Alessandro Chiarelli
IT Service Manager @Prg Retail Group
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WORK HISTORY
IT Service Manager @Prg Retail Group
Cogliate, IT
Key Responsibilities:Manage the end-to-end IT service management lifecycle, ensuring the effective delivery of services that meet organizational requirements.Oversee the development, implementation, and optimization of IT service management processes, including Incident, Problem, Change, and Service Request management.Lead and manage a team of IT support professionals, providing coaching, training, and performance management.Monitor and report on key performance metrics (KPIs) to ensure that services are delivered within agreed SLAs and customer expectations.Work closely with internal stakeholders and business units to identify and prioritize IT service requirements and improvements.Ensure that the IT service desk and support teams maintain high standards of customer service, including timely resolution of issues and efficient management of tickets.Drive the continuous improvement of IT service processes, working to increase efficiency and effectiveness across the organization.Collaborate with IT vendors and third-party service providers to ensure that external services meet the organization\'s quality standards.Manage budgets and resource allocation for IT service operations, ensuring cost-effective service delivery.Ensure adherence to IT governance, security policies, and compliance regulations.
EDUCATION
I.I.S J.C Maxwell
Diploma di perito capotecnico in elettronica e telecomunicazioni, Elettronica e Telecomunicazioni
CEFRIEL - Politecnico di Milano
Project & Risk Management
Politecnico di Milano
Laurea in Ingegneria delle Telecomunicazioni, Telecomunicazioni
Koos Service Design
Service Designer, Service Design Academy
ABOUT ALESSANDRO CHIARELLI
Service Management, Product Management, Project Management and Agile/Scrum methodology expertise, with specific competencies in Retail and Digital environments.Consolidated and proven knowledge of Customer Experience, Customer Satisfaction and Customer Value management.Vast knowledge of Business Processes and Customer Journey mapping.Strong analytical and problem solving skills. Data driven approach. Result oriented, self work organization. Leadership and collaboration skills. Excellent relationship and negotiation skills. Passion and strong experience in communication in all environments (executive, managerial and operational)
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