Country Lead (IT Service Delivery)
Excis Ltd
Total years of experience :10 years, 0 Months
Maintain high performing service support functions including End User Computing for
all three sites of P&G Pakistan, a client of HCL Technologies.
❖ End to End IT Operations delivery.
❖ Owner of the Incident, Fulfilment Request, Change and Escalation processes,
ensuring high levels of performance in these processes, accurate reporting and
establishing service improvement activities when required.
❖ As owner of the escalation process, take ownership of Critical/Major incidents to
ensuring coordination of resolving parties, effective communication to stakeholders
and provide RCA for any site level outage.
❖ Successful service delivery -manage service delivery SLA achievement and
responsible for improving employee experience. Track site level CSAT and work with
respective stake holder/service providers for improvement plans.
❖ Monitor, control and support service delivery; ensuring systems, methodologies and
procedures are in place and followed
❖ IT Asset Management
❖ Be accountable for the quality of Service and performance; ensuring future demand
from growth and projects is understood and factored into capacity plans for all
associated systems
❖ Drive internal and third-party service review meetings covering performance, service
improvements, quality and processes
❖ Take ownership working with various parties in updating IT Continuity Plan for the
site
❖ Work with tower leads to provide recommendations for site level Improvement plans
which will help P&G reduce the cost, of services
❖ Identify potential IT problems/issues/risks and work with respective service
providers for solutions.
❖ Act as single point of contact for IT projects being planned/implemented at site
Maintain high performing service support functions including End User Computing
❖ Owner of the Incident, Request, Change and Escalation processes, ensuring high
levels of performance in these processes, accurate reporting and establishing service
improvement activities when required
❖ As owner of the escalation process, take ownership of major incidents to ensuring
coordination of resolving parties, effective communication to stakeholders and post
incident review
❖ Successful service delivery -manage service delivery SLA achievement and high level
of customer satisfaction
❖ Monitor, control and support service delivery; ensuring systems, methodologies and
procedures are in place and followed
❖ BCP - IT Continuity Planning
❖ IT Asset Management
❖ Be accountable for the quality of Service and performance; ensuring future demand
from growth and projects is understood and factored into capacity plans for all
associated systems
❖ Drive internal and third party service review meetings covering performance, service
improvements, quality and processes
❖ Make recommendations for Service Improvement Plans and ensure actions are
followed through to completion in a timely manner
❖ Project coordination among other service providers
Operations & Governance Services
➢ Site IT - OT Operations Management Service
➢ Site IT - OT Critical & Major Incident Management Service
➢ Site IT - OT Change Management Service
➢ Site IT - OT Problem Management Service
➢ Site IT - OT Hosting Coordination Service
➢ Site Control Self-Assessment (CSA) Support & Execution for IT-OT
Services
➢ Site IT Continuity CSA
➢ IT Asset Management
➢ Application Management
➢ Operating System Management
➢ IT Operations
➢ Project & Initiative Consultancy
➢ Continuous Improvement
❖ IT Facilities Quality Review Service
➢ IT Facilities Site Assessment
➢ IT Facilities Third Party Servicing Schedule & Contract Assessment
➢ IT Facilities Ongoing Quality Review Service
prepared all training material of MS Office 2010 modules,
Conduct training sessions as trainer at two plants of P&G
❖ Procurement and technical documentation
ITEC-Information Technology Engineering Company, National IT Park
Graduation