Diego Zaccariotto
Head of Customer Support - Team Leader EMEA | Service Operations Management, Change & Transformation
Amazon Web Services
Biography
Diego Zaccariotto is a Senior Manager with 25+ years of experience managing IT support operations and large teams across several countries. Customer satisfaction record alongside a dedication to leading the whole digital transformation lifecycle from strategic planning and solutions scouting up to business process reengineering, organizational design and following change management. Consistent track record of implementing people’s best practices to improve efficiency, reduce costs and increase productivity.
- Linux and Open Source
- General Management
- Service Management
Operations Management (Short Course), 2022
University of Cape Town
Master of Business Administration, 2021
University of University
BSc (Honours) in Technology, 2015
The Open University
Diploma in Design and Innovation, 2013
The Open University
Certificate in Information Technology and Computing, 2009
The Open University
Areas of Expertise
Experience
In charge of planning, managing, and controlling Enterprise Support and AMS Delivery Operations across 6 different EMEA countries. Main duties:
- Leading all the hiring, evaluation, training, compensation & benefits strategic activities
- Assessing business requirements and supporting pre-sales activities. Planning service capacity, tracking delivery times and overall quality
- Implementing global standards while ensuring service quality and customer satisfaction KPIs. Looking for service innovation opportunities
- Business partner during the global Enterprise Support Strategy planning
► The main escalation point with C-level customers on service issues and further digital transformation opportunities
Skills: Business Planning · Digital Transformation · People Management · Continuous Improvement · Team Leadership · IT Service Management · IT Operations
Responsible and accountable for operational targets and for a portfolio of enterprise level customers and Account Managers. Main duties:
- The main contact point between the company, corporate customers and technical teams (over 15 people) to achieve service target KPIs
- Managed the full order lifecycle dealing with pre-sales technical consulting and cost engineering, also during complex global tenders
- Led service process reengineering and change management
- Tracked project milestones as an effective escalation point
► Until 2015 Area Manager in Italy, Benelux, Israel and Southeastern Europe
Skills: Order Management · Presales · Business Process Re-engineering · Tenders · Service Delivery · Customer Success · Team Leadership · Project Management
- Dealt with requirements gathering and technical team management to develop virtualization, networking and cloud solutions
- The main contact point with customers during proactive technical advice
- Managed adoption activities always aiming at up/cross-selling
Main customers: Ferrero, Telecom Italia, Vodafone, SOGEI, Terna, Dutch Police, ENEL and UBI
Skills: Business-to-Business (B2B) · Client Relations · Service Delivery · Customer Success · Technical Support
Seconded to TIM ITALIASeconded to TIM ITALIA
Skills: Telco Industry · Network Administration
Education
Some of my degrees
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