Services Transition Manager
ATS
مجموع سنوات الخبرة :21 years, 2 أشهر
Highlights:
• Defined, developed and delivered world-class professional Services Transition projects in support of AGT’s global business objectives.
• Responsible for the Transition and Transformation of the following projects:
- Asset Management Systems (Maximo) Implementation
- Service Desk-First Line Support Implementation.
• Drove program governance, including budgeting, guidelines, score-carding, reporting and communications, advised on frameworks and methodologies, incorporating corporate change management principles into the program.
Key Projects to Credit:
Asset Management Systems (Maximo) Implementation:
• Facilitating business transformation programmes to deliver World Class Asset Management Performance, enabling strategic change by efficiently driving transition (change) management resulting in system adoption and realized benefits.
• Delivering strategy development, system implementation and support using Maximo to re-define the processes, data, testing and loading of existing sites, people and reporting to achieve advanced asset management for the organization.
• Developing and delivering change management; conducting workshops to gather requirements for final development of Asset Management System and partnered with the technical leads, project managers, and other internal stakeholders impacted by strategic change initiatives.
• Building project momentum, communicating key messaging, training on systems, and project stabilization and developing a methodology for new asset handling and deployment into organization.
Service Desk-First Line Support Implementation:
• Responsible for the implementation and running of a First Line Service Desk in both Arabic and English; supporting the Service Management Process Owners in workshops with key stakeholders in order to develop Service Management support models, procedures and working practices for Emirati customers.
• Oversaw the development, modeling and oversight of the Service Management Process Framework, which includes:Operational Handbook to enable Incident Management; Problem Management; Request Fulfillment; Knowledge Management and Work Order Management handling.
• Advocating the use of Service Management Processes within the department, through call script development, imparting training (technical & tools) and encouraging the use of best practice to manage processes effectively.
• Delivering continuous improvement plans in relation to the process; maintaining data on statistics (calls, tickets, faults& service level performance) and providing support and overall management of Service Management Processes and tools.
Highlights:
• Provisioned with business offerings and solutions, systems, and portions of process optimizations; implemented KPIs covering a managed services contract (188KPIs).
• Managed the service delivery for major contracts, ensuring that suppliers deliver to time, cost and quality - essentially in line with contractual obligations.
Key Responsibilities:
• Set the direction for future processes and projects, provided thought leadership and technical and industry expertise around service delivery.
• Delivered strong incident, problem, change management, asset and configuration experience; optimized processes related to KPI handling, reporting and implementation.
• Managed the lifecycle of service delivery, such as monitoring network related performance and trend analysis, initiate/drive improvement programs.
• Developed and maintained a pro-active service strategy, built strong relationships and leveraged to support the generation of new business opportunities and mediated with them for KPI performance & commercial topics.
• Prepared appropriate service performance reports, associated trending/observations/recommendations to demonstrate continuous improvement and drove internal improvement & change management projects both related to processes and/or performance issues.
• Acted as escalation point for designated customer; translated business insights/objectives and strategies into specific goals and rigorously implemented plans without compromising on standards.
• Partnered with global business leaders to enhance operational performance by diagnosing, designing, and deploying a wide range of mitigation plans; performed contract & risk management activities aligned with strategic business vision and objectives.
Highlights:
• Managed the project deliverable and milestones, ensured meeting the network KPI’s and maintained customer satisfaction through service quality measures and business excellence across managed service contract for customer Sunrise AG.
Key Responsibilities:
• Improved use of technologies, managed operations concerning managed services KPIs, risks and leveraged industry best practice.
• Addressed the needs of service providers, lead customer improvement program activities and managed partner negotiations in regards to KPIs and change management, whist seeking to shift their focus from network assurance to customer service assurance and deliver a superior customer experience.
• Managed day-to-day relationship with customers for all technical queries, oversaw incident / problem management and provided technical workshops when required.
• Program lead for Transmission Preparation and UMTS Ericsson/ Huawei Swap.
• Contributed to the contract negotiations with main responsibility in leading services costing and scheduling .
Key Responsibilities:
• Established and transformed processes for new and existing customer services; participated in strategic planning for all operations and the resultant annual goals and objectives.
• Drove updates to business systems that increase efficiency and shared knowledge with existing teams in UK and Italy to Switzerland.
• Managed the processes, technology and vendors that fall under the Sensors and Devices Customer Service umbrella in compliance with KPIs, OTTR, PPM quality metrics, returns and claims cycle times and order entry accuracy.
• Oversaw the use of standard process workflows by team, aligned with ISO and Honeywell audit standards.
• Developed customer relationships and high levels of customer satisfaction, identified and escalated issues and communicates back with customer in a timely manner with corrective actions.
• Spearheaded a team of 15 direct reports, ensured that operations are running smoothly; held overall control of planning, staffing, performance management, budgeting and recommending and implementing changes to methods for the business unit.
Designation Chronology:
• 2004 - 2007: Senior Operations Manager
• 2002 - 2004: Service Delivery Manager for Services and Support
Joined as Service Delivery Manager for Services and Support and moved the corporate ladder to merit promotion the post of Senior Operations Manager
Key Responsibilities - Senior Operations Manager:
• Managed the performance and behavior for contract fulfillment towards operators (projects, supply, support and services).
• Accountable to drive implementation of proposed solutions through Team supervisors to deliver results, KPI measurements, control and action handling.
• Oversaw effective implementation of financial project control and enforced measures for process improvements, project material forecast, customer satisfaction and operational excellence.
• Devised internal improvement projects, and designed “Operational Handbook” - defining project, supply and support handling processes towards customer and 3rd party suppliers.
• Led a team of 7 service delivery managers and 2 project managers, responsible for delivering Operational Service and Support.
Key Responsibilities - Service Delivery Manager for Services and Support:
• Ensured the correct delivery of Support services, as specified in the Service Level Agreements (SLA) with Ericson contracts towards operators.
• Maintained strong relationships with customers, acted as SPOC for customer escalations and ensured best-in-class service while maintaining appropriate internal policies and procedures.
• Managed 3rd party suppliers and contracts, adhered to the service level agreement and monitored via KPI regime.
• Successfully deployed the UMTS pilot project and MMS Project; oversaw all project initiatives encompassing project planning,
resource management and project controlling including hand over to customer operations.
Other Professional Experiences:
Designations held in Ericsson Radio Systems- 1989 - 2002:
• Radio Planning Manager
• Supply Manager
• Implementation Manager
• Technical Project Manager
• Start-Up team member
• Training & Certification Leader
Awards & Recognitions:
• 1999: Quarterly Award
• 2000: Assessment Center, successfully passed a pre- requisite course to Leadership studies.
• 2001:1 year leadership Curriculum
• 2003: Special recognition in MMS project
• 2004: Special recognition from Customer C-level
• 2005: Special recognition from Ericsson CEO
Trainings & Certifications: Technical: • Cloud Computing • Agile & Scrum Methodology • ITIL Foundation • Mini-Link BAS System Survey • WCDMA overview • GSM Network Planning • Cell Planning Principles • Mini-Link C Installation and Service course • Quality Auditor Certification Course • Mast climbing certification • Mini Link E & C Operations, Maintenance and Testing for Installation Supervisors • DRA 1900 Installation, Operations & Maintenance for Supervisors • Advanced System Tech. • Installation, integration & testing RBS 200 • RBS 2000 basics • CME 20, System Survey • Mobile Radio Basics • CMS 30, System Survey • Ericsson Radio Access introduction • AXE 10/IOG 11 Introduction Non Technical: • German B1 • German 10 weeks intensive course – A1 level & A2 level passed • Six Sigma – Green Belt Core • Thinking & Leading Strategically • Communicating to Sell • Legal questions concerning the arrangement of contracts in daily practice • PROPS-C for Project Managers (PMI) • German (30hrs) • The way cash flows • Sales Information Organizer Course • Leadership Core Curriculum (1 year) • German (30hrs) • To be a leader • Business Case • French (6 months) • Business Economics (30hrs) • PROPS for Project Managers (PMI) • MS-Project • Contract Guarantees & Letter of Credit • Introduction to network, Windows • Negotiation Skills
