Service Delivery Manager
abu dhabi education council (adec)
Total des années d'expérience :30 years, 6 Mois
Spearhead a team of 51+ engineers to render support to 16, 000 users and 270 schools through establishment of quality service, business operations, process and governance support.
Ensure compliance to SLA parameters pertaining to day to day operations, support, monitoring, reporting, billing and vendor management for the $17 Million ADEC account.
Involved in design & implementation of processes, SOP, communication, authorization of execution and aligning new processes between various parties of ADEC.
Present data on monthly billing of resources and non-warranty repairs to the leadership team of ADEC, Etisalat and Smartworld.
Manage implementation & execution of asset tracking processes and procedures.
Ensure prompt resolution of political/ technical escalations and conducting of analytical surveys aimed at maximizing customer satisfaction.
Coordinate with business leaders in definition of operational strategy and facilitating delivery.
Achievements:
Instrumental in setting up service organization (including process design, SOP, workflow and governance) to support 16000 users across 3 regions covering 275 schools and sites.
Acknowledged for increasing customer satisfaction by 22%, accomplishing monthly SLA of 99.59% on an average of 3700 cases.
Played key role in generating revenue opportunity of AED 4 million annually.
Project:
Managed Services of 16, 000 users, Tier 1 & Tier 2, Remote, Field Support, Service Desk, Data Centre of Abu Dhabi Education Council.
IT Delivery Manager involved in design & implementation of process/ project plans, SOP, governance, setting up of service organization, negotiate contacts, prices & SLA including vendor management, asset tracking and billing.
Accountabilities
Managing Infrastructure and Operation of MOH. USD 30 million project supporting 55, 000 user account throughout the ministry and hospitals across the kingdom. 200TB Storage in Cloud and virtualized environment, the Largest cloud environment in the ME region.
Design ITIL processes, implementation and roll out using HP Service Manager, NNMI and MCI.
Gap analysis, and implementation of IT best practises across IT group.
Coordinate with business leaders in definition of operational strategy and facilitating delivery.
Ensure delivery and project closure based on the contract list of deliverables
Ensure prompt resolution of political/ technical escalations and conducting of analytical surveys aimed at maximizing customer satisfaction.
Plan emergency response during disaster and ensure IT and complied with the plan.
•Direct, plan and mange IT department; serving 6 countries in the region. Reasonable for day to day Operation, Projects, Disaster Recovery, Business Continuity, end user support. Ensuring high availability, reliability and quality of service needed for the business.
•Responsible for aligning IT strategic with business strategic and initiatives, that includes effectives and high availability of overall operational such as Systems, Security, Network and communication lines and cloud as well as VoIP and CCTV systems within GCC offices.
•Undertaking a key role in ensuring required quality of service, throughout enablement incident / service management and ensuring high availability and performance is achieved for business applications and transactions.
•Responsible for all external/ internal IT/ BCP audit and Due Diligent in the region
•Design and implement process, SOP, KPI, governance of communication, and authorization execution
•Responsible for aligning new processes, responsibilities between all parties within the firm.
•Manage vender’s contract, and aligning vendor SLA and OLA with business needs.
•Mange Asset tracking process and procedures, implementation and execution.
• Proactively manage project processes including initiation, planning, execution, control and closure for business change initiatives and managing change management process.
•Managing and Involved with Risk, Business continuity and Disaster recovery.
•Development of IT policy and process cross different teams within the Corporate
•Manage and direct IT professional and Dept. insuring proper tools, training and environment are applied and that company’s policy imbedded within operation.
•Manage relationship with stakeholders (Business Dept., vendors, suppliers and Local/ global service providers.
•Preparing financial planning of annual budget(Capex/ Opex). Budget control of USD 5 million. Asset control of USD 15 million.
• Responsible for planning, building and directing of IT Dept. operation, ensuring the availability, reliability, performance, responsive to the business need and organization strategy
Meeting the daily obligation of ensuring consistency of business process: visibility, measurement of team performance, enforcing procedures and scheduling.
• Managing employee escalation and insuring appropriate process been followed for troubleshooting and closing on technical cases.
• Planning for new hires training matrix, product matrix.
• Planning for Business Continuity and Disaster Recovery
• Analyzing Business processes, identifying issues and process gaps, modify process, and managing and control transformation
• Analyze customer infrastructure, business needs; suggest improvement based on strategic plan.
• Ensure IT systems maintain appropriate IT security, including: Define, document and implement configurations that include appropriate security settings
• Planning and providing the information and service needed for business request and decision making
• Ongoing training and education of IT staff, Managing 25 employees
• Manage purchase and inventory of IT hardware and software
• Proactively manage all project processes including initiation, planning, execution, control and closure for business change initiatives.
• Analyzing Business processes, identifying issues and process gaps, modify process, and managing and control transformation.
• Setting up vender service agreement (SLA) such as DG, Dell, HP, etc. monitoring escalation and performance
• Responsible for release and roll out of hardware/ software, service
• Participates in the preparation of the division annual budget
Worked with CRM team in identifying business requirement from service prospective
· Involved in communicating the change handling between SAP team and Service Division at Kodak which includes (call center, field, logistics and order management)
· Defined project scope, and parties that will be affected by the change.
· Provided guidelines for the change agent to follow.
· Ensure project goals are meet, and worked with IS Business Analysts, validating requirement during testing and QA phase.
· Organized Informative sessions for the service division (team leads and their members), presentation, and conferences
· Provided continuous progress and update information to all affected parties.
· Involved in planning SAP training, conducting surveys, and onsite training.
· Lead and motivated Super User team and conveyed their feedback to the SAP implementers and operations group.
·· Provided direction and level 2 support to System Support Engineers (SSE’s), customer, and field engineers.
· Accepted technical escalation from SSE’s customer, and field engineers
· Communicate new procedural and technical issues to all affected parties
· Submitted problem analysis reports, recommendations to product developers on regular bases.
· Troubleshooting and Remote Technical Support includes Connectivity, Network, RAID, Servers and Database for Creo’s customer around the globe.
· Maintain superior knowledge of industry standard hardware, software application and operating systems and relevant diagnostic tools.
· Working with the developers, providing inputs, monitor job performance and implement their new features and recommendation for best customer satisfaction
· Tested requirements analysis, test cases & plans definition, test files and criteria definition, updates, analysis and reporting. Document procedures Regression, Functionality, Load and other testing experience.
· Multitasking and prioritize workload, demonstrate sense of urgency.
Managed the Quality Control Dept, testing and qualifying new software library/ museum Web archiver- Gencat
· Maintained Web Server and PC / Local Area Network.
· Managed the Computer Technical Dept.
· Led the technical training for client, sales rep. and Junior Technicians supervising.
· Provided Technical Support and Trouble shooting- field and in store- for Clients and Sales Rep.
· Customer Service and Public Relations.
· Significantly increased customer satisfaction and sales. Received the company annual award for best customer satisfaction.
· Led the effort in establishing and growing the technical support group.
· Assembled drawings, procedures. Tested procedures hardware induding mainboards, sound and video cards for laptop computers.
· Tested product for quality assurance
