IT Service Delivery Manager / Project Manager
Kenya Airways
مجموع سنوات الخبرة :25 years, 11 أشهر
Reporting to the Enterprise System Manager, lead a team of Business Analyst, Data Analyst and IT Analyst for implementation, delivery and support of business-critical systems and IT solutions. Managed the development and support of Business Dashboards and Database Systems. Developed state of the art data management systems that ingest, model and analyse massive flow of data from various sources to enable data driven decision making. Orchestrated service delivery management, leading large-scale projects integrating technology and strategic planning into developing new procedures in alignment with complex business requirements
Other responsibilities include:
• Developed scopes for IT projects, creating innovative procedures to achieve architecture development and technology security, ensuring timely service execution.
• Assessed end-user requirements and communicated customer's technical needs to development team. Effectively served as a communications interface between the two parties.
• Ensured overall solution design & implementations are aligned to the business objectives.
• Implemented MIS, MIDT, Market Intelligence and MIS Reporting using Data Extraction, BI and Data Analysis tools
• Managed and Supported ERP, CRM and Other Airline Systems
• Documented and handled process re-engineering of various internal process for digital transformation.
• Reviewed performance of IT systems to determine operating costs, productivity levels, and upgrade requirements.
• Delivered User Training / Technical Training on the newly implemented systems.
• Develop business case and cost/benefit analyses for IT spending and initiatives.
• Develop and review IT Budget in compliance with organizational requirements,
.Key Achievements:
• Successfully handled Oracle Fusion CRM Project Rollout for 55 locations across MEA Region .
• Facilitated automation of sales analysis for multiple office locations, for generating management information statistics to effectively reduce man hours.
• Created metrics and analytics dashboards, aggregating data from multiple sources into actionable key performance indicators.
• Reviewed IT Costs to achieve maximum ROI and implemented cost cutting initiatives to improve processed and effectively reduce man hours by implementing IT Expense Dashboards
Oversaw the development and implementation of Enterprise level Application Software, System analysis, Database administration, and IT projects management. Created workflow diagrams and charts to demonstrate the functionality of programs before coding them. Worked with team members to find creative, innovative solutions to problems. Collaborated with other departments to understand their needs and devise ways to accommodate them with software
Key Achievements:
Successfully designed & developed MIS-Management information System, Workflow Management System for Compliance, Commission Payment and Accounting system
Efficiently automated new business & Customer Servicing Process with innovative ideas, ensuring Reduction in Turnaround time and better resource utilization for Customer Satisfaction.
Earned continuous praise and appreciations for automation of business and client service process within low operating cost and minimum time consumption through optimal resource allocation.
Master in Business Management from Amity University Dubai - will be completing by April 2013
Master in Informatics (Knowledge and Data Management) from British University Dubai, Dubai, 2007
Bachelor of Computer Engineering, Institution of Engineers, Kolkata, India, 2000