Owner of the Acea Group digital products (Water Service).
Main responsibilities:
• represent the main reference both for the water companies of the Acea Group and for the digital development teams;
• participate proactively in the digital innovation and products continuous improvement, proposing optimizations regarding both the processes and systems involved;
• analyse complex problems with the Design Thinking methodology, ideating innovative solutions and creating sketches, wireframes, mockups and prototypes to facilitate the development phase;
• define and prioritize the Product Backlog items, maximizing the product value and the work of the development teams;
• monitor the development phase and manage the application testing, up to the approval of the final product release.
Service Manager: Digital Services and Contact Centre
Promoting the Digital Transformation of business processes and customer contact channels, proactively participating in the development and continuous improvement of Web, Mobile, Chatbot and Social channels and with the goal of a customer experience that is always more personalised and conducive to the omnichannel customer service.
Direction of software development projects designed to release personalized services for a defined target market.
Management of Contact Centre and Back Office services, with the responsibility of:
• defining Service Level Agreements (SLA) and monitoring related indicators in comparison with the target values;
• planning back-office activities and setting priorities and deadlines;
• analysing and optimising operational processes.
September 2015 – April 2017
Direction of IT projects regarding Digital Transformation of business processes and related services, Big Data analysis, Data Centre infrastructure upgrade and migration of SAP environments.
Monitoring of IT programs and related projects with a focus on their timelines and any potentially critical issues, in order to respect deadlines and achieve program goals.
Main responsibilities:
• business requirements assessment, analysis of possible solutions, vendor scouting and evaluation;
• definition of project objectives and identification of the main tasks to achieve them, Work Breakdown Structure (WBS) designing, selection of the internal team that will support the vendor in the project, Organizational Breakdown Structure (OBS) designing, Responsibility Assignment Matrix definition, Project Network and Gantt Chart planning;
• tracking and monitoring of project schedule, work coordination between different organizational units and project teams in order to ensure deliverable deadlines are met;
• planning and direction of project meetings (kick-off, project status report and tech meetings);
• project risk assessment and definition of the appropriate risk management strategies;
• drafting of reports and presentations to support the project evaluation, together with open points and critical issues analysis and the planned actions to manage them.
September 2010 – December 2014
Direction of web projects both for privates and companies: from business requirements analysis to design and development of the web solution, up to application testing and online publication of the final product.
Ability to understand the customer’s needs and develop an application that in the design and functionalities represents what the client had in mind while respecting at the same time the budget and the project deadline.
Dynamic web application development using PHP, VBScript, JavaScript, JQuery and MySQL database support.
August 2008 – August 2010
Dynamic web application development using PHP, JavaScript, SQL (on MySQL database) and CSS.
Software Programming Languages:
Web Programming Languages:
Query Languages:
Markup Languages:
- XML
- LaTeX
- XES (eXtensible Event Stream)
Database Management Systems (DBMS):
- Oracle MySQL
- Microsoft Access
Content Management Systems (CMS):
Graphic Design Software:
