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Diego Zaccariotto

Head of Customer Support - Team Leader EMEA | Service Operations Management, Change & Transformation

Amazon Web Services

Biography

Diego Zaccariotto is a Senior Manager with 25+ years of experience managing IT support operations and large teams across several countries. Customer satisfaction record alongside a dedication to leading the whole digital transformation lifecycle from strategic planning and solutions scouting up to business process reengineering, organizational design and following change management. Consistent track record of implementing people’s best practices to improve efficiency, reduce costs and increase productivity.

Interests

Linux and Open Source
General Management
Service Management

Education

Operations Management (Short Course), 2022
University of Cape Town
Master of Business Administration, 2021
University of University
BSc (Honours) in Technology, 2015
The Open University
Diploma in Design and Innovation, 2013
The Open University
Certificate in Information Technology and Computing, 2009
The Open University

Areas of Expertise

People Management

Change and Transformation

Budgeting, Cost Control, P&L

Digital Transformation

X-functional Team Leadership

Strategic Business Planning

Solution Architecture

IT Operations Support

Solution Scouting

Experience

Head of Enterprise Support - Specialist TAM & AMS Delivery EMEA

Amazon Web Services

November 2019 – Present Milan, Italy

In charge of planning, managing, and controlling Enterprise Support and AMS Delivery Operations across 6 different EMEA countries. Main duties:

Leading all the hiring, evaluation, training, compensation & benefits strategic activities
Assessing business requirements and supporting pre-sales activities. Planning service capacity, tracking delivery times and overall quality
Implementing global standards while ensuring service quality and customer satisfaction KPIs. Looking for service innovation opportunities
Business partner during the global Enterprise Support Strategy planning

► The main escalation point with C-level customers on service issues and further digital transformation opportunities

Skills: Business Planning · Digital Transformation · People Management · Continuous Improvement · Team Leadership · IT Service Management · IT Operations

Head of Customer Success - EMEA

Citrix Systems

March 2012 – October 2019 Milan, Italy

Responsible and accountable for operational targets and for a portfolio of enterprise level customers and Account Managers. Main duties:

The main contact point between the company, corporate customers and technical teams (over 15 people) to achieve service target KPIs
Managed the full order lifecycle dealing with pre-sales technical consulting and cost engineering, also during complex global tenders
Led service process reengineering and change management
Tracked project milestones as an effective escalation point

► Until 2015 Area Manager in Italy, Benelux, Israel and Southeastern Europe

Skills: Order Management · Presales · Business Process Re-engineering · Tenders · Service Delivery · Customer Success · Team Leadership · Project Management

Senior Technical Account Manager

Citrix Systems

April 2008 – March 2012 Dublin, Ireland & Milan, Italy

Dealt with requirements gathering and technical team management to develop virtualization, networking and cloud solutions
The main contact point with customers during proactive technical advice
Managed adoption activities always aiming at up/cross-selling

Main customers: Ferrero, Telecom Italia, Vodafone, SOGEI, Terna, Dutch Police, ENEL and UBI

Skills: Business-to-Business (B2B) · Client Relations · Service Delivery · Customer Success · Technical Support