Advisor
Devoteam
Total years of experience :28 years, 10 Months
o Professionally provides IT GRC & Digital Quality consultations to meet clients’ expectations within agreed scope of work.
o Conducting current state assessment & DGA compliance for the digital departments to assess maturity of practices, policies, procedures, ownership & responsibility, people skills, tools, and automation.
o Developing and activating digital quality & governance frameworks, policies, procedures, IT Operational models, and improvement plans.
o Establishing and activating IT Service Management Systems that comply with ISO 20000:2018 standard.
o Participating in the management of innovation workshops, formulating, and evaluating innovation ideas to enhance DGA & qiyas results.
o Reported to the Chairman of the Board of Directors internal audit results, nonconformities, and improvement opportunities.
o Established and activated governance, risk, and compliance (GRC) function across the organization.
o Recommended to the board enhancements to organization structure, job descriptions, authority matrix to achieve FGOC business strategy.
Impact Summary: Established and activated the GRC and Quality unit in IT & Technology department to enable Etisalat to achieve its digital strategy though skilled people, cutting-edge procedures, and policies. Also, shared the best practice by playing a key role in Etisalat Group Technology Governance Center of Excellence (CoE) through workshops and frequent conference calls.
VALUE ADDED TO BUSINESS
GRC:
o Developed policies, procedures, roles & responsibilities, quality framework, internal audit, risk management, and compliance.
o Owned and managed IT performance management review through (i.e., dashboards and IT KPI’s)
o Enhanced the maturity level of IT & Technology practices from around 1.2 in 2010 to about 3.5 in 2020.
o Developed the first version of Etisalat Technology Group Governance & Policy Manual.
o Owned and managed IT & Technology Risks effectively with related risk owners to identify, assess, mitigate, and communicate different types of Risks (strategic, compliance, operational, vendor-related, Infrastructure, and program related risks).
o Advised CIO on distribution of roles and responsibilities and organizational Changes to optimize efficiency.
o Continually activate projects to enhance compliance rates to NTRA, external auditor, and Etisalat Group requirements.
ISO Certification:
o Successfully managed the ISO 20000:2018 (Service Management System- SMS) recertification audit remotely, while working from home during the COVID19 global lockdown (May 2020).
o Lead ISO 9001:2015 certification for Etisalat Egypt on the corporate level (May 2015) with high level publicity in Egyptian newspapers (Al-Ahram & Al-Akhbar).
o Established and managed ISO internal audit function professionally in the IT & Technology departments.
o Provided training for ISO 9001:2008 internal audit with exam and certificates from the HR.
Business Continuity & Availability:
o Lead Risk Management, Business Continuity, and Disaster Recovery management for critical services in the Technology department with different operational committee members before and during COVID19 crisis.
o Coordinated the BCP testing activities and allocated required budget with system and service owners.
o Enhance IT critical services availability from about 98.3% to = 99.8
Continual Improvement:
o Owned, managed and activated the continual improvement process through knowledge sharing, accountability, performance objectives, reward, and recognition.
o Successfully initiated and managed many lean six sigma projects and achieved more than 70m EGP saving in last 4 years.
o Increased percent of successful changes from 70% to = 90%
o Increased percent of incidents and problems resolved within SLAs/OLAs from 65% to = 80%
o Improved percent of code reused in the software development process from 35% to = 65%
o Supported related process owners to enhance quality of software using scrum agile framework and DevOps.
o Managed ASQ budget, promoted different sponsorships, and participated in the arrangement of quarterly ASQ events to enhance quality awareness within the Egyptian business community.
o Responded to different related inquiries through social media and different communication channels and participated in the arrangement of quarterly ASQ events to enhance quality awareness within the Egyptian business community.
- Developing total quality management system (TQM) complaint with ISO 9001:2008.
- Playing a key role in an organizational development project to develop world class organization structure, job descriptions and authority matrix for all divisions in the company.
• Manage Quality, Environmental, Health and Safety Management Systems.
• Follow up critical customers issues and customer satisfaction results.
• Manage internal audit and support the Alcatel-Lucent group audit functions.
• Managed Six Sigma deployment (Project selection and tracking, Green and Black Belt selection, Process and data analysis tools, sharing best practice, and benchmarking).
• Managed the first wave of Six Sigma Training for 25 trainees & obtained Six Sigma Green Belt.
• Managed two six sigma projects (1) Improving investment decisions and business case processing (2) Reducing billing cycle time and billing errors.
• Professionally managed cross-functional teams of more than 70 ISO members and process owners to establish, implement and maintain quality and environmental management system that comply with ISO 9001 and ISO 14001 international standards.
• Represented Vodafone Egypt in the Global Quality Forum to share best practices.
• Provided awareness programs and ad-hoc training to ISO members and procedure owners.
• Supported the control of waste management, energy management and noise management to improve Vodafone Egypt environmental performance.
• Managed and lead all the ISO internal audit activities (i.e. planning, scheduling, conducting…)
• Consolidated audit reports, corrective action requests, observations and recommendations.
• Integrated and improved many business processes (i.e. technology change management)
*********** Managing Business Continuity *****************
• Improved Vodafone Group internal audit evaluation for BCP from unsatisfactory to good & received (5, 000) Egyptian pounds as a reward & formal recognition letter.
• Established Business Continuity Management (BCM) policy and strategy that provides the foundation for BCM capability, development and implementation in line with the group policies.
• Managed Business Continuity Plans and disaster recovery within Vodafone Egypt at both operational and organizational levels to ensure the availability of all key business resources required to support essential or critical business activities.
• Lead a cross-functional team of 13 BCP members to identify risks, conduct ongoing risk assessment and mitigate risks in different ways (i.e. elimination, substitution...).
• Updated BCM communication plan, Call Tree, communication tools and escalation matrix.
• Developed and implemented simulations/drills to test BCP readiness and improve performance.
• Shared best practice with Vodafone Group using intranet and monthly phone conferences.
- Trained professionally many computer courses.
- Received an excellent overall rating from the trainees, due to the excellent demonstrated knowledge of the subject materials and the constructive feedback provided during the courses.
- Managed sales orders successfully with large companies, like Saudi Aramco.
- Conducted some market research studies for different products.
- Supervised the year-end inventory count in Riyadh branch accurately in a highly organized manner.
- Worked as a computer lab coordinator and taught effectively Business Skills courses.
- Developed automated training materials inventory system by MS-Access.
- Participated positively in the hardware inventory of Al-Hassa Industrial Training Center.
B.Sc. in Management Information Systems (MIS), King Fahd University of Petroleum and Minerals (KFUPM), Dhahran, Saudi Arabia, 1995, Third Honors.