Diego Zaccariotto

Diego Zaccariotto

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

Amazon Web Services


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.

  • Linux and Open Source
  • General Management
  • Service Management
  • 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


Amazon Web Services
Head of Enterprise Support - Specialist TAM & AMS Delivery EMEA
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

Citrix Systems
Head of Customer Success - EMEA
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

Citrix Systems
Senior Technical Account Manager
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

UNIX System Administrator
February 2005 – February 2008 Padova, Italy

Seconded to TIM ITALIASeconded to TIM ITALIA

Skills: Telco Industry · Network Administration

DACOS Sistemi
IT Manager
April 2001 – February 2005 San Donà di Piave, Italy
Sedes Group
IT Manager
October 1998 – March 2001 Oderzo, Italy


Some of my degrees

University of Bradford
Master of Business Administration (Distinction)
Tableau Desktop Specialist
See certificate
The Open University
BSc (Honours) in Technology (2.1)
The Open University
Diploma in Design and Innovation
The Open University
Certificate in Information Technology and Computing