Graziella Ragusa
Senior IT Service Delivery & Vendor Management Professional
SARONNO,Lombardy
Summary
Senior IT Service Delivery and Business Operations professional with more than 15 years of experience in IT outsourcing, SAP service management, vendor governance, customer relationship management, and delivery coordination within complex pharmaceutical and enterprise environments. Strong expertise in stakeholder management, contract governance, service delivery, operational coordination, and cross-functional team leadership. Experienced in managing strategic accounts, coordinating multi-vendor environments, and leading business-critical service operations in highly regulated industries.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Account Manager | Service Manager | Project Manager | Head of SAP & Infrastructure Division
Bitia
Italy
01.2019 - Current
- Lead SAP and Infrastructure service divisions, contributing to service strategy, business growth, and customer relationship management.
- Manage multiple SAP and infrastructure clients as Service Manager and Project Manager within complex outsourcing environments.
- Coordinate and lead teams of internal resources and external vendors across service delivery and project activities.
- Act as Application Maintenance and Demand Planning Lead for Dompé Farmaceutici following outsourcing transition activities.
- Manage a team of 10 internal and external resources supporting SAP and legacy application environments.
- Coordinate strategic projects including SAP Technical Upgrade and SAP Planning & Demand initiatives related to Supply Chain processes.
- Serve as focal point across infrastructure, network, SAP, and application streams for business-critical incidents and cross-functional initiatives.
- Manage commercial and contractual relationships with both client and main contractor.
- Responsible for financial governance and Profit & Loss management related to service baseline activities.
- Currently oversee managed service operations with annual budgets of approximately €300K.
- Strong goal-oriented mindset with a focus on operational efficiency, customer satisfaction, and business growth.
- Key Client: Dompé Farmaceutici
Account Manager | IT Outsourcing Service Manager | Project Manager
DDway / Dedagroup Business Solutions
Italy
01.2011 - 01.2019
- Managed Pharma Delivery operations and infrastructure service delivery for major pharmaceutical clients including Angelini, Alfa Wassermann, Toyo, IBSA, Chiesi, Livanova, and Pharma D&S.
- Led full IT outsourcing governance activities for Dompé Farmaceutici, including both service delivery and commercial/account management responsibilities.
- Coordinated delivery teams of up to 15 people across infrastructure and SAP service streams.
- Managed vendor governance activities for both service delivery and project-related suppliers.
- Negotiated new projects and service offerings in both IT Outsourcing and SAP environments.
- Monitored contract execution, service compliance, and contractual change management activities.
- Participated in strategic outsourcing renewal negotiations and commercial proposal preparation.
- Acted as escalation point for business-critical incidents and participated in service target negotiations.
- Coordinated SAP and Infrastructure managers to ensure alignment of services and operational governance.
- Collaborated with HR on training and development plans for delivery teams.
- Held responsibility for Profit & Loss management for major customer accounts and outsourcing service operations with budgets of up to €2M.
- Managed complex multi-vendor environments ensuring service continuity, financial sustainability, and customer satisfaction.
- Contributed to strategic decisions regarding service offerings, technology partnerships, customer development, and business growth initiatives.
- Participated as Service Delivery Manager in strategic relocation and supplier qualification projects.
- Supported customer audits and governance activities within regulated pharmaceutical environments.
- Additional Assignment – Biogen Idec
- Service Delivery Manager & Project Manager
- 2011 – 2016
- Managed IT service operations directly at customer site.
- Coordinated a Social Media Analysis project as Project Manager.
- Supported customer relationship and operational governance activities.
Project Management Office (PMO)
CSC – Computer Sciences Corporation
Italy
01.2009 - 01.2011
- Supported operational and financial governance activities for pharmaceutical accounts.
- Coordinated customer meetings, project documentation, contract monitoring, and deliverable acceptance processes.
- Supported Account Managers in managing complex customer relationships and outsourcing activities.
- Managed PMO activities for the implementation of a multimedia collaboration system based on Cisco TelePresence technology.
- Supported commercial offer preparation and customer coordination activities.
- Key Clients
- Dompé Farmaceutici
- Biogen Idec
Executive & Diplomatic Support Assistant
Embassy of Italy - Sofia
Sofia - Bulgaria
09.2003 - 12.2003
- · Supported diplomatic and institutional activities during the Italian Presidency of the European Union.
- · Prepared official documentation, institutional reports, and diplomatic correspondence.
- · Assisted with coordination of consular and diplomatic meetings.
- · Worked in a multicultural and international institutional environment.
Education
Master - International Affairs
ISPI – Istituto Per Gli Studi Di Politica Internazionale
Milan07-2005
Degree - Political Science
University of Messina
Italy06-2002
Skills
- IT Service Delivery Management
- Vendor & Supplier Governance
- IT Outsourcing Management
- SAP Service Coordination
- Stakeholder & Client Management
- Contract & Commercial Management
- Team Leadership & Coordination
- Service Governance & ITIL Processes
- Demand Planning & Application Maintenance
- Business Operations Management
- Project Management
- Incident & Escalation Management
- P&L Responsibility
- Cross-functional Coordination
- Pharmaceutical Industry Experience
- ITIL Processes & Service Governance
- SAP Service Environments
- IT Outsourcing Operations
- Vendor & Contract Governance
- Service Delivery Management
- Microsoft Office Suite
- Strong stakeholder and relationship management capabilities
- Excellent organizational and communication skills
- Ability to manage pressure and complex priorities
- Team leadership and collaborative mindset
- Strong goal-oriented approach and results-driven mindset
- Problem-solving and adaptability
- Experience working in highly regulated and multicultural environments
Certification
- IT Outsourcing in Pharmaceutical Environments
- Data Integrity & FDA Inspections Training
- ITIL-based Service Management Exposure
LANGUAGES
Italian - Native
English - Full Professional Proficiency
French - Intermediate
Timeline
Account Manager | Service Manager | Project Manager | Head of SAP & Infrastructure Division
Bitia
01.2019 - Current
Account Manager | IT Outsourcing Service Manager | Project Manager
DDway / Dedagroup Business Solutions
01.2011 - 01.2019
Project Management Office (PMO)
CSC – Computer Sciences Corporation
01.2009 - 01.2011
Executive & Diplomatic Support Assistant
Embassy of Italy - Sofia
09.2003 - 12.2003
Master - International Affairs
ISPI – Istituto Per Gli Studi Di Politica Internazionale
Degree - Political Science
University of Messina