Ing. Marco Paccagnella

Basic

Verona, Italy

Skills

Service Manager with extensive experience in leading Customer Service business.
Long and successful international career growth working in Europe
South America and Central Asia.
Used to continuous changes
I like to take new challenges being opportunities for personal growth.
Open mind
I’m able to lead multicultural teams and deal with people at any organizational level and customers.
Human Capital development focus and long term mind-set
with proven track records of meaningful team performance improvements and business results achievements.
Passionate with Leadership Development and Change Management
I perform my best when I’m requested to start up new programs and business
lead teams to better performances and surprise customer with
AREAS OF EXPERTISE
• Telecommunications • Change Management • Talent Management • Presentation skills
• Customer Services • Strategic thinking • Leadership Development • Interpersonal skills
• Sales • Service Start-up • Remote Team Mngmt • Influencing skills
• After Sales Support • Service Delivery • Cost reduction
• Training Management • ITIL Foundation • Analytic skills
• Italian • English • Spanish • French
I’m willing to relocate abroad.

Timeline

Professional experience for Marco Paccagnella

  • Current 9 years and 3 months, since Oct 2012

    Entrepreneur and Indipendent Consultant

    Glingex

    Wealth Manager (deVere): sale activity (Feb ’16 – Today) Federmanager Verona Board (May ’13 – Today) IT Project Manager: (Jun ’15 – Dic ’15) Entrepreneur: owner of a Vodafone store (Apr ’13 – Mar ’15) Trainer: Leadership and Change Management trainings to local manager association (Federmanager) and small companies association (API) and an Internet of Things training at Ca’ Foscari University (Venice) (Oct ’12 – Mar ’15)

  • 1 year and 2 months, Aug 2011 - Sep 2012

    Global Services Change Manager

    Nokia Siemens Networks Russia

    Reporting to North East Region Head of Services, I drove a reinforcement program for our Russian Service Delivery leadership team focusing on a cultural change on Customer Orientation and Results Accountability. Because my achievements, I was also asked to be responsible for the Leadership program and People Strategy development in TEC (Turkey, East Europe and Central Asia).

  • 3 years and 7 months, Feb 2008 - Aug 2011

    After Sales Services Management Lead SubRegion TEC/Russia

    Nokia Siemens Networks Russia / Turkey

    Member of Service Delivery North East Region organization, I led two teams comprising of 21 Service Managers spread throughout 8 TEC countries and 11 in Russia. I was accountable for contracts timely renewal and delivery, team performance improvement (financially and operationally), customer satisfaction, KPI, Sales, Costs. I also led “Service Excellence” programs to promote a Superior Quality Service culture and the “The 7 Habits of Highly Effective People” program to improve our leadership effectiveness.

  • 1 year and 9 months, Jun 2006 - Feb 2008

    Head of Consulting and System Integration (CSI) Turkey

    Nokia Siemens Networks Turkey

    Head in Turkey for a Service line organizations with the scope of selling and delivering Business Consultancy, Network Planning and Optimization, Telecom Systems Integration and Training projects. Achievements: • I managed an important business (from 2,5 to 15 Mil€/year) and team (from 4 to 34 people) growth phase. • I was responsible for the sales, planning and delivery of our CSI services, of the recruiting and competence development, target definition and evaluation of my team members.

  • 2 years and 2 months, May 2004 - Jun 2006

    Sales Solution Manager Balkan Area

    Nokia Greece

    Reporting to the Europe Head of Sales for the product, I was responsible for selling our telecommunication network monitoring system (OSS) and the after sales support services related to it often through complex bids.

  • 1 year and 10 months, Mar 2002 - Dec 2003

    After Sales Services Manager for Tim do Brasil

    Nokia Brazil

    Responsible for the organization of the after sales emergency and routine technical support for HW e SW failures and after sales services upselling for TIM do Brasil, I was their referent for all network problems. I I planned and managed the HW Services, SW Upgrades, resources, costs and sales.

  • 2 years, Oct 1999 - Sep 2001

    Training Center Manager Spain and Portugal

    Nokia Spain

    Member of South Europe Service team, I was responsible for the start-up and management of a new training center for our Spanish and Portuguese customers. I recruited my collaborators, made sub-contracting agreements with external training companies and with Madrid and Valladolid Universities, sold training services to our customers, planned the execution, the resources, sales and costs. I left a perfectly working organization with a close team.

  • 1 year and 11 months, Nov 1997 - Sep 1999

    Technical Trainer

    Nokia Italy

  • 3 years and 10 months, Feb 1994 - Nov 1997

    Networks Implementation Manager, Project Manager

    SASIB Telecomunicazioni

    Responsible for the preparation of the technical part of the offers, of the activities of network design, delivery and testing. Finally I was personally running the trainings on the delivered systems to our customers.

  • 3 years and 6 months, Sep 1990 - Feb 1994

    Team Leader, Network Planner

    Sirti

    Team leader of testing teams for TACS, PDH and SDH equipment, planning and routing of PDH connections in the Italian long distance network.

Educational background for Marco Paccagnella

  • 7 years and 6 months, Sep 1982 - Feb 1990

    electronics

    Politecnico di Milano

Languages

  • Italian

    First language

  • English

    Fluent

  • Spanish

    Fluent

  • French

    Intermediate

  • Portuguese

    Basic

  • German

    Basic

Wants

Responsibility roles in Service Managemet / Customer Services

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