AVP - IT Service Delivery
First Abu Dhabi Bank
Total years of experience :27 years, 10 Months
- Senior management role responsible for supporting the delivery aspects in the IT department of FGB
- Serve as single point of contact for initial report of issues with the IT Delivery function.
- Ensure that the business units (Consumer Banking, Treasury & Global Markets) are serviced in the most effective manner possible.
- Accountable for performance of the delivery unit as per the Service Level Agreements with relevant business units (CBG, T&GM).
- Analyze and understand the needs of the business unit and deliver solutions - through changes to existing application systems, new systems, IT Infrastructure and support services
- Support efforts of the Head of Delivery to contribute to overall strategic planning for the IT department.
- Adhere to operating level agreements set by Head of Run the Bank.
- Deal directly with outsourced vendors and ensure performance of the vendor teams in accordance with the agreed SLAs
- Support the reporting on performance of all IT services and projects in the IT Delivery function.
- Co-ordinate with Head of Solution Groups to ensure effective balance between the cost of provision of services to users and service performance.
- Support the integration and co-ordination of service across various functions IT Delivery to meet the requirements of the business units.
- Support the development of business cases for investment in new IT solutions by providing implementation and operational plans along with cost information.
- Working with Senior Corporate Management and Business Unit CXOs to identify, deploy and operate business-related applications
- Develop strategic plans identifying IT applications to support business plans or create new strategic options
- Maintain the standards set by the CIO in FGB's IT systems
- Planning long-term technology roadmap in conjunction with the business Strategies
- Review monthly IT operational reports on all systems, networks, and the health of IT infrastructure in the assigned business unit and report to senior leadership of the business (at CXO level) the outcome and recommendations
- Support the management in maintaining the ISO 20000 certification.
Wells Fargo Bank, N.A., is the third largest bank in the United States of America. The bank has over 270, 000 employees and over 70 million customers globally. It is the world’s biggest bank by market capitalization.
- Having single point accountability for all IT Infrastructure related matters to Wells Fargo offices in India and Philippines. Develop and maintain effective working relationships with senior business mangers and Heads of Line of Businesses through regular direct contact.
- Ensuring delivery of the IT Infrastructure services for India based Wells Fargo offices, ensuring that the projects are approved and initiated as planned and delivered within agreed cost and timescales.
- To make decisions on short-term and strategic uses of technology within the development / product roadmap in consultation with the leadership team.
- Responsible for managing end-to-end successful delivery of a portfolio of business IT solutions.
- Provide strategic and tactical planning, implementation, evaluation, and coordination of the information and technology systems and IT operations in India.
- Driving Service Management to ensure the effective delivery of all IT systems and services into the business ensuring that relevant and achievable service levels are agreed with the business.
- Ensure that that the performance against service level objectives is reviewed with the business and escalations are managed.
- Working with Service Management and Supplier/Partner management for optimization of supplier relationship to support the business IT strategy, to deliver the services and products required and for financial planning of the business IT budget relating to Suppliers.
- Responsible for the IT Infrastructure budget outlay of USD 20 million.
- Driving and delivering the financial management of the IT budgets for the business area, ensuring it aligns with, and supports business strategy, based on customer needs.
- Partnering with India Regional infrastructure teams to develop and maintain infrastructure roadmaps and supports overall Asia infrastructure portfolio management.
- Develop, manage and maintain OLAs and SLAs among International Delivery, Technology Infrastructure Services and Technology Operations Group partners and vendors.
- Manage and maintain disaster recovery for all IT services within India region and ensure that they are aligned with Enterprise Business Continuity Plans
- Monitoring, control and manage service levels by the vendors and ensure strict adherence to Service Level Agreements (SLA).
- Adherence to the Enterprise IT procurement process and ensuring timely order and availability of IT equipments.
- Participation and support for both internal and external IT Audit processes
- Direct planning, scoping and delivery of the portfolio of IT projects and ensure that all solutions are delivered on time and on budget and aimed at realizing business value by applying best practices and techniques in project and change management.
- Formulate initiatives, establish priorities, forecasts demand of infrastructure services, secure funding, track and report costs transparently.
- Drive competency, practice and delivery improvements across all IT projects within the service line portfolio and accountable for directly managing a large group of delivery management staff, and their level of competency and productivity.
GE Healthcare Amersham, UK | www.ge.com
Technical Delivery Manager (Jul 2005 - Jun 2011)
GE Healthcare is part of US based General Electric (GE), which is a Fortune 500 company. GE Healthcare provides transformational medical technologies and services helping to deliver patient care to people around the world. The company provides medical imaging and information technologies, medical diagnostics, patient monitoring systems, drug discovery, biopharmaceutical manufacturing technologies and performance solutions services.
Responsibilities and Achievements:
- Took up the Project Management responsibility that evolved in to Program Management and Service Delivery
- Responsible for solution delivery of IT projects (both infrastructure and development) to the business
- Delivered solutions using Software as a Service (SaaS) model
- Managing Delivery excellence for all the projects in the engagement by defining the process definition, norm settings, project review meetings, score card analysis, defect metrics monitoring and planning corrective & preventive actions and earned value analysis for the projects.
- Successfully managed global teams with cross-functional resources
- Concurrent management of multiple projects
- Handled teams of 150+ resources
- Regular interaction with clients and other stake holders.
- Successful implementation of projects under tight deadline and severe constraints within the agreed time, cost and quality
- Other major responsibilities include development of project plan, customer interfacing, project tracking, budget and schedule forecasting, risk analysis, resource management, project execution, project monitoring and control, drafting of Service Level Agreements (SLA) in conjunction with company's legal team, compliance to quality processes.
Key Projects:
- PACS for NHS, UK
The scope of this multi-million dollar program includes several projects that include - deployment and maintenance contract for National Health Services in UK, procurement of hardware, deployment of application at the primary and secondary data centres, formulating disaster-recovery plan, integration of medical equipment with the application at more than 300 hospitals and maintenance of the above over a 10 year period. Solution delivery and setting up of a service structure is one of the key aspects of the contract. The contract for the above program had stringent clauses in the form of severe penalties for any breach of thresholds in the Service Level Agreement (SLA), both for deployment as well as for operations.
Revenue generated for the business: £ 450 million over a period of 10 years
Budget handled for this project: £ 2 million
- Centricity Healthcare applications - SaaS
Centricity suite of applications is a set of radiology and cardiology applications for use by hospitals of various sizes. The solution is being delivered to the clients using Software as a Service (SaaS) model.
The scope of the project involved setting up of a dedicated data centre, remote operations centre, drawing up of processes for Change / Release / Incident management (based on ITIL framework) and a setting up of a support team called Centricity Support Services to provide high availability and peak performance of systems through a variety of advanced resources.
Revenue generated for the business: £ 125 million
- European Data Centre Consolidation Programme
GE Healthcare's nine different data centres in Europe handling close to 3000 servers were consolidated into two strategic data centres in order to reduce the hardware footprint and licensing costs. The project involved several cross functional resources like Technical Architects, Network Engineers, System Administrators, Database Administrators, Application Support Engineers, Help Desk etc. This project was executed over a period of one year and that involved heavy client interaction due to the involvement of thousands of applications.
Cost Savings achieved by the project: £ 90 million per year
Glenigan is a British company that provides UK construction project sales leads, market analysis, forecasting and company intelligence.
Responsibilities and Achievements:
- Efficiently managed the development of a three-phased B-2-B website (glenigan.com) from conceptualisation to execution
- Responsible for a team of web developers, database administrators and graphic designers
- Fully responsible for all aspects of Project Management including feasibility assessment, development of project plan, gathering business requirements, relationship management with third parties, co-ordination with other departments (Sales, Marketing, Helpdesk etc), stakeholder communications, resource management, project monitoring and control.
Ramco Systems, India & UK | www.ramco.com
Systems Analyst (Jul 1996 - Nov 2003)
Ramco Systems is a software products and services provider based out of Chennai in India. Ramco Systems is a provider of Aviation Maintenance & Engineering (M&E) and Maintenance Repair & Overhaul (MRO) Software. The company's major products are Ramco VirtualWorks and Ramco Ondemand ERP.
Responsibilities and Achievements:
- Performed the role of Systems Analyst, Technical Team Lead, Developer and Database Administrator.
- Skillfully administered mission-critical and voluminous SQL Server Databases (versions 6.5, 7.0, 2000) for Ramco's ERP suite of applications.
- Worked as Technical Consultant with various clients of Ramco in United Kingdom.
- Actively involved in developing automated Test Pack and have extensive knowledge in Change Management and release processes.
- Effectively performed as a Team Leader for various Software Development projects in Microsoft Technologies (Visual C++, Visual Basic, ASP, SQL Server)
MBA at Durham Business School, UK