Head of Service Level Management
United Arab Shipping Company
مجموع سنوات الخبرة :15 years, 2 أشهر
United Arab Shipping Company - Dubai, U.A.E Jan 2013 - Present
Head of Service Level Management
• Overall responsibility of the Global Service Desk including transitioning regional IT support functions, application help desk and infrastructure and operations help desk into a single Global Service Desk introducing an ITIL methodology for incident and problem management.
• Creating a quality assurance and test services framework throughout all of UASC IT services.
• Establishment of release management across all functions within the IT Department, ensuring utilization of an ITIL methodology in conjunction with the business.
• Development of a Service Portfolio which describes the IT Departments purpose and value within UASC, which provides the basis for any service-level agreements and charge back/recovery from the business.
• Vendor management of key strategic vendors.
• Member of core top level management team in Dubai that drives IT globally.
Key Achievements
• Implementation of a Global Service Desk and retirement of regional support desks.
• Establishment of new ITSM tool Remedyforce replacing previous helpdesk system allowing improved functionality for the end user for support related issues.
• Modifying release process establishing release windows and putting in place a change advisory board and emergency change advisory board.
• Restructuring regional based infrastructure to a cloud based infrastructure removing all physical servers and utilizing a managed service from a cloud provider.
• Remodeling UASC regional IT into an outsourcing model utilizing service management to provide an improved service to the business.
• Implementing a centralized customs excellence centre in Dubai covering all customs regulations globally i.e. Regulation 1875, Japan advanced manifest system etc.
• Setup quality and service performance framework with development partner that provides the development and maintenance of UASC's core application.
United Arab Shipping Company London -London, United Kingdom Sep.2005 - Dec 2012
Regional IT Manager Europe
• Regional IT manager for Europe with overall responsibility in the implementation and maintenance of UASC European and West African offices IT Infrastructure and application systems, reporting to the Vice President of Europe in London and the Chief Information Officer in Dubai.
• Accountable for IT budget and IT capital investment and expense regionally with overall responsibility of the infrastructure and application budget for Europe and West Africa.
• Lead and manage the regional IT Team of 9 and ensure the alignment of IT policies and that the proper control measures are in place to prevent any risk to the business.
• Manage EDI projects and implement UASC ERP system across regions.
• Responsible for Regulation 1875 customs issues globally.
• Member of Dubai and European management team and responsible for business process management in Europe and West Africa
Key Achievements
• Planning ERP role out across Europe and West Africa and have overall responsibility of the project plan.
• Implementation of United Arab Shipping Company's ERP system across Europe and West Africa managing requirements gathering, training and integration with 3rd party systems.
• Managing the European EDI project where interfaces were established with over 300 vendors.
• Retirement of 40 legacy systems throughout Europe migrating data to the new ERP system and archiving in conjunction with the business.
• Setup and establish offices in France, Germany and Central Eastern Europe including the dilapidation of UASC European Regional office in London and transfer of all functions to the new UASC European Regional office in Hamburg.
• Implementation of European customs regulation 1875 for UASC globally establishing policy and procedures and part of the world shipping council implementation team where I represented UASC for all matters related to customs filing. Selecting a vendor and leading contract negotiations and setting service levels.
• Establishing a disaster recovery site for core IT services and responsible for business continuity in Europe.
• Roll out UASC E-commerce platform throughout Europe.
United Arab Shipping Company London -London, United Kingdom Sep.1999 - Sep. 2005
Network Administrator
Implementing and maintaining a windows based network, which provided windows server services for all UASC London staff. Maintaining Exchange 2003 services for all regional users for 1000 users.
Bachelor of Information Technology, Nelson Bay University 2009