Margot Currao

Experience

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  IBM

  Sept 2011 - May 2013

  IT Specialist Trainee
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  Value Transformation Services

  Jun 2013 - Nov 2014

  Program Leader for a Project Portfolio in CEE countries (Hungary, Slovakia, Czech Republic) that aimed to support the rapid growth of the CEE countries in terms of infrastructural and technological changes. Responsible for supporting the opening of new branches offices focusing on network activities, SW and HW upgrades and new services setup and monitor progress of the projects, ensuring swift follow-up and identification of remedial actions from project managers and/or sponsors.Involved in the IT solution design as well as time, cost and schedule topics, giving a strong emphasis to gather all customer requirements. Responsible for leading global and multicultural teams of small/medium size (up to 10 people). Show less I worked for banks within the Unicredit group with its sites and branch offices spread all over Europe. I provided day-by-day direction to the project team and regular project status to the client. I acted proactively identifying and taking responsibility for all the tasks to be completed, in alignment with business expectations in a timely manner. The projects I managed were related to multi-tier solutions. This made me develop a T-shape knowledge and awareness about HW, SW and middleware installation and configuration.I collaborated with the Project Management Office: provide standards, metrics and methodology for the Project Services organization and reports in support of the Management for strategic and tactical decisions. Show less

  • Program Portfolio Manager

    Jul 2014 - Nov 2014

  • Project Manager

    Jun 2013 - Jul 2014
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  IBM

  Sept 2016 - Dec 2018

  DPE for customers in the banking industry. Primary contact for the Project Executive (PE) and for the client on service delivery and I supported the PE in identifying new growth opportunities and contract profitability. Key activities:• Ensuring services provided are in line with contractual KPIs, SLA, SLO;• Ensuring customer satisfaction is met and apply continual service improvement actions;• Leading weekly/monthly status meeting with IBM team and the client;• Managing the approved budget and internal resources (claim) Show less Service Availability Manager for an outsourcing customer in the energy and utilities industry. I acted as critical situation manager for specific major incidents driving the root cause analysis and I worked to identify proactive actions to improve the overall service in a cost-effective manner. Responsible for lifeline metrics, Customer Service Reviews and improve client experience of service quality.Key activities: • Integration and coordination of Incidents; • Lead of Problem and Change Management Processes;• Risk Identification and early escalation of any gaps that could potentially impact the running services;• Ensure services were designed and delivered to meet their availability targets (SLA);• Coordinate technical teams, delivery teams and IT architects to implement the service delivery strategy Show less

  • Delivery Partner Executive

    Mar 2018 - Dec 2018

  • Service Availability Manager

    Dec 2014 - Feb 2018

  • Executive Assistant to GM

    Sept 2016 - Nov 2016
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  Edison SpA

  Jan 2019 - Jun 2023

  IT Service Manager

  Responsible for End-User support and Helpdesk services. I coordinate a team of 3 people and external providers:Key activities:• Involve key internal/external stakeholders to define the end-user service roadmap;• Pilot the digital transformation through the assessment and the implementation of new tools, both for Collaboration and Service Management;• Ensure the service’s levels are in line with contractual KPIs, SLA, SLO;• define and manage IT budget within my area of responsibility;• 3rd party suppliers contract management Show less

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  Thales Cyber and Digital

  Jun 2023 - now

  WW End User Support Service Owner