Services Delivery Director
Alnafitha International Information Technology
Total years of experience :17 years, 4 Months
Head of services delivery units (ICT, ITSM, Security and Tracking), Managing Delivery teams. oversees the delivery of services to a company's clients. Establishes policies designed to ensure consistently high service performance, monitors employees and evaluates customer feedback to develop quality improvement processes.
Key Responsibilities:
o Responsible for delivering excellence in all aspects of the support function within an ITIL derived framework.
o Provide coaching and support for technical teams in areas such as conflict resolution, time management, problem solving, project management tasks management and work processes
o Monitors and manages performance issues
o Maintain a high level, highly credible presence with key stakeholders.
o Take ownership of problems, and strive for excellence.
o Line management, leadership, mentoring and staff development of the support team in all locations.
o Staff recruitment, development and training.
o Service design, process development and ticket management to agreed SLAs.
o Out of Hours and emergency escalation.
Managing ICT Service delivery team and Projects. Responsible for co-coordinating the delivery of services into key clients. creating long-term healthy client relationships, acting as the bridge between the client and our operational delivery teams. governance across all areas of service delivery process, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.
Key Responsibilities:
o Oversee and provide guidance on link delivery process from start to finish
o Monitor overall performance of services and timelines to deliver
o Distribute service reports weekly to key internal personal and clients and raise any potential issues
o Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.
o Ensuring operations teams are aware of changes and are prepared.
o Building a personal relationship with key client staff
o Collaborating with senior management and key account manager on client account management and growth
o Lead the Technical team to continually improve skills level
o Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
o Provide regular and accurate management reporting on Projects delivery
o Managing internal IT environment
I am a member of Arabsoft PMO; my role is handling company’s projects, either Implementation, man power or Microsoft Enterprise Agreements projects. Using PMI or MSF methodology to handle project from initiation to the closing and sign off.
Key Projects:
o Ministry of Health (MOH):Microsoft Infrastructure Project, It’s a three months’ project that aims to design, plan and Implements System Center Configuration Manager” SCCM” 2007, Exchange 2010 Unified Massaging, Lync 2010 and Key Management Services “KMS” for MOH
o Ministry of Municipalities & Rural Affairs (MOMRA): Symantec NetBackup Project, it is a project to deliver a Backup Solution consultancy service based on Symantec NetBackup.
o King Fahd Medical City (KFMC):Microsoft Enterprise agreement Program. It’s a three years Program that contains some project like SharePoint, Exchange 2010 and System Center Configuration Manager” SCCM” 2007.
o Saudi Industrial Property Authority (MODON):Microsoft Infrastructure Project, It’s a two and half months’ project that aims to design, plan and Implements System Center Configuration Manager” SCCM” 2007, Windows 2008 active directory, Exchange 2010 Unified Massaging, Lync 2010 and Hyper V for MODON.
o GDMW: Software & license renewal and Hardware maintenance project. . It’s a three years Program that contain MS Enterprise agreement, services and support for MS products, Bentley license renewal and maintain and supply Hardware for GDMW
o Majmaah University (MU): Microsoft Infrastructure Project, It’s a six months’ project that aims to design, plan and Implements Windows 2008 active directory, Exchange 2010, System Center Configuration Manager” SCCM” 2007, System Center Operation Manager” SCOM” 2007and Data Protection Manager “DPM” 2010 for MU.
o Saudi Industrial Development fund (SIDF):Microsoft Enterprise agreement Program. It’s a three years Program that contains some project like System Center Configuration Manager” SCCM” 2007, Windows 2008 active directory and Windows 7 jump start.
o Ministry of water & Electricity (MOWE): Oracle GRP (E-BUSINESS SUITE) System Program. It’s a three years Program that has two sup projects Oracle GRP and Change management.
o Al Rajhi Bank: Microsoft Enterprise agreement Program. It’s a three years Program that contains some project like Exchange 2010, Windows 2008 active directory.
o Saline Water Conversion Corporation (SWCC)
o MAWHIBA
o National Security Council (NSC)
o Board of grievance (BOG)
o King Abdul-Aziz City for Science and Technology (KACST)
I was responsible for company GPR division. Which create, maintain and enhance customer relationships, giving presentation and life demo, clarifying the products specifications, quote them and after sale care. Beside follow up with the old clients
Responsible for managing day-to-day operations, my role was coordinating between the project and the company, which include stuff handling and managing, ministry's requests fulfill and keeping the project in schedule and scope. Also I was having a role in the company as business development manager assistant in the government tenders, which include proposals preparation, get quotation for the items in tenders from either in or outside KSA, CVs preparation and tender requirements fulfill.