workplace vendor manager
BASF
Total years of experience :23 years, 7 Months
manage large global vendors (Like HP, ATOS, TES) who deliver services for the company in North America.
Imporoved performance and KPI, ensuring SLAs/SLOs are met,
managed contract valued over 20M USD.
manage cost savings.
escalation management
orders and financial management
manage large accounts and operations in UAE, GCC and Iraq.
Build and maintain relationships on directors and excextive level..
manage a team of sales, logistics, buyers and financial people
Managing HP field operations and services delivery through vendors and subcontractors.
Leading a team of professionals to provide service delivery using Vendors/Subcontractors, liaising vendors, strategic customers and organization.
Working closely with global procurement team in preparing RFPs/RFQs, creating SOWs/Contracts, assessing, negotiating, selecting and on-boarding of vendors/partners.
Assuring, analyzing & improving KPIs/sNPS and operational metrics (SLA, FTF, RTM, CPI, SVM, CRTAT, etc.).
Conduct QBR meetings and cadence of service review meetings with vendors, making sure that vendors deliver the requirements as per the contracts.
Successfully developed a new 3rd party labor strategy and negotiated big contracts to gain yearly cost savings of over USD 200K from services.
Developing internal and external customers’ relationships, working with them, accomplish customer satisfaction on services provided, discussing their needs and identifying areas of improvement.
Managing various Programs/Projects implementations using Agile and waterfall methodologies, while ensuring implementation of Digital Transformation, like P4HP (Partner for HP) channel partners, digitization of contractual business using ServiceNow ITSM, EEG (case exchange integration with subcontractors),
Worked to reduce parts consumptions, migration of the event management team to Cost Rica, and DaaS (Devise a service) supporting project to use Autopilot/Intune in Azure clouding service to deploy various applications to users.
Strategically supporting various business of the organization (Managed Print Service, Warranty, Contracts, DaaS, etc.), and apply best-practices in the strategic sourcing and partnership.
Ensuring management of Financials, including vendors spend, forecasts, POs, CPI, and monthly accruals.
Frame strategic plans in managing financials, cost reduction, contracts and yearly budget.
Achievements:
Delivered various services projects and operations through vendors valued over USD 18M.
Achieved yearly cost savings of over USD 200K from services, defining successful new labor strategy and negotiated big contracts.
Mainly responsible for E2E service delivery for onsite support in the cluster (Middle east, KSA and Africa).
- E2E service delivery management of direct onsite support for the cluster ME/KSA/AF.
- Field Supplier Manager (partner manager) for HP direct/DDS in UAE.
- Lead a team of four FSMs who manage Africa, KSA and UAE direct delivery.
- Operation manager for consumer onsite support in UAE.
- Prepare weekly and monthly RCA and CAP for the cluster delivery operation. - present to MEMA.
- Business planning embracing the capacity and capability planning and analyzing HP's competition onsite model services & performance for the countries of the cluster.
- Monitor the call center operation for HP direct onsite customers to ensure KPIs are met.
- Monitor Supply Chain operation in the cluster and ensure meet the SLA.
- Work in line with the CEP manager of the cluster to ensure post sales services aligned.
- Ensure operation performance excellence and KPI meeting the targets.
Responsible to manage Servicer Delivery Channel Partners for HP commercial products in UAE, GCC and Iraq
- Manage service partners' delivery performance proactively against HP delivery key performance indicators KPIs as defined.
- Manage partners to they ensure deliver service with high customer satisfaction and performance on behalf of HP service delivery according to warranty obligations.
- Working closely with HP partners to implement the HP ServiceOne program and setup partners as specialist of expert partner, and apply strategic business aspects of the service delivery specializations.
- Operating with the partner to improve partner's delivery processes (end to end) and work to manage and implement operational improvements where necessary to apply the ServiceOne delivery program.
- Building a close working relationship with all necessary partner contacts to senior level.
- Ensuring all local governance processes are followed in relation to the appointment of new partners, merger management, and de-accreditation of existing partners. Taking appropriate legal guidance where required.
- Carrying out partner assessments and warranty compliance reviews regularly.
- Ensuring partner engineers meets and maintains necessary criteria for inclusion in program as defined by business and quality criteria, including technical training and the certification process.
Major Achievements:-
o Improve overall scorecard and KPI results for UAE and GCC channel partners towards Green.
o Played a major role in lunching TCC (Total Care Center) project in Dubai in terms service delivery from commercial product line side.
Hewlett-Packard - HP Enterprise services - main client: General Motors corp. - Dubai.
I worked as technical consultant and site manager for GM and I was responsible for:
- Manage onsite and remote supports for RMO/MEDC sites with 250+ users.
- Follow ITIL process in IT services delivery and escalations to ensure that the strategic objectives are met.
- Acting as an incident manager for RMO office and MEDC warehouse for network infrastructure occurrences, engaging the related team from Brazil/US/India
- Executive/VIP support for all IT services requirements and technical issues, work and communicating to CxO and directors level.
- Ensuring SLA targets were exceeded in terms of problems resolution.
- Main point of contact for the client (General Motors) on IT services, infrastructure, and users support in UAE.
- Lead level 2 technical support and onside support of a team on three engineers.
- Attending meetings with the Client to discussing service delivery improvements and maintaining of new services.
- Managing various projects like VPN upgrade, new LN implementation, MPLS, SvD improvement, Windows 7 upgrade, and disaster recovery.
- Presenting ECM (Enterprise Change Management) in CAB meetings when required.
- Manage technical line on conference calls to resolve and escalate incidents.
Major Achievements:-
o Improve TCE and customer satisfaction results by 30 %.
o Improved the met percentage of SLA from 50 % to reach 80 %.
o Proposed and implement new processes to speed up the new employee IT setup radically.
- Project Manager of the Cisco Academy Project that enclose planning, preparing for Labs and training material, implementation, quality control and monitoring.
- Deliver training in MSOffice, Project Management, networking, Web Design, and ICDL.
- Conducts training and related developmental activities needed to support operational objectives of the organization.
- Using Learner Centered Education based on Learning Management System (LMS) and Instructor led methodologies.
- Evaluation and analysis of IT technical requirements and submitting project proposals.
- Member of the curriculum team to develop the academic curriculum.
- Giving consultancy to various clients in IT sales solution and business requirements.
- Contact local and global suppliers and prepare RFQs and RFPs.
- Configure, commissioning and test different communication systems.
- Maintain outstanding relationships with the clients and look for new opportunities.
International Business Management Australia/Dubai