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تم إلغاء حظر المستخدم بنجاح
Mohammed Kamran Azeezi, Senior Service Delivery Manager

Mohammed Kamran Azeezi

Senior Service Delivery Manager·Eli Lilly & Company

الإمارات العربية المتحدة

ماجستير, Master of Business Administration in Business Analytics

الخبرة العملية

مجموع سنوات الخبرة: 12 سنوات, 4 أشهر

Senior Service Delivery Manager

أكتوبر 2023 - حتى الآن

Eli Lilly & Company

دبي، الإمارات العربية المتحدة

أكتوبر 2023 - حتى الآن

• Managed a $6 million portfolio of IT service accounts spanning across Europe, Middle East and America, achieving a 97% on-time delivery rate through strategic planning and alignment with business objectives.
• Led a cross-functional team of 30+ ITSM professionals to improve service eficiency by optimizing incident, problem, change, configuration, and release management processes.
• Conducted regular service performance reviews and identified ineficiencies, leading to a 30% reduction in SLA breaches and a 15% increase in operational eficiency.
• Led service delivery, implementing ITIL and IT governance principles to manage end-to end service execution and operations for over 40 cloud solutions, ensuring efective service delivery for key customers.
• Managed vendor relationships for outsourced IT services, ensuring contract adherence and alignment with strategic IT objectives.
• Conducted impact analysis for IT changes, assessed change readiness, and led IT CAB meetings, resulting in 100% successful change implementations with no critical incidents.
• Outlined project plans, project proposals, KPI, WBS, and SOW, discussed deliverables, determined resources, created roadmaps, timelines, and generated initial budgets as part of project scope documentation.
• Planned, organized, and ensured adequate stafing, execution, and monitoring of all development activities and related support operations.
• Monitored and reported to leadership on the progress of all project activities within the program, including significant milestones, and any conditions, which would afect project cost or schedule.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Service Delivery Manager

أغسطس 2021 - أكتوبر 2023

Kyndryl

بنغالورو، الهند

أغسطس 2021 - أكتوبر 2023

• Led the end-to-end delivery of multiple ITSM process automation projects, reducing service costs by 25% and enhancing service delivery.
• Achieved a 15% increase in SLA adherence by optimizing incident and problem management processes, reducing customer escalations.
• Streamlined the application portfolio by collaborating with key vendors and renegotiating contracts, resulting in a 15% improvement in performance and cost eficiency.
• Implemented continuous service improvement initiatives by analyzing service performance data, identifying ineficiencies, and developing action plans to enhance service quality and delivery.
• Enhanced IT service performance by implementing comprehensive SLAs and OLAs, resulting in a 30% improvement in key metrics and a 25% increase in CSAT across multiple business units.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

IT Service Manager

سبتمبر 2019 - أغسطس 2021

IBM

دبي، الإمارات العربية المتحدة

سبتمبر 2019 - أغسطس 2021

• Led seamless transition and onboarding for 10+ clients into managed-services, achieving
100% operational continuity and 20% faster service activation.
• Led a cross-skilled team of 37+ L2/L3 system engineers, overseeing application technical support and customer service operations.
• Oversaw the integrity and accuracy of CMDB, ensuring all configuration items (CIs) were up to-date and aligned with ITIL best practices, leading to improved asset management and incident resolution.
• Automated 85% of manual workflows on ServiceNow, resulting in a 40% reduction in incident resolution time and improved overall service performance.
• Participated in drafting service budgets, advising on areas of possible improvement to reduce costs and delivery times.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Technology Operations Manager

أكتوبر 2017 - أغسطس 2019

IBM

دبي، الإمارات العربية المتحدة

أكتوبر 2017 - أغسطس 2019

• Performed trend analysis on incident and CSAT reports, identified key issues and drove service improvements that reduced incident resolution time by 30% and boosted CSAT scores by 20%.
• Developed and maintained a central reporting hub to track IT service KPIs & performance metrics, leading to a 35% improvement in service report accuracy and timely delivery.
• Increased operational eficiency by 40% by streamlining processes using Shift-left and automation technologies.

مجال الشركة:
خدمات تكنولوجيا المعلومات

Team Lead – Transition and Project management

فبراير 2014 - سبتمبر 2017

IBM

دبي، الإمارات العربية المتحدة

فبراير 2014 - سبتمبر 2017

• Owned and led Service Design, Transition and Continuous Improvement activities for multiple services including infra services, critical incident management, service desks and contact centers.
• Enhanced ITSM process, service levels, and tool management adherence to industry standards such as ITIL, Lean Six Sigma and DevOps to 40%, by facilitating workshops.
• Governed and controlled open risks that impact scope, schedule, and budget with mitigation plans.

مجال الشركة:
خدمات تكنولوجيا المعلومات

التعليم

Liverpool John Moores University

يونيو 2025

يونيو 2025

ماجستير، Master of Business Administration in Business Analytics

المملكة المتحدة

Indian Institute of Technology

يناير 2025

يناير 2025

دبلوم، Advanced Certification in Cloud Computing & DevOps (Azure, AWS, GCP)

الهند

Bangalore University

مايو 2013

مايو 2013

بكالوريوس، Computer Applications

الهند

Skills

Project Management
Expert
Project Management
Expert
IT Service Management
Expert
IT Service Management
Expert
ITIL
Expert
ITIL
Expert
Incident Management
Expert
Incident Management
Expert
Stakeholder Management
Expert
Stakeholder Management
Expert
Stakeholder Management
Expert
Stakeholder Management
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
AUTOMATION
Expert
AUTOMATION
Expert
GOVERNANCE
Expert
GOVERNANCE
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
LEAN SIX SIGMA
Expert
LEAN SIX SIGMA
Expert
PROJECT PROPOSALS
Expert
PROJECT PROPOSALS
Expert
STREAMLINING
Expert
STREAMLINING
Expert
LEADERSHIP
Expert
LEADERSHIP
Expert
MITIGATION
Expert
MITIGATION
Expert
ITIL
Expert
ITIL
Expert
IT Operations
Expert
IT Operations
Expert
TREND ANALYSIS
Expert
TREND ANALYSIS
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
Cloud Computing
Intermediate
Cloud Computing
Intermediate
TOOL MANAGEMENT
Expert
TOOL MANAGEMENT
Expert
Incident Management
Expert
Incident Management
Expert
Client Relationship Management
Expert
Client Relationship Management
Expert
IT Service Management
Expert
IT Service Management
Expert
Change Management
Intermediate
Change Management
Intermediate
Project Management
Intermediate
Project Management
Intermediate
Root Cause Analysis
Expert
Root Cause Analysis
Expert
Six Sigma
Expert
Six Sigma
Expert
Agile
Intermediate
Agile
Intermediate
People Management
Expert
People Management
Expert
Escalation Management
Expert
Escalation Management
Expert
Resource Capacity Planning
Expert
Resource Capacity Planning
Expert
Program Management
Expert
Program Management
Expert
IT Service Delivery
Expert
IT Service Delivery
Expert

اللغات

الانجليزية
متمرّس
الهندية
اللغة الأم

التدريب و الشهادات

الشهادات
IBM Agile Explorer
SIAM Introduction, Overview and Use Cases
AWS Partner- Cloud Practitioner Essential
PMP
ITIL 4
Aug 2023 - Aug 2026
عرض الشهادات

الهوايات

  • Mentoring
    Recognized mentor at IBM. Mentored 40 team members to improve productivity, accuracy and commitment to friendly service by training them on the new system to overcome gaps.