Service Delivery Manager
Microland
Total years of experience :20 years, 10 Months
Job Description :
As Service Delivery Manager Operations, Reporting to the General Manager Saudi Arabia,
Lead a countrywide operation that deliver IT Infrastructure Branch support operations, Networks, Servers, Service Desk, Infrastructure planning and disaster recovery services for 18000 users and 530 retail locations across Saudi Arabia for our key enterprise customer NCB (National Commercial Bank).
My responsibilities include :
• Controlled annual budgets of $8.4 million and led organizations with as many as 105 full-time staff and 3 major outsource partners.
• Lead multiple functions like Service Delivery Operations, Projects, Service Desk, NOC & Network Operations and Asset Management.
• Responsible to ensure uninterrupted IT services to 530 Bank Branches and 15 Corporate Offices across Kingdom.
• Introduced Service Management concepts and processes for the management of infrastructure systems and processes, including formalizing Incident, Problem, and Change Management.
• Provide leadership for delivery of 24/7 service operations and KPI compliance. Establish metrics, key performance indicators, and service level agreements to continually improve the performance of IT operations
• Ensure comprehensive disaster recovery architecture is maintained and operations are in place to ensure compliance with required RPOs and RTOs during business continuity events
• Re-engineered vendor governance to enhance quality assurance and to identify risks and issues at earlier stages during the project. Manage contracts for all IT vendors including Hardware, Logistics and IT operations.
• Establish and maintain strong, strategic partnerships with vendors and service supplier
• Reduced overhead and increased availability by investing in systems and people holistically
• Responsible for Disaster Recovery planning and implementing proper process and controls to insure uninterrupted operation of all systems and supporting business processes.
• Assessed spending across all IT functions and implemented ways to reduce spending, both short and long term.
• Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advice technically on escalations.
• Build Policies and Procedures for the entire organization with HR. Also set Governance model for same.
• Building service reports.
• Attend client service review meetings to present and discuss performance reports, service improvements, quality and processes.
• Working with the client and operations teams to identify and manage service improvement activities.
Job Description :
Worked as Global Lead IT Infrastructure
As Global Lead my primary Responsibility is to Identify gaps, within pre-existing process and to re-engineer the same, help organization fundamentally rethink how they do their work in order to dramatically improve customer service, cut operational costs, and become world-class competitors. Use Trend and Gap Analysis to understand the challenges faced and provide solution for the same.
My responsibilities include :
• Lead the IT Infrastructure team providing leadership and strategic direction to ensure the availability and reliability of key systems and services to the business.
• Lead the implementation of the infrastructure strategy and set direction for continuous improvement.
• Accountable for managing the Network, Server, Desktop and Virtual Desktop requirements and involved in the transformation of the infrastructure and services available to end users.
• Diagnose and resolve infrastructure problems and set architecture within Infrastructure portfolio.
• Lead effort in providing capacity planning, contingency planning (BCP/DR), IT project management, change management, configuration management and other ITIL related disciplines.
• Directly involved in monitoring & operational readiness of Council’s IT Disaster Recovery Plan.
• Lead the implementation of the infrastructure strategy mapping back to business requirements.
• Responsible for allocation of work with advice, coaching and training to enhance the expertise of individuals and the team where I'm required to set work objectives and manage performance of the team. Set direction for continuous improvement in order to better align infrastructure.
• Full budget responsibility for Infrastructure budget, including forecasting and budget planning.
Projects Completed:
Incident Management Process Improvement Plan
• Ensuring that the goals of the Incident Management process are achieved; restoring normal service as soon as possible based on customer perspective and within defined SLA; detecting, logging, categorizing and prioritizing incidents; providing initial Incident Support.
• Closing incidents after verification from users; defining and planning separate procedures for major incidents; ensuring adherence to SLA and priority based management.
• Resolving problems & issues within set timelines thereby developing the Knowledge Base; ensuring that the issue does not happen again.
Asset & Configuration Billing Process:
Description: To understand the contractual agreement in between my company and client setup Billing Process, Perform Gap Analysis to identify Error trend in Billing Procedure which will in turn reduce penalties to the Company. Identify Areas based on the contractual agreement areas where Billing should have been done but is not in place and get and get approval from client for the same.
Achievements: Productivity was increased by 7% and quality was restored to 99.6%
IT Asset Inventory Compliance:
Description: Aim of this Project was to ensure that IT Infrastructure Asset inventory is 99.9% accurate.
To achieve the same:
• Define process and procedure to improve and reengineer Process.
• I was to Chair ORR (Operation Review Readiness) and CAB(Change Advisory Board) Calls on behalf of Asset& Configuration Management Team.
• Work with Project and Platform Teams to develop Automation script which will provide detailed Analytics.
• Work on fixing errors and exceptions.
Achievements: Ensured 100% Accuracy for over 24000 Infrastructure Assets also improved productivity by 6%.
Job Description :
Worked as First Line Manager To provide end-to-end seamless integrated support to our sales leaders, enabling them to achieve sales revenue, profit and growth objectives for IBM products, solutions and services through superior business analytics, sales pipeline management, revenue forecasting, weekly sales calls management, and acting as a focal point to provide advisory services on current business situation
My responsibilities include :
• Create Reports using multiple technologies like Brio, Dars, Cognos, Ms Excel, Ms Access,
• Automate Reports to increase Productivity and quality of reports.
• Independently developing and/or maintaining reports.
• Grasp database schema and produce ad-hoc reports.
• Upgrade / maintain existing database queries.
• Deliver periodic reports on key Performance Metrics for Sales units across the Globe.
• Interaction with overseas and local clients.
• Follow clients throughout the project of completion
• Evaluation of clients specifications
• Scheduling project plan
• Weekly submission of work to clients and takes feedback on project
• Check quality of projects
• Handled n number of projects at one time
• Generate reports and submit the same to Delivery Lead
Job Description :
Worked as Team Developer, With a complete knowledge of the Excel Object Model, I have provided my clients with varied solutions using Excel, PowerPoint, Outlook, Access, Word and Lotus Notes on the front end, SQL and Access on the backend through the use of ADO. Many of my clients have enjoyed the benefit of automating many of the Microsoft Office products simultaneously and working together to provide complete solutions.
My responsibilities include :
• Interaction with overseas and local clients.
• Follow clients throughout the project of completion
• Evaluation of clients specifications
• Assigning task to team based in their Skill set.
• Scheduling project plan
• Checking daily progress of projects
• Frequent Interaction with developers, leads and project coordinator to check the status of project
• Handled n number of projects at one time
• Encourage team to deliver project on or before time and with 100% Quality
• Assigning task to resource with their experiences and their ability to handle it
• Generate reports and submit the same to Delivery Lead
• Conduct weekly meeting with down line to understand challenges faced
Projects Completed:
Project Evolve:
Description: This Project was designed to understand the Process flow and identify the areas of improvement
In all the 32 Processes within the department and provide a solution via Process re-engineering and automations. This Project was solely targeted to increase productivity and capacity utilization of processes.
Achievements: 23% of productivity was improved in a span of 2 yrs of project. Scope of this project was on 1200 employee base and 32 processes.
Procedural Change Management Tool:
Description: Procedural Change Management Tool (PCMT) was an application developed to ensure continual improvement via knowledge-sharing within a given process and/or inter-related process. It worked as a complete solution to Track, Record, Monitor and share Knowledge to create a robust and error-free process.
Achievements: Tool was developed and implemented under my leadership across all the three locations. It worked as base and knowledge repository for many Black and Green Belt projects in the company.
Automated Business Dashboards(ADRS):
Description: ADRS or Automated data recording system was a tool that would record every instance of productive and non-productive time of an FTE. Ultimately producing all the business and client reports with a click of a button. This tool not only made business reporting easy but also helped to gain client confidence.
Achievements: Tool was developed and implemented under my leadership across all the three locations for an employee base of 1200 and 32 Processes. It save lots of valuable time of Middle and senior level management also received lots of appreciation from client.
Job Description :
Worked as Database Administrator, with practical experiences in migration and replication. Architect with wide-range practical experiences in database design and implementation. Strong background in relational databases with vast experience in the use of Transact-SQL. Also experienced and well versed in the development of financial and accounts reports in Crystal Reports.
My responsibilities include :
• Conversion of MS SQL Server 2000 environment to SQL Server 2005
• Conversion and migration of a set of MS Access database to SQL Server 2005 schemas
• Analyzed a 3rd-party database and provided schema to upgrade individual implementations across offices in the region.
• Deployed and maintained an Enterprise database of a web/client based financial reporting system in regional offices
• Installed and configured client software on several client workstations for database access through ODBC and OLE DB connections
• Developed a Visual Basic program which downloaded daily currency rates from a website into database
• Developed MS Access database equivalent of the billing system to allow ease of use by the local financial accounts team
Job Description :
Worked as a Teaching Faculty for Basic Microsoft Technologies Like Microsoft Office 2003. My job responsibilities was to ensure that every one is well versed with Basic and advanced Functionality of Excel, Word, PowerPoint and Ms Access.
My responsibilities include :
• Training students on Microsoft Office, Database concepts, Analytical and Statistics.
• Setting exam papers for Internals and Practical’s.
• M. Sc (Mathematics) Year 2007
• B. Sc. (Mathematics) Year 2002