Service Delivery Manager
IBM
مجموع سنوات الخبرة :25 years, 6 أشهر
Primary point of contact for Service Delivery issues for the Customer and IBM Management.
Responsible for service quality and management of the service performance to consistently meet agreed SLA targets.
Day to day management of IBM Subcontractor/third party services and relationships.
Management of the service performance to consistently meet agreed SLA targets.
Produce Monthly Service Reports
Attend scheduled Service Review meetings with the Customer
Understand the Customer’s business environment and needs.
Proactive communication and leadership to IBM Team assigned to the Customer.
Track Server Licenses with purchase recommendations.
Produce Server and LAN configuration documentation
A. Global Site Services & Solutions Manager - Africa & Levant (January 2007 - Present Day)
Main interface & primary point of contact for Service Delivery, project Management and site support services to P&G within Africa & Levant.
Management of the site support team ensuring the highest levels of support that complies with the HP/P&G SLA.
Match and excel customer expectations/requirements for the service delivery, projects and site support.
Maintain healthy business relationship with client contacts & third party vendors.
Achieve/implement cost saving solutions to Procter & Gamble.
Conduct regular customer reviews and provide sufficient reports reflecting projects’ status to P&G and HP management.
Management & leadership of projects from a planning, delivery, team management and client management perspectives, and working with global virtual teams for projects delivery.
Maintain proper team and projects documentation.
B. Regional Network SPOC (Single Point of Contact) - Middle East, Africa & Pakistan
Support & Contribute with local site support in network projects from Site Support perspective.
Conduct regular reviews and provide regular reports reflecting network status.
Provide appropriate documentation to the network team and concerned parties.
Maintain and update networking devices contracts.
Maintain network documentation.
Act as an escalation point for network projects.
C. Regional IT Service Management & Change Management Coordinator for Middle East,
Africa & Pakistan
D. EMEA Employee & End User Education SPOC (Single Point of Contact)
Managing a team of Engineers to perform the following:
Act as point of interface between technical departments (Engineering and Operations) and non technical departments (Sales, Finance, etc.)
Evaluation of customer needs and requirements and transforming them into technical proposals with recommended solutions
Designing customer networking solutions accomplishing customer requirements
Researching new networking products and solutions and recommending them to Engineering
Responsible for technical training to sales engineers
Responsible for NOOR’s services list and product catalog
Participate in redesigning NOOR’s core and edge network
Regular reporting to management
Complex technical meetings with customers
Managing rig crew to assemble, connect and operate logging tools
Oil wells data acquisition and analysis and presenting processed presentable data to clients.
2nd level analysis for acquired data
QHSE (Quality, Health, Safety and Enviroment) Officer
Regular tool and computer checks and caliberation
Networks Engineer
Install, maintain and configure a network of POPs
Install, maintain and configure customer links
Monitoring quality, service and traffic on all links
Providing second and third level support to customer hotline
Co-manage all POPs and monitor (through NMS) company’s entire network
Configure routers and gateways (mainly Ciscos), access servers (Cisco & Ascend), leased line equipment (modems, ISDN equipment-Ciscos & pipelines), switches & cache engines
Install and operate E1 circuits
Design optimum network solutions for enterprises
Apply and enhance security features on InTouch’s entire network
Represent second & third level support points in addition to providing 24 hour support to the company’s network.