Group IT Service Delivery Manager
EastNets
Total years of experience :19 years, 9 Months
Lay strong foundation for IT service delivery processes through promotion of high-performance culture, proactive business co-operations, continuous improvement, and improved service delivery initiatives. Automate and align entire chain of IT operations with international standards while updating tools and technologies. Develop unified communication solution inclusive of mobile, IP telephony, and MS teams. Employ user needs and system functionalities in designing perfect applications, control Microsoft systems, and establish end-user communication to address escalated service requests, outages, and retirements along with system upgrades.
• Introduced new concept of IT service delivery through expansion of service channels.
• Enabled seamless migration of IT infrastructure to cloud solutions as well as improved Office 365 secure score, conditional access, and DLP.
• Achieved data consistency, eliminated system overlapping, and allowed process automation by unifying core technological systems.
• Serve as IT solution subject matter expert for change initiatives, collaborating with internal and external subject matter experts to define the required technology solution(s) and to assess the business impact.
• Implemented full Power BI dashboards to enhance management control.
• Managing the design and implementation of technology infrastructure and providing technology tools that help create a competitive advantage
• Lead the creation and implementation of long-term digital enablement strategy and plans for the organization in collaboration with other senior management teammates.
Formulated IT policies related to backup, security, internet access, data level of access, and performance monitoring. Devised high-standard IT business continuity plan to ensure optimal management of critical resources. Conducted business analysis, identified requirements, prepared budgets, led systems customisation, and integrated project management with Agile methodology as per standards. Devised disaster recovery and backup procedures, deployed high/mid-level management dashboards, monitored KPIs, and implemented business intelligence.
• Set-up a robust Dev operation environment encompassing code repository, agile project management solution, and internal ticketing system.
• Updated security policies with corporate standards to ensure company and organisation value protection.
• Built talent pool of company by recruiting and training certified IT team in management of current IT application systems.
• Diagnose root problems and recommend end-to-end solutions that use digital workflows and tools and harness the power of robotic process automation, machine learning, and artificial intelligence to reinvent and accelerate our work.
• Lead the development of digital-tools training materials that will facilitate the effective implementation of adopted digital platforms and tools.
• Maximised SLAs and improved QoS for all running systems by capitalising on improvement opportunities.
• Accomplished 0 $ cost of SW licenses by maintaining Partnerships.
• Migrate Company critical Services: Mail, SharePoint, and Dynamics into public cloud
Built a server infrastructure with multi-tier applications while supporting MS SharePoint sites, MS Project, MS Exchange, MS CRM, Symantec Backup exec, Juniper firewalls, VOIP and PBviews Servers. Facilitated SharePoint implementation and produced dashboards using SSIS and SSAS as well as created performance and scorecards solution system. Oversaw project planning, defined ICT budget, and configured new services as per business requirements. Formulated workflows and custom reports while ensuring prompt resolution of technical issues.
• Calibrated competencies of internal users and partners by administering E-learning system, on-line course software, and training manuals.
• Safeguarded company and organisation value by shielding information confidentiality and updating security policies in alignment with corporate standards.
• Completed successful migration and upgradation projects comprising of MS SharePoint from 2013, MS CRM from v.4.0 to 2016, and MS TFS 2013
Built a server infrastructure with multi-tier applications while supporting MS SharePoint sites, MS Project, MS Exchange,
MS CRM, Symantec Backup exec, Juniper firewalls, VOIP and PBviews Servers. Facilitated SharePoint implementation
and produced dashboards using SSIS and SSAS as well as created performance and scorecards solution system.
Oversaw project planning, defined ICT budget, and configured new services as per business requirements. Formulated
workflows and custom reports while ensuring prompt resolution of technical issues.
• Calibrated competencies of internal users and partners by administering E-learning system, on-line course
software, and training manuals.
• Safeguarded company and organisation value by shielding information confidentiality and updating security
policies in alignment with corporate standards.
Responsible for managing and maintaining local Area Network. Plan and determine technical
solutions for clients.
• Worked closely with department heads and/or designated staff to identify and prioritize
information systems requirements, communicate institutional requirements to vendors and
outside organizations, and liaised as primary interface for project status, risks, issues, and
expectations.
• Provide IT Support for the entire LAN/WAN, Servers
• Building and configuring new servers and PCs.
• Insure availability of Database, application servers for developers and users.
• Responsible of installing and configuring company’s new products.
• Data back-up management.
• Physical network maintenance and upgrades.
• Network Load Balancing.
• Racking, Mounting etc.
• Secure internet services.
• Technical member of Autodesk products, installation & configuration.
courses: AlShamel Exam with excellent grade in Management Information System 5 • Training and Certifications • PMP Certified PMP ID: #1929511 • PECB Certified ISO/IEC 27001 Lead Implementer • MSP Microsoft Specialist: Managing Projects with Microsoft Project 2013/2016 • ITIL v3 foundation Certificate • Microsoft SharePoint 2013 • Microsoft CRM 2015 •Microsoft AZ-303 AZ-104 •MSP Microsoft Specialist