Abdul Mateen
Service Delivery Manager
Dubai,DU
Summary
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Al Yousuf Computer & Telecommunication
Dubai`
08.2013 - Current
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Coordinated and led internal and external site team meetings.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Supervised operations of 24-hour customer service desk.
- Facilitated completion of deliveries and verified documentation.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars
Management Associate
AVAYA India
Hyderabad, Telangana
06.2008 - 07.2013
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Facilitated communication between internal and external project stakeholders to keep all parties well-informed.
- Strengthened CIR ( Customer Information Reports) to enhance efficiency and minimize engineer efforts and contain all requirements in one note.
- Gathered, documented and modeled data to assess business with team and successfully transitioned 2 processes within AVAYA US to AVAYA India.
- Created and optimized records management strategies to coordinate and protect information.
Education
Masters in Project Management - Information Technology Project Management
MKU
Skills
Active listening and communication
Training and coaching
Service desk oversight
Contract Management
Client Service
Multi-tasking strength
Relationship building
Contract preparation
Certification
ITIL Service Operations Professional
Timeline
ITIL Service Operations Professional
04-2015
Service Delivery Manager
Al Yousuf Computer & Telecommunication
08.2013 - Current
Management Associate
AVAYA India
06.2008 - 07.2013
Masters in Project Management - Information Technology Project Management
MKU