MAJDI KAWAA

GCI Service Delivery Manager Full Time

• Job Details:GCI Service Delivery Manager (OM) - Middle East and Africa October 2007 onwards British Telecommunication Group, Dubai – United Arab Emirates  Accountable for managing service delivery of client accounts in the Middle East and Africa (e.g. Thompson Reuters, P&G and the finance sector)  Validating client’s requests and ensuring all the technical requirements are correct in-order to meet the agreed SLA and the client`s expectation  Managing other teams across the SD organization to execute their tasks within agreed time scale  Overseeing subcontractors and ensuring all logistics process has been completed to meet the client committed delivery date  Improving the productivity resulting in increased cost effectiveness and value  Ensuring and monitoring that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures  Launching new products and POPs in the region; responsible for optimization project for the Middle East region  Providing expert problem management support to difficult, high profile customer issues and ensuring root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit  Overseeing the integration of all service delivery units and ensuring the end-to-end delivery of service for clients  Supporting, developing and mentoring other service delivery employees where relevant; Maximizing same account growth opportunities  Providing support to new business opportunities. Take an active role in bids and support the transition and implementation of new business (including new service offers)  In conjunction with the Service Development Managers, Sales and Service Delivery Management teams stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable Regional Order Manger-EMEA November 2006 – October 2007 British Telecommunication Group, Budapest, Hungary  Managing the ordering and delivery of circuits and Customer Premises Equipments (CPE) orders in several countries of the Middle East & North Africa region.  Maintaining and developed very strong relationship with local supplier as Telco, Etisalat and Du. Building close relation with the mid-management on to improve visibility on orders.  Following up on order progress and maintain BT order management database documented on a regular basis including use of exception codes and escalation tools.  Taking necessary action to rectify any identified jeopardy which would affect the delivery timescale; confirming that inventory is correct at all times and correctly loaded into the target assurance system.  Placing orders for service components (e.g. access, CPE) to external suppliers in the Middle East and North African region.  Handing the working service to the Service Assurance team and close down the systems in the delivery environment as quickly thereafter as possible.  Responsible for ensuring all KPI/ KCI’s are delivered against agreed targets working with organizations within BT to ensure that this is achieved, maintaining a high focus and drive on performance and operational jeopardy management.  Ensuring that the service has been tested and that all necessary quality checks have been performed. Responsible for management, reporting, escalation and customer interface.  Accountable for taking ownership to identify root cause issues that are impacting the productivity and efficiency of the ordering unit and implementing continuous improvement initiatives and solutions, maximizing the throughput impacting customer service and minimizing costs.  Responsible for ensuring that any improvement or changes implemented (e.g. product, systems) to the stage are tested effectively.  Built strong reputation in front of Reuters, owning the customer’s trust to be ensured all their goals are met and being the first and reliable contact to get in touch if any problem raises Career Highlights & Achievements  Achieved best performer among the service delivery team in Hungary of the year of 2007  Reduced the delivery lead time with supplier from 6 months to 35 working Days  Worked on Optimization project and successfully achieved a savings of EUR 2 million in 2011  Rescued client from daily loss of AED 100000, by bringing the service up on time