Technology Change & Configuration Management Manager
efinance
Total years of experience :8 years, 0 Months
MEEZA is an established end-to-end Managed IT Services & Solutions, with the mission of becoming the leading Managed IT Services & Solutions provider in the Middle East and North Africa.
Designation Chronology:
• April 2019 - Present: Service Delivery Manager - Qatar Foundation
• June 2014 - March 2019: IT Change, Configuration & Release Manager
• November 2012 - May 2015: IT Change Analyst
Accomplishments:
• Commanded the service transition phase, re-engineered existing processes to improve agility of service delivery to the client.
• Led delivery of transformation initiatives as part of the Delivery Excellence roadmap. Recommended ideas of calculating the existing SLAs to match the business needs of the client.
• Acted as focal point for client senior management and executive issues, inquiries along with 4500+ users.
• Superintending dynamic multiple teams of 30+ which included Managers, Team Leads and Engineers across all IT sections. Leveraging charismatic and motivational leadership style that fosters creativity and enthusiasm for Organization’s mission and goals and enables the team to achieve unprecedented results.
• Embedded a strong client focused, positive culture with Service Owners on all elements of implementing IT Service Management (ITSM) using ITIL best practices.
Key Responsibilities:
• Commanding end-to-end Services Delivery & Support lifecycle for a portfolio of engagements. Providing leadership for the continued development of an innovative and robust, information technology environment in lines with customer expectations.
• Acting as a trusted advisor to customers by being the subject matter expert to ensure they have received best ROI. - investigating customer's long-term business objectives and anticipate future technical needs and leading the work streams to bring customer to that future state.
• Drove the evolution of systems and technologies to propel corporate success, optimizing ROI for IT investments whilst enhancing competitive differentiation.
• Monitoring agreed SLA and performing monthly service review with client senior management / executives
• Working at the forefront of technology, mastered driving quality improvements across projects and processes and delivery excellence, through enhanced onboarding delivery, defining the project calendar and work breakdown structure, and defining deliverable acceptance and reporting procedures.
• Tracking performance of the engagement, the quality of project deliverables and reporting on effectiveness of the engagement against the baseline plan.
Accomplishments as IT Change, Configuration & Release Manager (June 2014 - March 2019):
• Instrumental in creating a culture of IT change management across the organization.
• Subject Matter Expert in delivering elements of change within a complex environment. Administering and aiding with continued development of change management process.
• Chaired the Change Advisory Board (CAB) meetings and aided CAB members to make correct decisions.
Key Responsibilities as IT Change, Configuration & Release Manager (June 2014 - March 2019):
• Managed the process lifecycles which include scheduling, coordinating and end to end management of Change, Release & Configuration.
• Effectively managed the end to end change lifecycle, supervised procedures, guaranteed successful completion of changes and releases with minimal impact to the business.
Accomplishments as IT Change Analyst (November 2012 - May 2015):
• Host the Change Advisory Board. Drove continuous improvements to the quality and efficiency of the change management process. Created executive change management dashboard.
Key Responsibilities as IT Change Analyst (November 2012 - May 2015):
• Led facilitation and governance of the Change Management process, including the analysis, QA and management of change requests within the Service Management toolset.
• Assessed change records in order to preform initial risk and impact analysis.
Designation Chronology:
• June 2010 - October 2012: IT Change & Configuration Management Specialist
• December 2009 - June 2010: Service Desk Analyst
Accomplishments:
• Bestowed with project award for successfully delivering key projects/programs on-scope, on-quality, on-time and on-budget.
Key Responsibilities:
• Led the change & configuration management operational tasks. Provided technical expertise, business planning and workflow management for ensuring smooth integration of solutions.
• Handled all change management activities including CAB Meetings, ECAB, PIR meetings and Process workshops.
• Assessed changes and assured proper impact is provided taking in consideration their severity and risks.
• Maintained and audited configuration management database (CMDB), captured attributes of the configuration items (CI), including its importance, ownership and identification code.
• Collated all department related reports / presentations that included - KPI, SLA, OLA, availability, historical data, etc. to be cascaded to top management.
PREVIOUS PROFESSIONAL EXPERIENCES:
• May 2007 - December 2009: IT Systems Support, YKK Egypt, Cairo, Egypt
Participated in designing and implementing two small data centres.
• October 2006 - May 2007: Web Developer, Orchestra Communications, Cairo, Egypt
Bachelor of Computer Science, Cairo Academy, 2006
