Service Management Office (SMO) Director
Riyadh Municipality
Total years of experience :19 years, 4 Months
- Leading consultancy team establishing Service Management Office including :
Roles and Responsibilities of the SMO, Organization structure of the SMO
Roles and Job descriptions of the SMO team
SMO master plan with implementation timelines
Carrying out bi-annual process maturity assessment based on ISO15504 standard
- Responsible for ITSM Governance include:
Setting ITSM policies & guidelines,
Process governance and architecture (policy, process map, strategy, models),
Creation and maintenance of the ITSM documentation structure)
Owner of ITSM processes and development, leads continual improvement
Monitoring ITSM process execution on operational level
Assuring compliance of ITSM processes by internal and external suppliers
- The main point of contact between the business and IT
- Managing the service portfolio and service catalogue
- ITSM tool ownership and Performance reporting
• Execution of the of IT Financial, Supplier, Service Catalogue and Service Level Management
• Act like Business Relationship Manger from IT side and liaise with appointed Relationship managers from Business side
• Establish an effective partnership between business and IT
• Part of Escalation management team to Incident resolution
• Determine, document and agree requirements and produce SLRs (Service Level Requirements)
• Review, Negotiate and Sign OLAs
• Liaise with IT Supplier Managers during UC negotiation
• Act as Process owner for IT Organization ITSM processes
• Lead Continual Service and Process improvement plan through the entire IT Organization
• Member of in IT Governance Board
• Define Business Services SLA’s and sign off with Relationship managers
• Define Business IT Services Catalogue and sign off with Relationship managers
• Defines the Key Performance Indicators(KPIs) to evaluate the effectiveness and efficiency of the Services and Processes
• Conduct yearly IT processes assessment and present report to IT Governance Board
• Focusing on monitoring service performance against SLA and Produce monthly service reports
• Responsible for IT Transformation program, which is to move IT Organization from Technology Centric to Service Centric.
• Responsible for interacting with the international consultant for ITSM Transformation Program Based on (ITIL v3 Framework, COBIT 5, TOGAF, PRINCE2, PMP and ISO 20000 ) design phase which include:
- ITIL Processes Assessment and Gap analysis.
- Design of Business and technical service catalogue.
- Designing of 16 ITIL processes inside IT department,
- Building the transition plane and organization change
- Continual service improvement plan.
Ongoing Projects and related Activities
• IT Restructuring
(IT team Skill Assessment, Development Plan, Work with HR on Job Descriptions)
• Agree IT Service Catalog with Business
(Assigning and documenting Business and IT Service Owners, Drafting SLAs and OLAs)
• ITSM Tool Selection
Responsible for automation of ITIL Processes in ITSM tool for the next phase of the project
- Conducting the main ITSM tools vendor (IBM, HP, BMC, CA)
- preparing RFP for ITSM tool
- Vendor evaluation and selection
- Implementing the ITIL processes on the tool
• Responsible for implementing, managing and enforcing information security regulations.
• Ensure the ongoing integration of information security with business strategies and privacy requirements.
• Conduct risk analysis to assess the probability of risks occurring and the impact on the organization.
• Create an information security risk plan based on the risk analysis.
• Manage IT risk assessments and security related projects.
• Amend the security policies based on the assessment if needed.
• Responsible for coordinating the IT Audit & External Auditors and comply it to ISO 27001 & ISO 20000.
• Responsible for the evaluation of appropriate security controls, development & monitoring the policies & procedures and product development consultation.
• Responsible for creating the employees security permissions as per the company’s policies & procedures.
• Interact with all internal departments to solve their security problems.
• Configure and setup Cisco network devices and communication Devices . Over More than 50 branches inside and outside Egypt .
• Responsible for all the installations of (E1, E3, STM-1 Electrical and optical) in all Link sites and also the maintenance of this circuits with Telecom Egypt.
• Install & maintain WAN links as well as Frame relay, Optical fiber and wireless
• Design and Implement Disaster Recovery communications Devices and links .
• Dealing with network security applications such as SDM, Kiwi syslog and ACS as well as powerful management applications such as Cisco works LMS, SDM, Solar Winds Software Orion NPM, Net flow, Wanspy and Cybergauge.
• Dealing with network security technologies such as ACL, SNMP, SSH, AAA & TACACS+.
• Dealing with Cisco routers & switches and configuring & troubleshooting core network. as well as switching & routing the LAN & WAN environments.
Projects
IT Disaster Recovery Site
• Design and implement High availability communication Solution for all IT services for all AAIB Branches and HQ.
• Implementing communication solution design using many communication technology (WiMAX, OpticalFiber, and Frame Relay )
AAIB Infrastructure Replacement
• Design and Implement Routing and Switching solution for AAIB branches and HQ
• Design and implement LAN Upgrade for Head Office and WAN Links upgrade For AAIB Branch ( More than 50 Branches)
- Purpose of the Job.
Handling customers calls & complaints in order to fulfill their technical requirements in the most professional manner .
- Duties and Responsibilities
Interfaces directly with customers to figure out the technical problems in order to resolve it
- Instructor &Training Engineer of
( Optical Networks, Data Communications, Microprocessor and Electronics)
- Instructor of ICDL
- Network administrator
Job Description
Servers administration and Configuration
Troubleshooting hardware and software problems.
Preparing tools for new courses and Labs.
Preparing for Online Testing
- Support sales team in pursuing customers, building an opportunity pipeline, and closing sales of voice, video and data solutions(PBX, VOIP, CCTV)
- Install and configure telecommunications devices and cabling on site
(Good) (71.28%)