IT Services Delivery Manager
HP - Saudi Arabia
مجموع سنوات الخبرة :29 years, 1 أشهر
In the highly competitive PC and Printer market where after sales support excellence is a major sales differentiator, my role is to ensure Support is delivered through the channel (distributors or retailers) or by HP for both Consumer and Commercial Printers and PC, within HP Customer Support Services I develop, manage and supply Warranty and Support Services to HP Customers by delivering a superior Customer Experience at a competitive cost.
Manage End to End ( E2E) HP support services at regional level across all support channels (Web, Call, Chanel, and touch points), Ensure that HP end to end support services meet customers’ expectations and legal requirements.
Within Technology Services Sales department I am responsible for Technology Services Sales for named accounts with predefined targets to meet Technology Services (TS) revenue and objectives and drive the TS sales strategy for specific named accounts. This role owns sales and customer relation, as well as Customer satisfaction and business development.
In addition, as a member of Technology Services (TS) my responsibilities also include but not limited to managing Clients expectation, managing end to end account management
As a member of Professional Services (Client Solutions) My responsibilities are to; define, develop and execute business plan, and to ensure business implementation meet defined standard, ensure processes and procedures are in place to meet delivery objectives. Managing business expectation, managing end to end project management, start from proposing design then solution implementation, and solution support after delivery, Client management and account management for selected customers (covering Middle East and north Africa), also develop new business partnership and rollout of new services or plan that can help to increase revenue, it is also my responsibility for partner communication and management during Projects implementation.
Boosted sales by targeting and capturing new international Professional Services business as well as expanding revenue streams through existing client relationship building and account development.
Proactively build and establish strong relationships with C-level management and key clients to leverage long-term business opportunities.
Key accounts ( from PS prospective ) included MorocoTel, Zain Group in Bahrain and Saudi Arabia, MOBILY, STC, NGHA, and Saudi Aramco.
Successfully drive PS sales by actively consulting with clients to define and address their specific needs, providing effective technical presentations and steering persuasive negotiations to close transactions.
Developed and attained the PS technical resource to become first class front PS sales professionals.
Managed the outsourcing of delivery teams across the region.
Managed the delivery of major projects in the region
In the highly competitive PC and Printer market where after sales support excellence is a major sales differentia-tor, my Role is to ensure Support is delivered through the channel (distributors or retailers) or by HP for both Consumer and Commercial Printers and PC, PPS CSS develops, manages and supplies Warranty and Support Services to HP PPS Customers by delivering a superior Customer Experience at a competitive cost.
Manage End to End ( E2E) HP support services at country level across all support channels (Web, Call, Channel), Ensure that HP end to end support services meet customers’ expectations and legal requirements.
Senior Program Manager, Program Management Office ( PMO)
As a manager of program management office (PMO), I was responsible for the management and delivery of all mobily projects within the Kingdom of Saudi Arabia. Managing a group of Projects managers as PMO manager it was my responsibility for the provision of project management, project audit, planning, QA, resource planning, and ensure time to market deadlines.
Acting Director (Corporate office),
Appointed as Acting Director for Corporate office, responsible for the management of the MOBILY corporate office department, which includes PMO, Organization development department, and the strategic planning department, rules including Mobily organization development activities, over all follow up for KPI deployment for mobily, Organization strategic planning, and Internal Corporate communication across mobily.
Project Manager, Client Solution (Professional Services)
As a member of Client Solutions (Professional Services) My responsibilities were to define and execute business plan, operation plan, and to ensure business implementation met defined standards, ensure processes and procedures were in place to meet delivery objectives. Managing business expectation, managing end to end project management, starting from proposing design then solution implementation, and solution support after delivery, Client management and account management for selected customers, also develop new business partnership for development and rollout of new services or plan that would help to increase revenues, communication and management for partner were also my responsibilities during Projects implementation.
As a member of the Project Alliance Team (replacement of front-end and back-end banking applications for the branches and all branch hardware) my responsibilities included; branch systems development, branch architecture design, development of LAN technical documentation, coordinator for the rollout of all Riyad Bank branches (Kingdom wide), departmental cost management and budget preparation, project planning, vendor coordination, resource management, new projects coordinator, and acted as the assistant for the Department Manager.
ITD Section Head of New Systems Support - October 1999
As the Systems Analyst my responsibilities included: all IBM products with in front systems, resource management, branch systems development, remote support for all branches, management of the distribution system for all branches, remote distribution of new releases for Branch applications and signatures remote distribution, all branch/IBM software licensing, Microsoft licensing contract between Riyad Bank and Microsoft and the departmental budget.
Project Manager ITD - Internet banking Infrastructure Project - 2001
I was responsible for the provision of infrastructure for the E-Services Program. The program comprised multiple projects including a Call Center project, Internet Banking project, Intranet project, and Branch e-mail project. Intensive coordination between the Project Managers and vendors was also a requirement.
Project Manager, Branch Front End Application Replacement Project - 2003
My role was that of handling the first stage of the branch automation project. Which includes sending RFI to all venders, gathering business/user requirements to develop business requirement statements ( BRS ) from all users, and writing RFP.
Arab National Bank LAN Engineer
Assigned to the Information System Division my responsibilities included Local Area Network installation of ANB branches, PC troubleshooting, and User Support. LAN administrator of the Western Regional Automation Support Unit of Arab National Bank; till 30-06-97.
EDUCATION & TRAINING 2008 Canadian Management Cenetr, Canada, Toronto. Cousre in Advanced Sales Managemet. 2008 FUJITSU SIEMENS Computers (FSC), UAE, Dubai Certified PRIMERGY Sales Professional. Certified PRIMERGY Presales Consultant. 2006 Management Center Europe (MCE), United Kingdom, London 5 days Mini MBA course, which include Accounting, Finance, Strategy, Marketing and leadership. 2005 Sun Microsystems, UK PRINCE2 Certified. 2004 ITpreneurs, UAE, Dubai ITIL Certified. 2004 Arab Open University, Saudi Arabia. B. S. in Information Technology and computing, Arab Open University. 2002 IBM, United Kingdom, London - Attended MQSeries Administrator I Course. - Attended MQSeries Administrator II Course. 2001 Cisco, United States, Chicago Attended Cisco Systems annual user conference ( Net workers ) in Chicago. 2000 Microsoft, Netherlands, Amsterdam Attended Microsoft Tech-Ed 2000 conference in Amsterdam. 1998 ABC Corporation, United Kingdom, London A course in Structured Planning Techniques using PMW Software. IBM, United Kingdom, London A course in Communication Server/2 & Personal Communications for OS/2. CompuBase, Saudi Arabia, Riyadh A course in MS WindowsNT system, (Supporting MS WindowsNT 4.0 Core Technologies). CompuBase, Saudi Arabia, Riyadh A course in MS WindowsNT system, ( Administrating MS WindowsNT 4.0 ). 1997 IBM, United Kingdom, London A course in OS/2 System, OS/2 Warp server Update. IBM, United Kingdom, London A course in OS/2 System, REXX programming for OS/2 System. IBM, United Kingdom, London A course in OS/2 Ver. 4.0 System, OS/2 Warp server Advanced Administration. IBM, United Kingdom, London A course in OS/2 System, OS/2 Warp server Administration.
Certified Project Manager
Completed a Science degree in Industrial Electronics Engineering & Technology in 1993. My concentration during the last year was on Communication Systems, Data Transmission Technology, Micro Processor (8085), Power Electronics System, Programmable Logic Control (PLC), and Automatic Control. I was the team leader of my group on Diploma Project, which was on Electronic Circuits (Control System).