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jaber alhaddad, Business Relationship Manger

jaber alhaddad

Business Relationship Manger·Hewlett-Packard Middle East

United Arab Emirates

Bachelor's degree, Higher Diploma in Business Information Technology

Work experience

Total years of experience: 14 years, 2 months

Business Relationship Manger

April 2014 - October 2016

Hewlett-Packard Middle East

Dubai, United Arab Emirates

April 2014 - October 2016

Business Relationship Manger (Mohammed Bin Rashid Smart Learning Program)
 Responsibilities:
• Establish and maintain a business relationship between SLP customer and SLP IT
• Identify SLP customer needs and ensure service provider is able to meet these needs
• Identify technology trends that could potential impact the type, level and utilization of service provided
• Work with SLP customers to ensure that services and service levels are able to deliver value to customers
• Establish formal complaints and escalation process for customers
• Ensure end-to-end integration between operation, support and implementation teams
• Ensure the changes to services can be planned for in advance of their need by the customer
• Understand the business environment, business needs and priorities, and requirements for new or changed services through regular communications with the client
• Provide support across the client functional group
• Obtain value for money from suppliers and contracts
• Drafting, reviewing and negotiate RFPs and Contracts
• Ensure that Underpinning Contracts and agreements with suppliers are aligned to business needs. Support and align with agreed-to targets in Service Level Requirements (SLRs) and Service Level Agreements (SLAs), in conjunction with the Service Level Management process
• Ensure the proper privacy coverage is provided for the software, hardware, professional services and outsources IT
agreements.
• Management of contractual dispute resolution
• Monitor and review of service and supplier performance
• IT supplier contract review, renewal and termination
• IP Protection and ownership
• Review and approve insurance terms and conditions for the assets which require insurance coverage
• Ensure that data in contract are sufficient according to ISO 20000 standard and SLP standards
• Manage supplier performance against the agreed SLA
Accomplishments:
• Integration project between Ministry of Education and MBRSLP (2016)
• Implementation of the Self-Services Portal (2016)
• Implementation ISO 20000 and 27001 (2015)
• Implementation of Smart Learning Program Implementation - Phase 3 (2015)
• Implementation of Smart Learning Program Implementation - Phase 2 (2014)
• Setting formal governance model for the SLP Operation (2014)
• Form the Service Management Office (2014)

Company industry:
Computer Hardware & High-Tech Manufacture
Job role:
Management

IT Relationship Manager/ IT manager

December 2009 - April 2014

First Gulf Bank

Abu Dhabi, United Arab Emirates

December 2009 - April 2014

 Responsibilities:
• Managing the IT-functions for First Gulf Bank Subsidiaries (First Gulf Financial service, First Gulf Properties, Mismak
Properties, Green Properties, L`arabia Hotel) in terms of Projects Management, Support, IT enabling and innovation.
Accomplishments:
• Bloomberg Trade Book Implementation (2011)
• Property Management and Free Hold systems implementation (2012)
• Restructure of L’arbia Hotel IT Infrastructure (2013)
• Brokerage system upgrade and stabilization (2014)
• Content Management System and Branding implementation (2013)

Company industry:
Banking
Job role:
Information Technology

IT Manager, Invesment Domain

December 2007 - November 2009

EmiratesNBD

Dubai, United Arab Emirates

December 2007 - November 2009

 Responsibilities:
• Manage the IT-related functions (projects, operations and support) for investment domain (EmiratesNBD Securities,
Emirates Islamic Finacial Services, IPO Unit)
Accomplishments:
• Investment domain merger (part of EmirateNBD Merger Project) (2009)
• IT Infrastructure Setup and Stabilization for Brokerage Solution (2009)
• Stabilization and Upgrade of Initial Public Offering (IPO) system (2008)
• Routers Order Book implementation (2008)

Company industry:
Banking
Job role:
Information Technology

IT Project manager

September 2002 - December 2007

National Bank of Dubai (NBD)

Dubai, United Arab Emirates

September 2002 - December 2007

Responsibilities:
• Support and manage IT functions and projects for the brokerage firm
Accomplishments:
• Active Directory 2003 implementation (2004)
• Office Automation (2005)
• Brokerage and Online Trading systems implementation (2006)
• Gold and Commodities Trading System implementation (2007)

Company industry:
Banking
Job role:
Information Technology

Education

Higher Colleges of Technology

July 2001

July 2001

Bachelor's degree, Higher Diploma in Business Information Technology

United Arab Emirates

GPA (point): 2.84 out of 5

GPA (point): 2.84 out of 5

higher diploma in business information technology - higher colleges of technology

Skills

IT
Expert
IT
Expert
ITIL
Expert
ITIL
Expert
Business Relationship Management
Expert
Business Relationship Management
Expert
Governance
Expert
Governance
Expert
project management
Expert
project management
Expert
Relationship Management
Expert
Relationship Management
Expert
Negation, Persuasion & Communication
Expert
Negation, Persuasion & Communication
Expert
Project and Service Governance
Expert
Project and Service Governance
Expert
Service Delivery Management
Expert
Service Delivery Management
Expert
Policies & KPI Setting and Review
Expert
Policies & KPI Setting and Review
Expert
IT Project Management
Expert
IT Project Management
Expert
Change Management
Expert
Change Management
Expert
Service Level Management
Expert
Service Level Management
Expert
Contracts drafting & reviewing
Expert
Contracts drafting & reviewing
Expert
Service asset and configuration management
Expert
Service asset and configuration management
Expert
IT Project Management
Expert
IT Project Management
Expert
Problem Solving
Expert
Problem Solving
Expert
Decision Making
Expert
Decision Making
Expert
Demand Management
Expert
Demand Management
Expert
Technology Integration
Expert
Technology Integration
Expert
Business Development
Expert
Business Development
Expert
Supplier Management
Expert
Supplier Management
Expert
Continues Service Improvement
Expert
Continues Service Improvement
Expert
Release Management
Expert
Release Management
Expert
Coaching & Monitoring
Expert
Coaching & Monitoring
Expert
Business Process Reengineering
Expert
Business Process Reengineering
Expert
Critical Thinking
Expert
Critical Thinking
Expert
ITIL Implementation
Expert
ITIL Implementation
Expert
Governance
Expert
Governance
Expert
Business Relationship Management
Expert
Business Relationship Management
Expert
ITIL
Expert
ITIL
Expert
IT
Expert
IT
Expert

Languages

Arabic

Expert

English

Expert

Training and Certifications

Certifications
Cobit5 Foundation
May 2014
Prince2 Foundation
Jul 2008
ITIL V3 Foundation
Feb 2016

Training
PMP
SitesPower
Jan 2016