Director
Total years of experience :15 years, 9 Months
a/
Service Level Management Process
✓ Client Service Review Process
✓ Service Measurement Process
Achievements:
Contributed to achieving SLA target availability of 99.5% by delivering high quality
services and implementing stability process.
Provided clarification of service accountabilities between clients and service provider
Established and maintained vendor and marketing relationships, both internal and external,
in support of account and client needs.
Negotiated and implemented 20 Service Level Agreements for existing clients through the
creation of standardized templates
Facilitated Service Delivery Reviews/Problem Management Reviews between the service
provider and IT suppliers to determine the root cause of outages and delays, and required
actions to be put in place to avoid them in the future
Liaised between IT supplier and business users to ensure escalations were addressed and
resolved within agreed service levels.
Managed the launch and implementation of the IT Service Management organization,
defining objectives, scope and deliverables for the project.
Delivered and lead key metrics and tasks which improved and delivered stability for
customers as well as leading best practice efforts within the same environments.
Ensured appropriate documentation was in place for specific support requirements.
Was the primary point of contact for escalations for abnormal and difficult situations.
Ensured high customer satisfaction on all support related interactions by managing the team
to the processes and standards
Led successful ITSM Audit and completed all resulting compliance actions.
Reduced customer escalations by 40%.
Mohamed Magdi Emad. 8
Maintain 80% of the clients at an average CSAT score of 4.
❖ Services Account Manager at eHosting DataFort (EHDF), Dubai Holding - Join
Grade: Very Good Al Nahda National School Under
Grade: Very Good Al Nahda National School Under