PROJECT MANAGER                                                                    2015 – Present Maneat

DriveIT/SERVICE NOW: On boarding specialist in a multi-year cross-regional ITIL project (sponsored by the CIOs of all the regions to unify FCA ICT services and delivery models) for the development of a new ITSM tool based on ServiceNow platform according to the ITIL best practices.

My role is to drive the convergence of ICT process and tools managing relationship with customer's suppliers, partner involved in Incident/Problem/Request Fulfillment processes and facilitate data Management, transition and  onboarding activities

My main role is Onboarding Specialist, focusing on Change Management process. The aim of this role is to dress the new service model on the current service models in order to unify them in all of the regions for FCA.

This includes

• Activities within the ICT Process, Methods & Change Mgmt department: ICT standard methodologies, quality improvement, internal communication.

• Assessment for ICT area: standards setting, Data Collection and Improvement activities.

• Configuration data for FCA (Application, SLA, users, Resolver and Approver Groups,

training for the users..…)

SERVICE DELIVERY MANAGER                                                               2007 – 2015 IBM Italia                                        

Decreased the number of high severity TKTs for my services and I collaborated to have very fast team in solving the issues. During these years I received many congratulations from the customer, for how I manage their serviced. I also won the service excellence award premium twice for my capacity in optimizing the availability of the IT infrastructure, systems, and services to meet the commitments IBM has made to the client in a cost-effective manner.  

SAP BRASIL: I built up the service management process, involving the Brazilian colleagues, I supported the startup phase collaborating with the vendors and the PRJ team respecting the whole time table. Now the service is being used respecting the processes/roles I created and no issues raised until now

EDWH: when the PRJ released the services, a big amount of problems raised, technical issues and others from managerial side. I shared with the customer all the problems, than I began with an assessment phase up to improve the service delivery. Now the service (core) is working properly, the issues was solved, all the SLA are met and the customer satisfaction is high.

SECURITY area: After I made the review of the processes, slowness in managing the documentation is lower and the deadlines are met. An internal audit also excluded non compliances in that area.

Project manager                                                                   2006 – 2007 IBM Italia

Responsible for evaluation, planning, completion and control of a project, customer Iveco

●      Cooperation with the departments involved in the creation of new services (such as IT architects, IT specialists, Project executives, Financial department, asset managers.)

●      Manage relation with customer, analysis of customer needs and requests

●      Manage all the teams to the release of the project.