Gianluca Boschi

Accountable for: - Service Desk supporting ERP Solutions including SAP for the whole Vodafone Group - Service Management support for all Markets and Shared Service Centres - Customer Satisfaction and Service Improvement Plan

C&W Worldwide was a global TLC provider serving circa 4500 customers around the globe. As Director of Service EMEA, I was in charge of the post-sale support for a very complex region and a team of 28 staff including manager of managers, with £180m revenue distributed across two different Sales channels managed by four Sales Directors. Responsibilities included Service Management strategy definition, P&L management, margin improvement, service delivery, Customer’s relationship management up to C-level.

Management of the Italian legal entity including direct responsibility of: balance sheet and relevant Directors’ report, Statutory and Accounting Auditors, Authorities relationship including Italian TLC Ministry Body i.e. AGCOM, Regulatory, Company representation, Health & Safety and Office Management.

Initially member of the newly launched Partner Services Europe Business Unit that managed all the European Carrier Customers. Later on, I extended my responsibility by acquiring the support for Enterprise sales channel in Europe.

Part of the International Partner Services Business Unit that managed the Carrier Customers, where I was in charge of providing post-sales support to the Italian customers.

Omnitel is a mobile operator, now Vodafone Italy, and it has been the first Italian start-up of the Telecommunications sector. Just before the commercial service launch, I had been appointed as Supervisor of the Network Monitoring team (NMC), where I was in charge of the GSM network monitoring team during out of hours, nights and weekends, and of the relevant team.

Omnitel is a mobile operator, now Vodafone Italy, and it has been the first Italian start-up of the TLC sector. I joined at the start-up time when the Company management was entirely made of Expatriates, as Specialist for the Network Management Centre (NMC), in the Network O&M team. When I joined the organization was still being built and it was prior to customer service launch, hence I had the opportunity to challenge myself in different areas and roles, and consequently to learn a lot.

Italtel is an Italian Telecommunications manufacturer, during the period, I worked in the company it was the main provider for the incumbent Telecom Italia, and I was sitting in the Research & Development (R&D) department as Telephone Exchange software developer. I started working on the old generation telephone exchange line, which allowed me to cover different roles and learn many aspects of the exchange management, as the team was lean and responsibilities concentrated on few people.

Inspirational Management