Head of Execution Excellence - Technical support services MEA
Nokia
Total years of experience :27 years, 11 Months
Management
- Governance of regional level performance reporting (financial & non-financial).
- Drive regional SWS quality improvement initiatives.
- Primary interface to Quality organization.
- SWS Support Model Owner.
- Drive Performance oriented culture across SES SWS ops by using data as a means.
- Dashboard performance (Key indicators) for SES monthly reporting.
- Govern performance improvements by tracking & driving improvement plans through Interface with SSO leads, Regional Quality Management, competence streams &, SES NPI.
- Responsibility at regional level for KPI's (financial & non-financial).
- Lead monthly Product operational governance meetings.
- Support sub regional SSO Managers to achieve KPI improvements.
- Define and drive action plans to improve region KPI's.
- Identify Quality issues within Product domain.
- Act as primary interface to Quality Organization.
- Drive Quality improvement initiatives within the region.
- MEA level KPI reporting & data management.
- Interface towards global and regional performance reporting communities.
Performance
- Direct the MEA operations of the company with emphasis on maintaining quality across the region, report performance (financial and non-financial) to the global management.
- Monitor SWS (software service) quality for MEA region, ensure quality standards are consistently achieved, execute quality enhancement measures, and chair quality operational governance meetings.
- Determine quality issues in the SWS domain, identify root causes and take corrective actions in time to maintain quality standards.
- Serve as the essential point of contact for the quality organization, oversee quality processes, exhibit quality control and ensure quality outcomes; designated as SWS Support Model Owner.
Operations
- Collaborate with the Value Added Services team to ensure and maintain operational efficiency, streamline operations and eliminate operational bottlenecks.
- Establish an environment of high performance and innovation where teams cooperate to maintain excellent productivity to consistently achieve objectives.
- Develop performance dashboards and KPIs to facilitate SES monthly reporting, review and analyze performance.
- Collaborate with multiple stakeholders like SSO leads, Regional Quality Management, competence streams, SES NPI to develop, implement and execute KPI improvement initiatives.
- Direct accountability for achieving all regional KPIs, provide guidance and support to sub-regional SSO managers to complete KPI improvements, and generate and evaluate performance reports.
- Analyze regional KPIs achievement, present performance reports to the regional and global company leadership.
Highlights:
- Directed the SW service operations consistently meeting goals and targets, and drove operational excellence by leading high performance and motivated teams, maintaining high e quality of services and operating at optimum efficiency.
- Handled additional assignment as CSC Middle East Centre Manager; also led the deployment of FMO & FMO2.0 in the MEA.
- Met service quality targets for Care service as per benchmarked global standards consistently by effectively leading the E2E Customer Interface administering Care SW portfolio Services (resourcing, competence and performance).
Key Responsibilities:
- Formulated and implemented the SW service strategy within the service delivery region as per the business objectives defined by the Global Service Unit.
- Supervised E2ECC (End to End Command and Control) operations, monitored process and KPI targets, ensured streamlined operations that delivered quality Care service.
- Defined service level requirements applicable to Service Suppliers (SW Service) of the company, ensured suppliers met all terms of the Service Level Agreement.
- Monitored effectiveness of SW Services strategy that was deployed in the region, measured business outcomes compared to Global metrics; in case of negative variances between actual and targeted outcomes implemented remedial measures to bring business performance back on track.
- Key point of contact for managing escalated issues, ensured escalation matrix was in place and was complied with by the team.
- Headed improvements initiatives, de-bottlenecked processes, and deployed technical tools that had positive impact on allied businesses of the company.
- Prepared SWS budget and was responsible for expense control, maintained high levels of service that led to excellent customer satisfaction scores.
- Accountable to achieve all KPIs defined for the SW Services Operations while ensuring that operations ran in a cost efficient manner.
Designation Chronology:
- CSC Project Delivery Manager MEA Center.
- SSO Manager MEA Center.
Key Responsibilities:
- Directed the cluster operations focused on software delivery services (SWS), ensured service delivery performance was in line with expectations.
- Spearheaded cost optimization initiatives that included facilitating transfer to CTs, implementing benchmarked practices, measuring costs against cost baseline and implementing reduction measures, and facilitating GS interface.
- Accountable for SWS delivery performance, led SWS technical teams, managed interface towards TSC/GDC.
- Developed and SWS delivery KPIs, monitored KPI achievement, presented KPI reports to the management team, and implemented corrective measures where KPIs were below expected performance figures.
- Responsible for T&D management, tool usage harmonization over cluster and Tools portfolio management.
- Supervised software change management (SWCM); accountable for achieving interface towards GDC & NPI regarding software change issues and projects, prepared change requests and obtained change approvals.
- Applied standard methodologies and procedures to execute changes, ensured changes were communicated to the team.
- Supervised operations of the Services Labs, took decisions on new investments and capacity building.
- Coordinated with 3rd party partners, negotiated terms of services and ensured quality of services delivered was in line with contractual terms.
- Tracked and monitored project progress, ensured schedules were met and deliverables were in line with agree-to quality.
- Assessed risks associated with SWS service delivery, mitigated these through effective planning and resource allocation that also accounted for contingencies.
Key Responsibilities:
- Oversaw Care service, served as the main coordinator and primary point of contact for the customers and resolved Care related issues promptly.
- Managed end-to -end services, defined Care objectives for the specific account, generated business from the account and managed invoicing.
- Responsible for achieving LE figures and carrying out CT demand planning, presented performance to top management through reports in a systematic manner.
- Scoped the market to gauge new business opportunities, initiated contacts with potential customers, evaluated customer requirements and conveyed leads generated to the sales and services teams.
- Negotiated and administered the Care Agreement with customers, communicated consistently with customers during the duration of the agreement, provided services as promised and built good rapport with them.
- Managed all products and services provided under the Care portfolio to the account; these included VAS, Packet Core, Core, 3G RAN and OSS.
- Prepared customized Care plan for strategic accounts handled, updated plans as per account requirements and drove account value.
- Selected and on-boarded contractors and subcontractors, negotiated service agreements and ensured deliverables were in line with service contract terms.
- Implemented mechanism for quick resolution of troubled tickets and customer cases that needed to be handled on priority, and within the ambit of the Service Level Agreement.
Highlights:
- Credited with implementation of multiple projects, management systems and technology (VAS GPRS equipment - WAP, MMS, NTMS, NPS and AGW) by collaborating with numerous teams as well as senior managers, and maintained a track record of on-time within budget implementation.
- Deputed to Nokia UK as technical expert and OSS Consultant to provide critical support to O2 operators regarding their NMS system which was an essential monitoring system for Base Station Controllers (BSC) and Mobile Switching Centres (MSC).
Key Responsibilities:
- Monitored and analyzed the market in terms of its receptiveness to VAS, reviewed demand for VAS, evaluated competitor activities and products, and developed and implemented focused strategies in collaboration with the management to grow the company’s market share.
- Evaluated client requirements and determined their expectations from the service, ensured expected service levels were met, and established long term business relations with clients.
- Monitored and documented client feedback regarding VAS, suggested improvements in strategy to capitalize on missed opportunities to enhances sales revenue.
- Collected and reviewed performance reports, determined business areas which provided growth opportunities, drove turnkey business and customer service solutions for targeted markets and increased profitability.
- Employed ‘Electra’ system to rapidly respond to problems and emergencies, and to provide workable solutions; issued change notes and function notes as required.
Highlights:
- Performed market analysis based on information gathered before proposing projects to the management. Analyzed impact of proposed solution across the organization and developed cases that explain / demonstrate business requirements / specifications.
Key Responsibilities:
- Worked directly with the sales and marketing team to ensure complete understanding and hence ensuring that the test results correspond to the business expectations.
- Worked through requirements / design to partner with multiple groups, including customers, sales, marketing, project managers and system architects, to recommend appropriate project scope based on business priorities, and advise the business on options, risks, and costs.
- Responsible for managing changes to project requirements by administering the company’s standard change management processes. Structured and lead the user acceptance test effort to ensure that products created match business specifications.
- Gathered user requirements, performed technical resource analyses, carried out business process modeling of personnel systems and their interfaces and produced technical documents to suit non-technical readers
Highlights:
- Establish first Banking Network in Egypt between 16 Banks and automate the settlement Process with Egyptian Central Bank and Tandem Central Servers.
Key Responsibilities:
- Responsible for the maintenance and update of several projects
- Study the Business Case of ATM Switching, Integrate the ATM Banking Central Switch Application for switching financial transaction between banks and settle between them through the central bank
- Design and implement the electronic checks collection (ECC) Application for clearing checks between Egyptian banks and the central bank of Egypt
- Involved in the Software engineering cycle as a whole
- Responsible for organization and management for a group project.
Professional Development Trainings • Nov 2013: Lean Six Sigma for Beginners, SN • Oct 2012: Quality, Nokia • Jul 2010: People Processes, Nokia Certifications • Dec 2014: Understanding Customer Perceived Value • Oct 2012: Focused Mind • Dec 2010: Values and Diversity • Jun 2010: Leadership in Challenging World