Marcello Anselmi Tamburini
IT Operations · ITSM · Service Delivery · Vendor Governance
- Location: Milan, Italy
- Last update: June 2026
Executive Summary
Head of IT Operations with 20+ years of experience managing IT operations, ITSM and service delivery at international scale.
- P&L ownership up to €4M
- Leadership of 60+ professionals
- EMEA multi-country operations
- Vendor Governance
- IT integration following M&A
Distinctive background enriched by 20 years of foster care, providing extensive experience managing highly complex human environments and heterogeneous stakeholders.
Key Results
- Service Turnaround: Turned around the Leroy Merlin Service Desk from loss-making to target margin within 6 months while achieving all KPIs.
- Revenue Growth: Doubled Amazon revenues at SPS Global by transforming the engagement from commodity services into managed services.
- Team Excellence: Reduced turnover by 30% at Fastweb while reducing monthly alarms from 150,000 to 50,000 through classification, noise reduction and automated second-level escalation.
- M&A: Successfully integrated three acquisitions at Berlin Packaging while maintaining business continuity.
Professional Experience
SPS Global
Head of Business Process Operations Management
San Donato Milanese, Italy
October 2023 – Present
- Strategic leadership of Business Process Outsourcing (BPO)
- Revenue portfolio of €2–3M
- Direct management of 25 professionals
- Full P&L ownership
- Doubled Amazon revenues by redesigning the delivery model
- Maintained 100% Net Promoter Score across managed customers
Berlin Packaging
Head of EMEA IT Operations
Trezzano sul Naviglio, Italy
July 2022 – September 2023
- Led IT Operations across seven countries
- Reported directly to US headquarters
- Integrated three acquisitions
- Introduced ITIL Problem Management and Change Management
- Configured ServiceNow processes
- Standardized service delivery across five countries
Sopra Steria
Senior IT Service Manager
Assago, Italy
June 2019 – June 2022
- Managed €1.5M enterprise portfolio
- Direct C-level customer engagement
- Turned around the Leroy Merlin Service Desk (7,500 users)
- Achieved 100% SLA compliance
Beta 80 Group
Operations Manager
Milan, Italy
June 2003 – May 2019
- Grew into leadership of the Enterprise Network Operations Center
- Managed a €4M portfolio
- Led more than 60 professionals
- Designed a multi-tenant SPOC organization serving more than 10 enterprise customers
- Reduced Fastweb alarm volume from 150,000 to 50,000 per month
- Reduced employee turnover by 30%
- Mentored two future managers
- Managed 24/7 enterprise operations
Zucchetti Informatica / IBM Partnership
IT Service Specialist
Lodi, Italy
February 2001 – May 2003
- Enterprise service delivery in partnership with IBM
- SLA and KPI management
- Corporate customer support
- Built the operational foundations for later management roles
Family Craft Business
Operations & Business Development
Crema, Italy
1996 – 2001
- Managed production
- Customer and supplier relationships
- Financial administration
- Banking relationships
- Cost control
- Commercial development
Key Skills
IT Service Management
- ITIL v3 / v4
- Incident Management
- Problem Management
- Change Management
- SLA & KPI governance
- Vendor Management
- Continuous Improvement
Financial Governance
- P&L ownership up to €4M
- Cash flow management
- Margin control
- M&A IT Integration
- Procurement
- Pre-sales support
Leadership
- Multicultural teams
- Recruitment
- Performance Management
- Executive stakeholder management
- Corporate inclusion programs
- Foster care experience (7 biological children, 10 foster children)
AI & Automation
- Claude Code
- Python
- Quarto
- Workflow automation
Platforms
- ServiceNow
- BMC Remedy
- Microsoft 365
- Python
- Quarto
Education
Università Cattolica del Sacro Cuore
Philosophy Studies (incomplete)
1994–1996
Liceo Classico “A. Racchetti”
Classical Baccalaureate
1994
Certifications
- ITIL Foundation v4 (PeopleCert, 2022)
- ITIL Service Design (AXELOS, 2016)
- ITIL Service Operation (AXELOS, 2013)
- ITIL Foundation v3 (AXELOS, 2009)
Languages
- Italian (Native)
- English (Complete professional)
GDPR Consent
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