محمد سيف الدين أحمد

Working as part of the Global Service Management team to deliver and manage the
Knowledge Management process and complex projects for WPP globally across 100
countries, 2000 sites and 180, 000 End Users.
• Coordination and Management of Vendors by Region as a part of End to End Service
Management.
• Regular Interlocks with all Client & Account Teams for Delivery, Performance updates
and review
• Leading End to End Incident Management, End to End Problem Management and End to
End Operational Knowledge Management.
• Oversee and coordinate the planning and execution of processes and/or subprocesses
across Resolver Groups and Vendors
• Develop and maintain the PIM to define the working relationship between the Resolver
Groups and Vendors
• Provide protocol / terms of reference, defining how Resolver Groups and Vendors will
work together to support execution of End to End Service Management.
• Manage interactions on the performance of Resolver Groups and Vendors in relation to
compliance with the policies and processes as specified in the Process Interface Manual
• Manage and Perform the operational service reviews on the performance of Resolver
Groups and Vendors to service level agreements. exception management, actions to
address service level agreement failures and recommendations on service improvement
activities.
• Handle delivery performance escalations in relation to Resolver Groups and Vendors
• Provide the day to day operational management of Resolver Groups and Vendors in
respect service level performance, in addition to End to End Service Management
Services to Management and Customer
• Make available Global Service Management Tool & Other Tools for services delivery
• Provide education material on processes, sub-processes along with access to Global
Service Management Tool & Other Tools to Resolver Groups and Vendors.
• Distribute electronic training material to End Users as appropriate and provide user
communication regarding new services by Vendors.
• Build Self Service knowledgebase, for end users to follow, which comprised of self help
guides, and articles which helped them resolve their issues instead of contacting the
service desk, by creating 400+ articles, the contact towards service desk reduced by
4.18% in 2018.

Global Knowledge Management

Built and oversaw activities of knowledge creation teams, with responsibility for identifying
knowledge deficiencies and information needs, and developing up to date technical
documentation. Managed data utilization by Helpdesk and production support teams and liaised
with analysts to improve data quality and effectiveness. Managed tracking metrics for technical
documentation and developed effective working models for accountability. Maintained
RightAnswers database, monitored and maintained all knowledge articles for compliance, and
coordinated between the Helpdesk and Remote Support Teams. Coordinated information
development with Instructional Designers to ensure single sourcing of content for reference and
training presentations.
* Co-managed RightAnswers Knowledge Quality Effort spanning entire company.
* Supervised over 70 authoring teams and 800 authors, while acting as primary contact for all
troubleshooting and training.
* Performed target audience and knowledge needs analysis to define unique user groups

• Successfully completed & implemented 31 Right to Lefts for WPP group
• Workday Testing & Implementation for Suntrust Banks
• Six Sigma - WPP Group Lean certification on Desk CSAT & FTF improvement.
• Knowledge Management Search Optimization Project on ServiceNow - Optimized
Search using Sequential search algorithm (similar like Google), which helped users &
front desk to search article within 5 seconds.
• ServiceNow v3 framework for Self Service knowledgebase. (development and
customization)
• ServiceNow v3 framework for IT Support knowledgebase