senior service delivery Manager
ERTIQA manage services
Total years of experience :21 years, 2 Months
- Define and design IT Operation business process based on ITIL best practices, ISO 20000 and COBIT 19
- Leading delivery teams (service desk analyst, L1& L2 remote technical and onsite technical team.
- Maintain high performing service support and improvement functions including Projects planning and services delivery.
- Accountable for the Quality of deliverables & Team performance, defining and monitoring Team KPIS.
- Manage service availability, restoration, preventative &corrective action plans, monitoring, major incident response, problems
and change control. (Proactive technical thinking).
- Ensures that effective capacity, performance & availability management processes are operating across the IT services end to end
based on service transition best practice.
- Managing projects and delivery budget planning.
- Act as Business Relation Manager, manage stakeholders’ expectations and analyze business direction aligned with organization
strategy, discussing challenging and future opportunities.
- Work cross-functionally to ensure that SLM align into end-to-end based on SLR and customer commitments,
- Act as technical project manager specially in infrastructure projects and end to end service improvement.
- Insights gained from issues, change & problems are fed back into technical delivery teams to develop and improve IT Services
based on CSI life cycle and provide long term solutions or fixes make sure the knowledge base is updated and maintained.
- Sharing weekly and monthly report to high level management explained services and entire delivery function KPIs, as well
InProgress and future projects.
- Setup, manage and maintenance of IT infrastructure, (Cisco APs, managed switches, FORTIGATE firewall and other passive network components includes on premise LMS servers and contents.
- Manage LMS accounts for teachers and students as well new Business Unites.
- Ensuring IT assets are managed responsibly and utilized effectively monitoring and controlling via MDM.
- Responsible for administrating one of the largest LMS platform System over UAE ALQUAA areas schools.
- Act, function and support as a technical lead for around 5000 end-users (staff, teachers’ students and parents).
- Installs and configures Windows 10 Devices and Chrome devices Administration (L2) & troubleshooting.
- Follows operating procedures and utilizes established support tools for analysis and reporting requirements.
- Executes a planned program of virus updates, patch and service pack management, including testing.
- Perform duties such as Setting up G-Suite Mailboxes, Device Enrollments / Mailbox Restorations /end-user devices Setup,
Configuration and Administration.
- manage service performance end to end service level assurance, provide the tooling & environment for effective service
management across the function.
- Leading demand Management of IT services and assure change projects & initiative across Service Delivery & Operations.
- Accountable for the Service of quality & performance, defining and monitoring services KPIS.
- monitoring and tracking IT Assets, ensuring future demand from growth and projects is understood and factored into capacity
plans process.
- Eensures that effective capacity, performance & availability management processes are operating across the IT services end to
end based on service transition best practice.
- Monitoring and managing ITSM tool(s) that support end to end service delivery management aligned with ITIL best practise.
- Maintain high performing service support and improvement functions including IT Service Desk, and VIP Support.
- Responsibility for monitoring incidents, requests was raised withing SLA, OLA agreed.
- Provide support and training required to end users during solution delivery.
- Managing vendors and suppliers, Monitor Performance within agreed SLA.
- Sharing weekly basis reports to respective managers and leads based on KPI defined.
- Defining and designing Operation process, operating model based on ITIL best practices & ISO20000 standard.
- Manage the IT Services Design, transition, operation and delivery of IT Service Portfolio & Catalogue.
- Monitor and manage service performance end to end service level assurance, provide the tooling & environment for effective
service management across the function.
- Manage service availability, restoration, preventative &corrective action plans, monitoring, major incident response, problems
and change control.
- Manage the demand for IT services and assure change projects & initiative across Service Delivery & Operations.
- Define and agree clear business-based targets for the IT services and ensure that delivery of services id properly assessed, monitored, and
managed against these targets during approved SLA and agreed OLA.
- Work cross-functionally to ensure that SLM align into end-to-end based on SLR and customer commitments.
- Ensure that service performance data KPIs are collected, analysed, and reported to provide insights into service performance to aid decision
making.
- Managing & monitoring the 3Dimantions of Scope PPT includes products and services, processes, value chains, teams and individuals,
suppliers & partners in the domain of IT services.
- Insights gained from issues, change & problems are fed back into technical delivery teams to develop and improve IT Services based on CSI life
cycle and provide long term solutions or fixes make sure the knowledge base is updated and maintained.
- Eensures that effective capacity, performance & availability management processes are operating across the IT services end to end based on
service transition best practise.
- Responsible for the IT function risk assessment & mitigation management and compliance processes to ensure that IT service risks are
managed, and compliance requirements met across all teams and services.
- Monitoring and managing ITSM tool(s) that support end to end service delivery management aligned with ITIL best practise.
- Maintain high performing service support and improvement functions including IT Service Desk, and VIP Support.
- Accountable for the Quality of Service & Team performance, defining and monitoring Team KPIS.
- Owner of the escalation process aligned with all IT Teams & stakeholders.
- Champion Service and Support in projects, developing a strong understanding of projects affecting service area and ensuring
service impact is minimized and agreed.
- Managing vendors and suppliers, Monitor Performance within agreed SLA.
- Leading IT projects coordinators and teams delivering IT projects and services efficiency based on PMBOK framework.
- Managing, monitoring and tracking IT Assets, Ensuring future demand from growth and projects is understood and factored into
capacity plans process.
- Leading Service Desk team and Filed Engineers. (25 SD Remote Engineers - 140 Field engineers - 6 Technical Team leads)
- Analyze functional requirements and collect all requirements and document processes, Preparing FWA.
- Develop project plans for business and ensure appropriate implementation of plans.
- Provide support and training required to end users during solution delivery.
- Analyze business for clients and manage all customer expectations.
- Maintaining good relationships with clients so that the business can maximize the value of those relationships.
- Maintain regular meeting with customers for collecting IT requirements as business analyst
- Effectively deliver/manage Staff Management including mentoring, training, target setting and performance assessment.
- IT Head of Operation
- IT Project Manager
IT Service Delivery Manager
IT Project Manager
Network & System Engineer
Datacenter Team Leader
Business Administration and information system
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