Massimo Santacroce
IT Application Operations Manager @Italiaonline
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WORK HISTORY
IT Application Operations Manager @Italiaonline
Milano, IT
Led the Application Operations team for BSS systems and customer-facing services (E-commerce, Web, Email) • Managed external vendors, contracts, SLAs, and operational budget • Delivered and continuously improved ITIL-based processes (Incident, Change, Capacity, Reporting) • Defined and tracked all service KPIs and SLAs
EDUCATION
Politecnico di Torino
Ingegneria Aerospaziale
SKILLS
ABOUT MASSIMO SANTACROCE
Over 25 years of IT management experience with a focus on IT Service Management, Application Support, Customer Operations, outsourcing, and IT governance. Proven leadership in international team coordination, vendor and contract management, SLA oversight, and budgeting. Industry experience includes Telco, Automotive, Utilities, and Energy sectors.Core Competencies ITIL-based IT Service Management, Service Desk (1st/2nd level) Application Operations and BSS/CRM/Billing support SLA/KPI management, vendor performance and contracts Incident, Change, Problem & Release Management International team leadership and coordination (>50 FTE) Customer Success and C-level stakeholder engagement Budget management, operational governance, service improvement
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