Lucia Galassi

Current

• SLA Product Mgr at Cisco

Past

• Advanced Services Project Manager at Cisco
• Relationship Mgr at Cisco
• Market Analysis Mgr at BT

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Education

• ITIL
• George Washington University
• Università degli Studi di Trento

• Università degli Studi di Napoli 'Federico II'
• Liceo Scientifico Leon Battista Alberti Napoli

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2 more...

Connections

17 connections

Industry

Telecommunications

Lucia Galassi’s Experience

• SLA Product Mgr

  Cisco

  (Public Company; 10,001 or more employees; CSCO; Computer Networking industry)

  February 2007 — Present (2 years 11 months)

  Responsible to define, develop and manage EUEM SLAs for key services and solutions, working closely with cross functional groups including product and delivery teams to define the relevant SLAs for specific service/solution, and formulating the necessary process to enable field teams to offer such SLAs to customers. Responsible to negotiate SLAs directly with customers or support field teams in such negotiations with customers. Acting as focal point to field teams in addressing any performance issues related to SLAs and championing the cause with delivery teams.

• Advanced Services Project Manager

  Cisco

  (Public Company; 10,001 or more employees; CSCO; Computer Networking industry)

  November 2003 — February 2007 (3 years 4 months)

  Responsible for the management of all aspects of the Cisco Project Management Framework and the successful delivery of projects. Assist Sales force in the preparation-qualification of customer Proposal-SoW; Definition and documentation of performance measurement baseline; Agreeing resource allocations, including the definition and documentation of internal, partner and customer roles and responsibilities; Establishing, agreeing and documenting effective communication plans to provide project control; Execution of project in line with agreed budget, schedule and quality objectives and the management of project related issues; Provide primary interface to customer representatives,account team and AS management; Management of agreed project scope through formal Change Control; Obtaining formal customer acceptance upon completion of the project deliverables; Ensuring feedback is provided to Cisco AS Management on individual and process performance

• Relationship Mgr

  Cisco

  (Public Company; 10,001 or more employees; CSCO; Computer Networking industry)

  January 2000 — November 2003 (3 years 11 months)

  EMEA SP Client Base: ICL (UK), NTL (UK), CABLECOM (SWITZERLAND), FASTWEB (ITALY), TELECOM ITALIA (ITALY), WIND (ITALY), VODAFONE OMNITEL (ITALY), TIM (ITALY)
  Facilitator and central interface between the Clients’s Technical Management and the Cisco Technical Services Team to ensure consistent customer driven ‘high touch’ technical & operational support.Co-ordination of technical issues and Client needs across the account team.Organisation & Co-ordination of regular conference calls between Client and Cisco Technical resources to review all Client support issues, case creation status reports, ‘hot issue’ resolution & technical escalation updates.Hosting ‘operational reviews’ on-site with the Client to present & review all Support Activity within this period, identify trends, and highlight success / failure of the relationship between the Client & Cisco. Promote the SP Technical Services Program through regular visits.

• Market Analysis Mgr

  BT

  (Public Company; 10,001 or more employees; BT; Telecommunications industry)

  November 1998 — January 2000 (1 year 3 months)

  Formulation of market sizing information and forecasts across Europe, including revenues, numbers of users and volumes, related to the total telecoms market or to specific products/segments. Construction of profiles on the major competitors across Europe including their strategy, tactics, products, presence and performance. Production of supporting material for presentations, marketing plans, workshops and conferences specifically focusing on market and competitor analysis. Provision of ad hoc analysis in support of BT Europe and its Ventures.

Lucia Galassi’s Education

• ITIL

  Foundation Certificate in Service Management 2004 — 2004

• George Washington University

  Master , Project Mgmt , 2003 — 2003

• Università degli Studi di Trento

  Master , Master in Mktg of Services Industries , 1997 — 1998

• Università degli Studi di Napoli 'Federico II'

  Degree , Economics , 1992 — 1997

• Liceo Scientifico Leon Battista Alberti Napoli

  Liceo Scientifico , Liceo Scientifico , 1987 — 1992

Additional Information

Lucia Galassi’s Interests:

Music, Travelling. I swam at competitive level for about 10 years.

Lucia Galassi’s Honors:

• Cisco - CAP (Critical Account Programme) AWARDs:
1. May 2008 - For the SLA support provided to CA Sales during TI Support serives Renewal
2. January 2006 - Excellent 2005 ISO Audit Results
3. November 2005 ISO External Audit – Quality Champion for Advance Services Telecom Italia Team
4. September 2005 Outstanding Operational Support Telecom Italia customized metrics
5. March 2005 Support Set up of the new Advance Service TI CY05-07 support contract
6. March 2003 Fastweb 16x7 support set-up
7. August 2002 Fastweb CAP A case
• Cisco - Relationship Manager Council Member, Project Manager Council Member
• BT - Editor of the JOINT VENTURE NEWS Magazine (available on the BT Intranet, Global Capability Web Site)

Lucia Galassi’s Contact Settings

Interested In:

• career opportunities
• getting back in touch