Massimo Brolli

Expert Service Solution - Europe @SITA

Rome, IT

Design and cost the operational support solution for customized, non-standard, complex and outsource projects in the area of Customer Service and Operations - Europe.• Represent SITA Global Services actively in the bid process assisting with Customer-facing communications when required.• Provide appropriate variations to the standard texts in customer facing proposals and contractual documents for the services defined and agreed in the operational solution. This include service options, service levels and any variations in services required to meet the needs of this customer and/or specific to any country or location.• Identify, define and agree with the Regional and Global Services representatives the operational services and the corresponding transition project activities that will be proposed in response to customers\' requirements.• Define and develop operations model for each opportunity, ensuring that the cost model is in line with the proposed operations solution and that the operational risks and assumptions have been defined, updated and mitigated accordingly.• Work with Products, Solutions, Regional Operations, Service Contract Managers, and Purchasing to develop and issue RFPs to service partners (following the appropriate engagement processes) and to select and negotiate appropriate contracts and service levels with these Service Partners.•Interface with Global Operations to ensure that the \"Operations Model\" and its component parts have been reflected in the operations solution (cost, resources, process & tools requirements).•Study and qualify customer and occasionally product management requests for operational services.• Define the optimal cost and integrated operations solutions meeting customer and product requirements.

Engineering Degree

December 1997 - Environmental Engineering