Raziel Peña
Dubai
Summary
Over seventeen years of experience providing consultancy and professional support services to IT projects and a solid record of success in IT management and delivering technology solutions with a unique blend of technical expertise and leadership skills.
Committed to leveraging technical expertise and leadership skills to drive innovation and transform business processes while ensuring the highest level of IT service delivery.
Driven by challenging opportunities to lead cross-functional teams, align IT strategies with business goals, and deliver results that enable organizations to stay competitive in today's dynamic market.
Overview
17
17
years of professional experience
3
3
Certification
Work History
Senior Manager, ICT Operations
Mediclinic Middle East
10.2018 - Current
- Worked closely with ICT and other unit leadership in planning, developing, and executing technical strategies aligned to business growth and objectives.
- Responsible for budgeting over twenty-five million AED, including core infrastructure items, vendor relationships, and contract negotiation.
- Spearheaded a wide range of IT security and operational improvements across Mediclinic's environment in conjunction with Mediclinic International.
- Support business projects to increase revenue streams, improve and accelerate digital transformation and new methods to engage with patients, and add footprint expansions with new clinics/branches to the group.
- Created governance standards, policies, and information security guidelines for ICT teams and general staff members.
- Managed a team of more than forty-five technical and managerial staff since the team's inception
- Represented Mediclinic during audits and other country regulator-related compliance activities.
- Implemented a disaster recovery strategy and technical changes to ensure business continuity and minimize risks
- Successfully migrated Mediclinc's core data center and services from one of its facilities to a Tier 3 co-location data center.
ICT Service Delivery Manager
Mediclinic Middle East
10.2015 - 10.2018
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Formalized the team's transition to an ITIL-based Service Management approach for service provision by certifying the entire ICT Team in ITIL, introducing new ITSM tools and related updates to its policies,processes, and procedures.
- Responsible for end-user equipment budgets and actively involved at all stages: information gathering, budget preparation, and justification to Executive Management.
- Consolidated support, refreshed hardware, and saved minimum one million two hundred thousand AED per year by introducing managed printing services agreements.
- Supervised operations of 24-hour customer service desk staffed by 35 team members.
- Successfully transformed the team’s old silo-based distribution to a regionally based one, increasing cooperation, communication, and productivity.
- Developed a comprehensive IT service catalog providing technical and operational expertise in policies and procedures.
IT Service Manager Senior Advisor
Sidra Medical Research Center / Dell Services
07.2011 - 05.2015
- Provided consultancy services to one of the cornerstone healthcare projects for Qatar and Qatar Foundation through Dell Services.
- Involved in all stages of the program, working across different disciplines, including Service and Delivery Management, Project Management, Release, and Transition Management.
Education
Post-Graduate Program - Cloud Computing
University of Texas At Austin/Texas McCombs
USA / Online11.2022
Master of Science - Information Management And Security
Open University of Catalonia
Barcelona, Spain / Online12.2009
Bachelor of Science - Computer Systems Engineering
Wrn. Institute of Technology And Higher Education
Guadalajara, Mexico06.2006
Skills
- Strategic planning and execution
- Cultural intelligence
- Multicultural, multiple locations team leadership
- Decision making with integrity and professionalism
- Coaching/mentor approach team handling
- Business acumen
- Stakeholder engagement and relationship management
- Problem-solving skills
- Willingness to adapt to evolving IT landscapes
Certification
ISACA - Certified in Governance of Enterprise (CGEIT)
ITIL V3 - Foundations / Intermediate Operations / Strategy
Project Management Professional (PMI) - Course
Affiliations
- Toastmasters
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Portuguese
Elementary (A2)
Timeline
Senior Manager, ICT Operations
Mediclinic Middle East
10.2018 - Current
ICT Service Delivery Manager
Mediclinic Middle East
10.2015 - 10.2018
IT Service Manager Senior Advisor
Sidra Medical Research Center / Dell Services
07.2011 - 05.2015
Post-Graduate Program - Cloud Computing
University of Texas At Austin/Texas McCombs
Master of Science - Information Management And Security
Open University of Catalonia
Bachelor of Science - Computer Systems Engineering
Wrn. Institute of Technology And Higher Education
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