Managerial ownership of the IT & Digital portfolio behind the full chain from meter reading to cash collection, for a customer base of one million supply points.
ENGIE Italia · Digital Customer Operations Manager · 08/2025 – 09/2026
In energy retail, everything between the meter and the bank account is one chain: a metering flow that fails becomes an unbilled contract, an unbilled contract becomes a credit case, and a credit case becomes churn. Managing these workstreams separately is what produces the leakage. The portfolio I inherited was run in waterfall, with priorities set project by project.
Digital Customer Operations Manager, accountable for the IT & Digital portfolio across the Meter-to-Cash chain: priorities, budget, vendors and delivery. Individual projects were run by dedicated project managers within the team; this is the programme layer above them.
Metering and master data, billing and invoicing, credit and collections, market and switching processes, regulatory compliance, care and claims. Portfolio governance, demand intake, vendor and capacity planning, and the agile transition of the three delivery teams covering master data, billing and credit.
Customer operations, finance and credit, regulatory affairs, IT & Digital, distributors and market operators, BPO and technology vendors.
Salesforce, billing suite, metering and market-flow platforms, credit management system, data platform, Jira, Confluence, SAFe cadences.
A portfolio run as one chain rather than silos, serving one million power and gas customers, with shared master data, a common delivery cadence and a single view of regulatory deadlines across all workstreams. The three Meter-to-Cash delivery teams moved from waterfall to an agile operating model within twelve months, cutting waste and re-anchoring the backlog to the highest business priorities. Consolidated result across the applications managed over the years: a 15-25% year-over-year reduction in support tickets.