work practices that will improve productivity and effectiveness
• Formulates and implements new IT strategies and policies to support the strategic objectives
• Oversees the development, integration and delivery of the IT activities to meet the needs of the substantive, operational and administrative areas, to effectively and efficiently support the programmes and work
• Provides strategic input and support the implementation of a continuous change management process harnessing the use of IT
• Ensures that IT systems, communication networks and technologies are cost-effectively harmonized across the organization to strive for system-wide coherence, especially at the country level
• Provides oversight of IT architecture, governance and information security
• Ensures that IT operational risks are identified and managed and that IT facilities are robust and available to support business continuity under a range of operating scenarios
• Manages the Division and its human, financial and other resources
• Represents the organization at international meetings

Jan 2013 – Jan 2015 · 2 yrs · Switzerland

• Established and leaded the planning, development and delivery of specific major strategic Business Changes and Digital initiatives impacting the business in the short and long term.
• Concept, design and implement data management programs.
• Supported Board members in a consulting capacity to define & apply the Omnichannel Strategy through e-commerce deployment. Developed SAP ERP rollout that supported and enabled the broader business goals. Coordinated:
• Global Data Management Program
• Regional IT Directors
• Director IT Applications
• Director IT Service Operations and Delivery
• Director IT Infrastructure & Security
• Director IT Digital Strategy & E-commerce
• Defined and executed the overall data management and analytics strategy including data governance.
• Guaranteed that IT and technology capabilities were fully utilized to put the Company into a competitive position. Managed the transformation, translating business strategy into systems and technology solutions.
• Leaded and participated in the Design Authorities to execute the IT Strategy including business cases and measure progress by defining the KPIs.
• Conducted IT investments by implementing decision-making process, prioritization, and resource allocation for projects to maximize IT contribution optimizing the return of corporate investment programs.
• Strong Program and Project Management skills, comfortable in making timely, difficult decisions to ensure project priorities are met for critical business needs.
• Developed partnerships across functions at all levels within the company.
• Orchestrated diverse teams with the ability to provide direction and successfully drive results working with direct reports, dotted line and/or internal or external resources
• Managed the identification and engagement of suppliers for the outsourcing of IT requirements. Deep understanding of IT procurement with a commercial awareness and experience with long term and high value IT Outsourcing contracts.

Jan 2008 – Jan 2013 · 5 yrs

• Responsible for Lifecycle Governance the most strategic, high value, Global Enterprise base and for Global Service Level Management and delivery of integrated services. Managed resources that were needed for multiple projects, delivery, communication, governance, relationship management, strategy and control. Ensured operational excellence and customer satisfaction to support corporate goals in multi-disciplinary environments (Financial Services, FMCG, Retail, Manufacturing, Luxury Goods, Oil & Gas and Chemical/Pharmaceutical sectors) and competitive global markets.
• Supported Innovation initiatives through all cycles with sound knowledge in managing complex IT projects, timelines and budgets.
• Accountable for developing and executing on a service strategy that will ensure an outstanding customer service experience.
• Developing and maintaining Executive Client (Cx level) relationships as well as forging new relationships within assigned clients, vendors, consultants and business partners. This includes ensuring Transition of services meets the desired business outcomes of the client and that Day 2 Operation support requirements have been developed.
• Developed risk mitigation strategies to minimize business disruption and to ensure service levels are attained. This included managing Key Performance Indicators (KPIs) of supplier groups such as Centers of Excellence (CoE) including Ordering, Billing, Network Assurance and Lifecycle Engineering.
• Ability to work through complex business & client challenges and collaborate in developing and implementing solutions hands in hands with presales and sales teams. Specific responsibilities managing the Service Portfolio, documentation for Asset management, ensuring processes exist for Change Management, planning for Demand Management and oversight of Financial Management.
• Ability to add value through proactive delivery of new solutions/services and for any Service Improvement plans and satisfaction of the client.

Jan 2007 – Jan 2008 · 1 yr

• Leaded global IT Outsourcing multi-tower programs with direct responsibility for client relationship management on a global scale. Direct operational leadership experience with Data Center, Network, End User Computing, Service Desk, Network services and Applications Deployment.
• SWOT analysis with Clients plus subsequent implementation of new technology services and moving to a full ITSM best practices and ITIL process frameworks.
• Collaborate and coordinate side by side with the assigned Project Managers and Account Managers to understand and drive improvement of processes related to Service Support & Delivery domains.
• Ensure operations and performance levels are measured, monitored & reported to promote an increased level of customer understanding and satisfaction throughout the duration of the contract.
• Coordinate critical incident support activity (escalation management).
• Track all Regional problems with problem management through to resolution.
• Manage and control the overall Customer Service relationship (at Cx level) via regular weekly business & operational reviews with Customer.
• Interface with Relationship Management to oversee all regional Service Delivery requirements are met and ensure core business issues are addressed.

Jan 2002 – Jan 2007 · 5 yrs · North East Italy

• Joined the company during the operative Start-up and expansion in the North Area of Italy to implement the Optical fibre, ADSL network and technical infrastructure and Video on demand services.
• Implemented and monitored Projects during the operative Start-up - managed budget, milestones, resource allocation.
• Operated a 24x7 support organization (first, second and third level) to ensure customer's mission-critical applications and services continue to be highly available handling the deployment and maintenance of overall software and hardware components, coordinating on-hours and off-hours technology infrastructure and problem-resolution activities
• Managed 2 Teams plus different vendors, consultants and technology partners.
• Service Desk Management, Technical Management, Application Management for the internal apllications, DB, and Data Centre.
• Selected technology partners and negotiated contracts, kept HQ management updated of project status and critical problems, Sales department support for Large Account/Enterprise Customers.

Jan 1997 – Jan 2002 · 5 yrs · Bologna Area, Italy

• Original company's name was Omnitel. Responsible for maintaining software and hardware components to ensure a high level of availability to customers for primary services such as SMS and MMS, Voicemail, Prepaid Platforms, Intelligent Network, Interactive Voice Response Systems, Billing platforms and dedicated Network components.
• Managed 24x7 main Data Center, fault analysis / resolution / correlation and escalations.
• Implemented software and hardware maintenance/upgrade without interruptions to systems and kept detailed
• records of all events. Direct technology partners management.
• Software development on Unix Systems using C++ / Ansi C / SQL Language.
• System administrator on Windows, Sun Solaris, HP-UX and Linux.
• Network Administrator.
• DBA Administrator.