Service Delivery Manager
Computer Network Systems
مجموع سنوات الخبرة :10 years, 9 أشهر
Providing a dedicated on-site IT Consulting and Service Delivery Management to serve as the customer's primary point of contact for delivering IT strategies and roadmaps aligned with business objectives to enable the IT transformation journey across the organization.
•Developed IT strategies, blueprints, roadmaps and applicable business use cases with technology research.
•Support the team with the applicable emerging technologies to formulate strategic technology plans for business units
•Ensured a positive customer experience by providing oversight and management for customer support planning and technical issues.
•Developed resolutions to complex problems that require the frequent use of creativity.
•IT Service Delivery Strategy, Roadmap, Planning, Estimation, Resourcing, Vendor Management
•Managed team member, NOC team, multiple sites support, Service Desk for quality Service Delivery to achieve best productivity and result.
•Developed and maintained information technology plans which outline project status individual tasks, milestones, completion estimates, track outstanding deliverable and resources.
•Managed projects with top-down oversight throughout entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline.
•Managed resource allocation and monitoring projects
•Developed comprehensive project plans that merge customer requirements with company goals and coordinate various managers and technical personnel during all project phases.
•Delivered strategic guidance to senior management for network improvements, including capacity, linkage among multiple sites, firewall remediation.
•Delivered a quality-driven culture by enabling completion of ISO/IEC 20001, 27001 and 22301 certifications.
•Delivered Projects: On-Premises Data Centre to MS Azure Migration, Upgrading MS Skype for Business to MS Teams, Windows Virtual Desktop, Implementation of Azure Sentinel - Azure Security Center, Azure Data Loss Prevention (DLP).
•Experienced in architecting and designing technical solutions for Microsoft-centric solutions and in building and supporting mission critical technology components with DR capabilities
•Experience in cloud security controls including tenant isolation, encryption at rest, encryption in transit, key management, vulnerability assessments, application firewalls, SIEM, etc.
•Experience in MS Azure App Service Model, MS Azure storage services and executing cloud native projects in MS Azure with DevOps.
•Developed and trained teams (helpdesk, NOC, SOC) to increase performance and incident response and deliver excellent customer service, regularly achieving the region’s best customer service scores.
technology consultancy practice advising CFO/COO & CTO on technical strategy around migration, implementation, core ERP, CRM, SRM systems (Oracle, JDE, SAP).
•Developed systems roadmap, align it to the growth strategy and deliver a best in class service for the business and its customers.
•Enabled maximum team development through formulation of performance reports, mentoring of staff members, and leadership of junior as well as senior IT analysts.
•Streamlined broad range of IT activities through establishment of robust operating policies, ITIL practices, SOPs, internal controls, and best practice approaches for computing as well as IT systems/services.
•Rendered delivery of high-quality services in line with best project management practices and provision of technical expertise as guided by ITIL.
•Ensured time-sensitive deliverables for improvement projects via effective prioritisation in collaboration with process owners and IT leadership.
•Increased data security and integrity by managing shared drive, Network security, Identity and access privileges, as well as file recovery.
•Develop and defined IT policies, procedures, standards and baselines and SOPs.
•Manage team member, global operation onsite and offshore team, global site support.
•Served as transition lead to pilot business process outsourcing of Weatherford helpdesk from a 3rd party service desk provider and the setup of new in-house IT helpdesk regional centre.
•Piloted a several migration and upgrade of ERP Applications such as JD Edwards, SAP, Oracle, Microsoft System SCCM and SCSM, and one of the first office 365 enterprise deployment.
•Accomplished successful Datacenter relocation from regional office to co-location site.
•Introduced and integrated incident management, problem management, solutions and knowledge database, as well as user self-service portal as part of formal ITIL-based service desk and procedures.
technical assistance and advice to business users in the effective use of applications and information technology, and Served as middleware application subject matter expert.
•Administration and maintenance the JD Edwards EnterpriseOne platform and auxiliary systems from a development, CNC, system administration.
•Provided technical expertise and recommendations in assessing new IT software projects and initiatives to support and enhance our existing Microsoft Dynamics AX and SAP GUI systems.
•Supported Sales teams to identify areas of opportunity and develop solutions that focused on service growth within key accounts.
•Designed solutions based on customer requirements and create and deliver solid business cases from these requirements.
•Use of technical skills and understanding of industry best practices to deliver timely results that will exceed customer expectations.
•Led change across large platforms / functional areas using technology solutions
•Provided deep software / hardware technical architecture expertise to ensure proper solution design.
•Interface with all Pre-Sales Solutions Architects globally (and build a community) to train, mentor, guide through new solution architecture framework.
Advanced Information Systems