Head of Information Technology
Royal Jet
Total years of experience :18 years, 11 Months
• Overall responsibility for the entire IT Organization of Royal Jet, with accountability for delivering quality internal IT Services (Infrastructure Service Delivery & Application Support).
• Provide leadership and vision to the IT department, with a yearly Strategy Plan.
• Develop and implement a Customer Service oriented support model to serve the organization, with the required SLA’s and improve IT Customer Satisfaction across the organization.
• Ensure high availability to all ERP and Business Critical Systems, ensuring redundant environments.
• Bring ERP and Business Critical systems to a steady state, ensuring strategic support is in place.
• Provide Business Process Improvement, assisting in the re-engineering of existing business processes, identifying and developing the capability to use new tools.
• Lead the reshaping of the enterprise's physical infrastructure and network access.
• Create and oversee an effective Systems Design and Development process.
• Ensure the IT department has the required policies & procedures, aligning them to global best practices.
• Ensure all projects owned by IT are managed efficiently, providing frequent and clear visibility of progress.
• Develop the IT team and ensure an effective organizational model. Promote team building, motivation and innovation within the team. Establish direct strategic and tactical goals for team members and the department. Assist in recruiting, hiring, and providing appropriate training for IT staff.
• Oversee the day-to-day operations of the Information Technology department.
• Manage the budget of the IT organization, owning the cost center, and creating yearly operating budgets and controlling such budgets throughout the year. Prepare business cases for investments.
• Prepare the IT Department for audits, and ensure audit findings are tackled in an efficient and timely manner to improve the overall IT reliability and security of the organization.
• Ensure adherence of corporate policies, procedures and standards, to optimize the support process and add value to the business. Ensure IT Awareness is carried out throughout the organization.
• Overall responsibility and accountability for delivering quality internal IT Services (Infrastructure Service Delivery & Application Support).
• Managing delivery of Honeywell IT services to the business within agreed SLAs / SLOs.
• Partnering with SAP & Oracle CoE (Centre of Excellence) teams to support the standardization, planning and deployment of the CP/S (Common Processes / Systems) program across all business units across the ME countries.
• Partnering with compliance and audit teams to ensure adherence and promotion of corporate policies, procedures and standards, to optimize the support process and add value to the business and continuous improvement of customer satisfaction across the region.
• Ensuring all agreed services are provided within Budget.
• Managing multiple infrastructure and application projects and programs across the ME region.
• Responsible for preparing budgets within area of responsibility in conjunction with the regional IT leader.
• Adopting and deploying Change Management Processes across the ME region
• Identifying Functional Transformation (FT) Initiatives. Tracking infrastructures spend to determine opportunities for cost reductions. Drive cost reductions globally partnering with IT functions.
• Measuring & monitoring local infrastructure to ensure availability and performance.
• Providing proactive capacity & availability planning and proposals for upgrades/replacement.
• Planning IT Service Continuity, working with Business Partners & management.
• Proposing and directing operating budget for the day-to-day services. Managing and controlling expenses within approved budgetary responsibility.
• Managing global projects across Rolls-Royce through the corporate office.
• In charge of usability and user experiences to ensure successful implementations of large scale projects.
• Point of liaison between the business units and corporate IT - defining the scope of projects in collaboration with business senior management and corporate IT.
• Maintaining corporate effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies across different business units.
• Determining the resources (time, money, staff, etc.) required to complete projects.
• Lead Technical Manager in the corporate Oracle Siebel Implementation. Responsible for timelines, UATs, technical designs, Data Migration, Go Live planning, Communications, User Experience, etc.
• Deployment Manager in the global rollout of a Customer Satisfaction IT System. In charge of deploying solution to over 100 offices globally, and ensuring all business requirements are met by the system and the successful implementation and usage of the global solution.
• Project Manager for various in-house solutions including an Airline Simulation Implementation, heading a team of 15 developers and business analysts.
• Managed various IT Technical Projects including BlackBerry System Implementation (BES), Security/Firewall implementations, hardware standardizations, Maximo Asset Management Middle East Roll-out, Ultramain integration, disaster recovery implementations, etc.
• Implementing corporate ITIL v3 standards within the region.
• Developing service level agreements in line with new service models with remote offices in the region within business units (Civil, Marine, Energy, and Corporate).
• Defining local incident management procedures with coordinated models between the IT Service Desk in Norway, Service Tower Support Teams in the UK and local IT Tier 2 personnel.
• Leading and owning the delivery and operation of systems and services. Ensuring that they are monitored and maintained to the high levels of quality, standards and operability as per defined SLA’s.
• Actively involved in forming a new support team of 35 to deliver Tier 2 Support globally.
• Managing the change management procedure taking account of the need for quality, security, availability, integrity & safety, and utilizing specialized techniques, tools, methods or standards.
• Investigating & diagnosing IT service problems, working with users, other staff and suppliers as appropriate. Resolving such problems co-operating with Management and Operations.
• Creating and maintaining procedures and documentation for IT service support.
• Providing detailed personal advice and guidance in the effective use of systems, products and services available to regional offices.
• Driving improvements in the performance of service against the service level agreements, parameters and contracts ensuring that the delivery of services meets all targets.
• Ensuring that the necessary arrangements are in place to maintain or recover the delivery of systems and services in the event of any physical, technical or environmental disaster or major outage.
• Ensuring that departmental key performance indicators (KPIs) are within specified limits. Monitoring the integrity and confidentiality of information delivered to and sent by users, the levels of service performance such as throughput, availability and response time.
• Designing comprehensive performance metrics, innovative systems, and dynamic tools to facilitate efficient, effective, accurate data extraction and analysis.
• Receiving and logging regional requests for specialized support. Prioritizing requests in accordance with agreed criteria.
• Using IT service management systems software and appropriate analysis equipment to collect routine statistics, model/network performance, and creating reports, including proposals for improvement.
• Data management & administration, including data analysis, defining the schema, reports creation, constantly improving data reliability & quality, and management of data queries.
• Managing jet engine data within the region and developing & mapping out clear interaction and communication channels with head quarters in the UK.
• Contributing to policy making including strategic planning, regional IT support structures, and hardware & software procurement. Recommending and contributing to the development of corporate processes and data systems to capture key business data across several regions and make visible to the organization and executives.
• Training & supporting Middle East staff with corporate systems, including Maximo & Oracle Siebel.
• Ensuring that the necessary processes and procedures are in place to maintain or recover the delivery of services in the event of any disaster.
• Developing automation scripts and software packages to meet business requirements, leading application development and roll out.
• Assisting with corporate IT projects and enterprise systems implementations using specialized knowledge in data migration activities, and data structures.
• Providing technical support on local systems, networks, LAN and VPN router configuration, and specialized applications with installations in the United Arab Emirates.
• Create innovative solutions: Developed a .NET application to manage aircraft engine events, automate bulk uploads to SDM Maximo & create automated reports. I have won an award for this achievement & the application has been rolled out to some major support offices including Dubai FSO & Singapore FSO.
BSc in Computer Engineering
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