IT Service Delivery Manager:
King Abdullah Petroleum Studies & Research Center
Total years of experience :17 years, 8 Months
Digital Transformation
• DT Strategy & Roadmap: Prepared IT strategy plan comprising 9 initiatives (26 projects) with operating plan to deliver within 36 months. Aligned investment prioritization and outcomes are 100% aligned to the Center’s strategy, budget, and workforce plans.
• DT Maturity: Conducted an organization wide exercise to compile a list of 300+ processes and assessed for digital maturity. Built a roadmap to achieve 100% digitization in 36 months. (current/future state, target solution, impact & timeline).
• DT Goals & Performance: Defined 4 IT objectives and 9 KPI metrics to orient DT programs and IT services towards meeting the Center’s strategic goals. Prepared and presented IT capital projects status update to senior executes every month.
IT Operations
• IT Policy & Procedures: Designed process flows for 22 ITIL processes and authored IT Operations Manual (policy and procedures) in coordination with external advisory services vendor. Standardized delivery of IT services by 63%.
• IT Operating Model: Enhanced the IT operating model to accommodate hybrid development and support teams (offshore, remote vendors, rapid prototype development, solution analysis). Additionally compiled the IT services portfolio.
• IT Service Portal: Published online IT service catalog to offer 26 IT services to be consumed through self-service. Designed e-forms, e-workflows, and e-approval matrix. Portal handling 600+ monthly tickets. Cut avg. resolution time from 4 to 2 days.
IT Financials & Procurement:
• IT Budget: Prepared $24M IT department budget spanning digital transformation projects, capital expenditures, operational BAUs, and outsourced T&M manpower contract. Budget included 131-line items over 8 G/L accounts.
• IT Procurement: Supported the IT team in 8 RFP scope development, RFP evaluation, job explanations and rating vendor proposals. Combined value of $4.3m for the 8 initiatives.
Digital Transformation Projects:
• Project & Portfolio Management: Authored RFP and supervised vendor implementation of Broadcom Clarity to digitize KAPSARC project and portfolio management. Defined 9 business use cases for 3 key-departmental stakeholders. Solution provided visibility into alignment between investments & ROI, portfolio prioritization and effective customer engagement. Conducted stakeholder interviews during analysis, vendor management during implementation and validated UAT reports.
• Digital Experience Monitoring: Developed scope of work and led vendor implementation of Nexthink solution to monitor employee digital experience for 1000 end points. Proposed 20+ automated remedial actions & improved employee NPS by 22% in 6m. Cut down IT support MTTR by minimizing HelpDesk diagnostic efforts. Managed project from initiation to operational handover.
• Low Code Solution & Digital Signature: Compiled list of 60+ paper-based processes across 7 departments to be digitized by low code solution Out Systems. Supported RFP development and solution finalization. Initiative cut development time by 60% for form development, approval definition, workflow design. Conducted 9 workshops to non IT departments to increase literacy of low-code development within the Center.
Project: National Labor Gateway- Saudi MoL initiative to build integrated labor market platform offering employment services and unemployment subsidies- 9 million users.
Technologies: SAP Solution Manager, SAP ERP (CRM, ECC, PSCD, PO, IDM), JAVA (LifeRay, JBoss, JBPM), BI (HANA, BODS, BOBJ), DB (Oracle).
IT Service Delivery
• Delivering & optimizing IT Operation services to Saudi MoL based on IT Services- Master Services Agreement with 14 contractual SLAs, 32 KPIs, with 24x7 operations center.
• Driving complete lifecycle delivery of 17+ software releases annually (major, minor, emergency) with periodic system enhancement & maintenance activities.
ITSM / ITIL Implementation:
• Designed and implemented 18 ITIL processes from scratch for contractual deliverable of ‘Operations Manual’ including HIGH and LOW- level designs of all processes.
• Structured 11 NLG service offerings via service catalogue including service scope, RACI, KPI, and external dependencies, to portfolio service offerings for all stakeholders.
• Architected HelpDesk unit including resourcing, escalation matrix, and shift patterns to meet terms of ALWAYS ON Operations Center. 1300+ tickets p.m.
IT Services Transition
• Manage transition of IT services from ‘build’ to ‘operate’ teams including early support setup, documentation readiness, KT delivery and resource alignment for 17+ releases p.a.
• Developed offshore strategy + model to build, operate and transfer 30% of operation activities and 45% of development including KT + infrastructure to offshore site.
• Coach, mentor, and train service transition processes- Change, Release, SVT, and Knowledge M to all consortium teams including Service Desk, L1, L2, L3, PMO + Partners.
ITIL Change Management
• Modelled ITIL based change management process from scratch, and automated with SAP Solution Manager- RFC, retrofit design, and workflows.
• Conducting 25+ Change Advisory Board (CAB) meetings annually to address change requirement, change impact and change quality control.
• Review analyse and critique Request for Change (RFC) ensuring RFCs are evaluated, impact analysed and delivery managed. 120+ changes deployed in 2017.
ITIL Release Management
• Part of release deployment team to supervise “GO LIVE” activities across cross-functional team resources (160+) to facilitate deployment and cutover plans.
• Assuring quality of software release by overseeing QA functional tests, regression tests, smoke tests, and maintaining quality exit gate/criteria.
Release Management
• Introduced effective release control processes to control release, assess release impact, mitigate release risks and prevent scope creep.
• Instantiated release validation and testing process to aassure quality of release for QA functional tests, regression tests, and maintaining quality exit gate/criteria’s.
Configuration Management
• Identify, classify and consolidate configuration items for entire applications portfolio including configuration relationships and hierarchy.
Incident & Service R Management:
• Improved Service Desk function by designing & implementing incident management process. Automated with JIRA customizing workflows, escalations & support groups.
• Launched service catalog & service request fulfilment process to define scope and SLs.
• Compile, audit and present IT PMMA covering internal SLAs, OLAs and process KPIs.
• Development of processes to clear NCRs towards maintaining ISO 20000 compliances.
• Coordinate with MENA IT hub for resolving local Incidents & Service Requests.
• MRP (Material Requirement Planning) Coordinator for ISCOSA Wind Turbine plant
• SAP ECC functional administration for processing sales orders.
• System Administration & Support (Windows OS, SQL Server DB, Exchange Server)
Master’s in Business & Management (MBM) (Sep2008-Sep2009) Strathclyde Business School, United Kingdom Dissertation: “Why the price of oil peaked in 2008. How peak oil price affected the exchange rate of US dollar”. • Researched supply & demand dynamics for global oil markets in 2008, by exploring the degree of speculation, crude stock levels and price volatility for 12M period. • Analyzed market data using financial-econometric models to gauge impact of fluctuating oil price over US dollar exchange rate. • Proposed recommendations to finance-controller for regional airliner to contain oil price shocks by designing a variable fuel-hedge strategy.
B.Tech in Computer Science & Engineering (Sep2003-Sep2007) MES College of Engineering- affiliated to University Of Calicut, India