Project Manager, Service Delivery Manager
STC
Total years of experience :20 years, 8 Months
Analysis of activities done by Enterprise Care Center and provides recommendations pertaining to the projects that the business unit should perform, in addition to relevant and timely corrections to the governance structure, business processes, and the structure of business information.
Illustrating the alignment between strategic goals and key business decisions regarding services; suppliers; organization; capabilities; and key business and initiatives. The primary focus includes the analysis of business motivations and business operations.
Work with all Business departments coordinating with Sage and Parity consultants and most importantly drive all parties to the success of project, ERP implementation experience and Sage X3 experience.
Complete understanding of multiple tasks that need to accomplish each week along with working with current project team and ERP implementers team to understand the competing priorities in order to be successful with ERP project.
Exercise overall day-to-day control of project leaders and the resources of the program, balancing the needs for program success with the skills and capabilities of the staff.
Interact regularly and comfortably across various departments -- from individual to the ERP Management Team level in order to negotiate solutions that foster strong relationships and continued success of the project.
Responsible for the development of an effective planning process, for the creation of an integrated project schedule that encompasses all aspects for the ERP Program.
Implement and lead an effective change management process that pro-actively identifies changes and incorporates an appropriate impact analysis and approval for such changes across the ERP program team.
Responsible for making timely, effective decision at the project level and communicating those decisions both up and down the program structure, while approaching needed decisions in a logical and thoughtful manner and weighing conflicting information.
Leading IT Service delivery to support Madinah Municipality and the other sub-municipalities at Madinah Region.
Orchestrated high professional experts who manage IT Services delivered to the clients (Infrastructure, Software development and operation).
Management and development of the only point of contact between the contractor and the basic service users through project Management Office.
Continual support and development of IT infrastructure used to support IT services according to agreed service levels in Data Center.
Managing and maintaining disaster recovery plan.
Coordination with service providers and clients to determine the appropriate service level agreements.
Manage the relationship between the contractor and the Department of Information Technology.
Leading and controlling the change management mechanism.
Provide effective IT management through IT support teams.
Leading software development team to develop and deploy new solutions and services including (GIS, Web and Oracle development teams)
Implementing all ITIL processes using COBIT to enable the IT department to get ISO 20000 certification.
Leading IT program management to get the maximum benefits of all IT projects implemented.
Lead cross-functional global team (including IP reporting and customer facing web portal support teams) driving key incident management projects to completion while supporting business requirements and technical specifications.
The ITIL problem management team support to action problems raised by Incident Management.
Handling all major incidents and identifying the root causes of problems.
Managing SIP (Service Improvement Plan) in critical IT applications.
Preventing the replication of problems across multiple systems
Daily interactions are done with any additional first line support groups, such as, IT HD team, change management specialists, second-line and third-line support groups, including specialist support groups and external suppliers.
Developing and maintaining the problem control process.
Reviewing the efficiency and effectiveness of the problem control process
Control and maintain reporting systems.
Allocating resources for the support efforts.
Monitoring the effectiveness of error control and making recommendations for improving.
Implement Six Sigma projects to improve IT processes.
Reviewing the efficiency and effectiveness of proactive Problem Management activities.
Act for the role of change management team to conduct eCABs outside normal business hours.
Leading Functional and technical trouble-shooting expertise as key components of the IT&S incident management process -Incident management -User communication -Application crisis management and response -Technical training and documentation -KPI reporting -Process and training improvements to support movement of incident resolution from Level 3 to Level 2, and Level2 to Level1
Incident management team provides support on a 24x7 basis through the on-call function. The team is critical to maintain Oranges critical/core services. Basic Key Performance Indicators (KPIs) include Mean Time to Repair, Mean Time to Treat, Incident Volume (in/out), Incident Backlog, and contributions to overall Application Service Availability through performance of its functions.
Developing IT applications using Microsoft Visual Basic Programming.
Organizing seminars related to Programming and Networks .
Microsoft SQL Server Database Administration .
Unix Administration .(( System Security, Bourne Shell, Korn Shell, C Shell, User Accounts, Startup Processes, disks and File Systems, Backup and Restore and Solaries File Systems)).
Networking, Network Designing, Cabling, Installing Client and Server applications .
Monitoring Network Event and Post installation Tasks.
Solving daily incidents related to software applications and some other hardware incidents .
Installing, Operating, Maintenance operating systems and applications .
Following up the monthly maintenance reports
Certified ITIL® V3 (ITIL Expert) Certified ITV3F ITIL® V3 (Foundation Certificate in IT Service Management) Certified ITV3F ITIL® V2 (Foundation Certificate in IT Service Management) Certified ITV3SOA ITIL® V3 (Service offering and agreement) Certified ITV3OSA ITIL® V3 (Operation Service & Analysis) Certified ITV3PPO ITIL® V3 (Planning, Protection and Optimization) Certified ITV3CSI ITIL® V3 (Continual Service Improvement) Certified ITV3MALC ITIL® V3 (ITIL Managing Across the Lifecycle)