Digital Services Transformation- Leads deep transformational and digitalization activities across MENA region - Acts as the MENA subject matter expert supporting 9 Subsidiaries, 20 countries- Collaborate with stakeholders to deliver enterprise level digital innovation activities- Establish project governance frameworks by cascading best practices on the field- Conducts regional workshops to provide strategic insights and key roadmap planning- Leads major continuous process improvements supported & driven by data analytics; WhatsApp channel expansion, IVR deflection project, Social marketing activities,Service to Sales Synergy, CSAT/NPS predictive analytics, AI adoption capabilities- Leverage on Sprinklr’s capabilities and CSM resources (OmniChannel) from periodic performance reports, KPI analysis, influencing of stakeholders via data analysis- Lead gap analysis by highlighting baseline/current state (As-Is) and future state (To-Be) CS Field Operations- Improves service operations through service differentiation and best practices expansion on a regional scale, repair speed improvement, repeated repair elimination and advocate customer satisfaction level-up activities (KPI, SLA, CSAT or NPS)- Provides accurate and extensive reporting through data excellence and structures- Regular field visits to MENA Subsidiaries in order to address field issues, map processes, eliminate pain points to deliver fit for purpose & customer-focused solutionsGovernance, Compliance and Risks Management- Proactively identifies, evaluates and mitigates or controls potential risks and regulations to minimize major service interruptions and business stoppage - Adhere to government policies and methodologies in order to ensure smooth service operations, service continuity and proactively minimize business risksParticipates in HQ regulations workshop to deliver regional issues, mentor peers, ensures creation of long-term relationships with government units and personnels

- Lead point of contact for delivery related activities in ServiceNow (IT Service Management), SAP modules (HR, BW, P3M) and People on Board Competency (POBCO) applications’ governance, standards and key roadmap planning- Implemented critical IT Service Management (ITSM) to drive business operation; Incident Management, Problem Management and Change Management- Spearheads a 40% increase in application’s utilization and customer satisfaction through developing and implementing application platform knowledge & recommends solutions or changes to current or proposed system operations- Acts as a major process champion via engaging both internal and external stakeholder, communicate complex quantitative analysis into clear & precise info. - Lead and manage support teams, provide effective leadership to vendors, enforce SLAs, assist with projects, key presentations and future state proposals

*** Supply Chain Management- Leads a group of 15 consultants involved in Production Support, Material Requirements Planning and Advanced Planner Optimizer (APO) day to day operations- Own and drive MRP process for a prestigious FMCG company – Procter & Gamble- Applies technical skills to identify process improvements and opportunities for efficiency- Provides 1st – 3rd level functional support through ITIL core processes- Monitors, improves and simplifies SCM processes to drive business growth, to remove manual work and increase work capacity- Establishes business metrics, SLAs and KPIs to better monitor overall business performance*** Stakeholder Management- Enriches business relationship, participates in IT strategies setting and management reporting- Sets priorities and analyze complex business needs for further system implementation- Leads service level delivery, service reporting and business measurements- Acts on business escalations, provides root cause analysis and permanent resolutions- Provides quality and effective communication to key stakeholders and end users- Works on service and continuous improvement plans to deliver operational efficiencies

Application Management - Performs Level 1 and Level 2 Incident Management process, project management activities- Conducts applications’ service or change requests, desktop user support & IT inventories- Leads bank wide relocation activities and workstation preventive maintenance