Service Delivery Manager
SAS
Total years of experience :25 years, 1 Months
• Managing the client relationship and accountable for the overall contractual deliverables of the assigned accounts
• Building and developing relationships of trust with key customer stakeholders
• Successfully delivering one or more service contracts, ensuring that OLA’s & SLAs are met consistently, and SAS meet the contractual obligations
• Ensuring and owning the appropriate communication during client issues and escalations
• Establishing - or maintaining and improving an existing service, including budgeting and resourcing.
• Reporting in an accurate and timely manner on contract and financial status internally and externally in accordance with standards.
• Identifying, tracking and managing risk, and proposing remedial activities and plans to ensure SLAs continue to be met.
• Working effectively across more than one supply channels (eg internal, client, 3rd party suppliers and partners).
• Generating high Customer loyalty by high customer CSAT, high customer inside knowledge and high customer touch
• Planning, scheduling, monitoring and reporting against service delivery and financial targets
1) Direct and manage development of all IT projects within the PMO portfolio for ELAF region (Egypt, Levant, and Africa)
2) Manage the overall revenue & collection of egabi ELAF region.
3) Develop best practices, techniques, and tools for project planning, execution, management, ongoing milestone/deliverable tracking, communication, and key performance metrics.
4) Effectively communicate and manage project expectations to project managers, owners, sponsors, team members, and other stakeholders in a clear and concise fashion.
5) Communicate project management standards and techniques to the appropriate training staff.
6) Review budget proposals and recommends subsequent budget changes where necessary.
7) Establish project timelines and milestones/deliverable using the appropriate tools.
8) Effectively manage project teams’ time and allocates resources to ensure deliverable are completed.
9) Consistently track and monitor all project milestones and deliverable.
10) Determine frequency and content of status reports from project managers; analyzes results, and troubleshoots problem areas/mitigate project risks.
11) Review and accept status reports, change requests, and requirements documentation to ensure smooth project progression.
12) Effectively negotiate with department managers for the acquisition of required personnel from within the company when necessary.
13) Effectively coach, mentor, motivate, and supervise new project team leads, team members, and contractors. Influence them to take positive action and accountability for their assigned work.
14) Identify and resolve issues and conflicts within and between various project teams.
• Manage different complex projects in different domains with a variety of technology including but not limited to ERP projects, Banking Solution.
• Achieves operational objectives for different dimensions including but not limited to revenue, profit, cost, quality, and strategic goals by contributing information and recommendations to project plans and reviews.
• Preparing and completing program plans, action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; implementing change.
• Meets financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Reviewing the contracts, proposals, and any other initial documents before the inception phase of the program.
• Created communications, staffing and stakeholder management strategy.
• Defines project success criteria and disseminates them to involved parties throughout project life cycle.
• Effectively communicates and manages project expectations to project managers, owners, sponsors, team members, and other stakeholders in a clear and concise fashion.
1) Effectively directs and manages development of all IT projects within the PMO portfolio from beginning to end.
2) Develops best practices, techniques, and tools for project planning, execution, management, ongoing milestone/deliverable tracking, communication, and key performance metrics.
3) Clearly defines how the scope, goals, and deliverable of IT projects should support business goals in collaboration with senior management.
4) Defines project success criteria and disseminates them to involved parties throughout project lifecycle.
5) Effectively communicates and manages project expectations to project managers, owners, sponsors, team members, and other stakeholders in a clear and concise fashion.
6) Communicates project management standards and techniques to the appropriate training staff.
7) Reviews budget proposals and recommends subsequent budget changes where necessary.
8) Establishes project timelines and milestones/deliverable using the appropriate tools.
9) Effectively manages project teams’ time and allocates resources to ensure deliverable are completed.
10) Consistently tracks and monitors all project milestones and deliverable.
11) Identifies and manages project dependencies and critical path.
12) Determines frequency and content of status reports from project managers; analyzes results, and troubleshoots problem areas/mitigate project risks.
13) Accepts and assesses status reports, change requests, and requirements documentation to ensure smooth project progression.
14) Effectively negotiates with department managers for the acquisition of required personnel from within the company when necessary.
15) Effectively coaches, mentors, motivates, and supervises new project team leads, team members, and contractors. Influences them to take positive action and accountability for their assigned work.
16) Identifies and resolves issues and conflicts within and between various project teams.
Cequens is a leading messaging solutions provider with customers in over 40 countries, specialized in advanced Mobile Messaging Services all over the world. Its activities include providing MT (Mobile Terminate) and MO (Mobile Originate) connectivity for large SMS clients and aggregators ranging from enterprises to multi-nationals and public sector organizations, supplying high quality SMS solutions for business use, the company is a licensed SMS aggregator in Egypt and Saudi Arabia and maintain branches in those countries.
Job Description:
1) Provides vision, planning and coordination of all software development and/or implementation activities.
2) Establishes standards in software development and integration.
3) Participate in the strategic decisions about technology, definition, and implementation of software solutions;
4) Prepare project business cases in collaboration with stakeholders;
5) Apply Project Management best practices to meet project plan timeline, budget and scope objectives;
6) Drive overall architecture, define application security guidelines and certifications of software business solutions;
7) Ensure, software engineering best practices, methodology and procedures are used to ensure reproducible development / implementation of high quality, while keeping costs under control;
8) Run daily scrums to assess risks in current schedule, clear blocks, and adjust road map deliverable.
9) Manage Software Quality Assurance striving to achieve a high level of quality and independent verification of software reliability;
10) Implement process improvement programs and efficiency;
11) Promote the use of innovative technologies that will provide benefits to the organization. Lead the introduction of new technologies, web 2.0 and social media.
•The product development business line includes the whole product portfolio for Intercom Enterprises. (Multi-Delivery Channel Banking Solution / HRMS Solution)
•The product development business line consists of 30 employees, between project leaders, analysts, system engineers, and QC engineers.
Financial & Operation Responsibilities:
•Planning, Monitoring and Controlling the product development business line operations and financial objectives.
•Planning, monitoring and controlling cost allocation including direct and indirect costs, trying to reach the maximum level of efficiency.
•Planning, monitoring and controlling the revenue stream including the recurring business, the billable log, and the sales pipeline.
•Planning, monitoring and controlling the resource utilization and allocation.
Product Management & Technical Responsibilities:
•Planning, Executing, Monitoring and Control the product development roadmap including the pre-sales activities and product development roadmap.
•Applying and adopting the Agile software development methodologies.
•Maintain the whole software life cycle (Analysis - Design - Testing - Implementation)
•R & D planning
•Member of SEPG committee (Software engineering process group)
Project Management Responsibilities:
•Responsible on the success of the whole project life-cycle for the implementation projects, starting from the initiation and scoping phase, till closing the projects.
•Managing the project plans including resource plan, communication plan, risk mitigation, change management plan.
•Review on and approve the project schedules developed by the project leaders.
•Monitoring project scope, schedule, budget & actual cost.
•Manage the whole cycle of change requests & scope modification, including customer interaction, scope reprioritizing and negotiation, project schedules updates.
•Manage the billing and the collection process of the entire project.
Project Management Responsibilities:
• Responsible on the success of the whole project life-cycle for the implementation projects, starting from the initiation and scoping phase, till closing the projects.
• Reviewing and approving the project proposal.
• Reviewing and approving the project scope and requirement documents created by the analysts.
• Developing and updating the project plans including resource plan, communication plan, risk mitigation, change management plan.
• Developing and updating the project schedules.
• Monitoring project scope, schedule, budget & actual cost.
• Manage the whole cycle of change requests & scope modification, including customer interaction, scope reprioritizing and negotiation, project schedules updates.
• Manage the billing and the collection process of the entire project.
Product Management Responsibilities:
• Manage a multichannel banking software product including the integration with the core banking application (MISYS / Equation)
• Applying and adopting the Agile software development methodologies.
• Maintain & manage the whole software life cycle (Analysis - Design - Testing - Implementation)
• Resource Planning & Utilization
• Maintain product releases, product road map
• R & D planning
• Member of SEPG committee (Software engineering process group)
• Participate in the strategic management committee.
Technical Responsibilities:
o Interact with the customer in order to gather all necessary business and functional requirements for software development
o Maintain strong communications with the customer on all aspects related to requirements gathering and analyses
o Translating client requirements into highly specified project briefs.
o Conduct business analyses and disseminate this information to all concerned parties
o Resolve any ambiguities found during the initial stages of the project kickoff and development cycle
o Solving QE reported comments on the analysis artifacts
o Coordinating with Configuration management controller for base lining the requirements and analysis artifacts
o Using IBM Rational process to create the detailed analysis (use cases)
Project Management Responsibilities:
o Managing changes to requirements.
o Requirement Gathering & Analysis phase planning.
o Sizing & Estimation.
Projects:
State Audit Institution - SAI - Oman.
Egyptian Organization for Standardization & Quality - EOS - Egypt
AJ - Amanet Jeddah - Saudi Arabia.
Ministry Of Investment - Egypt
Technical Responsibilities:
o Receiving the customer software requirement specification.
o Reviewing and validating the SRS.
o Preparing the use case & analysis and design models using UML (IBM Rational) for the customer requirement (SRS)
o Review all the output of the design team.
o Acting as a successor for the product manager for a long period.
Project Management Responsibilities:
o Preparing the Work break down structure for the project requirements.
o Creating the project activity list.
o Creating project network diagram.
o Estimation & Sizing using one of the following techniques (Use case point / function point / expert judgment)
o Assign & Follow up the designers tasks.
o Participating in preparing the project plan (Schedule / item dependency / resource assignments).
o Requirement traceability Matrix preparation.
o Managing changes to requirements.
Projects:
KFH (Kuwait Finance House) - Credit Branch.
KFH (Kuwait Finance House) - Real estate Branch.
BIB (Bahrain Islamic Bank)
AFH (Arab Finance House)
CBD (Commercial Bank of Dubai)
Technical Responsibilities:
o Receiving the customer requirements in a form of SRS (Software Requirement Specification).
o Reviewing and validating the SRS.
o Preparing the use case & analysis and design models using UML (IBM Rational) for the customer requirement (SRS)
o Handover the design model to the development team.
o Follow up the item in the development & testing phase.
Projects Accomplished:
* KFH (Kuwait Finance House)
* BIB (Bahrain Islamic Bank)
* AFH (Arab Finance House)
* CBD (Commercial Bank of Dubai)
Technical Responsibilities:
o Receiving & reviewing the design model from the design team
o Preparing the development activities (coding / unit testing / code review)
o Fixing the bugs reported from the QC or the customer during the User Acceptance Test phase.
o Reviewing the items assigned to the juniors team / reviewing the code.
Projects Accomplished:
* AFH (Arab Finance House)
* CBD (Commercial Bank of Dubai)
* BLC (Bank Du Lebanon)
* KIB (Kuwait International Bank)
* CACB
Projects I'm responsible for:
oSchools management system.
oGeneral ledger.
oP.O.S.
oStock control
Extra tasks:
oAnalyzing and designing the projects.
oFollowing up the production plan.
a free lancer Instructor for Programming topics \[Visual Basic\]
o Responsible for analyzing the company cost, presenting the financial reports related to the products costs.
o Developing Expenses Analysis and Classification system besides my work as a cost controller.
Master of International Business Administration Major: International Marketing
-Registered for premastering in Institute of Studies & Statistical Researches – Cairo university. -Diploma grade: Good. -Graduation project: -Hotel's online reservation website. -Used tools: MS. Frontpage – MS. SQL server – ASP – VB script. -Graduation project grade: Excellent.