Giovanna Occhiena
Service Manager @Fca Services
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WORK HISTORY
Service Manager @Fca Services
Torino, IT
ICT Service Manager part of the AMS governance team covering the whole Payroll application landscape Main responsibilities • Provide an internal customer centric service and approach. • Collection of metrics leading to the delivery of KPI’s for monthly operational reviews presenting the scorecard and actions taken to drive the business forward. • Adhering to ITIL principles ensuring support, training, knowledge base and business impact have been considered before a change is deployed. • Tailor processes to the specific needs of the company. • Have an overall view of the capabilities of the company’s ICT service and contribute to continuous improvement to meet future needs. • Fostered and maintained good relationships with customers to ensure processes were integrated to support customer Service Level Agreements Achievements: • Implemented process oriented work streams for service delivery • Designed and developed a comprehensive metrics dashboards to monitor service delivery performance, customer metrics • Decreased by 5% SLA’ s failure • Decreased by 7% on backlog Enhancements • Plan for major developments of the ICT service and project manage their implementation adhering to the financial constraints.
EDUCATION
Università degli Studi di Torino
Laurea, Scienze Naturali, 107/110
Lliceo Scientifico Augusto Monti
Maturita' Scientifica, Biology/Biological Sciences, General
ABOUT GIOVANNA OCCHIENA
IT Service Manager with more than 15 years in the industry and a passion for achieving excellence in service delivery and process modeling. Always worked in multicultural environments, learn quickly and can quickly incorporate and implement new procedures to maximize efficiency and productivity. In my free time I like to travel, to keep informed about the political and economic developments of the countries of the world, astronomy, geology, cooking.
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