business services delivery manager
Majid Al Futtaim
Total years of experience :4 years, 10 Months
Positioned as a Head of Section - Business Services Delivery Manager
• Member of the MAF executive committee.
• Establish a product operating model for the entire application library
• Managing the business service delivery management team consisting of:
o Continuity manager, Capacity Manager, Availability Manager, Risk Manager,
o IT Service delivery manager, Incident and problem manager.
• Build an APM (Application portfolio management) for the group and establish a service lifecycle maintenance for the business capabilities.
• Establish the SLA and OLA for the entire service catalogue. (210+ applications)
• Develop the continuous improvement plan for the next 3 years.
• Incident reduction.
• Member of the Ferrari executive committee.
• Managing a team of 10 including IT help desk and IT specialists.
• Indirectly managing Level 3 system support, and service owners.
• Approve emergency transports according to business impact and risk of the change.
• Identifying, analyzing and driving problems to resolution, handling complex issues simultaneously while effectively communicating across line of business and stakeholders.
• Re-engineered the incident management process by defining an incident priority framework (matrix) for P1 and P2.
• Perform a monthly QC to analyze and minimize incorrect, misrouted, aged and un-owned incidents.
• involved in the LLD process strategy:
• Incident management.
• Problem management.
• Change management.
• Generate a monthly Trend Analysis report:
• Identification of cause for peak rise in incidents / Top rated incidents.
• Generate a Root Cause Analysis Report for major incidents.
• Major incident Reports:
• Future avoidance report.
• Proactive approach report.
• Reports on business service level agreements (SLA) target.
• Manage the suppliers and business partners SLA’s and ensure they are in line with SLA targets.
• Managing major incidents MTTR with our business partners/outsource as per the SLA’s/UC in accordance with the commitment of Service delivery/contract.
• Lead, manage and direct the IT help desk team and IT Specialists.
• Develop the team’s skills both individually and as an efficient team player.
• Conduct appraisals and performance management.
• Business relationship with vendors and quotes negotiations.
courses: ITIL Foundation •ITIL V3 Qualification •ITSM (IT Service Manager) •ITIL Expert (in progress) •Cisco CCNA certified •Effective Customer Service Excellency Program •Certified Quality Service Checker from INTERNATIONAL SERVICE CHECK •Certified Emergency First Aid & CPR (Cardiopulmonary Resuscitation) from DHA •Certified as Occupational Qualification in Customer Service Excellency.
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