Regional Services Director
Dimension Data / NTT
Total years of experience :23 years, 7 Months
As part of UAE and Middle east leadership team, holding and measured against a growing annual target of 3 + million $ Gross Profit, providing thought leadership and program management to a team consisting of technical / professional and support services, on-site engineers, Project Managers, BDMs, Regional SDMs and Customer success managers in addition to a local service desk responsible for end to end delivery, deployment, Incident, Problem, change, and SLA management, working closely with global center of excellence offshore teams, Managed Services centers and BPOs, responsibilities included:
- Formulating and executing Middle East Services strategy
-Services Business Development.
-Customer Success Management
-Services financial Management
-Team leadership
Service delivery responsibilities included managing customer operational requirements and expectations, service fulfillment and assurance, SLA compliance reviews and managing underlying processes that govern the engagement including and not limited to performing Site Surveys, manage clearance, delivery and storage of kit regionally, staging, site access management, perform installation, configuration, and signing off.
Providing clients with welcome packs, managing escalations, incidents, stock, and spare parts in addition to change management and MACDs.
As part of Customer success management, we follow LAER model (Land, Adopt, Expand, Renew), ensure customer is realizing the business value of the investment, performing business analysis to understand areas of growth and expansion, providing a single point of contact for technology utilization and driving value through regular check ins, usage monitoring, continual service improvement, presenting new ideas and features, proposing expansions and providing insights leveraging salesforce and sales management.
Managed to retain and expand strategic customers (AJMN & Etisalat), minimizing churn and achieving 95% of targeted ARR for 3 years, measuring customer satisfaction through C-SAT surveys, questionnaires, FeeBee app and voice of the client program, and providing feedback to product management and digital marketing teams.
Managing the acceptance process of STC RAN deployments including site installations and expansions for mobile network (wireless, core, transmission and SBS), ensuring smooth handover from vendors to STC Network Operations and (Managed services providers), responsible for the acceptance of both Ericsson and Alcatel-Lucent operations.
Managed and maintained the acceptance process, PATs, as built updates, conflict and OILs management, project progress reporting to VP in biweekly meetings and providing GAP analysis.
Responsible for creation of new business processes, re-engineering of existing ones to accommodate continuous changes, process improvement, regulating MSPs, Analyzing and defining KPI requirements to support business activity & performance, Review of audit findings and non-conformities.
Main Achievements:
- Wireless network elements PAT acceptance and handover process (WNI-NO)
- Wireless dismantling process covering all interactions between different stakeholders.
- Mobile Change Management process, covering MDTs and TCNs.
- Review and alignment of “CEM” Customer Experience Management WLA (Huawei SOC and other MSPs).
- Next generation of Remedy “RTTS” for Fault management (incident, problem and change management) enhancements and alignment with existing processes.
As part of STC Managed services transformation project, duties included:
- Creation of internal ericsson processes that manage and govern workflow of performing entities within Ericsson managed services team based on MS-TOP framework and best practices.
- 34 high level processes were created as part of the transformation project covering Front, Back office, Optimization, Network Field Operations, Performance, DT, OSS/BSS teams.
- Business process improvement and automation of KPI performance reporting using Business Objects.
- Acquired knowledge on the NFV architecture and cloud adoption enhancing utilization, efficiency, flexibility and scalability of underlying VMs including CRM, Ericsson BSCS, provisioning EMA, with integration with NSS HLR/HSS, IN, OCS, PCRF, GGSN, SGSN, EPGs following ETSI guidelines.
Responsible for EMC presales & solutions, covering ILM (Information lifecycle Management), duties included:
- The establishment of EMC pre-sales operations.
- Creating internal / external awareness and workshops for EMC portfolio.
- Responding to Customers RFIs, RFPS and technical inquiries for storage requirements.
- Technical Solutions architecture and validation with EMC 2nd line support centers.
- Supporting sales & BDMs through their engagement practice with customers.
- Meeting customers and presenting EMC solutions and how it can meet their business needs.
- Design and implementation of IT workflow and service management processes using HP Service Manager, Developed and customized ITIL based Help Desk, Incident, Problem, configuration, and change management processes for VIVA - Kuwait.
- Administration of EMC SMARTS and CA Ehealth for fault & performance management for multiple customers including “Hellas Online” Greece, Zain Bahrain and ITC (integrated telecom company)-KSA, Managing IP networks performance & faults root cause analysis, SNMP agents & CI discovery.
Orange, France Telecom, previously branded as “MobileCom”
Managed a team responsible for System Administration and IT operations of HP-UX, Sun Solaris and windows servers supporting tools including Siemens OSS (NetManager), GIS (ESRI, MapInfo and GeoXview), Nokia Netact Radio planner, Parcel Radio planner and optimizer, in addition to Astellia Ocean SS7 signaling probing, call quality tracing and troubleshooting.
- Managed and mastered BMC Remedy ARS, Software development of workflow systems used by 3000 + employees that manage Network Incidents, problem management, Mass faults and digital services workflow.
- Administration of Oracle Database, Business Objects analytics and BI reporting, BSS parameters tool.
- Acquired knowledge on the running OSS/BSS stack covering fulfillment and assurance as part of eTom framework and the interrelations between different systems.
Main Achievements:
- Major Incidents workflow and notification system on BMC Remedy.
- Digital Services request workflow automation and integration with OSS/BSS.
- Automation of dashboard reporting broadcast using Business Objects.
