IT Service Delivery Manager
Ghassan Aboud Group
مجموع سنوات الخبرة :13 years, 1 أشهر
• Service Delivery Management: Oversee and manage the end-to-end delivery of services for a multinational conglomerate (Ghassan Aboud Group) and its 15+ subsidiaries engaged in several key business sectors, ensuring adherence to service-level agreements (SLAs) and meeting customer expectations. Monitor service performance, availability, and reliability.
• Best Practices and Process Implementation: Recommend best IT practices in accordance with ITIL by understanding and identifying business needs, implement and maintain ITSM processes and policies such as Service Desk Procedure, Incident Management, Problem Management, Change Enablement, Service Catalogue Management and Service Request Management, ensuring they are aligned with ITIL4 or other service management best practices.
• System Configuration and Management: Setting up, configuring, and managing ITSM tools and platforms, which may include service desk software, asset management systems, monitoring and other ITIL4-aligned tools.
• Incident and Problem Management: Manage the resolution of incidents and problems related to the program. Coordinate with support teams to identify, prioritize, and resolve issues in a timely manner. Implement proactive measures to prevent recurring incidents.
• Change and Release Management: Coordinate and oversee change and release management activities for the program. Ensure that changes are properly planned, tested, and implemented without disrupting service availability. Monitor the impact of changes and releases on service performance.
• Vendor and Supplier Management: Manage relationships with vendors and service providers involved in the delivery of program services. Monitor service contracts, track vendor performance, and ensure compliance with agreed-upon service levels and contractual obligations.
• Team Leadership and People Management: Lead, mentor, and motivate a team of IT professionals, fostering a culture of excellence and continuous improvement.
• Service Reporting and Metrics: Develop and maintain service reporting mechanisms to track and communicate the performance of program services. Generate service-level reports, including key metrics, SLA compliance, and customer satisfaction.
• Service Desk and User Support: Define and enforce service desk procedures, monitor response times, and promote a positive user experience. Implement efficient IT support processes to address internal user issues promptly and effectively, and establish a system for logging, tracking, and resolving IT support requests, ensuring a streamlined and user-friendly support experience.
• Service Improvement: Drive continuous improvement in program services by analyzing service performance, identifying areas for enhancement, and implementing service improvement initiatives. Seek feedback from users and stakeholders to identify service improvement opportunities.
• Stakeholder Engagement: Engage with stakeholders, including business owners, users, and executive management, to understand their requirements, address concerns, and ensure alignment between service delivery and business objectives. Foster strong relationships and effective communication channels.
• Service Delivery Management: Oversee the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner.
• Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
• Manage the relationship with the managed service provider, including service level agreements and performance reviews.
• Hold regular meetings with the provider to review performance, address concerns, and drive continuous improvement.
• Service Desk Management: Responsible for the day-to-day delivery of Centralized IT Support Services to Royal Group and IHC, including 50+ subsidiaries and international entities.
• Lead and manage a team of IT Service Desk and Desktop Support Engineers to carry out end-to-end user support operations properly and promptly, monitor and evaluates the overall performance to ensure problems are timely responded to and accurately resolved.
• Measure and monitor the critical KPIs such as First Call or Level Resolution, Abended Call Rate, First Response, Ticket Closure Rate within SLA, MTTR and KB creations, etc. are met for the SD team.
• Creates support knowledge base by managing the development and communication of IT support manuals, technical notes, and articles to clients in line with SLAs.
• Demonstrates a continual improvement in Service Desk performance by leveraging people, processes, and technologies to align the Service Desk to ITIL best practices.
• Handles all sort of escalations, act as a single point of contact for escalations from business-critical users and VIP users including Board Members, Chief X Officers, etc, and provide timely solutions, ensuring their expectations are met or exceeded.
IT Service Management: Accountable for ensuring that ITSM processes are fit for purpose, efficient and effective, adhere to ITIL best practices, and align with business requirements with strategic direction and guidance of ITSM processes.
Ensure that the services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Service Request Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, Manage Engine Service Desk Plus ITSM Platform, etc.
Own and orchestrate a formal Root Cause Analysis (RCA) methodology to drive long term resolution of P1/P2 (critical severity) incidents, recurring incidents, recurring problems, or major events.
Review and assess all the stages of the change lifecycle, decisioning based upon receiving RFCs whether to accept the CR or request for more information or reject, evaluating the business impact and risk involved.
• Problem management - spotting trends and solving root cause of identified problems thereby avoiding reoccurrence.
Lead and manage a team of 3-5 Service Desk FLR Analysts and handle first
point escalation for all technical and process issues.
Manage and co-ordinate the processing of incoming calls or tickets to ensure courteous, timely
and effective resolution of incidents and requests.
Develop and implement ticket handling and escalation policies and procedures, also develop
and implement team and inter-team workflow process.
Lead, co-ordinate and allocate incidents and requests within Service Desk team and to other
parts of IT such as Infra, Application and Software Delivery teams as appropriate.
Contribute to and deliver improvements that support the continuous improvement of processes
and controls within the team, adopting ITIL best practices where possible.
Act as single point of contact for escalation from Severity-1 users, business critical users and
VIP users through escalation management platform, perform RCA and provide solutions.
Act as Incident Manager for P3 and P4 incidents and assist Major Incident Manager, Change
and Problem Mangers in collating and collaborating required data.
Perform Trend analysis, identify top few incidents and work with respective teams and individual
to minimize the incidents business impact.
Conduct team huddle, participate in daily service review meetings (DSR), and prepare weekly
and monthly SLA status reports.
Responsible for implementing the provided service management processes and service request procedures using the service management tools. Responsible for ensuring successful integration of new or changed application services within existing environment. Accountable for ensuring the smooth operations of the service management tools. Responsible for maintaining, operating, troubleshooting and improving ITSM tools. Responsible for enhancing the monitoring capabilities to meet the business requirements. Conduct problem identification, recording classification and investigation activities. Responsible for fine tuning and ensuring efficiency in application performance. Improve on the current environment and develop new reports depending on the business and technical requirements. Recommend and implement changes to performance measures. Perform role in Configuration and Release Management process in relation to management infrastructure, Perform role in IT Service Continuity Management process in relation to management infrastructure. Documenting all changes in the environment, identify improvements in the environment & propose an implementation path with minimal impact. Maintain any existing SLA’s with depending technologies. Lead role in Incident Management process providing 2nd level support. E-mail & Enterprise message system, VPN, Audio & Video Conference system, Blackberry & other Enterprise device set up, configure & Support.
Project/Client: HSBC Middle East
HSBC is one of the world’s largest Banking & Financial services organizations. HSBC serve around 51 million customers through Global Businesses. HSBC network covers 73 countries and territories in Europe, Asia, the Middle East and Africa, North America and Latin America.
Role : IT CS Analyst - IT Client Services, ITID.
Duration : 15 May 2014 - Present.
Responsibilities: Analyzing Client Service statistics & User Support matrix and recommend appropriate measures. Perform Technical Support & analysis activities across a large developed Client Support & Service Delivery functional area, including data analysis, research & maintenance of computer systems. Liaise with End-Users/Customers, Business/Operation Team and IT functional areas across UAE. Identify and escalate critical issues and business impact incidents to higher management. Key member for maintaining H/W Asset inventory for the Estate, Participated numerous IT Projects which comes under Client Service & Support scope. Assists IT Specialists such as 3rd level Support Teams, Client Platform Server & N/W specialist, Applications Specialists & IT Store Manager, IT Project Managers other IT Delivery Managers.
Company : Wipro Ltd
Location : Dubai, UAE
Designation : Analyst - Desktop Management
Working : Dec 2012 - May 2014
Website : www.wipro.com
Project/Client: LANMARK GROUP (Largest Retailer in Middle East & India)
Role: -Work is roll-out Oracle Retail Point of Service solution across all stores of Landmark Group. Wipro is expected to convert/migrate (hereafter called as “roll-out”) existing LANPOS application at Landmark stores to Oracle Retail Point of Service(ORPOS), i.e. Installation, configuration, migration and to provide post migration support for each of these roll-outs. Traveled all across UAE, KSA & Qatar as a part of LANDMARK project.
Project/Client: Emirates NBD
Analyst (L2) - Desktop Management.
Group IT, Emirates NBD & Emirates Islamic Bank.
Emirates NBD is the largest banking group in the Middle East in terms of assets. Currently, more than 9, 000 people, representing 70 nationalities, are employed by Emirates NBD, making it one of the largest and most culturally diversified employers in the UAE. As a national banking champion, Emirates NBD is an ambassador of economic and social progress for the entire UAE to the world.
Responsibilities : Successfully deliver all IT Services & Support for large number Bank end user community including Sr. Executives & Management. Integration & Deployment of IT Systems, Software and Banking production Application and lead a small team with 2 or 3 third party engineers on in house day to day support activities.
Company : Raqmiyat LLC (an Al Ghurair Group Company).
Location : Dubai, UAE
Designation : Project Engineer
Working : July 2011 - Nov 2012
Website : www.raqmiyat.com
Raqmiyat is 25 years old and a primary IT company of the Al-Ghurair business group. Raqmiyat delivers technology-enabled business solution that helps companies benefit from cutting edge service. Raqmiyat always stands to provide better technology service delivery in business industry.
Project/Client : HSBC Middle East
Role : Associate Analyst - Integration, Deployment & Support
Project/Client : Dubai Aluminum
Role : Project Engineer - Win 7 Migration & Deployment.
Project/Client : Dubai Islamic Bank
Role : Service Desk Analyst
Project/Client : Lamprell Energy plc.
Role : IT Engineer - Support & Service Delivery.
Company : HCL Info Systems Ltd.
Location : Bangalore, Karnataka
Designation : Desktop Support Engineer
Working : July 2010 to April 2011
Website : www.hcl.co.in
Project : TATACAPITAL LTD
About Client : Tata capital limited is one of the biggest financial company in India. The company is registered with the Reserve Bank of India as a Systemically Important Non Deposit Accepting Non Financial Company (NBFC) and offers fund and fee based financial services to its customers. Tata capital is a trusted and customer-centric, one -stop financial services provider, it has a wide network of over 100 branches spanning all critical markets in India.
The IT Support Team responsible for providing high quality First & Second Level end user support for the Regional Head Office Located in Bangalore & near by branches. Support include Desktop Management, Computer & Server System, Data Networks, Software & Applications.
Awaiting for Masters Degree / Certificate