Service Delivery Manager
Gulf Business Machines
Total years of experience :20 years, 9 Months
• Overseeing the service delivery team including ServiceDesk, Technical support, Infrastructure, Security, NOC, and SOC.
• Analyzing and providing IT solutions with related budgets.
• Managing team performance and customer service, customer needs and satisfaction.
• Recording service delivery performance.
• Implementing service delivery upgrades and implementing improvement activities.
• Improving customer relationship management procedures
• Analyze, updating internal and external service-related processes, policies, and procedures.
• Assessing and managing third-party provided services.
• Defining customer expectations to determine the optimal service.
• Collaborating with technical design teams to prepare for future demands.
• Leading project planning sessions and handling annual budget and ensure cost effectiveness.
• Manage information technology Infrastructure, Security, and computer systems.
• Plan, organize, control, Audit and evaluate IT data operations.
• Manage IT staff by recruiting, training, expectations, and appraising their performance.
• Design, develop, implement, and coordinate systems, policies, and procedures.
• Act in alignment with user needs and system functionality to contribute to organizational policy.
• Identify problematic areas and implement strategic solutions in time.
• Analyzes technology requirements and develops functional specifications.
• Manage, work collaboratively with infrastructure and application teams to help ensure the stable operation, reliability, and security of datacenter and property-based infrastructure.
• Managing Development, Sales, and support teams.
• Business continuity planning to offices and staff in multiple operating, business, and functional units.
• Maintaining documentation of changes regarding users, functions & systems.
• Work with business stakeholders to define business and systems requirements for innovative technologies.
Manage, work collaboratively with infrastructure and application teams to help ensure the stable operation, reliability, and security of datacenter and property based infrastructure.
Responsibilities:
• Managing Microsoft and non-Microsoft systems.
• Manage a support team for all of the services that comprise the environment systems through proactive monitoring and standard operating procedures.
• Provide direction and clear, tactical and strategic goals for the Operations and network teams to articulate system stability status and recommend operational improvements
• Develops relationships with external clients and organisations to assess their technology, support, and security needs
• Provides client assessments, and pitches IT equipment and service packages.
• Offers innovative solutions that meet clients needs while remaining cost effective.
• Manages projects by creating timelines, adhering to budgets, and assigning staff members.
• Establishes client and sales goals, and tracks progress and other metrics.
• Maintains relationships with technology, software, and security vendors.
• Manages and assesses the performance of staff members who specialise in support, sales, and installation.
• Identifies staffing needs and works with human resources colleagues to pursue the hiring process.
• Specializes in IT needs and demands.
• Coordinates troubleshooting, support, and service for equipment and networks when necessary
• Upholds a sense of customer service and measures client satisfaction.
• Attends industry events and trade exhibitions to learn about cutting edge product releases and news
Manage an IT team (12 staff) to support the process of developing short and long-term IT strategy, roadmaps, guidelines, policies, annual IT plan and IT budget to ensure that IT strategy is aligned to the overall company strategy and objectives.
Responsibilities:
• Organize and supervise the activities and work of subordinates to ensure that all work within IT planning and budgeting is carried out in an efficient manner, which is consistent with operating procedures and policy.
• Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
• Plan, prioritize and shortlist the IT projects (architecture, applications, infrastructure) in coordination with various functions to ensure that the business technological needs are met in line with the objectives and set targets.
• Analyzing, reporting on, and marking recommendations for, the improvement and growth of the IT Infrastructure and IT systems.
• Plan, develop, seek approval and implement initiatives for maintenance of the IT operating environment in coordination with IT functions, ensuring compliance to security regulations.
• Identify security technologies & components to be implemented to achieve the objectives.
• Incidents, Problems, changes and Assets management.
Responsibilities:
• Maintains a thorough knowledge of the organization and adheres to all organizational standards. Keeps immediate supervisor well-informed of activities and recommends corrective actions.
• Incidents, Problems, changes and Assets management.
• Conducts technology orientation and exit briefing for all staff; prepares technology and systems for new and existing staff.
• Performs routine preventive maintenance on hardware and software. Analyzes technology requirements and develops functional specifications. Conducts comparative analysis and competitive bidding when necessary.
• Presents and implements technological alternatives to streamline functions and improve productivity.
• Develops and maintains technology policies, standards and procedures manual; develops and maintains related technology checklists.
• Develops and manages technology budget and monitors and approves related expenditures. Reviews and approves cost pool expenditures.
• Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
Responsibilities:
• Designs, specifies, configures, installs, and maintains local area network hardware, software, and telecommunications services such as personal computers, system software, software applications, printers, servers, routers, bridges, switches, modems, cabling, and Internet service providers.
• Develops and implements policies and procedures related to network hardware and software acquisition, use, support, security, and backup.
• Establishes and maintains network users, user environment, directories, and security.
• Trains users on software and equipment usage.
• Develops and communicates standards for use, operations, and security of network, personal computers, and data.
• Communicates with other departments to report and resolve software, hardware, and operations problems.
• Researches and evaluates new technologies.
• Troubleshooting technologies issues.
• Hardware and software technologies.
• Network administration, Technical support.
• Website and graphical designing.
CEB is a first-class Software house development company that specialist in ORACLE and has been incorporated as regional Information Technology solution provider to develop state-of-art modules and solutions for the different kinds of business and using the latest up-to-date technologies and tools.
5 Years