Asma Al Shanqiti
Abu Dhabi,UAE
Summary
Accomplished Emirati leader with extensive experience, specializing in service management, strategic IT governance and quality assurance. Proven track record in leading transformative projects and driving technological advancements to enhance organizational performance and contribute to the economic growth of the UAE.
Overview
12
12
years of professional experience
4024
4024
years of post-secondary education
1
1
Certification
Work History
Service Governance Manager
Khalifa University (KU)
Abu Dhabi, United Arab Emirates
11.2019 - Current
- Contribute to the development of the department's strategy, as well as annual plans and objectives.
- Define and maintain processes, policies, and procedures for IT Service Management, as per the best practices and international standards.
- Perform regular audits and quality checks to ensure conformance.
- Report on process KPIs to ensure effective implementation.
- Define and review SLAs with different customers as per the best practices, and ensure adherence.
- Maintain the requirements of different ISO standards.
Service Delivery Manager
Masdar Institute (part of Khalifa University)
Abu Dhabi, United Arab Emirates
11.2016 - 10.2019
- Responsible for delivering end-user computing services for the faculty, staff, and students at Masdar Institute.
- Lead the ICT Service Desk and ensure that the ITIL framework is followed in IT Service Management (ITSM).
- Lead the team to plan and deliver activities that consistently meet and exceed customer SLAs and expectations.
- Drive continuous improvements, analyzing customers' feedback to identify trends and gaps in service offerings.
- Enforced ITSM practices to offer the best service, increasing the first call resolution rate and customer satisfaction.
Head of Business Relationship Management
Emirates Nuclear Energy Corporation (ENEC)
Abu Dhabi, United Arab Emirates
12.2015 - 10.2016
- Develop a business relationship link between the business units and ICT.
- Lead a team for continuous review and analysis of ICT services, identifying areas of improvement and managing the implementation of improvement plans.
Service Management Specialist
Emirates Nuclear Energy Corporation (ENEC)
Abu Dhabi, United Arab Emirates
01.2015 - 11.2015
- Define ITSM processes, ITSM metrics, and KPIs, and report them regularly.
- Responsible for maintaining the requirements of ISO 20000 IT Service Management.
Service Management Analyst
Emirates Nuclear Energy Corporation (ENEC)
Abu Dhabi, United Arab Emirates
01.2013 - 12.2014
- Monitor and analyze ITSM processes, metrics, and KPIs to support continuous improvement and reporting functions.
- Assist in maintaining compliance with ISO 20000 standards, supporting the management of IT service requirements and documentation.
Education
Master of Science Degree - Computer Science
University College London
LondonBachelor of Science Degree - Network Engineering
UAE University
Al AinSkills
- Communication Skills
- Leadership Skills
- Enterprise Service Management
- Strategic IT Governance
- Process and Quality Assurance
- ISO Standards Compliance
- Stakeholder Engagement
- Project Management
- Analytical and problem solving
- IT Technical Skills
- Technical Networking Skills
- Programming Skills
- Service Management Applications configurations
- Familiar with different applications and tools
Certification
• EFQM Assessor Certified
• EFQM Validator Certified
• ISO 20000 Lead Auditor Certified
(Test Result: 100%)
• ITIL Expert Certified
(Third Emirati Expert)
• DGE Leadership Course
• Abu Dhabi Accountability
Awareness Program
• ITIL Foundation Certified
• ITIL Release, Control,
and Validation Certified
• ITIL Operational Support
and Analysis Certified
• ITIL Service Offerings
and Agreements Certified
• ITIL Continual Service
Improvement Certified
• ITIL Managing Across the Lifecycle Certified
• Governance of Enterprise IT (CGEIT) Training
• CREDOTM Board Simulation Training in Leadership
• Six Sigma Training
• Certificate of Cisco CCNA Discovery
• Business Continuity Management Course
• Goals Setting Course
• Procedures Writing Course
• Corrective Action Program Training Developing
• Procedures Training
• Culture of Safety Training
• Nuclear Security Training
• Information Security Course
• Enterprise Risk Management Course
• Quality Assurance Course
• Human Performance Course
• Emergency First Responder Training
Languages
Arabic
Native language
English
Proficient
C2
Affiliations
- Member of Women in Nuclear (WiN) Global
- Environmental Ambassador, Environment Agency, Abu Dhabi
- Member of Microsoft UK International Women in Computing, UCL, UK
Personal Information
- Nationality: Emirati
- Marital status: Married
Attendance & Participations
· ServiceNow Put AI To Work Summit, Dubai, 2025
· DGE Inspire to Achieve sessions, Abu Dhabi, 2025
· DGE Enterprise Service Management workshops, Abu Dhabi, 2024
· GITEX, Dubai, 2022, 2023 & 2024
· World Future Energy Summit (WFES), Abu Dhabi, 2017 & 2019
· IEEE GLOBECOM, Abu Dhabi, 2018
· The Culture Map Lecture, Majlis Mohamed bin Zayed, Abu Dhabi, 2017
· Abu Dhabi Youth Council, brainstorming sessions, 2016
· Gartner Symposium/ITxpo, Dubai, 2016
· Abu Dhabi e-Government Forum, ADSIC, Abu Dhabi, 2015
· BMC Day, Dubai, 2014
· GITEX, Dubai, 2013
· Undergraduate Research Conference on Applied Computing, Zayed University, Abu Dhabi, 2010
· Internship Program, (AADC), Injazat Data Systems, Al Ain, 2009 (Help Desk, Network, Support, Application, Server, and Security)
· "University Excellence Meets SAP" Event, SAP community, Dubai, 2009
· International Conference on Innovations in IT, UAE University, Al Ain, 2009
Recent Projects
- ISO Certification Project: Led a transformative project to implement four ISO certifications, successfully achieved in 2023.
· ISO20000 IT Service Management System (ITSMS)
· ISO27001 Information Security Management System (ISMS)
· ISO 22301 Business Continuity Management System (BCMS)
· ISO 9001 Quality Management System (QMS)
- Enterprise Service Management Project: Currently working with the Department of Government Enablement (DGE), Abu Dhabi, in the Shared Government Enterprise Service Management Project (ServiceHub), as part of Abu Dhabi Common Digital Platforms Program (CDP).
Honors
- Honoring of Ankabut CEO at Khalifa University for leading the project of successfully implementing 4 ISO Certifications (ISO20000, ISO27001, ISO22301, and ISO9001), September 2023.
- Honoring of HH Sheikh Mohammed bin Zayed Al Nahyan – Emirati Women’s Day - Emirati Leaders, Aug 2016.
- Honoring of HH Sheikh Hazza bin Zayed Al Nahyan for winning the Medal of the Chairman of the Executive Council – AD Excellence Awards, Nov 2015.
- Honoring of ENEC CEO for the iServices Project, May 2015.
- Honoring of ENEC CEO for the Exceptional Performance Award, April 2013.
- Honoring of HH Sheikha Fatima Bint Mubarak for UAE University Excellent Graduates, April 2011.
- Honoring of HH Sheikh Mansour Bin Zayed Al Nahyan for Grade 12 UAE Top-Achievers, the fourth highest student (98.8%), June 2006.
Awards
· Medal from the Chairman of the Executive Council, Abu Dhabi, Nov 2015
· Abu Dhabi Award for Excellence in Government Performance, Individual Category, Nov 2015
· ENEC Barakah Award for Excellence in Performance, first place winner, Dec 2014
· University Project Award – International Conference on Innovations in IT, Dec 2009
· University First place winner in the Best IT Core Project Award, Jan 2009
· University Dean's Letter for Excellent Academic Performance, June 2008
References
Fahem Al Nuaimi
Ankabut CEO, Khalifa University, Abu Dhabi
+971 55 885 2093, fahem.alnuaimi@ku.ac.ae
H. E. Samar Al Mansoori
Senior Vice President - Support Services, Khalifa University
+971 2 312 3939, samar.almansoori@ku.ac.ae
Sofiane Benna
Technology Operations Director, Khalifa University, Abu Dhabi
+971 50 459 5880, sofiane.benna@ku.ac.ae
Alia Al Hammadi
Vice Chairperson, UAE Government Media Office, UAE
+971 56 605 0600, alia.alhammadi@gmo.gov.ae
Timeline
Service Governance Manager
Khalifa University (KU)
11.2019 - Current
Service Delivery Manager
Masdar Institute (part of Khalifa University)
11.2016 - 10.2019
Head of Business Relationship Management
Emirates Nuclear Energy Corporation (ENEC)
12.2015 - 10.2016
Service Management Specialist
Emirates Nuclear Energy Corporation (ENEC)
01.2015 - 11.2015
Service Management Analyst
Emirates Nuclear Energy Corporation (ENEC)
01.2013 - 12.2014
Master of Science Degree - Computer Science
University College London
Bachelor of Science Degree - Network Engineering
UAE University
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