Dubai, United Arab Emirates
A capable strategic thinker and technology leader, with experience in all aspects of IT Services. Skilled and experienced in IT Transformation, Organisation Design, Change Programmes and in managing large teams. Results driven through collaboration and always seeking better ways of working
Head of the global dnata Travel IT team Developing and implementing the IT Strategy as a technology enabler for the Travel brands to succeed. I manage and lead the IT global teams providing technology services and delivering large complex programmes to the business. Responsible for delivery of the Travel portfolio, programme and projects that support all the dnata Travel brands. The scope of role includes Architecture, Infrastructure Management, Data Centres & Cloud, Software Engineering, Service Management, Security and Technical & Project Delivery
During this time, I led on the end to end service management of the worldwide dnata portfolio (Catering, Travel, Airport Operations & Ground Handling) providing value to the customer via the activities involved in supporting and managing the life-cycle of IT services. Responsible for promoting Continuous Services Improvement, maintaining and delivering service quality, SIP ownership, and customer satisfaction. Accountable for operational efficiency and defining support priorities, service reporting on overall health of the application landscape and escalation handling. I designed the global service management and support operating model for introducing dnata services through transition into production, ensuring that on-boarding of each entity was done in a seamless way
I managed the service and support functions of Emirates IT, including Global Field Support services for all DXB and international airports, corporate buildings, university campuses, dnata agencies, worldwide outstations (450+ offices) and Senior Executive VIP support, including the formulation and review of strategies towards achieving customer service goals, and timely Level 2 Support of all end user devices (circa 50,000+ end users). During this time, I managed and directed the activities of the support teams (200+ staff direct reports worldwide) in resolving incidents and coordinating activities with third party service providers and internal delivery teams as necessary. I managed and took overall responsibility for the deployment of all hardware end-user assets (including IT Asset Stores and Repair Workshop) and software across the IT worldwide enterprise including the Service Request & Fulfilment function. Appropriate processes and procedures where formulated, implemented and monitored within these functional teams. I was responsible for all new station start-ups and relocation' worldwide where there was an IT requirement. Budget and Cost Centre Holder for several cost centres, including budget holder for all end user assets purchased worldwide.
I headed the Service Transition function within Service Management. I was responsible for defining, managing and improving the service management strategy for all IT services including the ownership of Service Level Objectives for IT customers and Operating Level Agreements between different support departments within IT. I managed and took overall responsibility for the efficiency of various service management functions across IT including Change, Configuration, Release, Availability, Problem Management, SLM, IT Service Catalogue, IT Service Continuity, and people Sourcing and Site Facilities Management (IT Office space requirements - anything from desk moves to new building start-ups). I was responsible for the end to end in-house strategic sourcing of contractor Consultants into I.T (over 1000+ contractors), working with all sourcing vendors to bring in the best talent into I.T. I was also later responsible for outsourcing the then in-house Sourcing function to Pontoon, by way of a MSP offering, and then overseeing the Supplier performance and delivery of the function. During this work period, I was also responsible as Head of IT Partnerships (including Supplier Management) for several months to establish early processes and strategies to create this newly formed team. Budget Holder for several cost centres
Service Delivery Manager at Capita IT Services accountable for end to end Service Delivery. Responsible for all the IT services delivered to the business, and for direct management of the Database and Technical Support teams for the Criminal Records Bureau account (UK Home Office). A senior manager leadership role with full budget and cost centre holder responsibilities
Senior Manager as an Offering Unit Manager responsible for the PwC and HMRC accounts for IT Technical Services. I was responsible for leading the entire PwC outsourced IT team in London delivering services to the PwC business. As Head of IT for multiple accounts, I was responsible for the end to end technology services being delivered to the client
Technical Services Manager for Windows and Citrix Technology teams supporting the CSCI and HMCE / HMRC accounts