Business Relationship Manger
Hewlett-Packard Middle East
Total years of experience :15 years, 1 month
Business Relationship Manger (Mohammed Bin Rashid Smart Learning Program)
Responsibilities:
• Establish and maintain a business relationship between SLP customer and SLP IT
• Identify SLP customer needs and ensure service provider is able to meet these needs
• Identify technology trends that could potential impact the type, level and utilization of service provided
• Work with SLP customers to ensure that services and service levels are able to deliver value to customers
• Establish formal complaints and escalation process for customers
• Ensure end-to-end integration between operation, support and implementation teams
• Ensure the changes to services can be planned for in advance of their need by the customer
• Understand the business environment, business needs and priorities, and requirements for new or changed services through regular communications with the client
• Provide support across the client functional group
• Obtain value for money from suppliers and contracts
• Drafting, reviewing and negotiate RFPs and Contracts
• Ensure that Underpinning Contracts and agreements with suppliers are aligned to business needs. Support and align with agreed-to targets in Service Level Requirements (SLRs) and Service Level Agreements (SLAs), in conjunction with the Service Level Management process
• Ensure the proper privacy coverage is provided for the software, hardware, professional services and outsources IT
agreements.
• Management of contractual dispute resolution
• Monitor and review of service and supplier performance
• IT supplier contract review, renewal and termination
• IP Protection and ownership
• Review and approve insurance terms and conditions for the assets which require insurance coverage
• Ensure that data in contract are sufficient according to ISO 20000 standard and SLP standards
• Manage supplier performance against the agreed SLA
Accomplishments:
• Integration project between Ministry of Education and MBRSLP (2016)
• Implementation of the Self-Services Portal (2016)
• Implementation ISO 20000 and 27001 (2015)
• Implementation of Smart Learning Program Implementation - Phase 3 (2015)
• Implementation of Smart Learning Program Implementation - Phase 2 (2014)
• Setting formal governance model for the SLP Operation (2014)
• Form the Service Management Office (2014)
Responsibilities:
• Managing the IT-functions for First Gulf Bank Subsidiaries (First Gulf Financial service, First Gulf Properties, Mismak
Properties, Green Properties, L`arabia Hotel) in terms of Projects Management, Support, IT enabling and innovation.
Accomplishments:
• Bloomberg Trade Book Implementation (2011)
• Property Management and Free Hold systems implementation (2012)
• Restructure of L’arbia Hotel IT Infrastructure (2013)
• Brokerage system upgrade and stabilization (2014)
• Content Management System and Branding implementation (2013)
Responsibilities:
• Manage the IT-related functions (projects, operations and support) for investment domain (EmiratesNBD Securities,
Emirates Islamic Finacial Services, IPO Unit)
Accomplishments:
• Investment domain merger (part of EmirateNBD Merger Project) (2009)
• IT Infrastructure Setup and Stabilization for Brokerage Solution (2009)
• Stabilization and Upgrade of Initial Public Offering (IPO) system (2008)
• Routers Order Book implementation (2008)
Responsibilities:
• Support and manage IT functions and projects for the brokerage firm
Accomplishments:
• Active Directory 2003 implementation (2004)
• Office Automation (2005)
• Brokerage and Online Trading systems implementation (2006)
• Gold and Commodities Trading System implementation (2007)
higher diploma in business information technology - higher colleges of technology
