OBJECTIVE:

To obtain a key role in "Information Technologies and Services" industry where my superb working experiences can be utilized to improve processes, service quality and customer satisfaction. My focus points are on Service Management (ITILv3) and Service Delivery but my positive contribution will be on leading initiatives that deploy state - of-the-art and the latest trends for information technology in an environment that encourages innovative thinking and creative enhancements. I tend to secure a position in a stable business to diversify my management skills even in multi culture environments. Meanwhile, aim to pursue a career in which I can adequately use my intellectual, technological, analytical and presentation skills to increase efficiency and effectiveness. While doing so, I compel myself to a standard in which commitment, full responsibility and integrity hold the highest values.

SUMMARY:

• Though my wonderful journey began in Energy field (Oil and Gas) but it amazingly followed in Telecom and IT Services since 2005.
• I am still developing my career at IT Service Management (Based on ITILv3) including Multi-vendor Managed Services, 3rd Party Management, MS SLA & Contract Support, MS Continual Service Improvement over Performance & Quality, MS Transition and Go-Live, Line Management for Applications, IT Governance over Processes, Policies and Procedures, etc.
• I was promoted in Infrastructure Service Management as “IT&S Manager for SLM & CRM” mostly based on proven ability for Leadership, Organizing and Supervision; where we achieved to increase enterprise productivity by enhancing the ITSM processes/policies then initiated a new platform to measure Suppliers Performance in a unified scale based on Balanced Scorecard.
• Working in such a large-scale Service Mgmt enhanced my capabilities in a valuable experience (technical & managerial) to cover business requirements and get strongly focused on methodology & processes.
• Working within a Services industry includes outsourcing expertise to deliver multiple services to external/internal customers
• Experienced in enterprises with Matrix Management reporting to Senior/ Director / CXO levels
• Enhancing Service Management processes using ITILv3 includes Incident/Service Request/Problem/Change/SLA/Availability Management and so on
• Achieved to create Technical and Business Service Catalogues includes with automation phase
• Experience on initiating Service Improvement Plans based on Performance Analysis
• Managing SLR to be involved in the presales process & scope definition with the client
• Demonstrable successful experience of working in leading IT Service Delivery/ Service Management teams within an ITIL-based (outsourced) environment and managing large services, customers & vendors
• Proven skills on customer relationship management as well as developing 3rd party business relationships
• Holding workshops on team management (focused on Belbin method) to improve team efficiency as well as discovering team characteristics vs roles. PMBOK/ ITILv3/ Service Management/ Belbin analysis on Team Management/ Telecommunications Engineering/ IT Management/ Service Portfolio Management/ Situational Leadership: Kotter's 8-Step Change Model/ Research/ Service Level Management/ IT Outsourcing/ Operations Management/ Application Management Services/ Major Incident Management/ Continual Service Improvement/ Service Continuity/ KPI implementation/ Balanced Scorecard Measurement/ KPI Reports & Analysis/ Great communications skills/ Planning & Organizing/ Customer focus/ Commercial Awareness

CAREER EXPERIENCE:

IT&S Manager

Confidential

Responsibilities:

• Driving Customer focused projects to enhance CRM/ CEM like 'Voice of Customer', 'ITS Passport', 'Business Key Account Managers', 'Post survey on Incident Resolution'
• Performing gap analysis between business requirements and available services.
• Establishing the scope of services, timelines, recovery aspects and explore key performance indicators
• Drafting, negotiating and refining IT Service/Operation Level Agreements with the business units, ensuring business requirements are met and agreement from all parties involved
• Setting more accurate service quality expectations and effectively measuring, monitoring and proactive alerting to suppliers/account managers on service quality
• Standardizing Service Delivery and Operations processes
• Streamlining negotiating scope, term and details of the contracts as per Vendor Management.

Enterprise Applications Team Leader

Confidential

Responsibilities:

• Integrating different outsourcing partners and play the role of a mediator to resolve conflicts
• Active participation in the planning of application upgrades and deployment projects (new systems implementations and existing systems’ enhancements) simultaneously with operations and outsourced vendors administration
• Working with cross-functional teams, internal and external to Confidential IT&S department ensuring service levels
• Managing the 'Operational Services Support' and business expectations as well as diagnosing/ proactively identifying troubles
• Providing strategic analysis on trends, throughput, capacity and used license to higher management layer
• Conforming to agreed service levels and ITS recognized benchmarks besides of measuring suppliers performance based on Balanced Scorecard platform
• Succeeded to keep availability level of applications (of my own portfolio) 100% for 5 continuous months
• Leading a merged taskforce (from different suppliers) to clean 4M mismatches and improve customer experience

Confidential

Project Engineer

Responsibilities:

• I successfully passed Probation period and tests over first three months
• Adaptive working attitude in a multi-cultural environment.
• Phase Control/ Project Management aimed to implement and get PAT/ FAT for Telecom WLL project in 5 provinces
• Providing acceptable support for customers e.g. by using soft skills, co-ordination, win-win negotiationsor even troubleshooting/ customizing products

Key Account Manager

Confidential

Responsibilities:

• Successful organizing toward more qualified sites and expand capacity e.g. ST once became the best subcon in site delivery.
• Effective remote managing to deliver several BSC sites on-time as well as rural long lattices
• Implementing competitive idea of 'Modular Teams' to get all sites actives faster and most cost-effective
• Keeping an eye on market, new products, rivals and opportunities.
• Task force scheduling to get FACs with weekly/ monthly analytical reports.