Key Account Manager
Injazat Data Systems
Total years of experience :14 years, 0 Months
Managing the contractual relationship with 3 large clients in the Energy and Manufacturing sectors with full P&L accountability of over 30M $US annually. Establishing and negotiating the Service Level Agreements and ensuring customer satisfaction.
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.
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 defence 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.
As Service Delivery Manager at Abu Dhabi Water and Electricity Authority;
Managing a team of 125 IT specialists, delivering all IT services to more than 3, 500
users organized in 7 different companies and supported by more than 320 servers
and over 500 network devices. Full accountability for all IT projects and services.