Nedal Alshami
Dubai
Summary
Strategically minded and results-driven Information Technology (IT) professional with 23+ years of international experience in IT industry - 13+ years of leadership duties - renowned for consistently achieving business targets across professional career Strong leader and team-player with excellent organization, communication and technical skills
Considered risks and opportunities while handling IT Budgets
of 200+ Million and managing 80+ branches across UAE, US, Germany and UK
Possessing a practical understanding of business needs and offering valuable insights and perspective in developing overall strategy, planning and delivery to meet the stakeholders’ expectation
Highly committed with the ability of maintaining organization's effectiveness and efficiency through defining, delivering, and supporting strategic plans for implementing Information Technologies
Effectively managed all IT services (dedicated and Cloud), Governance, Strategy, Programs and Projects for Government and international companies and
high-profile vendors such as Dell, MDS, HP
Overview
24
24
years of professional experience
1
1
Certification
Work History
Executive Services Manager
Federal Tax Authority
Dubai
2021.07 - Current
- Part of Intertec Systems Managed Services
- Troubleshot problems regarding product, answered questions from distributors and handled complaints.
- Stayed abreast of new products, services and other general information of interest to customers.
- Maintained organized account records and account profiles.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Implemented process and cost-saving initiatives to enhance operational efficiencies.
- Designed and implemented regional safety protocols to protect customers and technicians.
- Confirmed compliance with local, state and federal regulations at all times.
- Met with customers to discuss service needs and offer available solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
IT Program Manager
Etisalat
Abu Dhabi
2020.07 - 2021.07
- Provided Governance with executive management
- Manage the communication between Etisalat and all ADNOC companies regarding the transformation activates to ADNOC One
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Coached team members on productivity strategies to accomplish challenging goals.
- Lead and manage day-to-day onsite customer operations including onsite Etisalat team management & performance reporting
- Communicated regularly with customers concerning data exchange and technology integration.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Gaining an understanding of the customer’s strategy/operation
- Service Portfolio & Demand Management: Outline the opportunities within the account along with the current services. Identify & maintain the account critical success factors.
- Establish weekly meetings with internal stakeholders to view and address the engagement with the customer & any support concerns.
- Service Level Management: Negotiate, approve appropriate service level targets with the customer & monitored compliance by presenting service review reports frequently.
- Supplier Management: Manage any third-party contracts within the service to meet the service requirements and SLA
- Incident Management: Responsible of smooth follow up and closure of Incidents in coordination with all Etisalat & customer teams to avoid any SLA breach
- Problem Management: In coordination with concerned teams identify Incident root cause, determines a resolution, and then ensures that the incident does not occur again.
- Provide leadership on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer.
- Control changes in design, scale, scope and service levels.
- Supporting operations through new models and architectures including managing and leading teams
Senior Service Delivery Manager
Injazat Data Systems
Abu Dhabi
2016.10 - 2020.07
- Managed Clients Federal Authority of Nuclear Regulation, Deem Finance, National ELNG, and The National news
- Provided Governance with executive management
- Assign KPIs to all team members, evaluate tasks and provide leadership to incident management support team, departmental budgets, financial management and human capital
- Resolved problems, improved operations and provided exceptional service.
- Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Developed strategic direction and strategic planning for the information systems plan including technology deployment plans
- Managed and approved department's purchases of technological equipment and software while ensuring cost efficiency
- Oversaw direct and matrix manage leveraged sourcing teams
- Ensured consistent service delivery, availability and SLA fulfillment
- Defined, ensured and aligned the IT technology with the business operations and industry trends to meet the organizational strategic goals and increase the overall value
- Provided mentorship, Coaching, direction and training for the IT staff
- Ensured the agreed standards are met, risks are reduced, and that service levels are maintained with focus on value
- Managed and oversee the negotiation of SLAs and contracts with suppliers and internal and external partners
- Suggests alternative technical solutions to meet business requirements more efficiently, with greater reusability, maintainability, and scalability
- Provides technical direction and leadership for on time development, design, and systems integration from initiation phase through implementation (SDLC) supporting business functions
- Ensured that all ITIL – IT Service Management (ITSM) best practices are applied - Service desk, change management, indecent management, problem management, request management, release management, availability management, capacity management, and demand management
- Maintained audit/compliance oversight and familiarity with relevant standards and regulations
Regional Service Delivery Manager
The International Renewable Energy Agency (IRENA, UN)
Abu Dhabi
2013.05 - 2016.10
- Part of Injazat Data Systems Managed Services
- Oversaw direct and leveraged resources
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Developed strategic direction for the information systems plan including technology deployment plans and departmental budgets
- Managed and approved department's purchases of technological equipment and software while ensuring cost efficiency
- Provided Governance with executive management
- Managed service in UAE, UK and US branches
- Develop and prepare projects plan, Risk & Issue Registers, project status reports
- Led, guided and developed direct reports daily to achieve objectives and targets in accordance with Performance Management process
- Monitored service delivery performance against targets and customer service indicators
- Developed and implement process improvement to maximize service delivery and minimize costs
- Ensured documentation standards are maintained
- Managed daily administrative issues of team
- Build and maintained high team leader morale, and positively cascades Corporate and Departmental communications
- Handle all employee relation matters in an appropriate and timely manner and in accordance with HR policies and procedures
- Identified areas of risk around delivery and mitigate them on time
- Escalated situations with the potential to impact service commitments achievement and KPIs in accordance with agreed procedures
- Coordinated with regional service teams to resolve customer service issues.
- Implemented and enforced regional service quality assurance processes.
- Led regional service team meetings to facilitate communication and collaboration.
- Planned and implemented strategies for improving customer service and satisfaction across region.
Service Delivery Manager
Abu Dhabi Food Control Authority
Abu Dhabi
2011.01 - 2013.05
- Part of Injazat Data Systems Managed Services, Managed the service delivery activities and 30 direct employees
- Oversaw the results of team to ensure internal and external SLA's are met
- Developed effective client relationships which led to high client satisfaction scores
- Managed third-party contracts to drive delivery of required services.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- managed Regional 80+ Branches
Service Delivery Manager
Al Ain Distribution Company
Al Ain
2009.02 - 2011.01
- Part of Injazat Data Systems Managed Services
- Managed service delivery of the account
- Manage programs and Projects under account umbrella
- Managed 45 direct employees
Program Manager
Abu Dhabi Water & Electricity Authority
Abu Dhabi
2007.03 - 2009.02
- Part of Injazat Data Systems Managed Services, Prepared Statistical and Analytical reports showing the progress of achieving strategic objectives based on projects implementation status
- Setting and evaluating KPIs for different IT services/teams
- Managed and accountable for complex project prioritization, resources, budgets, contracts with external service provider’s consultants
- Evaluated the usage of the project management software with guiding and encouraging the team for the best practice
- Prepared managed project reporting, status report, execution reports, presentations, cost control reports and communication plans
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Coached team members on productivity strategies to accomplish challenging goals.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Interacted with customers and clients to identify business needs and requirements.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Leveraged project management processes and tools to define and execute projects.
Project Manager
Abu Dhabi Water & Electricity Authority
Abu Dhabi
2005.09 - 2007.03
- Part of Injazat Data Systems Managed Services
- Developed and initiated projects, managed costs, and monitored performance.
- Identified plans and resources required to meet project goals and objectives.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Planned, designed, and scheduled phases for large projects.
- Provided detailed project status updates to stakeholders and executive management.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Monitored project performance to identify areas of improvement and make adjustments.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
GIS Consultant
Abu Dhabi Water & Electricity Authority
Abu Dhabi
2003.03 - 2005.09
- Designed standardized protocols for data collection, creating cohesive database input guidelines to streamline intelligence retrieval and exploitation.
- Maintained exceptional safety standards while working with hazardous materials.
- Operated as primary point of contact for clients, providing GIS work order proposals with time-to-completion and budgeting estimates.
- Provided technical recommendations and support documentation to aid in GIS process improvement.
GIS Developer
Khatib & Alami
Abu Dhabi
2001.04 - 2003.03
- Contributed to centralized GIS portal and ArcGIS database, correctly inputting data on new job sites and revising data on changing conditions.
- Combined remotely-collected and on-site data acquisition to generate unified geographic mapping information.
- Designed standardized protocols for data collection, creating cohesive database input guidelines to streamline intelligence retrieval and exploitation.
- Developed requirements for application of GIS solution data.
Software Developer
Dataset Software Tech
Jerusalem
1999.03 - 2001.01
- Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
- Revised, modularized and updated old code bases to modern development standards, reducing operating costs, and improving functionality.
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
Education
MBA -
Australian University of Wollongong
06.2006
Bachelor of Science - Computer And Information Sciences
Birzeit University
01.2000
Skills
- Negotiation
- Budgeting
- Staff Management
- Business Development
- Client relationship management
- Decision-Making
- Strategic planning
- Problem-Solving
- Requirements analysis
- Digital Transformation
- Risk mitigation planning
- Documentation and reporting
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Managed Services
- PMO
- Datacenter
- Disaster Recovery
- NOC
- SOC
- Applications
- Infrastructure
- Storage
- Backup
- Security
- Enterprise Solutions
- SaaS
- IaaS
Technical Solutions
- Oracle
- SAP HANA
- Microsoft 365
- Linux
- Unix
- Cisco
- F5
- SharePoint
- Active Directory
- Microsoft Azure
- VMWare
- Virtual Desktops (VDI)
- CRM
- CMMI
- SQL
- GIS
- Servers
- Citrix
- SIEM
- VPN
Accomplishments
- Successfully Managing a 5 years services contract with a total value of 200M
- Successfully Managed strategic projects to build dedicated cloud services supporting ADNOC OPCOS from centralized locations
- Successfully ManagedDigital transformation projects
- Supervised team of 50 staff members.
- Managed 1000+ Server hosted completely over cloud
- Successfully managed a 3 years services contract with a total value of 60M and 20% extra scope of services
- Implemented the Digital transformation for 35% activities related to external customers
- Developed and promoted team members to higher positions
- Led 3 international branches (US, Germany and UK)
- Led the public services accessed by more than 500,000+ customers and governmental entities
- Managed the IT organizations with more than +2000 employees as clients
- Changed the service model of the operations by developing a support service with other companies to share the cost and services which led a more efficient service and reduced the cost with 23%
- Managed and strategically directed a complete HQ shift and a data center shift to another location with continuous 100% full operations
- Directed 24x7 operations of Newspaper IT services
Certification
- ITIL Service Manager V2
- ITIL Expert V3
- Agile Certified
- CGEIT (Governance of Enterprise IT)
- PMP - Project Management Professional
- 20+ other technical certifications
Hobbies
- Reading Novels
- Swimming
- Chess
- Traveling
Timeline
Executive Services Manager
Federal Tax Authority
2021.07 - Current
IT Program Manager
Etisalat
2020.07 - 2021.07
Senior Service Delivery Manager
Injazat Data Systems
2016.10 - 2020.07
Regional Service Delivery Manager
The International Renewable Energy Agency (IRENA, UN)
2013.05 - 2016.10
Service Delivery Manager
Abu Dhabi Food Control Authority
2011.01 - 2013.05
Service Delivery Manager
Al Ain Distribution Company
2009.02 - 2011.01
Program Manager
Abu Dhabi Water & Electricity Authority
2007.03 - 2009.02
Project Manager
Abu Dhabi Water & Electricity Authority
2005.09 - 2007.03
GIS Consultant
Abu Dhabi Water & Electricity Authority
2003.03 - 2005.09
GIS Developer
Khatib & Alami
2001.04 - 2003.03
Software Developer
Dataset Software Tech
1999.03 - 2001.01
MBA -
Australian University of Wollongong
Bachelor of Science - Computer And Information Sciences
Birzeit University
- ITIL Service Manager V2
- ITIL Expert V3
- Agile Certified
- CGEIT (Governance of Enterprise IT)
- PMP - Project Management Professional
- 20+ other technical certifications
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