ITIL Service Delivery Manager , Pre Sales-Technical Solution and Project Manager,

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• IT Solutioning from end to end for new logo (new client), renegotiation, extensions and evolution of client contracts: Cloud, Resiliency, Backup & Restore, NAS, SAN, DRP, Hosting in Datacenters, Network, Security & Managed services across industries including banking, telecommunications, insurance, public, and healthcare, driving successful adoption of technology solutions boosting revenue by 15%.

• Managed Agile projects for Cloud migrations, Hosting Racks in datacenters, Telco and Interco btw datacenters, Security and Resiliency, installation of IBMi machines with related SWMA (SW maintenance), HWMA (HW maintenance).
• Managed the related SW, HW, Labor Consult, procurement, Back-to-Back, Vendor management, Joint Business Relationships, Risk quality & Compliance, Acceptance RM, Sizing, Costing, Pricing and bid-management (financial factors, COLA, Risk & Contingencies and allocations, tags,) on each solution.
• Managed the end-to-end process of Move to Cloud technical solutions:

• Technical aspects: Azure AKS Clusters Prod, PProd, Dev and Mgmt, PostgreSQL BDD Clusters with construction of landing zones in different regions with Geo Replica., service management and technical support, monitoring management (Azure monitor, supervision tools SL1, Netcool, ITSM, Prometheus, Grafana, etc.).
• Financial aspects: Procurement management, resource management and project planning, risk management. “costing & pricing” in Co-contracting, Sub-Contracting.

• Pioneered technical pre-sales architects and SMEs to drive RfP, RfI, and tenders demonstrating servant leadership, conflict resolution, stakeholders’ engagements skills as well as risk analysis and responses, requirement traceability metrics, bottom-up planning, WBS, HLD and SoWs.
• Managed Jira Service Management sourcing platform using Jira PM platform and scrum methodology dividing milestones from Hiring process, bid management with vendors network, onboarding, time tracking and accounting.
• Developed functional and technical outcomes to incoming RFPs and RFIs and Rate Cards based on market analysis for small, medium, and GT10M euro TCV solutions with more than 47% GP.
• Successfully managing and meeting the stakeholders and customers’ expectations, ranging from mid-level management to executives.
• Handling difficult projects situations, following proactive risk management approach and solving project issues.
• Managing project work carried out by onsite and remote resources ranging from architects, engineers, developers, testers, business analysts, product owners and other IT roles.
• Working closely with suppliers and vendors and ensuring that they also follow the Scrum methodology as appropriate.

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• Over 8 years of managing production environment and BAU activities with L2 & L3 support teams.

¨ Manage the communication system with the external and internal stakeholders (daily/weekly/monthly), applying experience of more than 14 years in this area.
¨ Act as SPOC for customer representing the organization, managing the client expectation and primarily increase CSAT and customer success.
¨ Recognized by external Auditing as primary TOP Project Office contributor with highest client satisfaction rate converted to potential extensions more than 3 times in a row (2020 till 2027).
¨ Conducted projects (new tools, applications and technologies, deployments, upgrades, DRP,) related to client’s infrastructure according to SDLC, DevOps and Agile processes.
¨ Led the launch of a robust secondary controls program, leveraging BI tools, collaborative frameworks and capitalize on areas of improvement in the Move from & to Prod process of servers by double controls and verification of monitoring GSMA agents, Netcool platform and Blue Care portal as well as GNM Everbridge notification tools, resulted in a 25% of operational efficiency across the organization.
¨ Led a team of 10 in developing and executing customer success initiatives by defining the required alarms definitions on Vcenter level for ESXi and VMs as well as DS and set automated actions used PowerCLI, resulting in a 30% improvement of the client accounts monitoring dashboard.
¨ Initiated and led continuous improvements on Infrastructures using CAPA planning tools to identify and improve the performance of servers and VMs (add/remove of CPUs and MEM,) and the applications by controlling on applications logs and MW to enhance the application performance.
¨ Enhance the delivery processes, procedures using Problem matrix and communication plans between teams and clarify duties and inter-collaborations guidelines between competencies teams, resulting in a 20% reduction in server downtime and a 40% increase in website loading speed, enhancing user experience and overall customer satisfaction.
¨ Over 18 years of utilizing and overseeing the ITSM tools (Maximo, Jira, HP center, CMDB, CIs, Inventories, etc.), including setting up and occasionally implementing certain tools (Jira SM).
¨ Implemented a cross-functional communication strategy, leveraging communication channels, daily and weekly team huddles, to foster collaboration and ensure adherence to SLA, SLO and KPIs, achieving a 15% increase in on-time performance and reduced customer complaints by 25%.
¨ Governed the Root Cause Analysis process of major incidents and related reactive and proactive actions plan resulting in 0 repetitive incidents.
¨ Managing and enhancing ITIL Incident, Change, Problem, Access, and Event Management processes with cross-functional teams for more than 14 years.  

? Performed the Monitoring & troubleshooting " SunGard Global Network "
Products: SGN - Brokerage, Funds, Securities, STCM, 22C2.

? Over 5 years of Level1&2 Technical Support (24/7 Follow the Sun) for
monitoring and troubleshooting physical and Virtual environments: Scripting
Shell. Support AIX Park, System Administration. Support Oracle DBs: FX
protocol, EOD, ETL, staging, night streams, CICS Zos support, system,
issues, and log management.

? Availability/Incident /Event/Access and major incident Management and
Service Improvement Process and Metrics using ITIL framework.

? Led communication channels calls, mails and crisis and major incident
communications and operational troubleshooting providing Exec Alert
reporting and escalation internally and with clients.


Launched upskilling strategies, internal knowledge platforms and Transfer
skills processes moving the team productivity and expertise to a highest level




? Launched upskilling strategies, internal knowledge platforms and Transfer
skills processes moving the team productivity and expertise to a highest level
and enhancing the team spirit contributing to shorter time of resolution and
troubleshooting and avoiding SLA Breaches by 40% and leveling up CSAT
by 20%.

? Reporting: Turnovers meetings, daily meetings with Management.

? Business Continuity plan and recovery process: Rebuilds, Map and Disaster
Recovery Scheduling, Managements and Planning.

? Patch and Release management and product performance review.

? Service Improvement Process and Metrics.

? Exec Alerting, Hierarchical and functional escalation for major incidents
management and reporting.