Olmo Clavero: what really matters, our customers

Who I am and what I do

My name is Olmo Clavero, and I work as a Global Service Manager at Italtel Spain, supporting our clients in getting the most value from our global ICT services. My role is all about being the bridge between operations and the Customer, ensuring that our service delivery remains aligned with their evolving needs.

A dynamic, multifaceted role

No two days are ever the same. One moment I might be coordinating with the Digital Services Center about a critical-priority incident, and the next I’m aligning expectations with the business team or joining a last-minute call with a client head. It’s a role that demands both technical understanding and a strong sense of empathy.

What ties all of this together is the constant need to stay close to the service, to understand the customer’s environment, and to ensure that everything we do adds value.

What customers truly value

Over time, I’ve learned that our customers appreciate most what’s often invisible: consistency, fast response times, and, above all, transparency. For Tier 1 clients, expectations are clear, they want issues resolved quickly, but, more importantly, they want to feel informed and in control.

From their point of view, success is measured not only by meeting SLAs, but by the absence of surprises and by the confidence that we’re always watching out for them.

When proactivity makes the difference

I vividly recall a situation when the NOC detected early signs of a network anomaly affecting one of our largest clients.

Thanks to proactive monitoring and immediate escalation, we were able to prevent a major outage. The client later told us, “You saved our day.” That kind of feedback is what makes the job meaningful.

Teamwork across boundaries

Behind every smooth recovery, there’s a team making it possible. I remember a particularly challenging case involving persistent latency in a multi-vendor environment. It wasn’t a quick fix—it took weeks of detailed investigation, joint sessions with our technical experts and third parties, and repeated syncs with the client.

But what stood out was the way everyone rallied, across departments and time zones, driven by a shared goal: resolving the issue and rebuilding trust. In the end, we didn’t just fix the technical problem—we strengthened the relationship.

Listening to evolve

Customer feedback plays a crucial role in how our services evolve. Every mail response, every complaint or compliment helps us fine-tune our processes.

Today, success is no longer defined only by uptime or ticket service restoration rates, it’s about being a partner who listens, adapts, and grows alongside the client.

In one word: trust

If I had to sum up what defines our value to customers in one word, it would be: trust.