Giuseppe Giuffrida

Responsible for monitoring and continually improving standards of performance and quality within the operation
Establish and implement departmental policies, goals, objectives, and procedures
Ensuring compliance to Health & Safety goals & objectives
Participating in the recruitment and staff selection process
Working closely with the Financial Manager, Facilities Manager, IT Manager, HR department
Handling the logistics of the organisation
Overseeing the supervision of employees
Conducting performance reviews of all staff
Onsite vendor management

Job profile:
• Manage the service relationship with third parties on behalf of IBM, acting as communication focal point for the entire EMEA region, providing a single point of contact for Service Delivery operational issues.
• Manage outages and infrastructure problems, providing follow-up to drive resolution.
• Identify service impact availability trends in the server environment and developing plans to address repetitive issues.
• Provide DPE/PE with single point of contact into SD
• Own communication plan between EMEA Delivery Centers/DPE/PE
• Coordinate and create Infrastructure-caused RCAs (Root Cause Analysis) for Service issues
• Management organizational guidelines. Documenting RCAs in the approved accountrepository, and communicating the final RCA to the DPE and parties affected from outage.
• Participate in Troubled Account Process. The SDM's scope is to own and drive the Delivery internal communication of service restoration activities, and communicate Delivery's status and progress to management
• Manage the cost model for Service Delivery, including identification
of cost’s reduction areas
• Present Service Review package to DPE at monthly service meeting
• Acting as the focal point for coordination, communication, and approval of changes between the Delivery services.
• Identify opportunities for account growth and assist DPE/PE with development
• Ensure SD adherence to process and procedures
• Provide leadership and direction to the Service Delivery teams
• Own service quality and SD performance
• Meet service levels
• Manage remotely a group of ten service supporters to guaranty the account health

Job profile:
• Primary point of contact in Delivery Centre for service levels and issues for customer
• Build and maintain client relationships
• Support Proposal leadership for account including qualification of new business opportunities
• Responsible for Security and audit compliance, reviews
• Provide input to and where appropriate help deliver transition plans (from a customer deliverable point of view)
• Provide agreed IBM/business with single point of contact into Delivery Centre team
• Working with the DPE/SDM on level of service quality and Service Delivery Performance
• Monitor and manage service delivery performance of local Subcontractors /third-party suppliers
• Manage customer escalations and attend weekly customer issues/SLA review meetings as needed
• Incident management
• Change management
• Identification and definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLAs are achieved
• Effectively monitor, control and support service delivery, ensuring general service and specific methodologies and procedures are followed
• Attend client service review meetings covering performance, service improvements on quality and processes

• Single point of contact for Italian customers
• Perform the verification of the configured policies against the Delivery Centre Technical specifications
• Complete KPI sheets for tracking
• Support the operation and maintenance of vendor products
• Local IT Security process management
• IT Security education management
• Local Security Incident management
• Database Security management
• Local IT security advisor
• Coordinating an internal group of 6 employees

• Perform daily payroll department operations using SAP/R3 tool
• Manage workflow to ensure all payroll transactions are processed accurately and timely
• Reconcile payroll prior to transmission and validate confirmed reports
• Process correct garnishment calculations and compliance
• Perform compliances for unclaimed property payroll checks
• Develop ad hoc financial and operational reporting as needed
• External customer queries support
• SME for internal group