GCC Region Service Manager
PepsiCo
Total years of experience :27 years, 4 Months
Current Profile:
Executing IT Strategy and initiatives critical to achieving corporate publishing, distribution and fulfillment goals
Planned / executed business and operations strategy as regional Service lead. Re-engineered IT organization and key application to strengthen quality of service, timely delivery, and staff capabilities while improving reliability and reducing costs.
Managed 2 divers divisions in Pepsi (Beverage & Food), 41 locations, 22 people, annual $5 million budget and led +3000 persons organization in GCC countries
Regional service manager for company specializing in for end-to-end delivery of services by working with service providers and monitor service delivery, this role is directly accountable for the PMO organization and service desk services provided by IT department to enable ITIL philosophy
Built productive remote support teams Managing performance using results-based metrics
Achieved 99.9% service level agreement fulfillment for the region
Implement / execute strategy aligned to global service management and rollout Service Management (ITSM) Processes, Tools and Controls to markets within the region
Ensures support processes and tools are consistent across the region
Ensures adherence to enterprise policies and procedures for Incident, Change, Problem, Configuration, Release, and Capacity Management processes
Ensure IT process compliance & controls / governance within COSO and SOX framework across region
Partners with Senior Directors, Region CIO to develop service management capabilities across the region
Monitoring and reporting KPIs for region
Achievements:
Successfully established ITIL process across GCC markets
Managed successfully establishing SAP local L1 support and third-party consulting for L2 support
Managed multiple concurrent projects to support multiple business areas
Directed all technology operations and projects including new green field plant and existing plants/DC’s
Formulated all technology strategies, processes, and procedures, and led all technology implementations. Hired and supervised team of SME’s. Selected and procured all equipment’s and services
Established operating agreements, processes and service levels agreements to deploy IT Services incorporating technology, standards, support, policy and training
Planned, design and deploy IPT solution
Successfully implemented ITSM global process and PICT controls in GCC markets
IT Star award in recognition of leading the IT Service Management implementation in region for deploying a single set of processes and controls
Achieved implanted rating in ICM (Information Capability Model) audit
Achieved integrated rating in Corporate Audit for GCC markets
Successfully implemented CIM (Critical Incident Management) process and IT controls in GCC markets
Effective strategic IT planning and oversight of IT performance.
Oversee the development and maintenance of the IT strategic plan
Ensuring that multiple SAP projects are delivered within scope, quality, time and budget requirements.
Managing a portfolio of functional and technical projects relating to SAP, Mirnah, Exchange systems and Infrastructure.
Working with departments to determine project definition and business requirements.
In charge of the contractual and administrative aspects of an IT infrastructure and SAP project.
Managing vendor and stakeholder relationships at project level.
Design, develop, implement and coordinate systems, policies and procedures
Providing leadership to project teams in a SAP environment.
Advising vendors on project governance.
Setting up an appropriate project organization.
Developing work plans and coordinating the activities of the project team and sub-team.
Managing project planning and scheduling.
Ensuring strategic IT planning while overseeing performance; monitoring development and maintenance of IT strategic plan.
Delivering all SAP projects within defined scope, quality, time and budget requirements.
Closely working with departments to determine project definition and business requirements.
Acting as an in-charge of the contractual and administrative aspects of an IT infrastructure and SAP project.
Managing vendor and stakeholder relationships at project level.
Designing, developing, implementing and coordinating systems, policies and procedures while leading project teams in a SAP environment. Managing project planning and scheduling activities.
Advising vendors on project organisation as well as implementing an appropriate project organisation.
Developing work plans and coordinating activities of the project and sub-team.
Job Profile:
The IT Business Solution Manager role was responsible for overall SAP solution management and direction of technology-based solutions, which includes:
Oversea and manage the design, development, implementation and support of short and long term SAP solutions in alignment/partnership with business needs through new and existing applications
Provides project communication and status reporting to all levels
Designed Business process integration between ARIS Process model and SAP solution
Development of Strategic Plans, Detailed cost benefit analysis on major IT initiatives
Performed project management, assisted in designing and Planning Projects, Built analytical dashboards and reports to support on-going business decisions.
Setup Service Desk including action profiles, subject profiles, category modification, and workflow / organizational model build out for workflow integration
Standardization, administration and new implementations, obtains and sustains a highly proficient and controlled operations of information systems.
Partner with the functional owners to perform the business process analysis (current processes, recommended processes/procedures, reporting requirements) using the appropriate analysis and implemented enterprise PIRT controls methodology.
Responsible for SAP Security/authorization design and implementation
Identifying and documenting SOD’s based on roles and responsibilities.
SAP master data administration thus ensuring data integrity and security
Responsible for the specification, design, unit testing and implementation of SAP applications.
Lead and introduce change management, Educate managers/functional leaders to use the information to help in building the business & their key performance indicator management.
Effectively manage all trainings/change management activities and sustain operations.
Implement and sustain the control environment.
Achievements:
Best Employee award in recognition in SAP functionality enhancements
Develop and maintain the service delivery process
Develop marketing collateral and approaches to support the procurement process
Efficiently analyzed and verified the business processes involving (I2C) Inventory to Cost Cycle, (S2C) Sales to Collection Cycle, Financial reporting (FR) and (P2P) Procurement to Pay Cycle.
Successfully implemented and tested all ITGC and PIRT automated controls
Successfully supported SAP modules FICO, FA, MM, PP, and SD as L1 support.
Successfully completed SOD violations from 600 to 6 violations.
Lead a team of 4 consultants from BAC and cooperated with other 24 (Infosys & IBM Consultant), reporting to the Finance Controller and involved in requirements retrieval and analysis distinguish solution ideas from requirements and coordinate with business and project manager.
Requirements retrieval and analysis distinguish solution ideas from requirements and coordinate with project manager.
Interaction with stakeholders on requirement specifications (reviews and clarifications) and follow-ups.
Interacted with team leaders to understand current project and support priorities and provide support for day to day deliverables as prioritized and requested by management
Conducting unit testing, Integration testing of FICO, AA with MM, PP and SD.
Conducted user training for AA, FICO and SD modules.
User support and sustain.
Achievements:
Served as an integrator to the functional and business teams for SAP project manger
Developed, maintained, and improved documentation for SAP Policies and Procedures
Managed 5 diverse divisions, 8 people, and budgets full P&L responsibility, reported to the GM.
Responsible for requirements retrieval and analysis, distinguish solution ideas from requirements.
Involved in the Interaction with stakeholders on requirement specifications (reviews and Clarifications) and follow-ups, Direct Business User, Enterprise Architect and Third party Vendor interactions.
Evaluating Vendor third party tools / application based on Business user requirements and prevalent architecture for the Project in question and making recommendations for the same dependent on budget and technology/ component reusability/feasibility.
Design systems to effectively coordinate process as well as information integration between host applications as well as third party applications as part of application integration processes.
Implemented and provided support for ERP BPCS C/S (Business Planning & Control System Client/Server) from a Chicago based Co. named SSA GT (System Software Associates GT).
Preparing functional and technical specification to develop accounting, sales, marketing, system programs for reports & inquires, creating and executing test plans and test cases prototype system
Develop management information systems, IT procedures, and support operations.
Responsible for development and technical support of an Inhouse developed Payroll & Personnel system on AS/400 using CL/400, RPG/400, RPGLE/400, SQL/400
Implemented Microsoft Windows Server 2003, Microsoft Exchange, File and ISA Server and responsible for Entire Company Network & successfully implemented VPN (WAN) replacing X.25 Lines to branch’s with (VOIP) voice over IP technology with firewall.
Achievements:
Effectively followed the “Best Practices” of the Project Management that improved project performance and effective team management by commitment to stake holder’s satisfaction.
Successfully conceptualized, built & led the IT Dept. of the Bahrawi, ensuring deliberations to take key strategic technical decisions on new Projects, vendor tool or applications and trouble shooting at the design level as well as across the production cycle
Efficiently enhanced the Business Performance by implementing paper less office, reduced time to production by effective resource management and reduced 90% Cost by Implementing VOIP Technology.
Successfully Installed, Implemented AS/400 based ERP (BPCS C/S) System from zero resource position to completion on time and under budget.
Restructured IT Department enabling over 20% increase in profitability and efficiency at the department level
Balancing quality & security as per requirements & priorities.
Led a team of 3 Programmers, reported to the Manager - Software Dept. and provided Application support for BPCS C/S from SSA GT.
Aligned solution architecture with enterprise architecture as per integration standards into project solutions and involved in Research, Analysis of requirements and System Designing.
Responsible for Project Planning, Resource Allocation, milestone deliverables and total co-ordination across the entire production cycle until the final deliverable.
Coordinating, Preparing and implementing various technical and functional project process documentation.
Responsible for development and technical support for an Inhouse developed Payroll & Personnel system called RAWATEB/400, exclusively developed for IBM AS/400 based on local rules and regulations.
Achievements:
Recognized for executing Projects in compliance to the assigned Project Schedules and Deadlines and effectively formulated methods like Process De-fragmentation to simplify the Analysis Process.
Instrumental in balancing Quality & Security as per Client Requirements & Priorities.
Successfully reduced the Time to Production by effective Resource Management.
Efficiently guided initiatives to research, asses and analyze potential ERP software products, ensuring Cost Savings as the Client was initially used a third party tools for the same.
Reported to the IT Manager and responsible for the Development & Customization of ongoing software, MAPICS in the Manufacturing area.
Proactively developed the Inhouse Financial & Distribution Systems and also a part of the Development Team for Payroll & Personnel Project & Y2K Project.
Commenced career as a Programmer reporting to the Team Leader and involved in the development & customization of an In-house developed Financial, Distribution and Payroll software.
Responsible for creating, designing and teaching courses for AS/400, worked in the Technical Dept. and planned for the Training and other Administrative work.