Service Delivery Manager
Diyar United Company
مجموع سنوات الخبرة :24 years, 2 أشهر
• IT service management based on ITIL best practice framework and ISO 20000 standards.
• Project team management and coordination.
• Quality of work/performance and team productivity.
• Set and measure KPI’s for contract performance
• Effectively monitor, control and support service delivery.
• Definition of service level agreements (SLA’S) in relation to contracted services.
• Ensure SLA’s are achieved and client expectations are met (or exceeded).
• Attend client service review meetings covering performance, service improvements, quality, and processes.
• Responsible of managing and submitting reports to the customer.
• Work closely with customer IT management to insure the smoothness of contract execution.
• To manage the performance of services provided to clients as agreed in the contract and ensure that the Service Levels are achieved.
• Manages large group of technical support staff based on pre-defined service delivery KPIs
• Assist Project team with implementation when needed
• Design Solutions based on industry best practice and according to customers requirements / needs
• Writing Technical offers and Responding to RFPs / RFTs
• Produce Technical Documentation
• Provide technical consultation to customers when needed
• Definition of service level agreements (SLA'S) related to contracted services.
• To manage and taking responsibility for service desk, desktop support and application support.
• To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components.
• Ensure SLA's are achieved and client expectations are met (or exceeded)
• Ensure quality and profitable services are performed to the agreed contracts.
• To provide reports to an agreed schedule (or on request), including management and account performance reports.
• Service level management and operations gap assessments.
• Develop supporting operational organizations.
• Design Human Performance elements of an overall implementation effort.
• Designing and implementing ITIL and Operational processes.
• Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
• To develop and facilitate workshops and training courses.
Projects Accomplished
• SiPetrol Egypt: IT Security Incident response and investigation
• MCV: ITIL gap analysis, assessment and implementation.
• Schneider Electric: ITIL gap analysis, assessment and implementation.
• OXY (Oman - Qatar - Abu Dhabi): Windows and Office Migration Project Manager
• Pfizer (Egypt - Dubai - Senegal - Nigeria - Saudi Arabia): Windows and office Migration. Project Manager
October 2005 - September 2007, Synergy Global Professional Services (SGPS) - Egypt,
Technical Support Team Leader - Systems Administrator - Egyptian Liquefied Natural Gas (ELNG) - Maadi, Cairo
• To manage the day-to-day planning, operation and problem-solving of a team of agents to meet with the required service level components.
• Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents.
• Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
• Daily administration of ELNG infrastructure services and systems invoking vendor / client best practices including monitoring Servers & Services to provide proactive support
• Ensure, through effective project management, that all projects were completed on time and within budget
• Provide advice, recommendations, and information concerning network hardware or software requirements.
• Assist in testing compatibility between new applications and existing infrastructure and provide recommendations before deploying them.
• Analyze performance and quality issues for IT servers and provide recommendations to management
• Recommend best practices to the client for administering current systems or during new projects implementation.
Projects Accomplished: • Service Desk System Implementation using ITIL Guidelines and Best Practices
October 2001 - September 2005, John Snow Inc. (JSI), USAID Project, Egypt
Assistant Network Administrator- Senior Helpdesk Specialist
• Managing and administrating JSI Windows Network.
• Maintaining JSI Network infrastructure.
• Managing and administrating the Servers operating system and provide guidance to users.
• Managing and administrating the Exchange Server.
• Managing and administrating the ISA Server.
• Managing and administrating the Network Security.
• Configure and install all kinds of software and hardware drivers.
• Provide technical assistance and client support to JSJ end users or programmers for all computer software and hardware-related problems.
• Provide technical input and work closely with the office management in the procurement process for computer related purchases.
• Managing and administrating the Internet connection and trouble-shoot the problems that may arise.
• Handle the routine maintenance of equipment (i.e. Printers-Photocopiers-Switches-Data Show-Scanners, etc)
• Handle the routine maintenance of JSI Field Offices PC's or any technical problem that may arise. (Giza-Menya-Assiut-Sohag)
• Managing JSI Internal Telephone lines.
• Prepare and monitor all technical support (i.e. data show, etc.) for JSI workshops and conferences.
• Perform other duties as assigned by the superior within the capacity of his/her field of profession.
August 1999 - June 2001, New Soft Training Center (IBM Authorized Training Center)
Computer Instructor
• Provide Training to New Soft's Customers such as (Petrojet Petroleum Co.) in Microsoft Office (MS Word-MS Excel-MS Power Point-MS Outlook), Windows and Internet.
• Assist in designing and creating training materials.
• Assist in designing and creating training plans.
Operating systems: Windows NT 4.0, Windows 2000, Windows 2003, Windows XP, and Windows 7
BackOffice Servers: Microsoft Exchange 2003, Domino 6, SMS 2003, SQL 2000/2005, Citrix Metaframe, BMC Service Desk Express 9
B.Sc. Business Administration - 1999. The Higher institute for Engineering and Business Administration, 6 October City, Giza, Egypt. Grade: Pass