Service Delivery Manager
Majid Al Futtaim Ventures
Total years of experience :25 years, 7 Months
Responsible for end to end IT Infrastructure and Service Desk Operations of MAF Ventures across group of
companies including Retail, Leisure, Cinema and Finance spread across 10 countries
• Steering the activities for Service Delivery, Innovation & Transformation and maintaining healthy portfolio as per
contract within the limits of pre-defined corporate guidelines
• Managing Day to Day operations and Service Level Agreements
• Process Owner for Incident, Problem, Knowledge, Configuration and Vendor Management
• Preparing the Monthly MIS Reports and reviewing it with Management team along with Intertec Senior Management team
• Working as the Single Point of Contact for Service Delivery Operations across all Operating Companies of Majid Al Futtaim Ventures
• Managing the 22 Onsite resources and 25+ shared NOC and L2/L3 shared resources for Infrastructure support
• Responsible for managing the Infrastructure and End User IT assets and providing the monthly and on demand reports to customer
• Managing the vendors across from multiple countries to manage the onsite support of customer
• Suggesting corrective and preventive plan of actions for service level breaches, near misses & customer escalations
• Developing plans for incident, problem and service request management and incident/ change management, communication plans for regular updates, incidents, and service status
• Escalating any issues as an appropriate to the senior management and providing input on the continuous improvement of the project delivery cycle
• Enhancing customer satisfaction improvement through end user, program level and annual survey
• Monitoring that SLA/KPI Deliverables are met as per the SOW, ITIL operational compliances are conducted and customer risks are identified and updated through customer connect
• Steering contract compliance as per Service Agreement and tracking customer deliverables
• Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes
• Steering the activities for service delivery, innovation & transformation and maintaining healthy portfolio as per contract within the limits of pre-defined corporate guidelines
• Implementing strategic plans for information systems & technology solutions for products, extending ITIL service support in incident, problem, change and configuration management
• Responsible for managing all the Infrastructure related changes by submitting it to CAB, attending the CAB meeting and ensuring all the approved changes implemented as per plan by keeping all the stakeholders informed
Highlights:
• Ensured 100% compliance with the SLAs in overall service delivery operations
• Identified the Services for the Automation initiatives and implemented in the customer environment which
improved the user experience, quicker fulfilment time and reduction in the operation cost
• Planned and Successfully completed the launch of LANDesk ITSM by migrating from HPSM without having any
impact in the IT operations and business
• Streamlined the Major incident process as per business requirement and ensured all the major incidents are
responded and resolved quickly with minimum impact to business
Responsible for end to end Program Management for IT End User Support Services- Service Delivery, Service Desk, Field Support, Asset Management and Vendor Management
• Monitoring that SLA/KPI Deliverables are met as per the SOW, ITIL operational compliances are conducted and customer risks are identified and updated through customer connect
• Enhancing customer satisfaction improvement through end user, program level and annual surveys
• Managing the IT Asset and CMDB functions of client and submitting monthly and periodic reports
• Suggesting corrective and preventive plan of actions for service level breaches, near misses & customer escalations
• Submission of Monthly MIS Reports and conducting review meeting with client IT Management
• Manage escalations on delivery issues by working as the Single Point of Contact for delivery for the project
Managed the team of Technical Support Engineers by assigning & reviewing user calls and achieved 100 % SLA
compliance
• Submission of Daily, Weekly and Monthly Reports to Adnoc IT Management
• End user Computing Support for VIP Users and onsite Support for various sites located across UAE
• Provided L1/L2 support Severs and OS related issues
• Provided the L1/L2 support for LANDesk Management Suite, McAfee ePo, Citrix and Print Server
• Assisted the Infrastructure and Operations Team in major projects for the successful completion of the Projects
Managed the implementation of major Infrastructure Projects for Government, Corporate and Banking sectors
• Provided Warranty Support for Compaq /HP Servers, Desktops, Laptops and Peripherals
• Provided the support AMC customers for Servers, Network Products and various Backup products
ITIL 4 Foundation Certified ITIL V3 Foundation Certified ITIL V3 Intermediate (SO) Trained in COBIT/ ISO 20000 / ISO 27001 Implementation