Elio Onega

Experience

• 

  Dune

  Jan 1997 - Jan 2002

  Systems Administrator/IT Manager

  Setup and administration of distributed systems (EPOS + logistics/stock control). Integration of LAN/WAN and centralised systems for HR, Ops, Finance, etc.Administration of Windows 2000 and HPUX.

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  SOITSA

  Jul 2002 - Mar 2005

  Event Management Technical Coach

  Coaching of Event Detection & Notification’s engineers (44), Monitoring and Detecting Networks/Systems events generated through HP OpenView (OVO) on a 24/7/365 basis. In addition to monitoring Pre-Merger Compaq Trade and Internal systems and networks with a variety of applications including BMC Patrol, Spectrum, NetIQ and HP OpenView Service Desk (OVSD) among others.Role Activities- Training of engineers on troubleshooting alarms, improvement and implementation of new troubleshooting processes.- Analysis of the service provided based on the Service Level Agreements with HP and its clients.- Defining of DRP (Disaster Recovery Plan) and BCP (Business Contingency Plan) for all the monitoring servers used in the monitoring environment. Show less

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  Hewlett-Packard

  Apr 2005 - Sept 2012

  Led and managed a team of ITIL Process Implementation Managers based in the EMEA region, with a principal focus on:• Integrating and harmonizing a diverse team comprised of legacy EDS and legacy HP members, fostering collaboration and unity to create a cohesive Implementation team proficient in both ITIL best practices and HP methodology.• Orchestrating the implementation of IT Service Management (ITSM) processes for new customers, ensuring seamless integration and alignment with industry best practices.• Proactively addressing and remediating ITSM issues in existing customer accounts, demonstrating a solution-oriented approach to enhance service delivery and customer satisfaction. Show less Drove the implementation and alignment of ITIL processes within existing HP Strategic Outsourcing deals, as well as spearheaded ITIL Implementation in Transformation activities for new deals. Key contributions include:• Executed full-scale Implementation project management, overseeing governance, budgeting, timeline adherence, and scope definition to ensure successful project outcomes.• Aligned and expanded process roles, strategically hiring individuals to support the implementation and optimisation of ITIL processes.• Prepared comprehensive documentation and materials essential for project success, including workshop materials, process manuals, work instructions, process training materials, and various assessment and closure reports.• Led the alignment of processes and tools, establishing a robust reporting framework with KPIs for each process to track and measure performance effectively.• Conducted process deployment dry runs and User Acceptance Testing (UAT) to ensure seamless integration and functionality.• Provided operational handholding to Process owners during the process operation warranty phase, ensuring a smooth transition and ongoing success of implemented processes. Show less Working within the Global Delivery Centre and primarily focussing on key customer accounts in a bid to improve Total Customer Experience (Quality). Role Activities:- Building a strong working relationship with the assigned customer account teams and the supporting Delivery Centre Management teams by ensuring that the delivery teams had all of the necessary details to ensure Quality delivery.- Setting expectations for quality services and processes and monitoring performance impact. Proactively enhancing existing solutions and service delivery by taking an active role in quality review decisions. - Through reporting, review the delivery performance data to look for opportunities to improve Incident & Service Request Management. - Driving Problem and Change Management activities through the AST.- Managing escalations as and when these occur, to a successful conclusion. Show less Working within the Global Delivery Management Centre, the Delivery Centre manager role included responsibility & ownership of Incident Management Service Delivery. Covering HP Internal & Customer systems environment & HP Internal & customer networks environments. Support teams managed included helpdesk, monitoring, 1st and 2nd level OS support, 2nd level SAP and 1st and 2nd level Network support.Activities:- The Duty Manager was required to manage their assigned shift team ensuring they have the correct level of training and support to perform their support functions. - The Manager was responsible to transition/ maintain, full ownership and follow-up of Incidents occurring whilst on duty. - Take exclusive responsibility for the delivery of the teams services during the shift, ensuring that every reasonable effort is made to respect global and customer SLA’s. Show less

  • EMEA ITSM Onboarding Team Manager

    Jul 2010 - Sept 2012

  • ITSM Implementation Manager

    Mar 2007 - Jul 2010

  • Account Delivery Lead

    Sept 2006 - Mar 2007

  • Delivery Centre Manager

    Apr 2005 - Sept 2006
• 

  Atos

  Sept 2012 - Feb 2024

  As the Service Configuration Management Global Process Owner, I led the definition, documentation, implementation, and execution of a standardized ITIL V4-aligned Service Configuration Management process and tooling across all Atos geographies. Accountable for meeting SLAs, minimising the cost of non-standard processes, maximising offshoring efficiency, and ensuring that staff were well-trained, motivated, and empowered for success.In this role, I spearheaded the Global Service Configuration Management Service offering, overseeing the development and management of tools and services. As the Global Process Owner, I implemented and owned the Service delivery model, optimizing onshore/offshore dynamics, staffing pyramids, and job ladders. I defined cost models, negotiated SLAs/OLAs with the business, and articulated service deliverables and commitments.Actively engaged in bid support and sales opportunities, I collaborated with stakeholders and provided Service collateral. My focus was on ensuring a seamless and effective Service Configuration Management process that added value to the organization. Show less As the Capacity Management Global Process Owner, I led the definition, documentation, implementation, and execution of a standardized ITIL V4-aligned Capacity Management process across all Atos geographies. Accountable for meeting SLAs, minimising the cost of non-standard processes, maximising offshoring efficiency, and ensuring that staff were well-trained, motivated, and empowered for success.In this role, I spearheaded the Global Capacity Management Service offering, overseeing the development and management of tools and services. In this context, I designed and implemented a Global Capacity Management Information system used for reporting and forecasting Infrastructure capacity and performance related issues and Service Capacity. As the Global Process Owner, I implemented and owned the Service delivery model, optimizing onshore/offshore dynamics, staffing pyramids, and job ladders. I defined cost models, negotiated SLAs/OLAs with the business, and articulated service deliverables and commitments.Actively engaged in bid support and sales opportunities, I collaborated with stakeholders and provided Service collateral. My focus was on ensuring a seamless and effective Capacity Management process that added value to the organization. Show less Program Manager for the largest Atos customer contract transformation. Transformation program spanning two years and covering all aspects of the customer IT Service landscape: greenfield implementation of IT services and Infra, Migration and adaptation of existing services and legacy IT management. Full PMO responsibility.Key achievements include:• Spearheading the establishment of a comprehensive Global Transformation Program, encompassing strategy, budgeting, structural development, and role delineation.• Defining and implementing robust Program governance, meticulously outlining plans, milestones, and other critical components.• Managing the Service Management Program Stream focused on Service Configuration Management. Led the deployment of an end-to-end Configuration Management process to the Key Atos Global Outsourcing account.• Successfully orchestrating the migration of legacy people, processes, and tooling to meet Atos Global standards.• Taking charge of global Program Management, ensuring seamless coordination and collaboration across diverse elements for effective and efficient outcomes. Show less

  • Global Process Owner for Service Configuration Management and Lifecycle Management

    Nov 2014 - Feb 2024

  • Global Process Owner for Capacity Management

    Jul 2014 - Oct 2014

  • Global Transformation Program Manager

    Sept 2012 - Jun 2014
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  WTW

  May 2024 - now

  Director - Service Asset & Configuration Management