Global Services Lead - Partner Services
EMC
Total years of experience :33 years, 9 Months
Leading and managing channel service enablement and channel service strategy development.
Directing channel service portfolio development, collaborative service delivery and deployment for infrastructure management, evolving technologies, cloud computing, virtualisation and data centres architecture.
Established a platform to deliver projects and professional services; also worked closely with service partners.
Strategically directed the regional programme delivery performance, PMO, operational excellence, compliance and quality.
Led business development, process optimisation, organisational and operational excellence, as well as capacity planning, utilisation, resources and skills management.
Supervised a regional programme delivery team of 300 professionals whilst continuously monitoring staff performance.
Planned, developed and commissioned a margin improvement plan and service delivery quality management programme to maximise services profit.
Organised and implemented high calibre delivery team capabilities in the areas of cloud computing, big data analytics, etc.
Developed project management methodology, training collateral, certification and professional development of professional services delivery resources.
Proactively participated in business continuity and disaster recovery strategy planning, implementation and management.
Managed high profile multi-million USD programmes for major clients across the region and developed excellent C-level customer relations. Projects included;
o IT strategy planning and management.
o Business continuity and disaster recovery.
o Data centre relocation and consolidation.
o Storage consolidation and management and data warehousing.
Oversaw the delivery of more than 400 projects per quarter across the region and led a team that included:
o 10 area programme delivery managers, 50 project and program managers.
o 270 solution architects, implementation engineers and delivery specialists.
Managed P/L responsibility from 2007 - 2012.
Achievements
Ensured smooth data centre relocation for a major ME bank with 0% loss of data, reduction of recovery time on critical mission applications, Recovery Point Objective (RPO) and Recovery Time Objective (RTO).
Optimised and consolidated data storage, retrieval and retention, also ensured appropriate storage consolidation and optimisation. Ensured data backup as well as managing recovery planning.
Grew the annual revenue from 20M USD to 100M.
Increased the Project delivery profit margin from 15% to 28%.
Improved Project Managers’ PMP certification from 10% to 85% and compliance to 100%.
Increased delivery efficiency and accuracy to 98%.
Managed multi million revenue programmes from inception to completion.
Directed all activities related to IT strategy planning and management, information lifecycle management, quality, procurement, human resources, communication, customer interaction, scheduling and contracts management.
Controlled services such as transition and transformation management, consolidation planning and management.
Developed and executed project plans related to risk, communication, cost and budget, time schedule, procurement and resources management.
Developed and executed project management methodology, prepared documentation and set up PMO, and ensured continuous development of professional services delivery methodology.
Managed IT budgeting and cost control, Infrastructure, change and integration management, risk evaluation, mitigation, contingency planning and management.
Effectively negotiated contracts and planned available resources while managing high profile programmes.
Achievements:
Managed the largest transition and transformation HP project in the M. East & N. Africa including;
o Multiple outsourcing projects, managed services and transformation projects and technology refreshing programmes.
o Data centre consolidation and optimisation with a 70% overhead reduction. Call centre consolidation from 7 to 3.
o 30-40% cost saving, 20-30% call handling enhancement, 30-40% performance and efficiency enhancement.
o Customer relationship management, ERP Implementation, Data warehousing, Outsourcing and Managed Services.
Key results from selected assignments included;
o 90% call centre process enhancement, 95% improving call centre efficiency and issue resolution.
o Knowledge base development.
o 100% data availability and management and 100% data segmentation and classification.
Formulated IT security policies, risk and contingency plans while involved in project planning and execution, identifying threats and vulnerabilities as well as recommending and implementing controls.
Defined a strategic IT plan and architecture and documented guidelines for IT security and IT risk management.
Managed Information security investment, architecture & technology direction whilst dealing with incidents, data, facilities.
Applied ITIL IT infrastructure library and ISACA COBIT, controlled objectives for information and related technology.
Ensured appropriate IT direction, organisation and compliance; managed third-party services, performance and capacity.
Managed IT audit related aspects for core banking applications.
Served as a Director at the professional development department, a board committee to oversee all professional development activities.
Achievements
Drove the information technology strategy and directions for customers while conducting information technology compliance, audit and control reviews.
Led seminars and lectured on information technology risk and security. Guest lecturer at the Emirates Institute for Banking and Financial Studies on IT Audit, Computer Crime and Security, project Management and Lifecycle.
Implemented enterprise resource planning as well as integrated applications and financial services solutions for customers.
On-Going Certificate