Service Delivery Managerv/ Project Manager
Atos
Total years of experience :17 years, 2 Months
Key Responsibilities
• Project Management
• Define IT Services scope, SLA and KPI
• Ensure the IT solution/IT Services are documented and understood and that all IT costs being managed within the budgets.
• Ensure correct operation of IT services by IT Delivery teams in providing services to business.
• Responsibility for the overall delivery of SLA’s.
• Reporting of IT SLA’s, SLA misses, definition of strategies to improve SLA delivery, work with the team and business to redefine SLA measures and targets.
• Contribute to (or set) strategy/direction for the IT aspects of business including ensuring the operational support model is appropriately defined/applied.
• Provide input to Technical teams - incident/change/problem management, availability and capacity management, escalation management, service level reporting.
• Operate as single point of contact between the business and IT (CIO).
Other Responsibilities
Controlling, monitoring and improving the ongoing IT-Service Management processes
Monitor and report service levels to local management and HQ
Liaise with procurement department for IT service contracts
Key Responsibilities
Project Managment
• Project Management
• Define IT Services scope, SLA and KPI
• Ensure the IT solution/IT Services are documented and understood and that all IT costs being managed within the budgets.
• Ensure correct operation of IT services by IT Delivery teams in providing services to business.
• Responsibility for the overall delivery of SLA’s.
• Reporting of IT SLA’s, SLA misses, definition of strategies to improve SLA delivery, work with the team and business to redefine SLA measures and targets.
• Contribute to (or set) strategy/direction for the IT aspects of business including ensuring the operational support model is appropriately defined/applied.
• Provide input to Technical teams - incident/change/problem management, availability and capacity management, escalation management, service level reporting.
• Operate as single point of contact between the business and IT (CIO).
Other Responsibilities
Controlling, monitoring and improving the ongoing IT-Service Management processes
Monitor and report service levels to local management and HQ
Liaise with procurement department for IT service contracts
leading the regional I.T. Co-coordinators in the region and was responsible for I.T infrastructure, Ms Exchange, File & Print servers, maintain budget and fess for I.T. Support & Equipment replacement, Planning & Documenting Disaster recovery for Servers, Maintain Regional Software & Hardware Inventory, Sarbanes oxley Documentation for Information Technology, for 12 regional offices in Kuwait, Bahrain, Saudi Arabia, Cairo, Turkey, Lebanon and India since January 2000.
Coordinate with Regional Country I.T. Support personnel
Develop and Manage Budget and Fees
Maintaining, trouble shooting Ms NT 4.0 /Windows 2000 Servers, Ms Exchange Mai l Servers in the Region
Maintain Sales Office Standard Computing Environment using global standards
Maintain key vendor relationships
Manage Equipment order and lease process using American Standard Business Services
Maintenance, implementation and installation of new operating systems and testing & troubleshooting of hardware and software products.
Monitor and Support Local / wide Area Network services, maintain local software usage and standards, Maintain hardware and software inventory
Coordinate and assist American Standard Business Services Help Desk with Sales Offices Remedy Tickets
Maintain Sales office Business Continuity binders and update Disaster Recovery Documents
The CISA designation is a globally recognized certification for Information Systems audit control, assurance and security professionals.
PMP Certification from Project Management Institute. PMP Number: 1440180