IT Service Center Manager
PepsiCo
Total years of experience :22 years, 2 Months
• Manage the IT Service Center operation in North East Africa and Eastern Mediterranean delivering end-to-end IT services according to the established SLAs to all business functions and a user base of 3, 500+ employees in 3 headquarters, 10+ plants, and 50+ distribution centers.
• Oversee the day-to-day IT operations for all service delivery entities ensuring that the region is effectively supported with IT services according to the established SLAs, global service management standards and policies.
• Act as the focal point for Business and Information Systems, Global Service Management, Senior Management, and the business functions on all IT services related enquiries, issues, and escalations.
• Perform periodic service reviews with Senior Management in order to report and review on Service Centers KPIs, performance against SLAs, customer satisfaction, identify service improvement opportunities, and create service improvement plans.
• Accountable for all service management processes and controls.
• Manage critical incidents impacting PepsiCo’s business including liaising with all service delivery entities and service providers and producing Root Cause Analysis reports.
• Implement process improvements, proactive and pre-emptive solutions, and best practices in order to meet future business requirements and enhance the user’s experience and productivity.
• Manage all IT projects across the region ensuring that all projects are delivered according to the agreed scope, timeline, budget, and quality.
• Manage relationship with all local and global suppliers involved in providing IT services including selection, contract negotiation, and monitoring performance levels.
• Manage the Service Centers budget, capacity planning, resource planning, recruiting, training and development, performance management, and career planning.
• Contributed in establishing a Global Delivery Center in Cairo managing the delivery of IT operations, administration, and support services to external customers and internal users.
• Accountable for the delivery of end-to-end IT support services according to the established SLAs to 100+ customers in 20+ countries on wide range of solutions including Infrastructure, Banking, and Education.
• Accountable for the delivery of end-to-end IT end user services according to the established SLAs to a user base of 2, 000 employees in 15 offices in 10 countries.
• Accountable for the 24x7 global Service Desk operations ensuring that all tickets are handled using Incident Management and Problem Management.
• Develop, implement, and manage Service Level Management process including creating Service Catalogue, and formulating SLAs and OLAs.
• Develop, implement, and manage Service Review process including leading service review meetings with customers, management, and service delivery entities in order to report and review on IT services KPIs, performance against SLAs and OLAs, customer trends, customer satisfaction, identify service improvement opportunities, and create service improvement plans.
• Develop, implement, and manage Service Escalation process across all lines of business and all levels of management.
• Manage major incidents impacting customer’s business including liaising with all service delivery entities and producing Root Cause Analysis reports.
• Manage the development, implementation, governance, and continuous service improvement of IT Service Management processes, procedures, and policies across organization.
• Manage the department budget, capacity planning, recruiting, training and development, performance management, and career planning.
• Responsible for the IT organization in Egypt Cluster (Egypt, Lebanon, Libya, and Syria).
• Accountable for the delivery of end-to-end IT services according to the established SLAs to all business functions and users in 10 offices across the cluster.
• Act as the cluster focal point for Global IS, Global Shared Centre, and the business functions on all IT services related enquiries, issues, and escalations.
• Perform periodic service reviews with Global IS, Global Shared Centre, and the business functions in order to report and review on IT services KPIs, performance against SLAs, customer satisfaction, identify service improvement opportunities, and create service improvement plans.
• Oversee the day-to-day IT operations ensuring that the cluster is effectively supported with IT services according to global IS standards and policies (Governance, Procurement, Security, etc.).
• Manage all infrastructure and applications projects across the cluster ensuring that all projects are delivered according to the agreed scope, timeline, budget, and quality.
• Plan, implement, and test disaster recovery solutions in order to ensure business continuity for the entire cluster.
• Manage relationship with all local and global suppliers involved in providing IT services including selection, contract negotiation, and monitoring performance levels.
• Plan, prepare, and manage IT budget for the entire cluster with an annual amount of $ 2M.
• Manage resource planning, recruitment, and training for IT staff in all countries in the cluster.
• Establish the IT infrastructure in 3 offices in Egypt.
• Install, configure, and maintain workstations, printers, servers, network, software applications, etc., and provide technical support to users for all PC hardware and software, and peripherals.
• Perform the day-to-day IT administration for servers, network, backup, etc. ensuring maximum availability of systems and network, and troubleshoot and resolve systems and network issues.
• Manage purchase of hardware and software, IT assets inventory of hardware and software licenses, and 3rd party suppliers involved in IT infrastructure.
• Develop and update all technical documentation and standard operating procedures.
• Responsible for CitiDirect Internet Banking for 100+ corporate customers in Egypt.
• Act as the focal point for customers on all CitiDirect related enquiries, and issues.
• Promote, implement, and upgrade CitiDirect for customers.
• Provide technical support customers.
• Coordinate with Help Desk in India in troubleshoot and resolving all customer issues.