IT SERVICE DELIVERY MANAGER
Supreme Group
Total years of experience :16 years, 3 Months
• Driving substantial service improvement within the IT Group of this global integrated service provider, with responsibility for a 25 support staff serving more than 9000 employees
• Key point of contact between IT services and business users, consistently meeting or exceeding SLA targets to support high demand operations and business change
• Introducing cost effective and robust IT infrastructure to ITIL standards, as well as promoting the benefits to the wider business community through clear communication and productive stakeholder management
• Meeting regularly with business and IT managers to discuss, plan and implement a wide range of improvements and updates
• Developing and maintaining comprehensive IS communication and business continuity strategies, ensuring
risk to business operations and IT infrastructure is kept to a minimum
• Key player in change projects as member of the Change Advisory Board, working closely with the IS Operations Manager in translating the service improvement plan into planned schemes of work
• Generating meaningful and accurate reports to senior managers on SLA performance and other key metrics
• Managing quality and speed of response to service requests, ensuring customer support teams consistently delivery to set timelines
• Maintaining clear channels of communication with business stakeholders, including monthly service reviews to address service issues and project requirements
• Facilitating IT infrastructure team development via regular performance appraisals and constructive feedback
• Supporting IT investigations in the Ethics and Compliance department, undertaking extensive data recovery and analysis, email tracing and forensic imaging
• Heading up a team of ten, using strong planning and management capabilities to maximise datacenter operations up-time in line with SLA targets, covering 24/7 shift patterns
• Measuring internal systems and processes function according to quality standards and principles,
• Responsible for design, installation, maintenance and support for Windows operating system, WMware, Storage Area Network, TCP/IP, MS Exchange Server, data back-up and disaster recovery plans
• Handling technical escalations for the Cloud Services team, in addition to working closely with business, technical and third party personnel on achievement of collective goals
• Minimising risk by undertaking extensive analysis into network security needs, before leading implementation of tailored solutions and preparing security documentation
• Hands-on network management, including problem troubleshooting, configuration, implementation, migration, review and optimisation
• Teaming up with project and technical teams to design, development and implementation of network solutions
• Managing a team of 15 project team members on large, complex infrastructure development projects
• Delivering structured training and support to IT project managers, as well as working closely with them to enhance development opportunities
• Ownership of projects, from initial concept to the design, development, implementation, testing & hand over, consistently bringing them in on time, to specification and agreed timescales
• Driving continuous improvement of project processes, drawing upon thorough knowledge of the system
development lifecycle to monitor and evaluate outcomes
• Working closely with business users to understand their requirements, before proposing technological solutions and overseeing their deployment
• Mitigating risk through comprehensive disaster recovery and business continuity plans in the event of network disruption
• Collaborating with IT programmers, designers and managers on a number of bespoke applications, with oversight of all solutions installation, testing and evaluation
• Accountable for IT helpdesk process design, system maintenance and troubleshooting, ensuring fullcompliance with ITIL standards and requirements
2005-2007 NETWORK ENGINEER
Supreme Group, Dubai
2004-2005 IT ADMINISTRATOR
Supreme Group, Dubai
2003-2004 SALES SUPPORT & INSTALLATION ENGINEER
Zahra Security Systems & Technology LLC, Dubai
2002-2003 MARKET DEVELOPER & SYSTEM ADMINISTRATOR
Leaders Data Technology LLC, Sharjah
1999-2002 NETWORK SALES & SUPPORT ENGINEER
Fast System Trading LLC, Dubai
1998-1998 SALES & SUPPORT ENGINEER
AZ Digitronic Systems, Kharachi, Pakistan
1997-1998 INTERN (ELECTRICAL)
Pakistan International Airline (PIA), Kharachi, Pakistan
BS: Electronic Engineering, Sir Syed University of Engineering & Technology (1998)
BSc: Statistics, Karachi University (1995)
DAE: Mechanical Apprenticeship, Saifee Polytechnic Institute (1993)