Experience

• 

  Ibm

  Jul 1999 - Sept 2021

  Accountable for end-to-end delivery of a portfolio of clients, including quality, client experience, revenue and cost. Right balance of financial management, client management, delivery excellence and technology skills. Able to design solutions and manage the execution to achieve monthly and quarterly financial objectives and plans. High percentage of time in front of the client.Work closely with Solutioning and Engagement to ensure any new contract can be delivered with quality and right GP. Other metrics includes client NPS, employee engagement results, quality (critical situations, SLA), lifecycle management, transformation and compliance. Show less Responsible to define the most competitive delivery model for the Server and Storage platforms in Europe and to drive the transformation by teaming with RTS, SPO and IMTs delivery functions. - Lead the European end to end delivery (RTS, SPO, field) for the owned platform; staffed with our top global talent pool of certified technical specialists who may be among any of European IMTs and Technical Support Centers. - Integrate the platform european delivery model with the global GCCs.- Manage our IBM MVS TSS delivery relationship with the OEM’s L3 organization and acts as our single IBM TSS escalation point to address product or service quality issues with the respective OEM.- Manage our OEM lab assets and drives our capital planning process to ensure that all personnel staffing the queue have access to the right suite of lab assets to re-create errors and solution client problems.- Establish and maintain quality processes and procedures to ensure responsiveness, quality, and client satisfaction targets are met or exceeded; Defines and drives action plan to increase delivery productivity levels.- Monitor and manage critical situations and ensure that RCAs are performed and acted upon in the event of any service failures. - Consult with our IBM TSS Sellers and Offering teams on our capabilities and provides feedback on any investments in resource, training, or equipment that may be necessary in order to grow our capabilities and win new business.- Support solution design teams to maximize the adoption of the preferred delivery model.- Support the IMTs to maximize their insourcing programs.- Define IOT/IMT targets objectives for Operational and Product performances for Server and Storage platforms. Show less

  • Infrastructure Services Manager - Mediobanca account

    Feb 2021 - Sept 2021

  • IS Commercial and Distribution Tribe - Client Integration Layer Manager

    Nov 2019 - Jan 2021

  • Information Technology Service Desk Manager

    Nov 2018 - Oct 2019

  • TSS MVS GCL - MV Server & EU IOT Data Center Domain Ldr

    Jan 2017 - Oct 2018

  • TSS MVS Global Competency Leader - Unix/Wintel Servers

    Oct 2015 - Dec 2016

  • Italy TSS SWS Leader

    Jun 2014 - Sept 2015

  • MTS Planning, Portfolio & Business Enablement Manager

    Feb 2010 - May 2014

  • MTS Post Sales Manager

    Feb 2009 - Jan 2010

  • Technical Support Manager

    Jul 2007 - Jan 2009

  • Product Manager

    Jan 2005 - Jun 2007

  • Remote Support Engineer

    Jan 2002 - Dec 2004

  • Field Engineer

    Jul 1999 - Dec 2001
• 

  Kyndryl

  Sept 2021 - now

  Manager of 25+ people E2E in charge of delivering Identity and Access Management services to contracted accounts covered by both domestic and people; accountable for both processes, audit, costs and new business opportunities to be delivered at market level. IAM business is part of the whole Compliance, Security and Audit readiness at the account level. The role extends across service lines and platforms no matter who is executing the IAM process and will place a greater emphasis on process compliance for all execution teams who participate in the IAM process as well. Show less Responsible to act as program manager dedicated to both Service and Costs Pools which permit the right allocation of several costs based on service, line of business and other financial metrics.Goal is to grant:• Commitment of people: the owners of the service and cost pools and/or their delegates are called to dedicate time to the management of the pools on an ongoing basis, also joining monthly reviews that will be set, bringing analyzes and solutions to any out line;• Data transparency: information relating to service and cost pools, including forecasts, O/Ls, pervasive impacts of CPs such as facilities and HW M/A are shared into a repository; such data will be subject to periodic updates (monthly to quarterly frequency)• Governance: various initiatives are underway aimed at implementing a more structured and continuous governance of service and cost pools during the fiscal year and, in parallel, allowing an effective and direct use of data relating to O/L, Forecasts and Actuals; of the monthly review management system of pool dynamics up to the clarification of pervasive drivers such as Facilities, SW, Maintenance and 3rd Parties.Additional challenges are to both optimize number of pools by closing and/or merge some of them and, in parallel, focus on any CTO initiative which brings green dollars saving in the overall line of costs. Show less Working within market Maintenance Cost & Delivery team as former IBM TSS SME (post sales, cost and offering manager) focused on both Hardware and Software M/A activities. Responsible of acting as interface between pure delivery people (DPE, PM, SME, etc) and Cost/Business people main goals are to design and deliver new process at all and/or enhance current ones to carry on key activities like new M/A quotation, renewal, IN/OUT baseline mgmt and TPM involvement. Both Logo and Multivendor products are in scope. Show less

  • Identity and Access Management Squad Leader

    Jan 2024 - now

  • KD Maintenance Delivery Team & Service Pools Pgm Mgr

    Feb 2023 - Dec 2023

  • Market Maintenance Leader

    Mar 2022 - Feb 2023

  • Infrastructure Services Manager - Mediobanca account

    Sept 2021 - Mar 2022