Business Skills Program Manager
Global Knowledge
Total years of experience :18 years, 2 Months
Team Management
- Interview, select and build the business skills team
- Manage the team capacity based on the business demand
- Develop the team competencies considering business needs
- Assign tasks to the team members covering the different program domains across the EMEA countries
- Perform Train The Trainer sessions for new comers
- Perform appraisals and regular assessments to guarantee quality team performance
Business Management
- Project management and ITIL training delivery
- Develop business plans exercising formal change control when needed
- Analyze financials and act to optimize costs and increase the business ROI
- Develop KPIs and CSFs to control the performance of the program
- Create statistics to underpin the decision making process
- Conduct focus groups to address emerged business opportunities and exploit them
- Research and decide on the feasibility of enriching the portfolio with new courses
- Monitor the quality of the whole program and make the necessary changes
- Design and develop curriculum for new courses
- Coach peers and subordinates for management training
- Deliver instructor-led and virtual classes applying different training techniques.
- Perform Training Need Analysis “TNA” and develop the necessary training plans
- Design supplementary materials based on customized customer needs
- Conduct instructor-led classroom as well as virtual training and workshops
- Enrich the training with quizzes, small group discussions, case studies, Q&A sessions, role playing, participant control and demonstrations
- Provide guidance to students in different spheres of training and assist students in choosing the right career path
- Support students’ interest by supplying post-course materials like course summaries and evaluations
- Prepare reports on students’ progress pre and post the course(s)
- Assist in evaluating and rationalizing training program proposals and bids
- Produce a coherent business development and continual improvement initiatives
IT Project Management:
- Liaised business relationships with vendors, partners, suppliers and the internal business functions.
- Developed metrics and measurements approaches to control projects progress
- Run projects using specific project management tools and also enterprise-wide tools (MS Project Portfolio Server)
- Managed simultaneous execution of projects under one program
- Managed risks and issues related to scope, schedule, cost, resources and quality.
Regional Implementations
- Collected and analyzed regional needs for local and regional IT solutions.
- Coordinated with the solutions regional center and with the Canada, Latin America, Africa and the Middle East business partners, vendors and suppliers
- Performed QA\QC full processes and developing testing scenarios
- Ensured transition processes correspond to the organization's management architecture
- Produced controls and disciplines throughout the lifecycle to facilitate an efficient transition of changes and releases
- Managed the Early Life Support stage prior to the complete roll-out
- Performed Post Implementation Review “PIR” and handled customer feedback, complains and inquiries.
Operations Management
- Developed gap analysis tools and develop mitigation plans
- Designed and managed the implementation of the service desk processes and procedures.
- Developed services catalogues, user and administrator manuals for all IT services
- Analyzed the service desk performance through KPIs and dashboards and identified areas of improvements.
IT Governance and Compliance
- Acted as an Information Security Officer “ISO” and managed the internal and external audit preparation.
- Completed a Compliance Risk Profile for BT Targets utilizing the IPRM (Information Protection and Risk Management) system including applications, deployments and services
- Conducted awareness sessions for all functions and business units about the Business Continuity and Disaster Recovery plans with the use of balanced scorecards
- Developed Business Impact Analysis “BIA” and Risk Assessments “RA” for the corporate critical systems.
- Managed the compliance with SOX and HIPAA standards.
- Managed the deployment, monitoring, maintenance, development, upgrade and support of the integrated Hospital Management Information System (RcareMagnum)
- Oversaw the administration and continuous operation of the ERP system
- Managed all changes through all phases of the change management process
- Maintained the compliance of the hospital policies and regulations while effectively managing all stakeholders’ expectations
- Analyzed and made recommendations for the improvement and growth of the IT infrastructure and IT Systems.
- Planned for and delivered training for end users.
9 month program diploma studying Oracle DBA, UNIX and LINUX Administration
- Delivered Cisco Certified Network Associate (CCNA) courses
- Delivered Cisco Intrusion Detection\Prevention Systems (IDS\IPS) courses
- Implemented live labs by CiscoWorks LAN Management Solution
Computer Science