Senior Services Delivery Manager
Injazat Data Systems
Total years of experience :26 years, 10 Months
Key Profile: Ensuring delivery of Injazat Managed Contracted Services in clients environment
• Ensures all contracted services are delivered to the approved service model for service support
• Acts as focal point of contact for all operational issues for the client and Injazat delivery organizations and between Account Manager and Capability Management
• Ensures delivery of service excellence through monitoring and reporting of performance and acting quickly to address issues as they arise
• Manages onsite operational resources ensuring responsibilities are understood (40 resources distributed on Network, Security, Desktop support, Server and applications team)
• Ensures that the process is adhered to in accordance to documented procedures
• Identifies and drives optimization while managing scope, cost of delivery and resources.
• Identify issues and risks that may impact a successful delivery of contracted services.
• Provide guidance on process improvement and recommends changes in alignment with business tactics and strategy for area of responsibility
• Applies expert subject matters knowledge to manage staff activities to solve most complex business/technical issues within established policies.
• Produce capacity plans on yearly basis for the client and provide recommendations for ensuring continuous improvement based on analysed reports
• Managing projects, warranty and support agreements, inventories, CI’s procedures & service levels for all Service Providers / Vendors.
• Manage End user services and transition to production in large projects and Deploy the Service Desk toolset as per Injazat standard to fulfil the client expectations.
• Providing operational and service delivery reports based on performance.
• Managing critical situation & delivering support and conducting escalation on incident management through L2 / L3 support with different vendors for delivering key contracts.
• Monitoring service level and managing performance against the agreed commitments.
• Selecting vendor based on their ability to meet identified requirements.
• Generating reports as per report type, report content and frequency.
• Providing recommendations for ensuring continuous improvement based on analysed reports.
• Manage the Running operation and associated service levels with the vendors to be in line with the client SLA.
• Chairing monthly & quarterly meetings with the client
Key Profile: Lead a team of 5 personnel, responsible for the backup, server management, storage management and the main data centre for Al Ain City Municipality
• Windows Domain Infrastructure services. DHCP, DNS, Windows Active directory services, SCCM and TMG.
• Email Infrastructure Services.
• VMware infrastructure,
• Physical Servers HW, rack mounted, blade, brocade switches
• Data Centre physical infrastructure: UPS’s, AC’s, water leak detection unit, generator, fire alarm system.
• EMC Storage and backup solutions
• RFAX and Easi SMS solutions
• Data domain and archiving infrastructure (EMC Centera)
• Symantec EV email solution
• NAS solutions
• Acting as backup for the service delivery manager
Key Profile: Joined Orange (A leading Telecom Provider in the Middle East), worked in various positions and handled several functionalities.
• Systems Team Leader: Supervised a team of 6 personnel, managed over 120 systems ranging from low to high end servers (main vendors Sun, IBM and HP)
• Enterprise Management Systems Manager: Led a team of 13 Engineers, executed the entire project life cycle to deploy various options (Performance Management option, E-trust Antivirus option, Event Management option, Network IT option, , Autosys, Net-Backup, UPS and Air Conditions software, Advanced Help Desk option and Database Management tools). Integrated the options to monitor the company related IT service resources old and new in a secure reliable, proactive and reactive manner.
• Deploy Citrix Metaframe XP for the call center users
• Data Center Deputy Manager: Led Backup and Systems Team, Enterprise Management & Monitoring team, Application, Database, Domain and Windows team; managed operations in the IT sector; automated & supported operations to apply to customer service levels and objectives; applied service support and service delivery management compliant with international standards
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