Technical Business Development and Project Manager Digital Technology Center
National Oilwell Varco
مجموع سنوات الخبرة :18 years, 8 أشهر
• Spearheaded the successful establishment of a Global Digital Technology Center, leading to significant improvements in customer support and
service delivery, resulting in a 80% increase in customer satisfaction ratings.
• Implement and manage the deployment of all Digital Projects on Cloud and On-Premises environments, resulting in a 80% reduction
in infrastructure costs and a 80% improvement in project delivery timelines.
• Accountable for maintaining and enhancing cutting-edge Real-Time AI and Analytics applications.
• Lead competitive bids and proposals for national and international corporations, adeptly crafting winning submissions and expertly
executing implementations.
• Devise innovative strategies to elevate customer satisfaction, constantly seeking new opportunities for business growth while nurturing
strong relationships with both current and potential clients.
• Collaborate with key stakeholders in shaping product vision and expanding service offerings that meets evolving market demands.
• Ensure top-notch service delivery by proactively managing customer expectations and consistently monitoring satisfaction levels in accordance
with industry standards.
• Lead and Guide the Global Digital Center through difficult customer service situations, pushing boundaries to find innovative solutions.
• Collaborate between customers and engineering, marketing, sales teams to define and shape the product vision, prioritize features, and
communicate effectively to showcase its value and achieve a success plan.
• Lead, drive and communicate the complete product lifecycle from concept through adoption to insights to ensure renewal and expansion
opportunities.
• Facilitate collaboration among stakeholders to enhance the product, meet their expectations and ensure projects are completed successfully.
• Ensure expectations are managed effectively to meet diverse stakeholders' interests.
• Train and coach the Customer Success team on how to resolve customer issues, and collaborate with the sales team to increase company revenue
rate by 70%.
• Identify expansion opportunities and mitigate clients loss by partnering with sales teams to increase the Net Retention Rate by 30% across all
Middle East and Africa clients.
• Proactively manage account escalations with the appropriate internal stakeholders.
• Anticipate potential risks and proactively develop and implement contingency plans.
• Research, review and analyze competitors' products to enhance and meet stakeholders requirements.
• Provide end-user support to over 100 customers, resolve 97% of issues within one hour, having 90% customer satisfaction rating.
• Reduce the rate of repetitive support incidents by 50% by performing in-depth root cause investigations and collaborating with engineering teams
to identify solutions.
• Troubleshoot customer issues and report them to the appropriate team to improve the customer experience.
• Develop, implement, and improve the ticketing Incident system with Engineering teams by creating a standardized workflow.
• Support new and potential projects for the operations team by using metrics to document and report project progress, providing project
status updates, and delivering on-site support for project managers and the operations team.
• Ensure the smooth operation of servers, networks, and devices by monitoring performance, identifying issues, and troubleshooting problems
promptly.
• Install, configure, and update software applications, operating systems, and hardware components. Ensuring compatibility and optimal performance.
• Manage network infrastructure, including switches, routers, firewalls, and Wi-Fi access points. Ensuring network connectivity, security, and
performance.
• Providing technical support to end-users, addressing their IT-related queries, resolving issues, and offering guidance on utilizing software and
hardware effectively.
• Implement security measures to safeguard data against unauthorized access, cyber threats, and data breaches. Regularly updating security protocols
and conducting audits.
• Establish and manage data backup systems to prevent data loss. Creating plans for catastrophe recovery to guarantee business continuation.
• Administer user accounts, permissions, and access levels. Managing user authentication and authorization processes.
• Maintain accurate and up-to-date documentation of IT systems, processes, configurations, and troubleshooting procedures.
• Collaborate with technology vendors to procure hardware, software, and services. Managing vendor relationships and contracts.
• Staying updated on technological advancements and evaluating their potential benefits for the organization. Integrating new technologies to enhance
efficiency.
Bachelor of Telecommunications
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