Information and Digital Technology Manager
Unifonic
مجموع سنوات الخبرة :3 years, 6 أشهر
Working in Unifonic since 2020 as the Head of Digital and Information Technology. Unifonic is a customer engagement company headquartered in KSA and with offices in the UAE, Pakistan, Jordan, Egypt and Turkey.
I was responsible for creating a brand-new function in the business that is now responsible for all internal IT and Digital practice across all offices. Personally, recruited the full IT team that exists in the business. My role has been a mix of operational and leadership.
Some notable achievements in the past 3 years include the following:
• Complete revamp of all internal processes and technology enablement for all departments where needed. This included working with stakeholders across different departments to understand their processes, challenge them where needed and work together to simplify said processes and where necessary, bring technology to improve them. This includes processes such as Payroll, Quote to Cash, Contract Automation, Customer Journey, Revenue Recognition, etc. Defined and implemented a delivery framework for all IT projects. Drove the implementation of new ERP, CRM, HRIS system and other tools to drive transformation and digitalization in the organization.
• Review of all IT infrastructure in all Unifonic’s offices. Standardization of the infrastructure (firewalls, access controls, Wi-Fi networks, etc.) to provide better employee experience and improve infrastructure security. Improvement of security across employee devices to protect company information. Created an IT support framework for the business with proper SLAs.
• Built the cybersecurity function in the business and in the first year achieved certifications in ISO 27001, 27017, 27018, SOC2 Type 1 and 2. Worked with stakeholders in the business to make the organization compliant with different telco regulations in each country and created initiatives to make the IT function more robust and less prone to security breaches resulting in improved security and validation from each regulator.
• Worked in cost saving initiatives across the business that resulted in savings of $350k across the IT practice. Worked with Finance and Procurement to review all existing IT contracts (suppliers, systems, ISPs, etc.) to make sure the business was being efficient. Recommended cost cutting in some systems by providing alternatives with existing ones, redefined support contracts with suppliers and improved process efficiency to bring dollar value to initiatives and processes.