Service Delivery Manager
De La Rue
Total years of experience :20 years, 11 Months
Holding the role of Service Delivery Manager on 2 Government Contracts in Qatar and Oman within a Managed Service Provider environment providing Live GRS (Government Revenue Solutions) Services for the General Tax Authority (GTA) in Qatar and Oman Tax Authority (OTA) In Sultanate of Oman.
• Working as the primary interface and point of escalation between the DLR Organization and the Customers ensuring a high level of service is delivered aligned to the contractual requirements and within ITIL processes.
• Monitoring contractual Service Levels and working with the wider GRS support organization resulting in Service Levels met or exceeded.
• Generating and delivering high quality and accurate Monthly Service Management and Weekly Operation Reports and conducting weekly meetings with Senior Customer’s Representatives.
• Liaising and working with the internal teams (PMO, Account Management, Technical Resolution, Software Development, Product, Supply Chain, Finance) to manage the resolutions of escalated incidents, and delivery and Implementation of new CSIs, Changes requests, Processes and Solutions Projects.
• Maintaining excellent customer relationships at a strategic and operational level which has led to a high level of trust and customer satisfaction.
• Developed relationships and coordinated communication flow and provided support for all stakeholders within both contracts (Tax Authority, Customs, Importers, Manufacturers...)
• Taking ultimate responsibility for ownership of all customer's incidents or logged service requests; and managing critical escalations. Tracking the incidents to a conclusion in line with SLAs and quality standards
Overseeing project installation of Physical Security Systems & integration with 3rd party Systems
Creating Design documentation CD, HLD and LLD, rectifying client comments and fulfilling their
requirement for all phases of the projects.
Coordinating between client and vendor on resolving all design incompatibilities & discrepancies
Leading a team of 10 Commissioning Engineers & following up with them on all projects activities
Handling the company IT department with emphasis on digital transformation planning (HRMS
and ERP systems, IT Service Management, Procedure and Policies.
Project/Client:
QAF Project/Meeza, GAP, Qatar Armed Forces: Installation of Physical security systems: Bosch (CCTV, ACS, PAVA), Shneider BMS and Integration of TIMS (Training Information Management System) with Security systems and BMS
HIA Project/HIA, HILLDAR, TAV Tech: Migration of Access Control Systems from UTC FCWNX to CEM AC2000 and Integration with Morpho, Ipsotek UTC VSC..
Kahrama Project/Kahramaa: Migration of Access Control Systems from UTC FCWNX to Lenel OG 8.0
FAR POC/Military Police: POC installation of NEC Facial Recognition and testing with CCTV system
CMVR POC/Qatar Airways: POC installation of Eagle Eye Cloud managed video recording
Led the design and implementation of ServiceNow’s ITSM solution projects, including workflows in support of incident and problem management, change management, request fulfillment, service catalog, knowledge management and configuration management processes using ServiceNow and PMI best practices and standards.
Project/Client:
1. ITSM Project/Doha Institute: Implementation, customization and integration of ServiceNow ITSM
2. HR System/Sidra Medical Center: Implementation and integration of ServiceNow HR Module
Played key role in the Pre-sales by delivering demos, preparing presentations, RFPs and POCs
Effectively addressed client issues/demands related to ServiceNow ITSM solutions.
Provided subject matter expertise as technical product advocate within the ServiceNow ITSM platform.
Implemented and executed stakeholder management and communication plans. Maintained, managed and
escalated project issues including change control.
Conducted requirement gathering workshops, Interviewed business users and worked closely with stakeholders
to understand their business requirements.
Managed projects deliverables, coordinating with on and off-shore teams and providing support and guidance.
Prepared reports and correspondence concerning project specifications, schedule, activities and status.
Prepared BRD to determine feasibility of design and translated requirements into functional outcomes.
Oversaw the integration between ServiceNow ITSM and Business related applications
Conducted user acceptance testing to ensure that developed systems satisfied the needs of business clients
Produced and maintained detailed system documentation including system architectures, design specs,
deployment, and testing, etc.
Held responsible for leading and directing the operation and service management of client’s and contractor’s IT department in mega construction projects, covering all IT related functions and processes from end to end, with an average IT budget of 30 Million QAR and serving an average of 1000 end users and 3000+ assets.
Client/Project/value:
(QATAR RAIL/Qatar Rail Major Stations/3.5 Billion QAR, MAWANE/Doha New Port Project/1.5 Billion QAR,
BARWA/Barwa Commercial Avenue/8 billion QAR, QATAR GAS/ Qatar Gas Expansion 2/3 Billion QAR)
IT Operations / Service Management:
Implemented and monitored IT Service Management System including Service desk, Incident, Problem,
Change, Release, Knowledge and Configuration Management based on ITIL v3 best practices.
Performed Day-to-day operation management of IT department, Data Centers, networking & Security systems.
Effectively prevented cybersecurity threats, attacks and vulnerabilities at end users and backbone levels.
Mitigated downtime while ensuring 99.9% of high availability, integrity and confidentiality of IT systems.
Formulated and tested of risk assessment and disaster recovery plans covering all IT functions.
Improved resource utilization by 20 -30% with efficient asset and capacity management practices.
Developed data management including filing structure, data security, backup, restore and archiving processes.
IT Management / Governance:
Practiced IT Governance (Cobit5) to generate short/long-term strategic plans, policies, procedures.
Prepared IT budgets, procured all IT Hardware/Software and managed SLAs and vendor/client relationships
Successful complied with yearly (Bureau VERITAS) audit ISO9001:2015 Quality Management standard.
Oversaw and supported the company ERP system: HRMS, Payroll, Procurement, Accounting, Store.
Handled the document control department and EDMS system with requirements compliance in storing,
updating, and distributing Engineering/QAQC documents and client/contractor correspondences.
3/3
Successfully led a team of 45 engineers and technicians resulting in continual increase of productivity and high
client satisfaction.
Infrastructure Projects Management:
Successfully led the design and execution of multiple IT Infrastructure projects including (Data Centers,
Systems Integration, Networks, Servers, Virtualization, IT Security, Storage, and Business Applications).
Provided senior-level technical consultations and support for the Infrastructure team.
Prepared projects IT budget, procured all IT Hardware/Software, approved and managed SLAs and contracts,
and worked on saving more than 30% of cost through aggressive negotiation with suppliers, and provided
alternative and effective solutions.
* Developed and executed efficient data management strategy, including filing structure, information security,
policies, backup, restore and archive processes.
* Evaluated threats, attacks and vulnerabilities, monitored security systems and appliances and applied security
standards, policies for end users and backbone network.
* Mitigated network downtime and reduced systems failure by 99% by formulating and testing risk assessment
and disaster recovery plans that covers all aspects of IT systems i.e. Creating testing environments, redundant
network links, fault tolerance and load balancing, power distribution ..
* Successfully complied with regular internal and external (Bureau VERITAS) audits by implementing IT
Quality Management System (QMS) as part of ISO9001:2015 most recognized standard.
* Maintained an updated and accurate documentation of all critical IT functions including network design
documents, procedures, manuals, configurations, logs, data and security matrices, information management
plan, team job functions.
* Improved resource utilization by 25% by establishing asset management and inventory control practices to
track technological assets and consumables from time of purchase until disposal.
* Applied COBIT 5 and ITIL v3 frameworks to enhance internal customer satisfaction by identifying their IT
service needs, implementing SLA's for support functions, and creating a customer service oriented culture
within the IT department.
* Provided leadership, conducted training and assessing performance for a team of 45 IT/Network Engineers,
support specialists, Systems/Database administrators and Document Controllers by setting performance goals
and objectives resulting in continual increase of productivity and high client satisfaction.
Coordinated on provision of daily IT requirements like user management, maintaining servers, applications,
local area networks, data control, IT security and telecommunications
Provided support for the Active directory, global catalogues, replication, users and groups (800).
Sustained and oversaw critical services infrastructure including ISA Servers, DNS, DHCP, WINS, WSUS,
Backup Exec and PBX Phone System.
Managed the sourcing of IT hardware, software and maintenance services.
Troubleshot and maintained multiple OS and hardware environments.
Liaised with third party to maintain SUN Servers and ISDN Line
courses: 5 Foundation - Project Management Professional PMP*(Cert of Ach. Exam scheduled) - IT Infrastructure Library ITIL v3 Foundation (ITIL Expert ongoing)- Cisco Certified Network Professional/Associate CCNP/CCNA - Microsoft Certified System Engineer/Administrator MCSE/MCSA TRAININGS: Project management – ITIL v3 Practitioner - Cost Management - Risk Management - Leadership and management -