Mohamed Mounir Abd El Haleem Abo Ghazala

Currently serving as a key member of the Al Rajhi Bank ServiceNow Transformation
Program, contributing to the implementation and enhancement of ServiceNow ITOM
capabilities, including CMDB, CSDM, Discovery, Service Mapping, and Event Management.
• Supporting enterprise-scale ServiceNow adoption initiatives and collaborating with
customer stakeholders to align technical solutions with banking business requirements.
• Led cross-functional and geographically distributed teams to deliver end-to-end service
visibility and AIOps capabilities, reducing service disruptions and improving MTTR while
optimizing operational costs.
• Drove automation and intelligent operations strategy, leveraging Event Management and
ServiceNow ITOM to transition from reactive to proactive IT operations, enhancing business
continuity and scalability.

• Led ServiceNow implementation and operational enablement initiatives across Kuwait and
Dubai operations, supporting regional standardization of ITSM and ITOM capabilities,
streamlining administration for 2, 000+ users and reducing ticket resolution time by 50%.
• Integrated BMC Helix ITSM with ServiceNow, ISEO Locken Smart Solution, and other
enterprise access control tools into ITSM workflows, ensuring secure and automated
resource management.
• Optimized tool administration and workflows, reducing operating time by 20% and
infrastructure costs by 18%, while ensuring 100% inventory compliance.
• Developed automation and reporting dashboards in Power BI & SAP BI, enabling data
driven decision making and process transparency.
• Enhanced governance and documentation standards, ensuring alignment with internal
audits and regulatory requirements.

• Spearheaded the transition from BMC Remedy ITSM Technical Team Lead to Senior Project Manager, driving strategic initiatives and project delivery.
• Cultivated strong relationships with key stakeholders, including Zain Kuwait and Kuwait Petroleum Corporation, to align project goals with business objectives.
• Designed and implemented comprehensive project plans that significantly improved operational efficiency and service delivery metrics.
• Delivered expert analysis and reporting, enhancing decision-making processes and driving continuous improvement across IT service management.
• Championed best practices in project management and information systems, ensuring successful outcomes and high client satisfaction.

• Delivered end-to-end implementations of BMC Helix ITSM and Discovery solutions for
government and enterprise customers across Kuwait and Saudi Arabia, managing project
portfolios exceeding $1M while maintaining on-time and within-budget delivery.
• Instituted agile delivery models across multiple projects, accelerating deployment by 25%
and enabling early releases by up to 6 weeks.
• Introduced Agile frameworks for ITSM deployments, boosting project delivery speed by 25%
and enabling faster release cycles.
• Built trusted C-level client relationships, securing new projects and driving repeat
engagements in enterprise ITSM transformation.

• Delivered expert technical support for hardware and software, driving user satisfaction and system performance.
• Oversaw IT administration tasks, optimizing workflows to boost operational efficiency within the Egyptian Armed Forces.
• Partnered with cross-functional teams to deploy IT solutions that enhanced system reliability and minimized downtime.
• Created and maintained comprehensive documentation for IT procedures, promoting knowledge sharing and effective training for personnel.
• Leveraged analytical skills to assess project needs and align IT initiatives with organizational goals, preparing for a transition into Senior Project Manager and IT Manager roles.

• Maintained 99.9% system uptime and resolved 95% of technical issues on first contact.
• Oversaw system security, patching, and proactive monitoring, reducing downtime by 30%
year‑over‑year.