Senior Services Delivery Manager - MEA HQ - SDM
Microsoft
Total years of experience :19 years, 2 Months
Doing service delivery management. As the conduit between customers and global resources,
• Manage relationships with clients, their relationship with our technology and a range of activities related to improving the operational health of IT.
• Trusted adviser, ensure customers are making the most of their technology by creating a bespoke service delivery plan to improve operational stability and performance.
• Analytical problem solver
• Collaborate with internal teams to gain expert knowledge, troubleshoot, drill down into any issues, share opportunities and ultimately provide high level recommendations to customers.
• Highly organized, not only work with colleagues to plan the best course of action - but also ensure we’ve teams in place to deliver it too.
Goals:
• Become immersed in a global organization that offers plenty of opportunities to grow
• Enjoy access to refreshingly innovative technology
• Have the entire Microsoft network at fingertips
• Get out of the office and alongside clients, whilst building strong connections with internal teams too
• Collaborate with programmatic colleagues across a worldwide organization
• Benefit from the mobile technology you need to work flexibly
Skills and qualifications:
• IT industry background, ideally within service delivery
• Comfortable working with clients face to face
• Strong time, project and priority management skills
• Degree or equivalent in Computer Engineering
• Able to plan for and rise to a range of project and customer challenges
• Experienced in IT operations and technical infrastructure
• ITIL certified
Lead IT Department operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources Project Management with Projects Experience more than 20 Million USD Budget.
Preparing Project Management Plans
Time Management, Scope Management, Communication management, Cost Management, Risk Management, Procurement Management, and HR Management inside Projects.
Manage Projects through All the process Groups (Initialization, Planning, Execution, Closing and monitor and Control Projects)
Infrastructure Architecture, CBS T24 PM, Datacenter and DRC PM.
Manage the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, and peripherals.
Benchmark, analyze report on, and make recommendations for the improvement and growth of the IT infrastructure and IT systems.
Oversee provision of end-user services, including help desk and technical support services.
Work with stakeholders to define business and systems requirements for new technology implementations.
Direct research on potential technology solutions in support of procurement efforts.
Keep current with the latest technologies.
Manage financial aspects of the IT Department, including purchasing, budgeting, and budget review.
Develop business case justifications and cost/benefit analyses for IT spending and initiatives.
Approve and oversee projects and project portfolio.
Develop and implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision.
Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements.
Direction Setting and Execution
Highlights:
• Pioneered a 20-member team, including PC technicians, network administrators and software developers, catering to 2200+ employees, administering the entire project life-cycle.
• Spearheaded operations of PEPSI Head Office as well as 20 satellite operations branches.
Key Responsibilities:
• Evaluating and identifying organizational needs, to establish operating procedural standards, recommending IT infrastructure requirements and upgradations, to ensure acceptable levels of security, disaster management and data recovery plans.
• Managing technology transfer and customization of turnkey IT solutions, aided by a team of engineers, technical support specialists, database administrators, system analysts, technicians etc.
• Providing troubleshooting support and administration of computer systems, networks and satellite operations for unhindered N/W access.
• Coordinating with various departments, liaising and negotiating with vendors, suppliers and external outsourcing agents with respect to pricing, deadlines, maintenance and timely execution of day to day operations.
• Upgrading IT infrastructure, formulating quality assurance standards/procedures, suggesting new upgraded products for better performance and efficiency.
• Computing departmental budgets and man-hour estimates, modifying technical methodology to suit costing and budgets, ensuring effective implementation of departmental policies/procedures.
• Overseeing 3Com NBX100 telephone and voice-mail system, company intranet and network expansion, including the telephone system.
• Supervising and guiding the IT team to complete projects within established time/cost constraints. Imparting regular trainings to maintain a skilled and motivated work force.
• Keeping abreast of latest technological advancements, monitoring software use licenses, providing secure access to remote system users and supporting system users.
Key Responsibilities:
• Maintained/installed various networks as per standard networking protocols. Monitored operational status of all networks and ensured security by installing Firewall and anti virus software.
• Administered and monitored CCS/ICS internal networks. Designed and handled DHCP, DNS, IPSEC, Active Directory, Exchange / ISA Servers to enable smooth and secure internet access for the users.
• Managed system development and integration projects through all phases of project life cycle - analysis, design, development, testing, implementation, and post-production support in the EMEA region, Jordan and other regions including Malta, London, Libya.
• Performed regular system checks and preventive maintenance to ascertain optimum system performance. Monitored day-end system performance reports for anomalies, and implemented immediate remedial measures.
• Provided system support for resolving system issues and taking periodic back ups of servers and N/Ws.
• Stayed updated on all organizational upgrades and products, supervised software use licenses while liaising with technical departments to provide technical feedback and maintain full technological functionality.
Other Professional Experiences:
Handled the below mentioned duties in previous employments.
• Successfully acquired a bid for the company in the capacity of a workflow consultant.
• Gathered, synthesized, and analyzed information objectively to support program decisions prior to project design.
• Administrated CCS / ICS internal networks, Exchange / ISA server.
• Documented MCSE 2003 books.
• Conducted in-house trainings for staff in A+, MCSE, & CCNA as well as in IT Administration & Training (HO, London)
• Oversaw back ups of company servers & N/W system.
• Provided connectivity to schools through wireless technology (CISCO).
Project Managment Profissional ( PMP Course for preparing the exam )
Other Certifications: • MCTS (Microsoft Certified Technology Specialist) - Windows Server 2008 Active directory - Windows Server 2008 Network Infrastructure - Windows Server 2008 Application Platform • MCLC (Microsoft Certified Learning Consultant) • MCTS (Microsoft Certified Technology Specialist) - Implementing and Maintaining SQL Server 2005 • MCITP (Microsoft Certified IT Professional) - Design database server infrastructure by using Microsoft SQL server 2005 - Optimizing and Maintaining a Database Administration solution by using Microsoft SQL server 2005 • MCP (Microsoft Certified Professional) - Implementing and supporting windows XP Professional - Managing and Maintaining Windows Server 2003 • MCSES (Microsoft Certified Systems Engineer Security) - Implementing and Maintaining Microsoft ISA server 2000, 2004 and 2006 - Design Security for windows server 2003 networks and infrastructure • MCSEM (Microsoft Certified Systems Engineer Massaging) - Implementing and Maintaining exchange server 2000, 2003 and 2007 - Design Microsoft Massaging environment (on exchange server 2003) • MCT (Microsoft Certified Trainer) - Systems Engineering - Systems Administration - Database Administration • PCST (Pelco Certified System Technicians) • PCSD (Pelco Certified System Designer)
Graduation Project: 3G-WLAN networks Performances Evaluation • Optimizing 3G mobile networks, designing simulation network using OPNET (N/W simulator) evaluating N/W performance, and customizing the N/W based on performance results. Other Trainings: • Endura Boot Camp, Pelco Training Institute, Eindhoven – Netherland, January 2008 • Project Management Professional, Training Camp – UK, October 2007 • AIS Proliant Server, HP Proliant Server 2005 training - C.C.S Training Center, October 2006 • Microsoft SQL Server 2005 Course, Microsoft Arab Academy, March 2006 • Microsoft SQL Server 2000 Design and Administration, MCSE 2003 Training, I.C.S – London, August 2005 • BizTalk Server 2004, Training, C.C.S,June 2004 • MCSE 2003 Training, ICS Training Center - London, UK, March 2005 • VB.NET 2005 Training, C.C.S Training Center, August 2005 • CCNA Training, C.C.S Training Center, March 2004