Senior Service Delivery Manager
Microsoft Corporation
Total years of experience :16 years, 10 Months
Delivered top-notch technical services and projects to maximise investment on Microsoft technologies and ensure solutions effective utilisation.
Provided strategic direction to clients related to solutions, architecture, capabilities, and applications, aiding clients to establish technical vision. Delivered IT consultancy and "best in class" service management solutions to a range of high-profile enterprises. Designed and developed service improvement plans, processes, standards, and controls to ensure highest effectiveness of service functions. Drove continual improvement through implementation of ITIL / MOF best practices and procedures.
Key Contributions:
- Devised and implemented IT frameworks to facilitate customers technological transformation.
- Enabled and enhanced infrastructure and applications to improve IT operational efficiency. Elevated customer experience, increased business demand, and generated high satisfaction ratings.
- Achieved double digit portfolio growth, increasing Microsoft engagement with enterprise customers
- Led strategic security initiatives to reduce security risks on current and future IT services. Managed a portfolio of services of more than $2M annually for enterprise customers.
- Achieved 100% customer satisfaction throughout 6 years of customer engagements.
- Stretched outside standard job responsibilities to serve as the Premier Services Customer Satisfaction Champ for (2) years, assisting the subsidiary across five countries to achieve 13+ points above the customer satisfaction target.
- Owned and managed high impact major incidents with large complex enterprises and led them to complete satisfactory resolution
Directed service delivery and consulting agreements with SMEs and enterprise accounts while ensuring optimal level of customer satisfaction.
Created agile IT governance framework and implemented organisational policies, procedures, and key metrics. Designed and updated capacity plans for project resources, services, applications, and technologies. Evaluated projects budgets using value management techniques to improve productivity performance and maximise project consistent results through excellence in cost efficiency. Ensured conformity with ITIL/international IT standards and recommended corrective measures through execution of internal and external audits for IT infrastructure.
Key Contributions:
- Led a team of (24) IT support and delivery consultants to manage and deliver (55) high-end business critical projects to SMEs and large enterprises, ensuring implementation of solution, project rollouts, and develop service enhancement in line with architectural and operational standards.
- Attained sustainable cost savings through optimisation of resource capabilities and allocation.
- Improved customer solutions’ availability to 99.9% by leading IT restructure and lean projects.
Accomplishments:
• Commanded the IT department operations and support; established annual budgets, defined & executed IT solution strategy to support evolving needs of the company.
• Superintended the team in the development and delivery of IT strategies/solutions to align technology from project roll out to completion.
• Played a pivotal role in designing and rebuilding the company’s IT infrastructure, successfully upgrading from Windows 2000 to Windows 2003 and implementing new datacenter and security features.
Key Responsibilities:
• Steered a range of technology projects, devised IT strategies and instituted IT security policies subsequent to assessing organizational needs
• Gauged cost/benefit analysis whilst establishing IT objectives in line with business needs, short and long term strategic plans in liaison with senior management.
• Kept up to date with IT best practice, international IT regulations and Middle East business culture to effectively manage IT projects, including mixed operating systems, applications and services.
• Established vision for team and coach them to excellence and to deliver with quality, consistency, timeliness, innovation, and strategic perspective.
Master's of Science in Engineering Management
Master's of Business Administration - MBA, Information Management
Professional Development: • Project Management Professional Certified - PMP • ITIL V3 Foundation Certified • Microsoft Operations Framework (MOF) Certified • Microsoft Certified Systems Engineer (MCSE) • Microsoft Certified Systems Administrator (MCSA) for Windows Server 2003 and Messaging • Microsoft Certified Technology Specialist (MCTS) for Windows Server 2008 and Exchange Server 2007 Volunteering and Other Non-Profit Activities: • National Geographic Grosvenor Council Member • Member of International Federation of Photographic Art (FIAP) and the Photographic Society of America (PSA)