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Faisal Mohamed, SERVICE DELIVERY MANAGER

Faisal Mohamed

SERVICE DELIVERY MANAGER·SOCIETE GENERALE,

United Arab Emirates

Diploma, Buisness Administration

Work experience

Total years of experience: 15 years, 0 months

SERVICE DELIVERY MANAGER

November 2024 - January 2025

SOCIETE GENERALE,

Bengaluru, India

November 2024 - January 2025

Steered Infrastructure and Data Center changes across Europe and India spanning several LOBs such as retail, investor solution, insurance, mobility, corporate functions, and digital services

• Supported integration and operational teams for a safe go live of transformation projects
• Facilitated infrastructure upgrades and resiliency tests; Assessed impact in line with business requirements
• Enforced derogation during market turmoil and vigilance across various change models
• Liaised with Change Management to review critical changes; Standardized no risk changes
Company industry:
Banking

SERVICE DELIVERY MANAGER

January 2021 - October 2023

CGI

Bengaluru, India

January 2021 - October 2023

Oversaw infrastructure services delivery as per contractual scope and IBA including Wintel / VMWare / Citrix /
Database / Network / Backup & Storage, and Service management for a Canadian Trade consultant through a 30 FTE
across 2 regions (India, Canada) with an ACV of 6.5 million CAD
• Primary point of escalations for major incidents, RCAs, and priority requests; Drove business critical changes
• Held service level reviews depicting availability and downtime; connected regularly with operations fostering
one team synergy and nurturing relation with customer
• Delivered projects for data center migration, infra setup/decomm, OS/HW upgrades, and knowledge transfer
• Managed risks and remediated vulnerabilities on to maintain secure environment
• Governed OS patching (1K+ servers) and agents for system health check (bladelogic, AV, Backup, Flexera, Zabbix)
• Established delivery quality through high OSAP (avg 9); Spearheaded process improvements in a PDCA manner
• Conducted disaster recovery drills and addressed key learnings; Contributed to CMDB accuracy integration
• Setup patching calendar for the entire year across the estate; Assess production readiness before transition
• Generated additional revenue outside BAU (T&M) and assisted in financial reporting of rendered services;
Planned on call availability for critical deliverables
Company industry:
IT Services

ITSM LEAD

January 2017 - January 2021

CGI

Bengaluru, India

January 2017 - January 2021

Directed a team of 20 service managers to provide Incident/Problem Management (400+ tickets p/m) services for a
Canadian Telco (infrastructure and applications for mobility, call centers, field services, billing, media, POS, etc) in a
24x7 setup. Oversaw daily operations; Orchestrated major incidents, RCAs, and continuous improvement programs
• Navigated operations with stakeholders through regular meetings
• Delivered major service improvement project covering people, process, and tools; Automated major outages
workflow through an inhouse developed solution and reduced MTTR by 20%
• Reduced lower priority incidents volume by 15-20% through monitoring refinements and resolving pain points
• Controlled project costs in line with budget; Forecasted volumes and planned optimal delivery during peak sales
• Achieved optimal OPEX utilization (85%) based on capacity and availability targets
• Transformed ITSM knowledge component into a centralized tool; Designed surveys to gauge CSAT
• Authored playbooks, SOPs, and program strategy handbooks
• Atained consistent compliance as per internal audits; Developed auditing templates for KPIs
• Developed skillset and competencies for service management; Mentored and built high performing teams
• Set conclusive KPIs and goals; Measured performance biannually and executed development plans
• Rostered staffing for adequate coverage; Administrated member onboarding and integration
Company industry:
IT Services

PROBLEM MANAGER

October 2015 - January 2017

MEEZA

Doha, Qatar

October 2015 - January 2017

Process manager for one of Qatars leading MSPs; Managed end to end problem life cycle for Qatar Foundation and
other clients; Identified root cause of incidents and implemented corrective and preventive measures
• Implemented process as per ISO 20000 standards; achieved compliance through internal and external audits
• Assessed process maturity through SWOT analysis; Delivered workshops for support teams to elucidate strategic
value of Problem Management
• Developed reporting structure and dashboards; Optimized reporting through SAP Westbury BI
Company industry:
IT Services

MAJOR INCIDENT MANAGER

October 2011 - January 2015

CGI

Bengaluru, India

October 2011 - January 2015

Directed efforts in restoring services within SLA for a Canadian Telecom leader; Demonstrated bridge leadership and
issued communication to all stakeholders
• Assessed impact by understanding service architecture flow; Represented service owner in non critical scenarios
• Helmed post incident reviews; analyzed paterns and gaps between IM and its interfaces in line with CSI
• Identified fault paterns triggering relevant processes; developed communication templates
• Approved playbooks as per established scope of engagement; Reported KPIs and non-confidential reports
Company industry:
IT Services

CUSTOMER SUPPORT ENGINEER

January 2010 - January 2011

AL-BARAKA ISLAMIC BANK,

Manama, Bahrain

January 2010 - January 2011

Company industry:
Banking

IT SUPPORT ANALYST

October 2008 - November 2009

ALCATEL-LUCENT,

Bengaluru, India

October 2008 - November 2009

Company industry:
Telecommunications

TECHNICAL SUPPORT EXECUTIVE

January 2007 - January 2008

CLI3L

Bengaluru, India

January 2007 - January 2008

Company industry:
IT Services

Education

University of Wales

January 2011

January 2011

Diploma, Buisness Administration

India

GPA (percentage): 60%

GPA (percentage): 60%

Post Graduate Diploma in Buisness Administration
View attachment

Misr International University

July 2006

July 2006

Bachelor's degree, Computer Science

Egypt

GPA (point): 3 out of 4

GPA (point): 3 out of 4

Completed Computer Science program in association with University of Nottingham for the graduation project.
View attachment

Skills

Project Management
Expert
Project Management
Expert
Risk Assessment
Expert
Risk Assessment
Expert
IT Project Management
Expert
IT Project Management
Expert
Data Center
Expert
Data Center
Expert
Service Delivery
Expert
Service Delivery
Expert
IT Governance
Expert
IT Governance
Expert
IT Service Management
Expert
IT Service Management
Expert
BUSINESS CONTINUITY
Intermediate
BUSINESS CONTINUITY
Intermediate
AUDITING
Intermediate
AUDITING
Intermediate
CULTURAL DIVERSITY
Intermediate
CULTURAL DIVERSITY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE IMPROVEMENT
Intermediate
SERVICE IMPROVEMENT
Intermediate
IT INFRASTRUCTURE
Intermediate
IT INFRASTRUCTURE
Intermediate
SERVICE MANAGEMENT
Intermediate
SERVICE MANAGEMENT
Intermediate
SERVICE IMPROVEMENT
Intermediate
SERVICE IMPROVEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
PROJECT RISK MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PROJECT MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
PEOPLE MANAGEMENT
Intermediate
Problem Management
Expert
Problem Management
Expert
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
INFORMATION TECHNOLOGY OPERATIONS
Intermediate
CLIENT SERVICES
Intermediate
CLIENT SERVICES
Intermediate
COMPLIANCE REPORTING
Intermediate
COMPLIANCE REPORTING
Intermediate
CLOUD COMPUTING
Intermediate
CLOUD COMPUTING
Intermediate
PROBLEM SOLVING
Intermediate
PROBLEM SOLVING
Intermediate
IT SERVICE MANAGEMENT
Intermediate
IT SERVICE MANAGEMENT
Intermediate
QUALITY CONTROL
Intermediate
QUALITY CONTROL
Intermediate
IT Infrastructure Management
Intermediate
IT Infrastructure Management
Intermediate
Incident Management
Expert
Incident Management
Expert
SURVEYS
Expert
SURVEYS
Expert
AUTOMATION
Expert
AUTOMATION
Expert
GRC
Intermediate
GRC
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
Cloud
Intermediate
Cloud
Intermediate
BUSINESS EXCELLENCE
Expert
BUSINESS EXCELLENCE
Expert
Service Delivery
Expert
Service Delivery
Expert
Service Transition
Intermediate
Service Transition
Intermediate
DR and BCP
Intermediate
DR and BCP
Intermediate
Project Management
Intermediate
Project Management
Intermediate
Change Management
Expert
Change Management
Expert
People Managament
Intermediate
People Managament
Intermediate
OPERATIONS
Expert
OPERATIONS
Expert
MICROSOFT EXCEL
Expert
MICROSOFT EXCEL
Expert
PROBLEM MANAGEMENT
Expert
PROBLEM MANAGEMENT
Expert
JIRA
Intermediate
JIRA
Intermediate
Risk Assessment
Expert
Risk Assessment
Expert
IT Project Management
Expert
IT Project Management
Expert
Data Center
Expert
Data Center
Expert
IT Governance
Expert
IT Governance
Expert
IT Service Management
Expert
IT Service Management
Expert

Social profiles

Personal Website
Personal Website
linkedin.com/in/faisal-mas/

Languages

Arabic

Expert

English

Expert

Urdu

Native Speaker

Hindi

Beginner

Training and Certifications

Certifications
ISO 20000 Foundation Bachelor of Computer Science Microsoft Azure Fundamentals
ITIL V4, Service Operation, Service Transition
PRINCE II Practitioner (7th edition) P.G Diploma in
ITIL V4, Service Operation, Service Transition Bachelor of Computer Science ISO 20000 Foundation
Microsoft Azure Fundamentals
ISO 20000 Foundation
Sep 2016
Show credentials
ITIL Service Transition
Oct 2019
Show credentials
Microsoft Azure Fundamentals
Nov 2023
Show credentials
ITIL Service Operations
May 2015
Show credentials
PRINCE 2 Practitioner
Apr 2025 - Apr 2028
Show credentials
ITIL 4
Sep 2020
Show credentials

Recommendations

Mohamed Ismail Buhari Mohamed Mohaideen

Jun 2014

Jun 2014

IT Engineer•Colleague

Faisal Mohamed is good at handling incidents with High priority. Naturally he organizes the incidents based on the critical of it and tracks it till closure. He is excellent with handling multiple teams at a time and works well under pressure. He was a best colleague and excellent to work with. My heartfelt wishes for his future endeavors.

Maria Joseph NONE

Jun 2014

Jun 2014

Lead Analyst•Manager

Faisal has been a fabulous team player. I found him to be consistently pleasant, tackling all assignments with dedication and a smile. He has distinguished himself as a conscientious and energetic pioneer in the fields of service level management. I have enormous respect for his leadership skills, and have been pleased to work with him.

Hobbies and interests

Sports, Outdoor Activities

Key Contribution Award for superior delivery – May 2022 “We Care” recognition for quality service – December 2020; On spot “Applauds” for living up to CGI values Zeta Silver Award for exceptional recognition – January 2020 CORONA award for the most successful team India BU – Q3 2012