Jawad Hameed

Chief Specialist Enterprise Risk and Business Continuity at STC Solutions

• Saudi Arabia - Riyadh
• My current job since December 2017

Service Quality Specialist / Internal Auditor at King Fahad University of Petroleum and Minerals

• Saudi Arabia - Eastern Province
• My current job since April 2012

o Define, implement and review an overall IT Service Strategy in line with industry/market trends, Business Strategy and end-user requirements
o Define, implement and report on Service Performance using Scorecard/KPIs based on established IT Service Management, Project Mgmt. and SDLC Frameworks
o Define, agree and monitor Service Level Objectives with the business and undertake regular Quality Reviews for Service Improvement
o Customer Surveys and Relationship Management for defined Service Level Agreements
o Formulate, implement and improve policies, processes, procedures and systems in line with defined in-house SDLC Software Development Lifecycle
o Improve performance and enable coordination and communication among departments and functions, to achieve Service Quality and Customer Satisfaction
o Periodic reporting of Service management and Service Quality through audits/presentations
o Formulate, evaluate and improve services through a comprehensive IT Service Quality Framework
 Responsible for design, implementation, operation, review and improvement of IT services based on ITSM frameworks
 Review evaluation criteria and produce reports for upper management
 Ensure implementation of Service design, transition, operation and CSI principles
 Enable coordination between Event, Incident, Problem and Change / Release / Configuration management processes and ensure their relevance to IT Strategy
o Continual Service Improvement
 Defining the objectives of the Improvement Plan, As-is and To-be states for IT Services
 Determine the current levels of Service performance, identify the gaps/opportunities
 Gather and analyze the current performance level and identify projects that can achieve the objectives
 Monitor and Follow-up on project implementation, testing and deployment in regards to best-practices
 Post-Implementation review to begin next phase of improvement efforts
 Implementation and customization of HP ITSM Suite


Standardization and Certification
- Review of current practices in reference to ITIL v3
- Implementation of best practices and certification for ISO 20000
- Work closely with other IT departments to successfully implement and meet compliance objectives
- Review and maintenance of policies and procedures

IT Services Governance Model - Design and Monitoring of Service KPIs
- Performance, Availability and Usability KPIs for Service Monitoring
- Publishing and Reviewing Service Quality Metrics for Service improvement and enhancement
- Conducting and Reviewing Customer Satisfaction surveys and managing Customer Relationship
- Monitoring and Implementing IT Controls
- Manage Governance Frameworks and follow-through with projects/initiatives
- Prepare and provide monthly/quarterly/periodic reports/presentations to management to assess level of compliance
- Work with internal departments to identify gaps, review recommended actions and follow-up to reduce gaps in compliance

Business Continuity Management

Design and implementation of BCM audit plan

Evaluate effectiveness of Business continuity management practices o Highlight gaps in implementation and follow-up on action plans

Maintain certification to ISO 22301

Information Security Internal Auditor
- Managing the Audit Program for ISO 27000 Internal Audit
- Conduct, Review and Implement the findings of the ISO internal Audit
- Risk based audit of organization's compliance efforts
- Follow-up on recommended actions/gap analysis action plans

Senior Specialist - Governance and Quality at STC Solutions

• Saudi Arabia - Riyadh
• October 2016 to December 2017

• Lead implementation of international standards & best practices in STC Solutions, to enhance internal operations and external image of STC Solutions.
• Be a subject matter expert in ensuring that ongoing activities to maintain the implementation of standards & best practices are in place and conducted on periodic basis.
• Ensure that records are established and maintained to provide evidence that applied international standards are being followed.
• Find innovative ways to increase enterprise wide awareness on quality and the standards applied in STC Solutions.
• Contact STC Solutions Customers on need basis to understand their issues and concerns to drive improvements internally.
• Conduct detailed analysis on customer (internal / external) complaints and compliance issues.
• Initiate and drive improvement actions to enhance customer satisfaction while meeting business expectations.
• Provide continual feedback to BPM, Compliance & Risk Management on Quality issues observed in company practices & processes to drive improvements.
• Participate in collecting voice of customer (VOC) through established process for Customer Satisfaction Measurements.

Assistant Manager - Quality Assurance/Information Systems Audit at TRG - The Resource Group

• Pakistan - Karachi
• November 2007 to March 2012

Quality Management System Audit
o Implementing QMS according to ISO 9001
o Product/Process/Payment Compliance/Data Protection
o Internal/External Customer Satisfaction Index
o Training/Development of Employees and Awareness
o Service Delivery SLAs/KPIs for service delivery
o Development/Review/Audit of Processes/Procedures
Information Systems and Process Audit
o Information Systems (IS) audit process
o IT Governance
o Systems and Infrastructure Lifecycle Management
o IT Service Delivery and Support
o Protection of Information Assets
o Business Continuity and Disaster Recovery
Physical/Logical Access Control Procedures
Performance Action Plans
Incentive Formulations
Performance Reporting
360 Degree Reviews

 Implementation and Audit of ISO 9001 & ISO 27001
 Auditing QMS & IS according to Company Audit Charter
 Reporting of Audit findings to Management and changing Processes
 Preparation/Update of SOPs/Manuals/Records
 Implementation of Client Compliance Program guidelines on Inbound and Outbound programs
o Outbound Quality and Compliance
o Product/Payment Disclosure Processes/Policies
o Data Protection and Dissemination Policies
o Audit of Customer Account Updates/Complaints
o Statistical/Root-cause Analysis/Action Plans
 Training/Awareness of Employees regarding ISO 9001

Customer Service Executive at TRG

• Other
• January 2005 to November 2007

Handling Customer Complaints and Resolving them within SLA