Deputy General Manager -Networks
Vodafone
مجموع سنوات الخبرة :23 years, 10 أشهر
Responsible for delivery of managed services for Network, OSS and Datacentre operations teams for the Vodafone Group datacenters across Europe. Governance and management of the project and delivery teams enabling optimum levels of performance to exceed customer expectations.
• Led project management and service delivery for complex network, datacentre and security projects for the Vodafone group projects in Europe
• Manage a large scale operations and delivery team across domains
• Own and manage the SLA and ensure contractual obligations with customers are met
• Managed entire IP service delivery connectivity services for both group network organization and enterprise across multiple teams - OSS applications, Datacentre, UC and IP Backbone configuration
• Ensure the quality of deliverables are meeting 100% right first time targets
• Leading high performance teams spread across geographies
• Drive Change review board meetings
• Manage the departmental budgets
• Own performance of the team and manage their annual appraisals and career development needs
• Manage resource utilization at optimum levels and monitor capacity to augment or reduce when required
• Resource and Stakeholder Management and vendor management
• Creation and presentation of KPIs Dashboards
• Review team performance and drive continuous improvement initiatives
• Risk and Issues Management
• Responsible to identify and improve performance of the operational processes
• Plan and test Business continuity procedures
• Responsible for process compliance towards data privacy, information security and SOX
Achievements
• Improved customer satisfaction scores from 7.5 to over 9 in 2 years. Exceeding targets every time
• Highest People survey scores within the technology group both in management and engagement indices
• Mentored several team members to achieve management cadres
• Winner of Special awards for achievement
• Nominated for Heroes award
• Achieved Information Security certification for all teams managed
• Conceptualized & Implemented a security check point process for connectivity requirements to Vodafone datacenters
Project management of complex enterprise projects in EUMA, APAC and NAM on various BT products including MPLS, internet, Unified communications. The key objective of the role was to ensure that projects are delivered on time, within budget and to specifications.
The Operations Support Lead, Business Process Centre as a member of the Business Process Centre team has the following responsibilities:
• Participate in and contribute to the governance of operational and service performance for the Business Process Centre
• Seek and promote opportunities for process improvement within the Business Process Centre
Role: Service Delivery -Program Manager, Nestle GLOBE,
• Responsible for Nestle customer implementation projects globally.
• Responsible to get the best quotations from the local Telco’s for new sites, upgrades, relocations for existing sites globally and presenting to the regional client markets.
• Maintain Order book and customer quote MIS reports.
• Present reports and project updates of ongoing projects in the region on weekly meetings with customer
• Co-ordinate with Infonet teams for equipment and configurations to ensure on time delivery.
• Account for any delays and customer complaints in project execution.
• Ensure end to end testing is successful before customer signs off the service.
• Liaise with the local customer, internal technical design teams, field engineers & configuration teams to ensure smooth delivery of service.
• Manage customer expectations in terms of project implementation timelines and costs.
• Allocate resources for project delivery.
Highlights:
• Implemented an online Service Delivery tool and put procedures in place to streamline Order management and project tracking, enabling all relevant stakeholders a central view of project status and project reports.
• The Nestle Quote closure performance time was reduced from 24.4 calendar days to 18 calendar days in first half of 2006-07
• AOA region had the best performance of 81% on time project closure rate in first half of 2006-07
• Cost optimization projects successfully completed for Portugal, Switzerland and Hungary.
Role: Service Management - British Airways & SWIFT
• Responsible to generate and present monthly Customer Reports including Availability reports, Outage Reports, Traffic Reports and Service Level Reports.
• To manage changes and to play an active part in escalation procedures.
• Working in conjunction with Field Ops engineering staff for problem resolution
• Analyze the operation of corporate network and to report on QoS, to submit and manage correction or improvement plans as and when necessary.
• To monitor service performance and track chronic cases and work towards improving the affected services.
• To manage failures and planned maintenance in order to minimize the impact on operational services
• To monitor and evaluate usage and traffic management services by production of reports documenting the network service levels, compared to the contractual SLA, checking the appropriateness of the services subscribed and their usage, and doing trend analysis.
• To be involved in the process of validating monthly customer billing.
Highlights:
•Implemented an action plan to bring down the number of chronic network connections for British Airways, one of Equant’s top 25 customers. In 3 months, 12 BA IPVPN sites were removed from the chronic list after implementation of chronic case management.
•SLA reporting accuracy for SWIFT was improved from 84% to 92%. Equant operates and manages over 1280 IPVPN sites for SWIFT worldwide.
•Change management procedure implemented for BA for proactive notifications for scheduled downtime.
•Service management achieved a rating of 4.4 out of 5 for Customer Satisfaction during the 1st half of 2005, an improvement of 25% over the previous 6 months.
•Daily proactive case management procedure implemented for BA which brought down the number of escalated cases by over 50%
•Achieved 100% rating for Team and Individual Goals set for the first half of 2005
•Nominated for Excellent Achievers award for Q3 and Q4 2005-06
Delivery of network connections for SITA customers. Transition management to offshore
57% Higher Second class