SENIOR MANAGER, ICT BUSINESS OPERATIONS
Omantel
مجموع سنوات الخبرة :24 years, 9 أشهر
Spearheaded and monitored ICT Business Operations from Presales and Solutions, to Service Delivery and PMO. Delivered
exceptional Support/SLA, Alliances/Partner, and Pricing/Bid Management.
• Led and oversaw all facets of full ownership of P&L +$ xxxM.
Lead, manage, and monitor a cross-functional team of experts comprised of 24+ FTEs, throughout various functions, such as Sales, Presales, Bid Management, Partnerships/Alliances, Product Dev and Marketing, Pricing, Managed Services, and Service Delivery/PMO to achieve companywide target as well as to add to the company’s top line. Facilitate the government and industry to digitalize businesses by developing ICT strategies through introducing a range of innovative and solid portfolio of products. Fostered and maintained strategic/tactical partnerships for organisational major projects as well as building industry verticals.
• Directed and administered a steady YoY growth in revenues throughout the pandemic and various
global/regional/country challenges with a full ownership of P&L of +$ xxxM.
• Played an active role in expanding the portfolio with a wide-range of technologies, such as digital solutions, cloud services, security services, unified communication solutions, big data and analytics, IOT, Smart Cities, and 5G.
Developed and managed the MS/SLA, PMO, and Signature Accounts functions within the ICT business division, enabled the differentiation quality of ICT managed services from the conventional services and standards. Played an active role in positioning Omantel ICT as the best MS service provider in the country by establishing and deploying strict policies/procedures, incorporating OLAs and SLAs, creating an ICT end-to-end support model, ensuring 24/7 support availability and consistent service level management at highest standards.
• Ensured efficient and fast projects delivery meeting/exceeding customer expectations; enabled faster recognition of revenues, resulting in exceeding the revenues targets in the first four consecutive years of the department age.
Delivered exceptional business minded support and oversaw the Managed Services business to develop and improve within the Region Middle East, comprised of 23 Countries; developed and promoted customer-centric offerings, and increasing Ericsson’s market share. Facilitated business opportunities by developing pre-sales services scoping, dimensioning, costing, risks identifications, and compliance during tender/RFP/RFQ phase in line with tender/RFP requirements.
• Assisted +20 Sales and BD Managers within various time zones serving as the region’s one and only MS SME as well as secured MS deals across the region, including Zain KSA, Wataniya KW, Etisalat EG, Vodafone EG, STC KSA,
Omantel, and Roshan AF.
• Played a crucial role in creating and developing all MS templates, FSO business cases fitting regionally, MS business
modelling, and FOPs providers evaluation matrix to become standard templates within Ericsson.
Delivering Managed Services to Huawei-STC project in Bahrain, encompassing Field Service
operations for STC network and providing experts and management services for the NOC (FO & BO).
For that I had to recruit and manage 50+ FTEs and subcontract three companies.
Turned the department losses into profits and positive margins right from my first working month by
reducing the OPEX significantly, thereafter further increased the top line by upselling more services
at good margins. Achieved very successful cash collection, developed and maintained a strong
relationship with the customer. Stopped the turnover and rather improved loyalty and motivation with no
additional cost but applying new ideas of knowledge sharing and synergies amongst teams.
Successful crisis management for the entire operation during the long unrest period in Bahrain with no
additional cost and with zero impact on the network performance.
Ensuring the network availability and service quality across Sudan and South Sudan. Recruited and
managed 40+ FTEs and subcontracted 6 companies.
Introduced innovative and out of the box ideas of managing the network field operations in order to
cope with the country challenges, thus applied different working models over the regions to get best
performance with minimum operating cost. Hence one zone was fully managed by in-house teams,
however outsourcing the other two zones to two service providers (SLAs).
Successful Crisis management for the field maintenance teams during the frequent unrest periods in the
country and in the high-risk areas like Darfur and South Sudan.
Developed and maintained the whole network spare parts inventory, managed all R&R activities with all
vendors ensuring spare parts availability everywhere across the vast and difficult country at all times
Jun 2004 to Nov 2005: Managed the MobiLink network field operations across Pakistan. Established
the business from scratch, recruited 134+ FTEs and hired one generators and fueling subcontractor.
Launched the operations with full SLA/KPI commitment in 1 month as opposed to planned 3-6 months.
Apr 1999 to Jun 2004: Established operations from scratch and provided field operations services for
MobiNil network in (Suez Canal and Sinani), recruited 30+FTEs, managed offices across the region.
Earlier to that, I started my career as a site engineer leading 6 FTEs in constructing and building GSM
sites for MobiNil Network where I got promoted in one month period and selected to venture into the
new business of O&M Managed Services.
