Head of enterprise solutions
Orange - Egypt
Total years of experience :28 years, 2 Months
Demand management is a planning methodology used to forecast, plan for and manage the demand for products and services in regard to Commercial B2B, CS, Retail and financial. This function also includeincludes IT transformation projects.
Management of IT demand of customer service, commercial B2B, Retail and financial services)
The job includes Management of different phases of project from initiation, analysis, design, development, testing, development and post launch activities)
Building a friendly, empowered, dynamic environment to facilitate quick decisions aligning with corporate/group strategy to achieve corporate goals focusing on effective Management of the Billing, fulfilment and integration services support team to ensure availability, Delivery and resolutions for solutions incidents & Subscribers complaints to have a positive impact on revenue, TTM, NPS for the following domain:
o End2End Billing and Postpaid Charging.
o End2End Integration Services Operations and Support.
o Accountable for the end to end Complaint handling process for the GSM and DSL subscribers.
Planning, Organizing and Budgeting
- Set strategic directions to be followed in annually developed departmental plans and business objectives for the department while ensuring alignment with company strategy.
- Follow-up on the implementation of the annual departmental plan.
- Evaluate and authorize all department standards, policies and procedures.
- Manage department’s annual budget and control expenses.
- Effectively governance of SLAs/ KPIs that controls the availability, delivery and resolution response time according to the business need and the available Budget and resources.
Functional Management
- Manage effectively the Availability, delivery and the general health for Billing and integration services insuring quality of service and customer experience.
- Recommend proactive courses of action to maintain smooth operations with minimum risk with respect to new changes.
- Accountable for all changes and deployment for all Billing and Integration Services to minimum maintain or enhance the service quality reflecting on TTM and NPS.
- Accountable for the availability and robustness of Billing, fulfillment and integration solutions to secure business and commercial deliverables.
- Accountable for the Postpaid and DSL revenue in terms of completeness and accuracy of Revenue generation, billing and collection.
- Perform situation analysis and oversee timely problem solving with the sense of relieving business pain as a top priority.
- Accountable for the Deployment and Rollout of all changes to systems, platforms and services under the domain of control.
- Influence the direction for future technology driven projects, in line with the corporate strategy, budget and departmental objective.
- Lead the Operational Improvement cycle by Focusing on efficcicaty of the operational l controls and monitors as what we cannot measure we cannot improve.
- Govern the process of Maintaining proper documentation for operational procedures which are executed by the system operations team.
- Ensure service levels are consistent with current business needs and future requirements.
- Ensure production services committed KPIs/ SLAs are maintained.
- Control the communication with CS, Sales, MKT, Finance as customers for the solutions for proactive problem resolution.
- Align with other technology and non-technology colleagues to maintain the systems committed KPIs.
- Responsible to ensure that all the needed vendors support contracts available in line with the optimized OPEX controls with the highest SLAs and always consider the bargaining power of different suppliers.
General responsibility:
- Reporting to the CTO
- Responsible for all Transformation / integration / Migration project
o Migrated LinkdotNet Billing system to BSCS
o Migrated Link Fixed broadband Call center to Mobinil Call center location / platform / network / infrastructure.
- Responsible for all Converged offer implementation
o Promotions / VAS / Offers
- CRM Responsibility
o CRM strategy Siebel / Dynamics
o Development and operation support
o Roadmap planning and alignment with Orange roadmap
o Team Management and staffing
- Orange Outsourced Call Center
o Responsible for the end-to-end technical solution
o Responsible for new customer implementation
o Responsible for new client requirement (CRM/Integration.. ETC)
o Responsible for Customer relations, business solution, business support system, platform and communication area.
o Provide leadership, vision, and management to the MIS department
o Provide governance to align MIS activity with Corporate goals
o Responsible for strategic goals and initiatives, promote team building and work to provide career paths for staff
o Provide day-to-day KPI monitoring, conduct performance appraisals, and delegate work
o Responsible in recruiting, hiring, and providing appropriate training for IT support staff
o Serve on planning and policy-making committees.
o Oversee the development, design, and implementation of new applications and changes.
o Responsible for the ordering, acquisition, inventorying, and disposition of hardware and software
o Serve as primary contact with outside vendors in the generation of RFPs, bids, contracts, agreements, and other major vendor interactions, Systems Operations and Maintenance
o Maintain the integrity and continual operation of the IT network.
o Ensure the continual functioning of mission critical operations and business continuity owner.
o Maintain security and privacy of the information systems, communication lines, and equipment.
o Govern, review, and certify all back-up and disaster recovery procedures and plans.
General responsibilities
o Propose and take ownership of new solutions and variants of existing solutions.
o Produce and maintain the Solution Development / Implementation Plan and budget maintain eTOM standards “Enhanced Telecommunication Operation Management”.
o Organize briefings to communicate and “sell” the solution internally.
o Set Development / Quality / Testing / Implementation and support Strategies with level 0 and level one Detail.
o Orchestrate Related Roadmaps and delivery plans among different departments.
o Solutions Includes: ERP, ISP OSS and BSS, POC, billing and collection
a. Business Development Director - June 2007 till now
- Win new work with new and existing customers
- Manage multiple customer accounts within region
- Work with 3rd Parties, ISV’s to identify new business opportunities and increase customer value
- Develop and manage annual business plans identifying key activities, priorities and risks.
- Monitor the Operation activities of
i. Presales
ii. Sales
iii. Implementation
iv. Support
- Hiring and Requirement
b. Project Manager
Responsibilities included:
- Planning, scheduling and coordinating implementation projects.
- Determining responsibilities of project team members.
- Determine project documentation and communication standards.
- Evaluating & monitoring the implementation Actual Progress vs. Planned & budgeted.
- Achieving revenue targets and efficiency levels.
- Leading staff on for trouble shooting issues,
- Facilitating account transition from presales to solution implementation through effective comprehension of customer’s business needs and requirements, to ensure that customer expectations are communicated, understood, and met.
- Insure Knowledge management between Project members as well as all team.
c. Application Consultant
Implementation of Great Plains ERP System, the Process includes:
- Analysis of the current business Cycles and identify customer needs and requirements.
- Process/requirements Documentation.
- Mapping those requirements throw Great Plains Features.
- Perform Gap Analysis.
- Master Data preparation Support
- Installation (Server/Clients)
- Data Integration.
- System Setup.
- Report Customization-(Advanced Financial, FRX).
- Users Training.
- Life Support.
d. Support:
- New Modules Training.
- System Administrator Training
- Trouble Shooting.
- Business Process enhancement.
• Accounts payable lead: Review & post all accounts payable transactions (checks, entries, data entry, with holding taxes…)
• General Ledger (Balance Sheet reconciliation, Bank reconciliation, Assets Register, Depreciation, Amortization)
• Prepare the financial statements (Trial balance / balance sheet / profit and loss statement)
• Provide audit requirement.
• Implementation Project Manager and system administrator for Great Plains Enterprise for the modules of GL, Sales, Purchasing, Inventory.
Additional Assignments:
• Implementation of Great Plains
• Information Technology (IT) coordinator: responsible for all IT assignments including all software, hardware, and network solutions.
• Depreciation Statement For Fixed Assets: Develop the Depreciation Statement system by an EXCEL spreadsheet calculates the fixed depreciation & the additional depreciation instead of the manual system, to provide details analyses of depreciation expense.
• Letter of Credit: create & facilitate controlling the imported goods by an ACCESS Database allows to monitor LC’S like LC amount, addition, reductions, received goods, Shortages, defected goods.
Payroll and Overtime:
• Create an EXCEL spreadsheet to simplify calculation and analysis of the direct labor, indirect labor & salaries.
• Create an Access Database to calculate the monthly overtime hours for each Employee and print monthly report for each employee (providing details report showing employee absence, sick days, penalties)
• Prepare payroll, bonus statement, overtime statement (controlled by UNIX operating system)
• Letter of Guaranty: Develop the old manual system by an EXCEL spreadsheet which allows any user to monitor LG’S like issue date, expire date, amount, Deductions.