Leandro Bianchi
Service Delivery Manager @Kapsch TrafficCom North America
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WORK HISTORY
Service Delivery Manager @Kapsch TrafficCom North America
As part of the DevOps group, the service delivery lead will be responsible for the Back Office Operations, contractual KPI/SLA’s, Monitoring and reporting. Also, accountable of the escalation process for incidents and issues in production environment based on the ITIL Methodology.The BO Service Delivery Manager is also responsible for managing the budget and resources, work with the release manager to deploy solutions. This role also involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. Service delivery lead will evaluate a customer’s experience against a set of customer satisfaction goals and criteria.Responsibilities: • Develop, coordinate and execute formal meetings and communication plans to ensure alignment of status, expectations, deliverables and agreed actions and assignments.• Develop, prepare and deliver monthly and quarterly quality of service and performance reports, necessary to demonstrate measurement and compliance to contracted services• Ensure that daily operational and project workloads are completed in accordance with contracted SLA in accordance with project policies and procedures.• Perform ITIL Change and Configuration management activities and maintain schedule for all performed changes.• Work with Design and Build teams in the Solution Center in integration and transition of projects and deliverables into operational support.• Proactively Identify incidents to quickly initiate and manage Problem Management activities.• Provide guidance and leadership to support teams in the analysis, design, test and support of Back Office business applications• Make regular revisions of the support services to identify lessons learned, to share them with the respective Managers and Leaders, and apply them in future projects and support contracts
EDUCATION
Colegio Nacional de Buenos Aires
Bachiller especializado en Ciencias Exactas y Tecnologia
University of Buenos Aires
Ingeniero Electronico
SKILLS
ABOUT LEANDRO BIANCHI
A proactive, flexible and reliable employee who prevails challenges through a…
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