shady Sameh ayoub

IT Service Delivery ManagerFull Time

• Job Details:• Manage IT Operation Helpdesk, service Desk, Infrastructure & 3rd party contractors, sponsoring service delivery meetings and Service reporting • Create and revising technical plans for IT Projects • Build a personal relationship with key client/staff • Successful service delivery - SLA achievement with high level of customer satisfaction 98% • Responsible for change management for BG Egypt asset • 3rd party, Vendors management responsibilities • Remove all obstacles to customer satisfaction and/or financial performance/ changes. • Make sure local IT Administration And Operations are working in accordance with BG Standards, Policies and Procedures • Handle internal and external technical escalation and managing Severity and High Priority Tickets. • Pull in additional resources when needed e.g. specialist teams or people for specific issues / opportunities • Single point of engagement for demand planning and demand management conversations with business partners around their needs. • Interact with technology brokers/vendor managers to identify and evaluate new technology products for their services’ • Reviews business requests for service enhancements, improvement and undertakes cost evaluation, standards reviews. • Monitor and oversee overall performance of services • Managing budget, Savings and accruals. • Working with Government sectors Like EGPC for cost recovery Returns and NTRA For the telecom authority’s approvals Key Deliverables/Achievements: - Email Retention Policies - Box Project implementation (online storages) - 2003 Servers Decommissioning - Fire Eye deep scan and intrusion preventive system - New Digital Media Signage Solution - Secure Printing " Safe Com " Project - Monitoring SLA Breach Reduction , And Team Weekly Back Log Reports - Creating Handover Processes - Team Skills Matrix - Fix It And Communication Templates