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Massimo DEVINCENTI

Rueil Malmaison

En résumé

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20+ years experience in managing multinational service delivery organization and multimillions outsourcing deals (with client facing and mission critical projects)

Tracked record of succesfull strategic projects ( consolidation/offshoring of support centers, ITIL processes implementation, redesign of the IT infrastructure ...)

Good experience in 'Contract negotiation', 3rd party vendor management, SLA & OLA management and ITIL processes implementation.

Specialties:
*Management of international customer services & support operations (design, set up,consolidation, optimization) *Management of P&L / cost center *Outsourcing (design solution, manage the sales process, off-shore, customer satisfaction program) * Management of global mission critical projects * ITIL processes implementation * Program/Client/Vendor Management

Mes compétences :
BYOD
Cloud
IaaS
Iaas & Paas
Infrastructure
Internet
Microsoft Technologies
Mobility
New technologies
PaaS
Saas

Entreprises

  • Schneider Electric - Senior Vice President, Group CTO IT Operation Services

    Rueil Malmaison 2008 - maintenant Senior Vice President, Group CTO Operation Services
    Reporting to the Chief Information officer. Driving both the strategic value of infrastructure services & technical platforms and the day-to-day operations (RUN) for the worldwide core IT infrastructure services (i.e. Data Centers, Help Desks, Messaging, LAN and WAN, Desktop, Active Directory for the Scheider Electic Group.


    VP Global Infrastructure Areva T&D (acquired by Schneider Electric)

  • Capgemini - Senior Director Infrastructure Strategy and Industrialisation

    SURESNES 2006 - 2008 Reporting to the Senior VP Global Services. Leading the development and ongoing implementation of business strategy for the DDS Service line (Desktop and Distributed Service, Help Desk) for the Capgemini Outsourcing division (3,5B Euro).

    Director, Desktop and Distributed Service (BU Schneider)
    Managing the Desktop and Distributed Services operations and overseeing the transformation project of Capgemini Schneider Business Unit (a 12 years major outsourcing contract with Schneider Electric Group to provide IT Infrastructure and Application services across 31 countries for nearly 2B Euro) with a team of 450+ analysts and with a 70M Euro yearly budget.

  • Schlumberger - Director, Global IT Services

    Paris 2000 - 2006 Director, Global Services (2005-2006)
    Managing 6 Global Worldwide Service Desk and all Distributed services (on-site - servers) delivering IT support services for more than 60.000 Schlumberger employees in over 65 countries (350+ analysts, budget 35M$). Managing all WorlWide Service infrastructure including the tools (ACD, Calltracking, Knowledge base).

    Director Global Service Desk and Distributed Services (SchlumbergerSema) 2002-2005
    Managing the Global Worldwide Service Desk (600+ staff) supporting $600M in multinational outsourcing contracts for external clients including LVMH, Total, Ecopetrol, Standard Charter Bank, British American Tobacco, Metropolitan Police, The British Rail Company, Banque de France. Managing a cost center of 60M Euro.

  • Autodesk - Support Center Manager

    Paris 1998 - 2000 Support Center Manager/ Product Support Manager (South & Central Europe)
    Managing the International South European Support Center of approximately 50 analysts (including supervisor, customer supports specialists, field support and escalation engineers), delivering services directly to the customer in France, Spain, Italy, Portugal and MED region and from the 1st of January 2000 also for Germany and East Europe. Managing a 5M$ yearly budget, providing industry leading telephone and field support, within the highest service level standards. Major achievements:
    - Consolidating the German and South Europe Service Desk in a unique location
    - Establishing and implementing continuous process improvement by monitoring customer interactions and by obtaining direct customer feedback on the standards of service delivered
    - Leveraging the new Services business model (Professional Services) by enhancing the sales effort through involvement in support and services revenue and contract negotiation with new prospects at major account level.

  • IBM - Service Director - Lotus Products (South Europe Middle East Africa)

    Bois-Colombes 1996 - 1998 Program Manager South Europe Middle East Africa (1996- 1997)
    Responsible to deliver the highest level of support offered by Lotus Professional Services (7 day coverage 24x24, Emergency on site, software patches) to the major customers in the Netherlands, Belgium, France, Spain, Italy and Portugal and SAMM region (British Telecom, France Telecom, Telecom Italia, EDF France, BNP, ABB, Bayer, Philips (Origin), Coopers and Lybrand …) Managing an international growing team of 15+ Support Account Managers including hiring, motivating and retaining staff in order to guarantee "best in class" service delivery.

  • Lotus Development - Support Center Manager South europe

    1992 - 1996 South Europe Support Center Manager (1995- 1996)
    Managing and growing the South Europe support center, providing highly responsive mission critical support to customers. Ensuring declared targets for responsiveness to customer critical problems are consistently met or exceeded.

    Escalation Support Manager, Lotus Development, Paris France, 1994-95

    Lotus Notes Support Manager (South Europe) 1992-1994

Formations

  • Università Degli Studi Di PISA (Pisa)

    Pisa 1984 - 1989

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