IT Service Assurance Manager
Injazat Data Systems
Total years of experience :43 years, 7 Months
As IT Service Assurance Manager; ensuring the alignment of all IT services to the business requirements for Injazat strategic accounts. Developing Service Management practice and leading empowered teams to deliver IT services based on ISO20000 and ISO27001 standards
• As IT Service Manager; maximizing the value of IT services provided by transforming the IT sector into a Service centric organization through the operationalization of an ITIL framework and implementation of IT Services Processes, leading to the achievement of the ISO20000 certification. Overall accountability for all IT Service Delivery as well of Service Operations for 230 IT staff for a large defense account.
As Head of Service Delivery; overseeing the IT Services Delivery of 23 accounts and 16 Service Managers. Systematization of service delivery practice, implementation of SLA and OLA based relationship for all accounts. Over 6, 000 users, 250 dedicated and leveraged support staff. Overall accountability for all projects and services delivered.
o Overseeing the management of all Enterprise IT Infrastructure Services for both Operations and Projects activities. Staff of 50, supporting all Administrative IT services for over 2, 000 users (15, 000 users during Games time) including Service Desk, Systems, Database, Workstations and Network support relying on UNIX, Wintel, Cisco, Oracle, VOIP, SharePoint portal technologies.
o Manager of the Help Desk for the 3rd West Asian Games in Doha: Staff of 25, 13 Venues, 2, 000 users.
o Planning the Help Desk and Call center setup activities for the 2006 Asian Games; staff of 200 agents, 18 distributed sub centers, 10, 000 users.
o Providing IT infrastructure services for other test events and Olympic Council of Asia gatherings
; Implementation of project portfolio management best practice and program management of various projects related to IT security.
• As Director of Data Centre; Leading a staff of 25, providing all outsourcing services for 2 major clients.
• As Account and Service Delivery Manager; Managing the P&L, relationship and service delivery for 3 clients.
• As Applications Development Manager; providing management support and leadership of a team of 20 developers
As Year 2000 Certification
overseeing the delivery of several projects, mostly in the Technical Infrastructure area
As Technical Consultant; business development and management level consulting
Technical Support; leading the mainframe technical support team (staff of 10) to ensure that all airplane manufacturing IT services are available, operational and efficient
As founder of the enterprise; Initiated and grew my own
As
Applications Programmer; Stock exchange and financial systems