Assistant Director - IT Service Management
New York University Abu Dhabi
Total years of experience :18 years, 10 Months
Day to day management of the IT Service Management team to deliver IT services to the university community including faculty, staff, researchers, students, and residents
Act as the focal point between IT and the university community via feedback channels such as the annual IT survey and representing IT at organization committees
Conduct proactive relationship management with core users groups; soliciting feedback and ownership for resolution of any issues or escalations
Own and manage the IT Service Portfolio
Implement and manage multiple ITIL processes
Manage and evaluate multiple vendors providing managed IT services to the university
Own and manage Service Level Agreements with providers of IT services based out of New York University in New York.
Manage all communications from IT to the university community
Manage and mentor a matrix team of 20 staff including four team leaders across three teams in the IT department including the IT Service Desk, Desktop Support and Corporate Contact Centre.
Report to the Director of IT Operations on the implementation and maintenance of ITSM functions such as Incident Management, Change Management and Problem Management across the IT department.
Maintain SLAs with vendors and OLAs within IT teams to ensure service levels are achieved and constantly improved.
Compose and implement Service Improvement Plans to improve first-point resolution, reduce MTTR, and ensure high levels of customer satisfaction.
Project Manage medium-sized projects in excess of AED 3 million.
Lead the RFP process to outsource six key functions of the IT department that considered proposals from six IT Solutions Providers within the UAE.
Continue to devise new - and review existing - service agreements between the Contact Centre and service owners to ensure department‟s requirements are satisfied and a high level of quality is maintained across all services.
Establish and manage multiple software and hardware vendors in line with SLAs.
Managing and rostering a team of 15 Service Desk Operators of the National Service Desk to ensure sufficient staff coverage 7 days a week, 365 days a year.
Acting manager of Operations Team involving management of 12 operators, ensuring 24/7 coverage, 365 days a year and chairing the weekly Change Advisory Board Meeting to approve or reject IT Changes.
Reporting to the Service Manager on major incidents, call targets, call statistics, staff statistics, staff achievements, and call trends.
Proactively build and maintain strong relationships and communication with IT customers and key stakeholders, ensuring clear communication of the status of service related issues and to obtain feedback concerning IT performance.
Managing the escalation of Severity 1 mission critical incidents and working with support teams on communicating updates to customers nationally.
Build, maintain and manage relationships with business units, vendors and other departments within.
Liaising with 2nd and 3rd level support teams on major incidents, changes, problems and known errors.
Performing trend analyses of repeat incidents to determine root causes and propose recommendations regarding the implementation of permanent solutions.
Reduced incoming calls by 13% in 2006 by process changes, trend analysis, and working with support teams to identify root cause of incidents.
Improved first point call resolution through liaising with 2nd level support on call closure techniques using Infra Enterprise (Incident Management System).
Ensured IT Service Desk and Operations teams were constantly performing within their KPIs.
Ensured continual service coverage when Operations team was scaled down on weekends by transferring responsibilities to Service Desk team.
Awarded the David Jones CEO Special Achievement Award in 2007 and 2008.
Major: Business Information Systems and Electronic Commerce. Graduated with credit average. Involvement in Student Mentoring Program