Chiara Gori
Senior Service Manager @Engineering Group
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WORK HISTORY
Senior Service Manager @Engineering Group
Florence, IT
Plan and coordinate internal and external resources to ensure expected service levels and operational continuity.• Evaluate project and resource requirements, making data-driven decisions to optimise operational efficiency.• Collaborate with clients and suppliers on budgeting, forecasting, negotiation and timeline definition.• Maintain high quality standards through continuous monitoring of SLAs, KPIs and customer satisfaction metrics.• Manage service profitability, including order control, estimates, revenue tracking and margin optimisation.Impact: Strengthened customer relationships, improved operational performance and supported the strategic growth of Transaction Banking services
EDUCATION
Università degli Studi di Firenze
Laurea Magistrale LM in Scienze dell'Economia e della Gestione Aziendale
SKILLS
ABOUT CHIARA GORI
With over 20 years of professional experience, including 8 years as Senior Service Manager at Engineering Ingegneria Informatica Spa, my focus lies in monitoring Key Performance Indicators (KPIs), managing budgets, and ensuring efficient organizational processes. My role bridges the gap between our company and client leadership, fostering collaboration and addressing challenges to maintain project scope, cost, and deadlines. Leveraging expertise in ITIL-based service management, corporate governance, and KPI monitoring, I contribute to optimizing operations and mitigating risks in high-stakes projects. My commitment to operational efficiency and stakeholder engagement facilitates seamless project execution and client satisfaction.
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