Fabio Missana

Responsible for the Adobe CMS team within a multidisciplinary team charged with delivering Interactive Public Monitor capabilities on board of ships of Costa Cruise Lines. The project is managed in a mixed waterfall-agile mode.

Set up the Application Management processes based on ITIL standards for Costa Cruise Lines. Services covered: Brand Portal Site, Mobile App, CMS platform, Integration layer, Product Planner and Printing Tool. In charge of GDPR compliance, Knowledge Management. Achievements: - 118% improvement in response times - 75% improvement in resolution times

Responsible for the management of software development projects. Pre and post sales involvement in commercial and contractual negotiations. Escalation management in terms of product, service, maintenance.

- Establish project plan and initiate project mobilization by confirming project scope, estimate, resources, roles and responsibilities - Monitor and control execution of project through Agile methodology - Establish project governance, managing risks and issues - Direct outputs of the project team, ensuring overall success of project and effective use of resources - Ensure the overall user experience is taken into account when designing and deploying new solutions and services - Ensure appropriate use of project management methods and tools (MS Project) - Provide project reporting including overall performance of the project and project completion documentation - Accountable to ensure adherence with Security and Compliance policies and procedures within Project Management service scope

• Support business to set-up a general e-business strategy and align Sanitec projects to it • Control e-Business projects regarding time, quality and costs • Act as Chief Architect for Sanitec e-Business program • Define the vision and solution to drive technology transformation, and providing leadership to Development and Support teams to continually deliver improvements in infrastructure, software, processes and procedures • Advocate and explain the need for technology transformation to senior officials, managers and other stakeholders. • Drive changes to the provision of internal e-business services across the group, including leadership of the technology and development staff, and working with Procurement and Finance staff to provide leadership in procurement approaches for all technology solutions. • Provide leadership via Support and Development teams to work closely with other departments to ensure technology provision meets the needs of the organisation. • Work with steering groups to shape Sanitec's strategic approach to technology transformation, including security, procurement, governance, and capability building • Embed into e-business teams the culture of delivering programmes using modern project, change and risk management methodologies, and the interaction between development, implementation and support • Baseline, develop and monitor technology-related budgets, costs, forecasts and related key performance indicators (KPIs) • Build a delivery-focused culture, driving successful delivery of programmes and projects within time and costs constraints and to the appropriate level of quality • Ensure technology is strategically designed and implemented on a user-focused basis which builds on experience rather than digitising existing analogue processes

Overall responsible for the CRM / EDI applications and the technical solutions needed to support the ‘customer first’ strategy of Sanitec. • Management of an IT Service Delivery team of 5 and responsibility for career development and appraisals. • Definition of service level agreements (SLA’S) related to contracted services. • To manage the IT Service Delivery team, taking responsibility for CRM service desk tickets. • Ensure SLA’s are achieved and client expectations are met (or exceeded). • To build services relationships with clients. • Ensure quality and profitable services are performed to the agreed SLA. • To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery. • To provide reports to an agreed schedule (or on request), including management and account performance reports. • Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes. • To develop and facilitate workshops and training courses.

Main responsibilities: manage a team delivering information technology services. Manage the relationships with service providers and contracted parties ensuring that contracted service levels and service delivery standards are met. Manage the delivery of IT projects. Develop strategies, plans and reports for the provision of IT systems, infrastructure and services. Ensure that Pozzi-Ginori’s applications and development architecture supports group strategies. Provide high level support and advice to the Area South Europe IT Manager, other sections of Sanitec Italia, group Sanitec projects and business areas on IT issues and services. Develop and improve information management policies, procedures and practices.

Main responsibilities: manage a team delivering application development and support services. Manage the relationships with service providers and contracted parties ensuring that contracted service levels and service delivery standards are met. Manage the delivery of application development projects. Develop strategies, plans and reports for the provision of application systems, infrastructure and services. Ensure that Pozzi-Ginori’s applications and development architecture supports group strategies. Provide high level support and advice to the IT Manager, other sections of Sanitec Italia, group Sanitec projects and business areas on IT issues and services. Develop and improve information management policies, procedures and practices.