Mohamed Ali Shahinsha Bahrudeen

• Responsible for developing and executing the Market IT Strategy across the MENA region, encompassing 19 countries. This role involves strategic planning and cross-functional coordination to ensure alignment with overarching IT goals and objectives. Accountable for managing the IT budget, including both CAPEX and OPEX.
• A key responsibility includes implementing market IT policies and standards to ensure adherence to best practices and consistency across all operations. Additionally, I oversee IT vendor governance, ensuring effective management and alignment with strategic objectives.
• Collaborate with business units, IT leadership, and external vendors. Communicate portfolio status, risks, and outcomes to stakeholders.
• Identify and mitigate risks across the IT portfolio. Ensure contingency planning and issue resolution processes are in place.
• Evaluate and improve portfolio management processes. Promote innovation and adoption of best practices.

• Align project goals with organizational strategy and business objectives. Developed project management roadmap to define project objectives, timelines and milestones. Define high-level scope, deliverables, and success criteria in collaboration with senior stakeholders. Develop multi-year roadmaps for complex programs or portfolios.
• Led technical upgrade projects for Market by working and coordinating with local IT, RBS (Regional Business services)and Off-shore teams for integrations.
• Oversee multiple projects simultaneously, ensuring resource optimization and alignment. Prioritize initiatives based on ROI, risk, and strategic value. Coordinate dependencies across projects and departments.
• Track progress and performance using KPIs and performance metrics. Manage changes to scope, schedule, and costs. Conduct regular reviews and audits. Prepares status reports and communicates updates to stakeholders.

• SAP CRM Functional Consulting: Analyze business requirements related to Marketing and Sales processes and translate them into functional specifications for SAP CRM solutions. Configure SAP CRM modules to meet business needs, including: Sales Order Management, Marketing Campaign Management & Customer Service
• Training & Support: Develop training materials and conduct sessions for super users on SAP CRM functionalities and best practices. Provide ongoing support and troubleshooting to ensure smooth operation of the SAP CRM system.
• Change Management: Implement change management strategies to facilitate user adoption of new CRM processes and tools. Communicate changes effectively to stakeholders, ensuring they are informed and prepared for new system functionalities.
• Process Improvement: Identify opportunities for process improvements within Marketing and Sales functions. Recommend enhancements to the SAP CRM system. Stay updated with the latest SAP CRM trends and functionalities to ensure the organization leverages best practices.
• Lead and manage projects related to development of various third party applications
• Continuous Improvement & Compliance: Drive process and system capability improvements using Lean Six Sigma methodology. Implement and sustain security and compliance across SAP modules in Marketing & Sales legacy applications, as well as other non-SAP third-party applications.

Master Data Management Process Improvement

• Develop, maintain, and ensure the integrity of master data within SAP systems, including customer, vendor, and material data. Ensure accurate and timely creation, updates, and deletion of master data records in compliance with organizational standards. Implement data quality checks and validation processes to maintain accuracy, consistency, and completeness of master data. Conduct regular audits to identify discrepancies and initiate corrective actions.

Compliance and Governance

• Ensure master data management practices comply with internal policies, industry standards, and regulatory requirements. Collaborate with compliance teams to align master data processes with organizational governance frameworks. Identify opportunities to enhance master data processes and recommend improvements to increase efficiency and effectiveness. Participate in cross functional projects aimed at optimizing data management practices across the organization.

Collaboration

• Work closely with cross functional teams including IT, Finance, and Operations to ensure alignment on master data requirements and compliance initiatives. Act as a liaison between business units and IT to facilitate effective communication and understanding of master data needs.

• Provide first- and second-level technical support to end-users for hardware, software, and network-related issues. Troubleshoot and resolve technical problems efficiently to minimize disruption to business operations.

• Perform regular maintenance and updates on IT systems, including servers, workstations, and software applications. Monitor system performance and implement improvements to enhance operational efficiency and reliability.

• Assist in the development and management of the IT budget, tracking expenditures and ensuring alignment with financial objectives. Monitor IT spending and identify cost saving opportunities without compromising service quality.

• Collaborate with vendors for the procurement of IT equipment and services, ensuring adherence to budget constraints and organizational standards. Evaluate vendor performance and provide recommendations for future engagements.

• Maintain an accurate inventory of IT assets, including hardware and software licenses, to ensure compliance and effective resource allocation. Conduct regular audits of IT assets to track usage and identify potential upgrades or replacements.

• Provide first-level technical support to end-users for hardware, software, and network issues via phone, email, and in person. Troubleshoot and resolve technical problems efficiently, ensuring minimal disruption to business operations.

• Receive and log support requests in the ticketing system, categorizing and prioritizing issues for efficient resolution. Monitor and manage the lifecycle of support tickets, ensuring timely follow-up and resolution.

• Assist users with account management tasks, including password resets, account creation, and access permissions. Provide guidance on the use of software applications, operating systems, and IT services.

• Maintain accurate documentation of support processes, troubleshooting steps, and resolutions in the knowledge base. Create user guides and FAQs to help users resolve common issues independently.

• Work closely with other IT teams, such as network and systems administrators, to escalate and resolve complex issues. Collaborate with team members to improve support processes and enhance service delivery.

• Conduct training sessions for users on new technologies, software applications, and IT best practices.

• Maintain a high level of customer service, ensuring a positive experience for end users throughout the support process. Actively seek user feedback to improve service quality and responsiveness.

• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Trained new personnel regarding company operations, policies and services.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.