Luca Giannese
Turin
Summary
As Service Manager I define the service through standard ITIL 4 methodology, I manage the service level agreements and ensure that the services meet the business needs and satisfaction of the customer, stakeholders, internal teams, and above all be an apostle of the company I represent.
In my work background I have also worked as a Program Manager and Project Manager always in the IT field on various clients: automotive, insurance, banks, public administration, pharmaceutical, retail and media company.
Overview
24
24
years of professional experience
Work History
IT Service Manager
NTT Data
01.2022 - Current
- Service Manager for an important Insurance company
- My philosophy is to be able to offer the end customer, through a study of the KPI and SLA numbers, an approach like continuous improvement to reduce the number of incidents and systematically improve the level of service and reduce the workload of the team
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
IT Program Manager
NTT Data
09.2020 - 12.2021
- Program Manager for an important global Automotive group, for migration from on-premise technology to cloud system and migration from obsolete Java and Oracle technologies to new versions. Operational Committees working in a mixed European team (Germany, Italy, Romania)
- I managed success metrics; verified the achievement of the objectives and the next steps to be taken; supervise Project Managers on their individual projects.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
IT Delivery Manager
NTT Data
09.2008 - 07.2020
- For important Media Client, i managed as Delivery Manager, a team of Application Maintenance and continuous integrations on custom CRM platform on Microsoft technology (web & APP). SAP integrated systems, and other customer legacy systems. Participation in operational tables with IT Management
- I managed and transformed the client's business requirements into projects with a scheduled release calendar. The teams I managed are: analysts, developers and testers
IT Team Leader
Etnotoeam
01.2004 - 08.2008
- For an important global automotive company, I managed as Team Leader for the development and maintenance of the e-commerce websites of the 3 major brands of the Client. Technology used first version of Microsoft .NET (C#, VB.NET, SQL Server, IIS)
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
Microsoft Developer Programmer
Etnoteam
01.2000 - 12.2003
- For an important global automotive group, construction of e-commerce websites. The project was carried out in collaboration with Microsoft consultants. Technologies used Microsoft Visual Studio 6 until migrated to Microsoft .NET. SQL Server and IIS.
- Participated in team development of divisional standards for technology use.
- Researched and installed web server and development software.
- Used critical thinking skills, decisive judgment and worked with minimal supervision.
Education
Degree Economics Finance And Insurance - Economics Finance And Insurance
Università Del Salento
Lecce, Italy09.1996
Skills
- Information Technology Infrastructure Library (ITIL)
- Project software methodology Waterfall model
- ITIL4 Foundation Certified in IT Service Managenent
Certificate Number: GR671323179LG
- Microsoft Azure Foundamentals
Certified AZ-900 - Risk management (SOX – J-SOX)
Volunteer from 2021
EMERGENCY is an independent and neutral Italian association, created to offer free, high-quality medical-surgical care to victims of wars, landmines and poverty. EMERGENCY promotes a culture of peace, solidarity and respect for human rights.
Languages
Italian
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Available to
Available to relocate worldwide and work in-office, hybrid or remote
a pill on me
There are no obstacles, only opportunities. Happiness is always within me, from when I wake up to when I go to sleep. Nothing can stop my happiness.
Timeline
IT Service Manager
NTT Data
01.2022 - Current
IT Program Manager
NTT Data
09.2020 - 12.2021
IT Delivery Manager
NTT Data
09.2008 - 07.2020
IT Team Leader
Etnotoeam
01.2004 - 08.2008
Microsoft Developer Programmer
Etnoteam
01.2000 - 12.2003
Degree Economics Finance And Insurance - Economics Finance And Insurance
Università Del Salento
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