Giuseppe Frisella Vella
International Customer Business Manager & Head of Customer Service Support, Mea, Europe & Apac @Orange Business
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WORK HISTORY
International Customer Business Manager & Head of Customer Service Support, Mea, Europe & Apac @Orange Business
Rome, IT
Inside Orange Global Delivery Operation - Cloud services organisation I am in charge of the following responsibilities- Support sales and pre-sales teams as business partner and subject matter expert for international cloud business- Lead delivery and operations of private and public cloud services for major international clients, managing contracts worth €6M–€100M/year- Directly manage and develop cross functional customer-dedicated teams (20–60+ staff) across multiple regions- Own P&L, drive YoY revenue and margin improvements, and ensure contract compliance- Build and continuously improve end-to-end delivery models, governance, and customer solutions.Key Achievements:• Improved SLA compliance from 95% to 99% across key accounts.• Generated €15M in additional revenue through upselling and organic growth on the key accounts.• Reduced incident resolution time and penalty exposure via effective crisis management.• Successfully implemented various customer support models across regions, improving team performance and service quality on accounts, which contributed to a proven track record of increasing customer satisfaction KPIs.
SKILLS
ABOUT GIUSEPPE FRISELLA VELLA
Senior ICT Director with over 25 years of international experience leading large-scale cloud operations, service delivery, and business growth for global clients. Engaged with key customers across Europe and APAC, collaborating with major international players and vendors in the Telco and Cloud markets.Possesses a solid technical background complemented by enhanced business management skills. Highly experienced in Cloud Operations management, Contract Management, Customer Service Management, IT Governance, as well as Business Support and Development within large multi-service and outsourcing deals. Skilled in Program and Project Management.A quick and adaptable learner with strong motivation and determination to achieve objectives. Excels in building and managing customer relationships, focusing on customer satisfaction, partnership development, and innovation. Demonstrates proven success in cross-functional team management and organizational settings. Currently heading Cloud Service Delivery and in charge of Cloud Service Management for Europe, EMEA and APAC at Orange Business - Global Delivery Operation.
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