# Carla Mattana

Carla Mattana is a remote worker on Himalayas, Service Delivery Manager at Netcompany-Intrasoft, based in Belgium.

Source: https://himalayas.app/@carlamattana

```text
Service Delivery Manager at Netcompany-Intrasoft, improving DG SANTE application support with automation and redesigned performance reporting.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Belgium |
| Authorized to work in | Belgium |
| Salary expectations | 59k+ EUR |
| Job categories | Service Delivery Manager, Operations Manager, Customer Service Manager |
| Skills | Service Delivery, Operations Management, Customer Operations, Process Optimization, Operational Transformation, P&L management, Budgetary Governance, KPI Management, SLA Management, IT Service Management, Application Support, Customer Service, Logistics, Supply Chain Management, Credit Analysis |
| LinkedIn | https://linkedin.com/in/carla-mattana-779024113 |

## About

```text
At Netcompany-Intrasoft, I lead end-to-end service delivery for European Commission – DG SANTE application support services. I manage multidisciplinary teams and help maintain contractual SLAs, KPIs, and quality standards.

I redesigned the monthly and quarterly performance reporting framework, improving operational visibility and supporting strategic decision-making. I also introduced budget management automation initiatives to improve forecasting accuracy and financial transparency.

Previously, as Customer Service Manager at FORMULA-AIR, I directed customer service, warehouse, logistics, and purchasing operations with full P&L responsibility. I led automation of order entry through Oracle NetSuite ERP integration and improved operational procedures.
```

## Experience

### Service Delivery Manager (current)

Netcompany-Intrasoft. Apr 2025 - Present

```text
Lead end-to-end service delivery operations for DG SANTE application support services, ensuring compliance with SLAs and KPIs. Managed multidisciplinary teams of 35 professionals and drove continuous improvement initiatives.
```

Skills: Service-Delivery, SLA-Management, KPI-Management, Budget-Planning, Financial-Governance, Process-Automation, Stakeholder-Management, Executive-Reporting, Continuous-Improvement

### Customer Service Manager

Formula-Air. Dec 2021 - Jul 2024

```text
Directed daily operations across Customer Service, Warehouse, Logistics, and Purchasing. Managed a team of 15 and held full P&L responsibility, leading automation of order entry through Oracle NetSuite ERP.
```

Skills: Customer-Service, Operations-Management, P&L-management, NetSuite, ERP, Process-Improvement, Team-Leadership, Logistics, Supply-Chain

### Associate Analyst Credit & Collection

Ansell. Nov 2016 - Dec 2021

```text
Performed AR reconciliation, ageing, FX hedging, and control self-assessment. Conducted risk analysis for credit limits and supported cash allocation.
```

Skills: AR-Reconciliation, Credit-Analysis, Risk-Analysis, Cash-Allocation, FX-Hedging, SAP

### Customer Service Representative

Terumo BCT. May 2015 - Nov 2016

```text
Ensured order logistics and invoicing aligned with commercial agreements. Resolved customer claims and participated in continuous improvement initiatives.
```

Skills: Customer-Service, Order-Management, Invoicing, Troubleshooting, Continuous-Improvement, Reporting

### Team Leader Customer Service

Azure. Aug 2013 - May 2014

```text
Owned the entire support request process. Established goals and metrics for team members and enhanced support-related work processes.
```

Skills: Team-Leadership, Process-Support, Goal-Setting, Training, Process-Improvement

### EMEA Master Data & CRM System Administrator

Terumo BCT. Jun 2012 - Mar 2013

```text
Maintained filing systems for master data and approvals. Analyzed SAP transactions to build business intelligence models for real-time reporting.
```

Skills: Master-Data-Management, SAP, Business-Intelligence, CRM, Reporting

### Customer Service Representative

[Hewlett-Packard](https://himalayas.app/companies/hp). May 2008 - Jun 2010

```text
Managed service call openings in Oracle, coordinated technician visits, provided backup for team leader, and handled escalations.
```

Skills: Oracle, Customer-Service, Escalation-Management, Team-Support

## Education

### European School of Economics

Bachelor of Arts, Communication and Media Studies

```text
Bachelor of Arts in Communication and Media Studies from the European School of Economics, completed in 2005.
```

### Frankfurt International School

International Baccalaureate, International Baccalaureate

```text
International Baccalaureate from Frankfurt International School, completed in 2001.
```

## Tech stack

- Oracle
- Jira
- NetSuite
- SAP
- ServiceNow

To contact Carla, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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