Manager IT Services
Redington
Total years of experience :0 years, 0 Months
Managed ITSM project in MEA
ITSM Projects:
•Efficiently managing ITSM contracts for corporate clients in MEA region.
•Initiating, formalizing, and managing the Service Level Agreements with the clients.
•Setting up support team - Candidate shortlisting, interviewing, selection and Induction.
•Facilitating required trainings and certifications for the field engineers.
•Managing smooth project transition from the client’s existing support team to Redington.
•Coordinating with internal and external stake holders for project transition and pilot sessions.
•Managing a fleet of 25+ engineers in MEA region for a smooth service delivery.
•Managing central ServiceDesk agents.
•Manage the Help Desk staff including performance evaluations, promotions, training, hiring and disciplinary responsibilities. And monitoring the team KPIs
•Conduct monthly Service Reviews with the clients.
•Manage a portfolio of projects and Continuous Service Improvement initiatives.
•Overall monitoring of the projects which includes transition management, SLA definition, internal training on the project KPIs and details, incident analysis, team performance analysis etc.
•Develop and distribute KPI reports monthly with clients.
•Single point of contact for all escalations & deliverables related to support services for MEA.
•Identifying the issues/problems and initiate Service Improvement Plans for corrective actions.
•Working with the incident management and problem management team for developing SIPs; monitoring the activities until successfully implemented and tested.
•Managing vendor in multiple regions (KSA, Lebanon, Tanzania, Uganda etc..) for extended support.
•Participating in vendor RFP, proposal review, contract negotiation and selection.
•KPI and SLA - setting, execution, monitoring and control.
•Aligning service delivery with ITIL process.
•Managing IT implementation projects for the named accounts.
•Risk Analysis - Risk forecasting and managing the risks and Issues.
•Management team member for SBU P&L analysis and cost control board.
•Perform monthly MIS reconciliation, analysis, and rectification.
ICT Projects:
Create, manage, monitor, and track programmatic and project tasks.
Conduct program reporting, project management and data analysis.
o Assess, plan, and implement special projects under the direction of the Program Manager.
o Project documentation and summary preparation.
o Updates, checks, and completes records, forms and documents for Field Engineers.
o Conduct data analysis and create reports and spreadsheets in excel based on project needs in order to track program benchmarks and make recommendations for change.
Point of contact for staff collaboration for cross departmental and programmatic staff and tasks.
Provide administrative support related to the overall management of the project.
Conduct regular status update meetings with the stakeholders.
Conduct sight acceptance meeting and acquire required sign-off from customer.
in forecasting, monitoring, and reporting on suppliers, along with responsibility for driving strategic projects to achieve business objectives.
•Developing a product offering based upon benchmark analysis, customer data, and industry knowledge.
•Responsible in on-boarding new vendors.
•Participated in conducting pricing and ROI analysis and making recommendations for initiatives that optimize profit margin.
•Monitoring Contractual Agreements.
•Manage communications with vendors and facilitate various relationship governance meetings.
•Develop vendor scorecards and dashboards for presenting results and maintain/enhance tools for use in vendor and asset management.
(Specialized in
MBA in Project Managment