Milan, Lombardy, Italy
Senior IT Services and Infrastructure Manager with 20+ years of experience leading service delivery, infrastructure operations, digital transformation, and cross-functional teams in complex international environments. Proven track record in driving operational excellence, improving service quality, managing large-scale IT environments, and aligning technology with business priorities. Strong expertise in stakeholder management, vendor governance, team development, and delivery of transformation programs across workplace, network, telecom, and cloud environments. KEY SKILLS AND COMPETENCIES Core Leadership & Delivery Skills IT Service Delivery Infrastructure Operations Managed Services Digital Transformation Team Leadership Stakeholder Management Vendor Management P&L Ownership Change Management Service Improvement Frameworks & Methodologies ITIL v4 PRINCE2 Agile Lean Six Sigma Tools & Platforms ServiceNow Remedy Ivanti Service Manager OTRS SysAid LANDesk Technical Exposure Infrastructure Networking Workplace Services Cloud Solutions (SaaS, PaaS) AI Awareness / Applied AI Working Knowledge LANGUAGES English: business fluent (reading, writing, speaking) Italian: native Cross Border Service Management Cross Border Service Delivery, Cross Border Project Management; Cross Border Service Transition; Cross Border Process Optimization; Cross Border SLA & KPIs management; Cross Border P&L management; Offshore Team Management;
Lead a team of 12 Service Managers across Europe, ensuring business continuity and managed service delivery for approximately 16,000 users and 30,000 devices across 30+ sites. Serving as executive point of contact for C level and top management. Enabled secure hybrid working at scale by improving infrastructure resilience, endpoint readiness, and service continuity across 30+ sites in Central Europe. Ensuring delivery of key programs/projects deliverables and change management initiatives within timing and budget.
Leading a team of 8 Service Manager, we ensure service provisioning in ~30 sites (Offices, Manufacturing Plants, Warehouses) with almost 30K of supported devices for ~13K of users, between C-Levels, White/Blue Collars whether onsite, travelling or being home. Reporting to the Head of Infrastructure and Service Management and responsible for Central Europe sites Infrastructure, Workplace and Telecom Managed Services as part of the Digital Transformation and IT Goup.
Regional Service Delivery Manager for User Productivity in Infrastructure and Services group of DIT, responsible for services provided in Central Europe area (Austria, Czech Republic, Germany, Hungary, Israel, Italy, Malta, Poland, Russian Federation, Slovenia, South Africa, Turkey).
Directed the BU through the delivery of IT project/services for select Customers in retail, hospitality and fashion area and building mutually beneficial professional relationships. Understanding Customer needs and coordinating Service Desk team members to re-design and deliver high quality services to exceed Customer expectations. Served as executive point of contact for Customer representatives and overseeing internal operations and vendors management to ensure that all interactions are addressed efficiently, resulting in a streamlined and efficient channel of communication. Mentor of the Team Leader and responsible of 15 employees Ownership of SLA management, ensuring compliance with Customer requirements, designing internal targets. Supporting and working together with internal sales teams to coordinate quotations for additional services related to projects under my responsibility. Accounts under my management include Gamba Bruno, Iperal, Tigros and Domino’s Pizza Italia. Main Achievements: Service Offer rebuild to ensure increased value proposition to our customers. Optimized internal workflows and resources allocation, improving operational efficiency and reducing delivery costs.
Project Manager c/o Econocom Italia managing the delivery of infrastructural and end user projects/services within the global IT sector, such as: EMEA Rollout activities of mobile phones for a key player in Luxury and Fashion goods. Data Center Operational management related to DR and Network Security for Key Player in automotive industry. Development of Cloud Management Platform - Internal Project with DevOps team.
Improving the quality of the support received from local and global colleagues of the company. Analysis of the “as is” and definition of the improvement plan New process design/implementation Coordinating local suppliers for the delivery of services
• Responsible for managing the delivery of cross-border global IT services for select Customers and building mutually beneficial professional relationships. • Collaborating with internal departments to understand Customer needs and coordinating local teams to deliver top quality services to exceed Customer expectations. • Acting as single point of contact for Customer representatives and overseeing internal operations to ensure that all interactions are addressed efficiently, resulting in a streamlined and efficient channel of communication. • Ownership of P&L and SLA management, ensuring compliance with Customer requirements whilst making all efforts to surpass internal targets. • Supporting and working together with internal sales teams to coordinate quotations for additional services related to projects under my responsibility. • Supervised and coordinated all stages of project support including transition, service implementation, process optimization and IT governance, working for continual service improvement. • Accounts under my management include HCL Technologies and Tata Consultancy Services, providing end user services for Companies such as Deutsche Bank, Bombardier Transportation, Metsa, Outokumpu, CNA/Hardy and Diageo.
• Supported Customers by coordinating and managing the provision of qualified local resources to deliver end user services, including deskside support, IMAC (Install, Move, Add, Change) and break/fix. • Synchronized with internal teams and approved partners to source engineers and acted as team lead to support these resources in providing high end support. • Accounts under my support included HCL Technologies, Cognizant, Wipro, Dell and HP, examples of end user services provided include; o Thomas Cook; DSS, IMAC and Break and Fix support in Italy, Greece, Turkey and Cyprus. o PMKIT Project, service delivery for MPF printer maintenance in Italy. o Astra Zeneca, IMG and Xerox; IMAC, Break and Fix support. o Ernst & Young, Hapag Lloyd; rollout for production servers, in-branch in Italy.