Regional IT Services & Delivery Head, Middle East-Africa- India & South Asia-Russia & CIS
GlaxoSmithKline
مجموع سنوات الخبرة :25 years, 3 أشهر
• Managing and delivering IT services & projects across Middle East & Africa, India & South Asia, Russia & Common Wealth Independent States as well as providing operational support while prioritizing resources to meet demand across projects portfolio, operational issues and support requests
• Budget & Contracts Management that includes contract and vendor negotiations and the overall management of vendors; overall performance, SLAs, financial management, deliverables, timelines, costs and quality.
• Chaired Joint steering committee across Middle East & North Africa, Sub Sahara Africa, Russia & Common Wealth Independent States countries providing holistic view of all initiatives across the region, identify any interdependencies, risks and agree on regional approach including joint planning and stakeholder management.
• Managed a portfolio of projects that included setting a demand process, steering committee and governance review meetings to review and approve all changes & initiatives while identifying key interfaces and interdependencies, risks and proposals for new projects.
• Executed Digital & Multichannel program across Middle East & North Africa, Russia & Common Wealth Independent States to build capability of commercial teams and field force to use technology effectively as well as rolling out webcasting as an active digital channel to enable the business with new ways of customer engagement.
• Delivered Infrastructure Improvement across Middle East & North Africa, Russia & Common Wealth Independent States region that included WAN diversity, LAN renovation, and rollout of Video Speed Wireless for 18 sites that significantly reduced business impact & down time and improved availability by 85%.
• Led SAP Infrastructure readiness program with a total budget of GBP 600 K across India and South Asia markets that included WAN upgrades, LAN Upgrades, Video speed wireless rollout for 67 sites.
• Roll out smart office transformation across Egypt, Morocco, Kenya, Saudi, UAE, Russia, Kazakhstan, Uganda, Rwanda with complete open space environment and hot-desking.
• Contributed to Veeva CRM roll out across Middle East & North Africa, Sub Sahara Africa, Russia & Common Wealth Independent States by ensuring infrastructure requirements are met that included network capacity upgrades for office based users, and mobility requirements for 3000 Sales force.
• Simplified operating model by running Target Operating Model transformation program that included standardizing the list of service offerings and agreeing sourcing strategy against targeted Services Maturity Model which resulted in ROI of 30%.
• Implemented Pull printing solution across region which resulted in 80% customer satisfaction improvement, 46% printers’ rationalization, and business hard savings of GBP 1.5 M.
• Developed a comprehensive End User and Infrastructure Services strategy for North Africa & Egypt cluster; including recommendation of new and combined services, technology or service investment, to ensure service offerings meet the ongoing needs of the business. Ensure delivery of projects, services & day-to-day end user & infrastructure Services for the cluster in accordance with budget as well as the overall corporate strategies & direction
• Enhanced service management framework across the cluster with KPIs identified that resulted in achieving 99% SLA and 98% customer satisfaction.
• Successfully executed strategic network investment across the cluster that included upgrading, rolling out, migrating network links for 80 sites which resulted in 200-400% bandwidth uplift & 82% reduction in network incidents & issues.
• Led Merger, Acquisition, and Divestiture projects in Algeria & Morocco with set integration and decommissioning plans that resulted in smooth IT transition with zero business disruption.
• Developed budget management framework in coordination with local finance and IT teams to proactively ensure correct spend allocations against relevant cost centers which resulted in reducing misallocations by 65%.
• Conducted the IT integration of Bristol Myers Squibb business acquisition and ensured the smooth transition & integration of IT services.
• Drove servers’ rationalization initiative in Egypt that resulted in 30% reduction in servers’ footprint.
• Successfully outsourced the printing, copying, and scanning solution to a third party to be a managed service that resulted in service improvement by 85% and hard savings of GBP 29 K.
• Managed end-to-end delivery of services and solutions
• Projects delivered included: SunSystems (ERP System), Depot Loading System, Exchange Server Migration, Voice over IP, HR & Payroll System, Automatic Tank Gauging, On-board Computers for Fleet Management, TOM Card System for TOTAL Service Stations
• Handled end-to-end IT Operations
• Managed IT Budget and set budget controls for IT department
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