Nov 2019 – Dec 2019 · 1 mo · Middle East / UK

• In this role, I displayed my ability to plan and develop comprehensive project plans, which encompassed stakeholder engagement strategies and clearly defined deliverables. This ensured that projects were executed effectively and aligned with organizational goals. As a leader, I spearheaded the development of detailed current state assessment plans and facilitated analysis workshops across multiple platforms. This approach enabled us to gain a thorough understanding of the existing systems and processes. Furthermore, I played a key role in designing a future unified digital service management operating model, creating an optimized framework for efficient service delivery and management. Additionally, I built a high-level design for alignment processes and established a roadmap to streamline and integrate various operational activities, ultimately enhancing the overall efficiency and effectiveness of the organization.

Jun 2019 – Aug 2019 · 2 mos · Middle East

• I led extensive research and analysis efforts, which resulted in data-driven insights, recommendations and innovative solutions to overcome complex business challenges. I successfully designed and developed an innovative target operating model that incorporated shared services delivery, streamlined business processes, authority matrix, policies, procedures, service level agreements (SLAs), key performance indicators (KPIs) and dashboard reporting. The implementation of processes and workflows aligned with ITIL best practices ensured efficient and standardized IT service management. Additionally, I conducted informative and interactive BPM workshop sessions for IT staff, fostering knowledge sharing and equipping them with the necessary skills to optimize business processes.

Sep 2008 – May 2018 · 9 yrs 8 mos

• In my previous role as an Account Support Manager (Value Delivery Advisor), I took great pride in mentoring and training my account team to ensure exceptional service delivery and provide regular progress reports. Being the single point of contact, I prioritized customer satisfaction and consistently met all commitments. Building and nurturing long-term, strategic relationships with CxOs and Directors played a crucial role in our mutual success. I actively contributed to internal reviews and played a key role in identifying solution opportunities for complex projects, resulting in successful outcomes. Despite the challenges of complex environments, I demonstrated effective leadership skills and consistently delivered results, even without direct authority.
• During my tenure as a Network and Security Lead (Expert) in EMEA Consulting, I excelled in providing exceptional consulting and implementation services for clients undergoing technology and operational transformations. I played a key role in developing architecture specifications that translated customer business requirements into specific technology and operational recommendations. Collaboration was a vital aspect of my work as I seamlessly interacted with service groups, providers, customers and technical support groups, leading network topology changes with minimal downtime. Furthermore, I contributed to compliance projects focused on BSI and ISO standards, aiming to ensure service delivery excellence and establish best practices.

Mar 2008 – Sep 2008 · 6 mos

Oct 2004 – Mar 2008 · 3 yrs 5 mos