In my capacity as a General Manager, I am responsible for overseeing Business Management for SITA's Government and Security business. This entails managing commercial and business development activities, ensuring the program generates customer value, and supporting senior management in achieving SITA's commercial objectives regarding the P&L. Additionally, I work to foster a strong relationship with the customer, collaborate with the Sales team to drive account business growth and identify new business opportunities. Furthermore, I oversee the timely, on-budget, high-quality delivery and operation of SITA's various programs, and ensure all teams working on customer programs adhere to the terms of the customer contract and Service Level Agreements while focusing on both pre-sales and post-sales activities. Lastly, I lead customer engagement activities with SITA internal stakeholders through co-innovation workshops, training sessions, and events.

· Responsible for SITA operations center in Amman and application support activities globally.· Location Leader for Amman office which is one of SITA’s strategic locations with total staff of +115.· Cross functional people manager for + 91 technical support Engineers and IT professionals in Amman, Singapore, Cairo, Frankfurt, and Moscow.· End User Computing service owner, responsible for the overall service performance, engineering activities, projects delivery, operational process design and continuous improvement.· Partnered with the product team and for different solution lines to improve SITA offering, utilizing the latest technologies, and enhance SITA’s operational excellence & customer satisfaction.· Manage a Customer Service Management team to oversee the designated customer relationship from a service quality and operations perspective and ensure SITA delivers its service level promise to customers.· Work with global services bid support to help to design the most valuable and competitive service solution.· Facilitate employee engagement by bringing together functional leaders on-site and provide a channel for communications, helping generate a SITA-wide understanding of our business strategy, priorities and values.Achievements: · Started Application Center of Excellenace ( APP COE) to provide L1, L2, and L3 application support for Airport Management System AMS, End User Computing, and SITATEX Services.. Insourced Airport Service desk that supports + 52 Airports worldwide.· Established dedicated Airport Service Desk to support 24 international and domestic Airports for Saudi Arabian General Authority of Civil Aviation GACA customer.· Worked on a DevOps initiative with the product team to transform EUC Offering to introduce the latest EUC technologies in the market Microsoft System Center suite, 1E-Nomad and Nexthink.· Adopted the digital transformation concept to EUC Infrastructure by migrating the EUC Datacenter to the cloud-based DC.

· Responsible for managing SITA premium operations center for EUC End User Computing, Cloud Computing, Government Security, Mobility and Global field support and coordination.· Own the performance of the service desk as per the defined and agreed KPIs and SLAs, including customer satisfaction.· Design and enforce incident and service request handling and escalation processes, policies and procedures.· Identify new ways of improving the service desk to better meet business requirements.· Handle customers High level escalations and follow up with SITA Field service management to improve their response and to meet the contracted Service Level Agreement.· Report on the monthly performance of the team (KPIs) and provide feedback to the relevant management teams.Achievements: · Started the Premium Service Desk for Saudi Arabian Airlines to support 220 sites worldwide. · Designed the operational processes for the Premium Service Desk model for Saudi Arabian Airlines that include network reactive/Pro-active monitoring, EUC and Messaging incidents support.· Started Government iBorders Service desk to support + 35 Government customers worldwide.· Designed Unified Field dispatch process and related KPIs, that is currently used by all SITA service desks.

· Responsible for managing SITA EUC User Computing Service Desk.· Execute incident, change and problem management processes as per defined company standards· Manage the team shift schedules to ensure appropriate and flexible hours of coverage.· Analyze performance of SITA Field Engineer based on the SLA figures and report feedback to FE management· Report on the monthly performance of the team (KPIs) and provide feedback to the relevant management teams.