Mohamed Benrida, ITIL Service Delivery - Proctor & Gamble Account Country Manager

Mohamed Benrida

ITIL Service Delivery - Proctor & Gamble Account Country Manager

Hewlett-Packard Middle East

Location
Morocco - Casablanca
Education
Diploma, CompTIA Network +
Experience
19 years, 4 months

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Work Experience

Total years of experience :19 years, 4 months

ITIL Service Delivery - Proctor & Gamble Account Country Manager at Hewlett-Packard Middle East
  • United Arab Emirates - Dubai
  • My current job since February 2008

The company operates in more than 170 countries around the world and provides a diverse technology product and services portfolio.

Worked up the hierarchy and rotated through several regions, to rise from the post of Arabic Helpdesk Operation Supervisor to the present post of ITIL Service Delivery/ Proctor & Gamble Account Country Manager

Designation Chronology:
• Feb 2008 - Present: ITIL Service Delivery/ Proctor & Gamble Account Country Manager
• Apr 2007 - Jan 2008: ITIL Service Support Coordinator & Asia Pacific Technical Escalation Team Coordinator, Hewlett-Packard Asia Pacific - Philippines
• Jan 2006 - Apr 2007: Arabic Helpdesk Operation Supervisor

Key Account Handled:
• Proctor & Gamble (P&G)

Highlights:
• Spearheaded IT operations of the client (P&G) at 3 sites in UAE and ensured smooth and timely delivery of services by coordinating with suppliers for telecom infrastructure, cabling, IT equipments.
• Deployed innovative ideas and customized strategies of other regions, to render it applicable to UAE, for initiating cost savings to optimize efficiency in order to fast-track future growth.
• Developed business continuity plans for the 3 sites in conjunction with P&G Global Business Supply.
• Brought on board the MEA innovation team to spark creative solutions to pressing business challenges and the MEA reporting & problem management team, to analyze and resolve the region’s problems and steer new/ existing projects.

Key Responsibilities as ITIL Service Delivery/ Proctor & Gamble Account Country Manager (Feb 2008 - Present):
• Continually evaluating the delivery effectiveness and taking curative actions to ensure high levels of service delivery with focus on continual process improvement, within ITIL framework and methodology.
• Monitoring service KPIs, addressing customer satisfaction gaps and handling operational issues in service delivery in line with established SLAs.

Continued at Hewlett Packard
  • Philippines
  • My current job since February 2008

Contd. Key Responsibilities as ITIL Service Delivery/ Proctor & Gamble Account Country Manager (Feb 208 - Present):
• Developing and maintaining effective relationships with key customer contacts, internal delivery units and 3rd party suppliers.
• Ensuring that systems, processes and methodologies are followed to facilitate effective monitoring, control and support of service delivery for global/ local projects.
• Acting as a sales enabler to drive revenue, forecasting and controlling site IT expenditure, monitoring delivery of assigned projects in conjunction with P&G GBS leaders to drive continual growth.
• Applying field expertise to develop and maintain the site Disaster recovery plan in accordance with P&G global standards.
• Overseeing data center operations locally and in the MEA (Middle East & Africa) regions, coordinating with various remote support groups to ensure customized service delivery for sites across UAE and MEA.
• Providing trainings to the local IT team on evolving technologies to better meet client needs. Educating the end-users on latest security threats and means of protection.
• monitoring the level 1 help desk deliverables for the MEA region, and push for actions to achieve better customization of the services to the regional needs and meet the customers expectations in each country.

ITIL Service Support Coordinator & Asia Pacific Technical Escalation Team Coordinator at Hewlett Packard - Asia Pacific
  • Philippines
  • April 2007 to February 2008

Highlights:
• Designated as member of the Global Helpdesk Problem Management team, to analyze incident trends and undertake measures to reduce occurrence thereby increasing user productivity.
• Accomplished cost savings by developing training materials and methodologies aimed at reducing talk time and resolution time, in coordination with all the support levels.

Key Responsibilities as ITIL Service Support Coordinator & Asia Pacific Technical Escalation Team Coordinator, Hewlett-Packard Asia Pacific - Philippines (Apr 2007 - Jan 2008):
• Led the Asia Pacific technical team and supported the Manila Helpdesk, one of the hubs for P&G account management globally, to deliver quality service to the utmost satisfaction of the client .
• Proactively detected and addressed issues to prevent service outages. Ensured speedy service restoration and minimized the incident lifecycle for major/ critical incident processes through quick escalation of incidents to the appropriate people, a rapid diagnosis, and a quick resolution of the incident, in accordance with established SLAs.
• Managed effective service delivery by tracking support services encompassing - change management, incident and problem management, using performance metrics like incident response times, root-cause determination and permanent-fix implementation times, change successes and failures.
• Coached the Level 1 support engineers on connectivity and mobility technologies, identified gaps in technical knowledge and devised action plans to resolve issues.

Arabic Helpdesk Operation Supervisor at Hewlett Packard
  • Philippines
  • January 2006 to April 2007

Highlights:
• Played an active role in setting up the 1st Arabic helpdesk outsourced outside the Middle East region, for P&G users in the Middle East and Levant countries.
• Successfully deployed Six Sigma approach for the Help Desk thereby enhancing CSAT levels and bringing down the talk & resolution times.

Key Responsibilities as Arabic Helpdesk Operation Supervisor (Jan 2006 - Apr 2007):
• Developed, led, and motivated a team of Help Desk professionals to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget without compromising on quality.
• Provided consistent and efficient support to technology customers and end-users, submitted periodic helpdesk performance reports to the concerned country delivery managers.
• Worked closely with the country delivery mangers to formulate and implement plans for improving and customizing the helpdesk support.

French Support Engineer/ Technical Support at Sykes Asia INC
  • Philippines
  • November 2004 to January 2006

Key Responsibilities:
• Served as dedicated support contact for the PlanOne customers in French Canada to manage their technical support requests to ensure efficient resolution of issues and meet customer satisfaction goals.
• Developed and demonstrated an understanding of customer and business needs to effectively resolve escalated customer and vendor issues, in alignment with the overall business objectives.
• Involved in the relocation process and smooth transition of processes and technologies from India to Philippines. Entrusted with additional responsibility of Canada processes during the transition period.

Previous Professional Experience:
Sep 2002 - Jun 2003: Freelancer, Morocco
Key Responsibilities:

• Provided consultancy services to companies in the real estate and tourism sectors, for selection of productivity enhancing technologies for business process optimization.
• Guided the clients in drafting the terms and conditions documents for suppliers.

Education

Diploma, CompTIA Network +
  • at Prometric
  • November 2009
Diploma, ITIL Service Management training
  • at HP Training Cernter
  • June 2009
Bachelor's degree, Bachelor of Computer Application
  • at Bangalore University
  • April 2006

• India Council for Cultural Relations scholarship offered by the Indian government to one Moroccan every year.

Diploma, Persued Informatics Methods applied in Management of Enterprises diploma
  • at Toulouse University
  • April 2002

Affiliated to Toulouse Technical University in France, I pursued the diploma course in at ESG- Marrakesh, Morocco.

High school or equivalent, Mathematics and physics
  • at My Ismail Academy
  • June 1999

Specialties & Skills

Management
Escalation
Synergy
Informatics
Project Management, ITIL Service Delivery Management, Customer Account Management, Technical Support
ITIL Service Managment: Service Support and Service delivery training attended with hp
Communication & Interpersonal Networking, Analytical Skills, Group Dynamics, Synergy
Business Process & System Analysis, Knowledge of ITIL Framework & Methodology, Six Sigma Techniques
Leadership, Analytical & Interpersonal Skills, Team Building, Motivation, Decision Making Skills
Networking managment and monitoring. rewareded by a CompTia Network + certification
Client Servicing, SLA Formulation, Business Continuity & Disaster Recovery Planning, HelpDesk Mgmt.
Incident Lifecycle Management, Incident Resolution & Escalation, Business Process Improvement
Project Tracking & Budgeting, Project Life Cycle Management, Database Mgmt., Management Reporting

Languages

Arabic
Expert
French
Expert
English
Expert