Mariam Alsuwaidi
Sharjah
Summary
Dedicated IT Service Management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proficient in applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director – Service Management
Dubai Holding
2018.11 - Current
- Provide leadership and governance in developing and maintaining standard processes, approaches, methodologies, governance of IT Service Management function.
- Deliver corporate workplace services, including end-user support, desktop management, and collaboration tools.
- Ensures IT services are aligned with strategic business objectives while adhering to industry standards and best practices.
- Manage key relationships across Technology and business to deliver service centric culture.
- Manage Service level agreement and underpinning contracts of services provided by Dubai holding technology to all entities.
- · Conduct regular service reviews with stakeholders to identify areas for improvement.
- Establish culture of continuous improvement, fostering open communication channels and empowering employees to voice their ideas.
- Oversee IT infrastructure risk management to ensure identification, assessment, and control of IT risks.
Senior Manager IT Service Delivery & Support
Dubai Properties
2016.12 - 2018.10
- Led IT Service Delivery and Support teams provided operational oversight in key IT Service Management areas to Dubai Properties
- Promoted culture of accountability within team by setting clear expectations regarding roles, responsibilities, and performance metrics.
- Supported development and documentation of IT Business Continuity and Disaster Recovery plans, including risk assessments, business impact analyses, and recovery strategies.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Conducted regular reviews of vendor contracts and SLAs to ensure optimal value for organization.
AVP Technology Risk and Controls
BARCLAYS BANK PLC
2011.11 - 2016.07
- Worked closely with global IT risk management team based in UK office to implement technology risk framework in UAE, while concurrently overseeing management of UAE risk portfolio.
- Management of technology key risk indicators and in-country technology risk appetite and ensure to implement remediation plans for any deviation to organization technology risk framework.
- Management of Audit and Technology business continuity.
- Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
AVP – Service Delivery
BARCLAYS BANK PLC
2011.03 - 2011.11
- Developed high-performing team by providing coaching, mentoring, and regular performance feedback.
- Implemented best practice processes and service improvements plans for service desk and logical access management teams.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Introduced competency matrix for technology department, along with training and development initiatives.
Senior Manager- IT Process Control
Emirates NBD Bank
2009.10 - 2011.02
- Assisted in evaluating technology operation against COBIT standard, pinpointed deficiencies in technology processes and controls, and addressed these gaps by implementing enhanced processes.
- Created and executed learning and development strategy for technology department employees.
- Created and executed career development plans for Technology UAE national employees.
Unit Manager – Service Desk
Emirates NBD Bank
2008.04 - 2009.09
- Centralization and integration of Service Desk and End user support.
- Implemented centralized ITSM tool.
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
- Resolved conflicts among team members quickly to maintain positive working environment conducive for continued excellence in customer experience.
Education
MBA - Human Resources Management
International Institute
Ajman, UAEDiploma - Computer And Information Sciences
Middle East Institiute
Sharjah, UAESkills
- Strategic Planing
- Leadership
- Influencing & Communicating
- Risk Management
- Stakeholders Management
- Vendor Management
- Project Management
Certification
- CRISC
- ISO\IEC 270001 Practitioner
- ITIL
- MOR Practitioner
- COBIT implementation
- IT Disaster recovery specialist
Timeline
Director – Service Management
Dubai Holding
2018.11 - Current
Senior Manager IT Service Delivery & Support
Dubai Properties
2016.12 - 2018.10
AVP Technology Risk and Controls
BARCLAYS BANK PLC
2011.11 - 2016.07
AVP – Service Delivery
BARCLAYS BANK PLC
2011.03 - 2011.11
Senior Manager- IT Process Control
Emirates NBD Bank
2009.10 - 2011.02
Unit Manager – Service Desk
Emirates NBD Bank
2008.04 - 2009.09
MBA - Human Resources Management
International Institute
Diploma - Computer And Information Sciences
Middle East Institiute
- CRISC
- ISO\IEC 270001 Practitioner
- ITIL
- MOR Practitioner
- COBIT implementation
- IT Disaster recovery specialist
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