Senior Service Dilevery Manager
Bayt.com
Total years of experience :29 years, 11 months
Highlights:
• Provided technical thought leadership and direction for delivering technology business transformation solutions, with a firm commitment to innovation, high performance standards and ROI.
• Nurtured post-sales relationship for key accounts assigned by providing on-going strategic insights and revising solutions/recommendations based on the changing market dynamics and industry trends.
• Commanded a world-class service delivery function, to achieve continuous improvement in technical service delivery & quality performance.
• Instrumental in securing 100% renewal rate from all assigned accounts.
• Authored blog posts of all new & existing features of Talentera. Prepared training videos/manuals in English & Arabic.
Key Responsibilities:
• Commanding projects and organization change through all phases of the systems development life-cycle while managing processes, people and technology transformation efforts.
• Ensuring optimum resource planning, delivery management and project completion within budgeted cost and timelines.
• Assisting in career portal setup, launching the career portal in liaison with clients and ensuring complete client satisfaction
• Continuously monitoring performance of all Talentera clients. Ensuring system is actively in use such as daily login, weekly job postings and monthly usage of all core features.
• Providing insights & consultation during testing all existing and new features of Talentera system
• Endeavoring to attain highest quality of services, providing a service delivery plan to companies that manage and aggregate all relevant services to ensure that each customer gets the same great experience from the initial stage.
• Leading the service delivery team, proffering strategic leadership and fostering a Customer First culture within the Service.
• Nurturing synergistic business relationships with customers by identifying customer needs and overseeing service delivery within the company context. Assessing customer feedback and using it to establish, improve & refine services.
• Identifying ways to mitigate costs without sacrificing customer satisfaction.
• Liaising with team leaders to determine the company's services, delivery criteria, and solutions for escalated issues.
• Partnering with Account Managers to train them on all existing and new features of Talentera
• Generating monthly usage reports of all Accounts to be shared with Product Director and Account Managers/ Clients.
• Leveraging charismatic and motivational leadership style that fosters creativity and enthusiasm for the firm’s mission and goals and enables the team to achieve unprecedented results.
Highlights:
• Analyzed and modelled current and future technical landscapes @ Bayt, comprehending strategic arenas and ensuring outcomes are aligned with business strategy and service vision.
• Superintended the IT team for enhanced implementation of a new Hire Rewards program project from start to finish.
Key Responsibilities:
• Conducted work reviews and internal organizational studies. Investigated business challenges, problems and opportunities, considering all perspectives.
• Prepared process evaluations for the sales, finance, and HR departments and identified issues and improvements. Provided analytical support, counsel, insight, and leadership so that the business exceeds its financial, operational and strategic goals.
• Elicited and analyzed requirements to enhance business process improvement / support business change activities.
• Chalked user guides and procedures manuals for the CRM application.
• Bridged between the customer, development team and any third-party regarding software functionality, throughout the development life cycle.
• Driving force for enhancements of IT services - interviewed Career Services department personnel; documented findings; prepared recommendations for integrating unit's processes in the CRM system; led implementation of new changes and trained concerned employees.
• Implemented role-based access control system for internal systems and functionalists.
• Handled documentation to meet the IT risk assessment and audit requirements including application data ownership and internal service level agreements.
• Took total ownership of an issue and saw it through to completion. Managed the overall help desk activities, including setup and configurations as well as providing first level support.
• Developed proposals of new modules to clients and effectively conveyed information about new products, services.
Designation Chronology:
• January 1999 - September 2006: Software Analyst
• January 1996 - December 1998: Senior Developer
• September 1993 - December 1995: Developer
Highlights:
• Successfully modernized IT capabilities, introduced advanced technologies/ software enhancements to accounting control system allowed a head-count reduction of 2 in a 12-person department.
• Developed and coded application language translator for the Source Maker house in Europe. The project was scheduled for 180 days and was completed within 159 days.
• Headed a team of 3 Programmers, managed, coached & mentored a high-energy, high-impact team, capable of delivering transformational results.
• Designed and developed OLTP clients/server applications using AMBER CS for windows.
• Developed ERP solution targeted to Distribution Companies, but could also be utilized by service companies, contracting companies, and manufacturers.
• Developed and tested new assets management system using AMBER CS as well as prepaid-cards management system for Mobilecom.
