Syed Yousuf Qadri

I am an accomplished professional with 25 years of experience in the Sales and Services field. A senior level manager, I am an efficient team leader & player, combining communication, interpersonal & problem solving skills with analytical, decision making and leadership capabilities to enhance organizational objectives.

Core Competencies:

• Project/ Program Management
• Compliance Management
• Service Level Management
• Contracts Management
• Service Operations Management
• Service Delivery Management
• Business Development Management
• Services Sales Management
• Quality Assurance
• Vendor/Suppliers Relationship Management
• Service Desk Management
• Client Relationship Management
• Cross Functional Team Coordination
• Managed Services
• IT Services Management
• Services Branding
• Sales Negotiations

Service Manager, Mar 2012 till date

Job Profile:

•Provide leadership to qualitative service delivery in compliance to contractual obligations and other SLA parameters.
•Function as Single Point of Contact (SPOC) with regards to service delivery and contracted related issues.
•Focus on development of new services offerings aligned to market trends.
•Enhancement/retention of existing market share and optimizing costs.
•Develop & maintain productive business relationships with clients
•Monitor performance of team members and render productivity enhancement feedback.
•Conduct need based training sessions aligned to business requirements.


COMPUTER NETWORKS SYSTEMS, Abu Dhabi

Service Contracts Sales Manager, Jan 2001 - Feb 2012
Call Center Supervisor & Senior Contracts Administrator, Jan 1990 - Dec 2000

Job Profile:

As Service Contracts Sales Manager

•Liaised with IT/ Services Department, senior sponsors, Department Heads, Process Owners, Business Unit Heads, Directors and Suppliers pertaining to business requirements.
•Highlight legal issues of contracts to the legal team and auditors for approvals.
•Identified new business opportunities and promoted latest service offering.
•Ensured compliance to delivery schedules & other SLA parameters across Oil & Gas, Telecom, Finance and Government verticals.
•Led a team of Service Desk Agents, 1st & 2nd level Support Engineers, Contracts Management, Services Business and Services Sales Account Managers (in selling CISCO, HP, IBM, SUN, ORACLE, DELL, AVAYA, JUNIPER, STONESOFT, MCAFEE, MICROSOFT, SYMANTEC, BORDERWARE, BLUECOAT, FORTINET and many more products and value added services.
•Developed Services Catalogue and defined Service Review Process.
•Drafted support proposals RFIs, RFQs, RFPs, Data Center Support Agreements, evaluation criteria, tender documents and screened responses.
•Designed Key Performance & Service Level Indicators (KPIs); monitored/ renewed support agreements.
•Monitoring the support agreements expiries and sending out the renewal proposals
•Participated in bidder conferences and maintained minutes of meetings with bidders.
•Conducted service review meetings with service operational team & sub-contractors.
•Managed Continuous Service Improvement Program (CSIP); implemented ITIL processes within the organization.
•Built productive business relationship with vendors/ suppliers aimed at optimizing costs and other related factors.

As Call Center Supervisor & Senior Contracts Administrator
•Functioned as Service Desk In charge and ensured compliance to service levels.
•Coordinated with clients & other support teams in renewal of service contracts.
•Guided Service Team Leaders in maximizing customer satisfaction through qualitative service delivery.

ACCOLADES

• Played key role in acquiring major deals in sectors like
Oil & Gas, Telecommunication, Health Sector, Fedral Government, Education, , Energy Sector, GHQ, Banking and Finance etc.

Acknowledged for enhancing annual services revenue from AED 10 Million to AED 90 Million over a period of 12 years.

Computer Network Systems, Abu Dhabi (Jan 1990 till Feb 2012)

Position: Support Contracts Sales Manager - Services

Reporting To: Director, Technology Integration Group


PROFESSIONAL EXPERIENCE
I have been progressively handling Contracts and Service Desk management roles for the last 23 years.


The following a brief summary:
Contracts Management

➢ Specialist in managing contracts for Oil & Gas, Telecom, Finance and Govt verticals
➢ Manage entire Contracts Management team and services business.
➢ Preparation of support proposals RFIs, RFQs, RFPs and the related responses
➢ Preparation of Data Center Support Agreements
➢ Preparation of evaluation criteria and screening of responses
➢ Highlight with recommendations on legal issues of the contracts to the legal team and auditors for approvals
➢ Creating Key Performance & Service Level Indicators (KPIs)
➢ Monitoring the support agreements expiries and sending out the renewal proposals
➢ Follow-up with customers till the agreements are signed
➢ Preparation of tender documents
➢ Under Pinning Contract (External Customers)
➢ Operations Level Agreement (Internal Customers)
➢ Prepare Scope Statement for bids to be sent out ➢ Conduct bidder conferences
➢ Minute meetings with bidders
➢ Send out minutes to all bidders to obtain uniform responses
➢ Use a weighted metric system to evaluate the bidder proposals
➢ Negotiate the contracts with bidders to match the SLAs
➢ Prepare recommendations for final decision for the top management
➢ Make Recommendations and decisions for purchases/orders
➢ Monitor contracts and their performance
➢ Conducts Service Review meetings with Service Operational Team
➢ Conduct regular review meetings for improvements with sub-contractors
➢ Conduct customer satisfaction survey analysis to review the performance of the existing contract and subcontract
➢ In charge of Continuous Service Improvement Program (CSIP)
➢ Implementation of ITIL (IT Infrastructure Library within the organization (mainly Service Level Management and Financial Management of IT Services)


Supplier Management
➢ Maintain Vendors/Suppliers Relationship to gain maximum discounts for the company
➢ Maintain approved vendor list based on vendor credentials
➢ Analyze the performance of subcontracts against the orders
➢ Take corrective actions with subcontractors and arrange regular review meetings
➢ Report the performance against the subcontracts at regular intervals


Business Development
➢ Customers Relationship Management
➢ Regular meeting with customers
➢ Fostering New business opportunities
➢ Promoting latest services offering
➢ Specialize in services packaging and branding
➢ Managed a team of services sales account managers