Mohammad Seif Email & Phone Number

Riyadh, Ar Riyāḑ, Saudi Arabia

Qatar

Doha, Qatar

SOM is committed to deliver the project in accordance with client expectations and malomatia commitment in the proposal, with high quality services and high levels of client satisfaction, focus on improving the CSAT and quality of services within the project budget, identifying new opportunities, farming within the account, and establishing strong business relationships with the client stakeholders. SOM will be accountable for managing the IT managed service project 24x7 according to SLA and mitigating related risks. SOM will play a leading role in the delivery of services and systems improvements by ensuring the use of service management processes of event, incident, problem, service fulfillment, configuration, asset, change, release, KM, SLM, and SCI.

Riyadh, Saudi Arabia

The primary focus is on building strong and mutually beneficial relationships with the assigned clients, as well as those within the Organization. Serve as the client's primary conduit into the IT organization, whether that be for new business, change, growth, projects, or incidents. Ensure the client’s IT needs and goals are aligned with the organization's business. Provide the two-way communication between the client and the wider organization, with a focus on IT.• Excellent customer service & represent client within IT.• Build relationships with clients to encourage new and repeat business.• Build internal relationships to deliver exceptional IT service to the client.• Track & report on outages to the stakeholders.• Liaison with client for Severity 1 & 2 incidents & escalate as needed.• Ensure RCA process is adhered within agreed SLA.• Looking for trends, opportunities, & CI.• Ensures IT initiatives are delivered as per KPIs.• Ensure client expectations are met.• Processes & SOPs are completed, & quality standards are met.• Track and report on all client projects / changes / growth.• Contributor and client advocate in IMP.• Lead ChMP, focusing on client requirements & on cost reduction, or increased cost benefits.• Chair – regular client calls, followed by MoM and actions.• Ensuring IT meets the client’s contractual requirements.• Drive IT cost optimization opportunities in the account.• Assist the transition manager during any new transition or ramp ups.• Recognize solution opportunities, help define requirements.

Riyadh, Saudi Arabia

The primary focus is on building strong and mutually beneficial relationships with the assigned clients, as well as those within the Organization. Serve as the client's primary conduit into the ICT organization, whether that be for new business, change, growth, projects, or incidents. Ensure the client’s IT needs and goals are aligned with the organization's business. Provide the two-way communication between the client and the wider organization, with a focus on IT.• Excellent customer service & represent client within IT.• Build relationships with clients to encourage new and repeat business.• Build internal relationships to deliver exceptional IT service to the client.• Track & report on outages to the stakeholders.• Liaison with client for Severity 1 & 2 incidents & escalate as needed.• Ensure RCA process is adhered within agreed SLA.• Looking for trends, opportunities, & CI.• Ensures IT initiatives are delivered as per KPIs.• Ensure client expectations are met.• Processes & SOPs are completed, & quality standards are met.• Track and report on all client projects / changes / growth.• Contributor and client advocate in IMP.• Lead ChMP, focusing on client requirements & on cost reduction, or increased cost benefits.• Chair – regular client calls, followed by MoM and actions.• Ensuring IT meets the client’s contractual requirements.• Drive IT cost optimization opportunities in the account.• Assist the transition manager during any new transition or ramp ups.• Recognize solution opportunities, help define requirements.Projects Summary:• Enhance and implement the Connect to Operation framework, policies, and processes• Enhance the ITIL framework, policies and policies.

Riyadh, Saudi Arabia

Projects Summary:• MOMRA Project, ESM SMA-SP Upgrade Project Management• SIDF Project, ESM SMAX Implementation Project Management

Al-Riyadh Governorate, Saudi Arabia

• Ensure compliance to PMO processes, procedures, work instructions and policies.• Ensure proper application of PMO methodology• Ensure audit findings are considered in the Continual Improvement cycle.• Ensure adequate PMO governance & controls takes place utilizing Odoo PMO IS• Setup a project and program governance, control and report• Continual improvement initiative to enhance the PMO efficiency• Automate the PMO methodology, processes, SOPs and policies• PMO staffs training, coaching, and knowledge transfer• Track and report on project performanceProjects Summary:• PMO framework implementation• Project, program, & portfolio management processes and policies implementation• Automation of PMO processes. Dashboards, and reports on Odoo

Al-Riyadh Governorate, Saudi Arabia

Responsibilities:•Manage the ownership, update, and control of existing IT policies and procedures•Develop and execute compliance assessment plans•Development and management of the IT Prioritization Process•Development and management of Project and Portfolio Management tools & processes•Portfolio status monitoring and reporting•Creation and reporting of KPIs•Resource Capacity and Capability Management•Resource demand and capacity planning and reporting•Capability planning aligned to the IT Strategy•Forecasts for external resource capacity and capability requirements•ITSM, ITOM, PPM project managementProjects Summary:• ITIL framework implementation• Microfocus (HPE) ITOM & ADM Enterprise Service Management Solution implementation

Al-Riyadh Governorate, Saudi Arabia

• Monthly and quarterly business review • Ensure the align of business plan with channel sales and channel partner plans• Optimize Channel business; accelerate in SMB-Unattended & low value – Tier 2 engagement; Partner KPI; Post Warranty Contract convergence, simplify & automate partner conversion / renewal processes (S360PRO), and Drive operational performance with CAMS• Protect and develop Installed Base; cancellation T&C enforcement, auto-renew (Evergreen), TPM Defend/ Attack, discount control, and data driven upsell (Incident base, sweet spot identification).• Optimize renewal opportunities; renewal process standardization through PROP Expansion, maximize upsell (leverage Sales PROMPTER)• Increase conversion rate; registration improvement & accuracy, full Co-Terming (direct/indirect), and sweeping• Improve Operating Model; deploy new roles in IB, and sales training & certification for sales enablement rolesProjects Summary:• TSS programs and initiatives to generate TSS funnel and secure revenue.

Riyadh, Saudi Arabia

PointNext Service Line Manager and IB Channel Sales Manager:• Business planning and management to secure the current fiscal year revenue while driving the sales efforts to build up a sustainable funnel for the current and next fiscal year. • Create/enhance new solution and GTM sales propositions to build new pipeline • Drive Sales execution where there is shortfall in portfolio sales execution- e.g. deal coaching, deal support, sales workshops • Build the 1-Year and beyond funnel & align with delivery to anticipate medium to long term demand requirements • Create programmatic sales motions to reduce cost of sale (marketing, IP, tools, template, cheat sheet, etc.) and increase sales • Drive alliance relationships (ES, TSC, EG, SW) that pull through TSS services & manage overlaps • Collaboratively participate in the sales campaigns with TSS Sales for the first movers- for each sub-region • Diagnose sales execution issues and gaps & resolve • Drive Practice to priorities & invest in MEMA market & field demands, filter/enhance their enablement, IP content and communications. • Build the business plan that will help actualizing the TSS WW, EMEA and MEMA strategies through executing on set of programs and initiatives Projects Summary:• TSS programs and inititives to generate TSS funnel and secure revenue. 12 M$ budgeted quota

Riyadh, Saudi Arabia

Professional Services Project Management:• Manages customer project delivery: HPE Services revenue approximately $ 1M-5M, large/ complex/ single or multiple region, high risk.• Financials: Accountable for managing large projects, consisting of a reasonable mix of services and products, consistently and successfully, responsible for the P&L and commercial relationship with the client. Proven track record of improving Financial Performance of Projects.• Complexity: Accountable for managing large complex projects consistently and successfully including 3rd Parties, leading edge technologies, and manages internal as well as external resources with a team size greater than 10 people.• Bid and Commercial/ Client relationship & Selling: Manages upper level client delivery relationships. Manages business development; Identifies and develops new opportunities with client. Acts as Bid Manager for high risk deals and has successfully bid managed large projects. • Professional activity & Knowledge Management: Facilitation for peer project reviews. Evidence of cost savings achieved through the output from Project reviews and collateral. • Skills / Process experience: Recognized leader in specific PM Fundamentals and subject areas, that have been used to coach and develop other project managers.• People Management: Mentors and encourages skill development of project team members.Projects Summary:• HPE ITSM and ITOM at NCB• HPE PPM at KFH Kuwait• HPE PPM at STC KSA

Riyadh

Responsibilities: • Job Purpose: To be responsible for the Enterprise Monitoring Tools implementation and operation for the MS projects using it out of GDC. Develop, implement, & audit the adherence of MS Projects to the Service Delivery & Management processes guided by the ITIL framework. Develop MS service catalogue, develop & promote MS consultancy services. • Implement, review & improve service delivery & service management processes based on ITIL. • Identify & implement performance reporting requirements of MS projects. • Enterprise Monitoring Solution – EMS in the GDC to meet MS projects targets. • Promote EMS (HP BTO) as a main component in the MS services. • Gather & analyze IT infrastructure, application and business services automation requirements.• Maintain, update & promote MS Catalogue components in coordination with senior MS Manager.• Develop & promote consultancy services/products based on ITIL, ISO20K Standard. • Transition technology, processes & people from traditional full on-site model to GSD80/20 Offshoreability model for key Telecom operators: Zain, KSA, Nigeria & Ghana, Etisalat Nigeria. • Oversee ITSM projects for key telecom operators• Gather & analyze market intelligence related to MS business & trends so to improve MS offerings • Assess ITSM competency & sufficiency of assessment tools utilized & customize applications • Ascertain resource allocation estimates & monitor project progress. • Maintain high quality standard on deliverables • Maintain and nurturing client relationships.Projects Summary:• HPE ITSM and NNMi suites implementation at Zain telecom operator in Ghana.• HPE ITSM and NNMi suites implementation at Zain telecom operators in Nigeria.• HPE ITSM and NNMi suites implementation at Itisalat telecom operators in Nigeria.• HPE multitenacny solution at ITS GDC Egypt

Saudi Arabia

Responsibilities:• Job Purpose: developing, implementing, and auditing the adherence of the Managed Services Projects to the Service Delivery and Service Management processes guided by the ITIL framework. To be responsible about the development of the MS service catalogue and the development and promotion for MS consultancy services.• To establish, implement, review, improve, and assess adherence to the service delivery and service management processes based on ITIL best practices.• To develop and promote consultancy services/products for auditing and improving IT operations based on ITIL best practices, ISO20000-2005 and ISO9000-2000 auditing.• Managing IT operation transitioning projects, technology, processes and people, from traditional full on-site model to Global Service Delivery -80/20 Offshoreability model for key Telecom operators in MEA such as Zain, KSA, Nigeria & Ghana, Etisalat Nigeria and others according to the ITIL best practice, CobiT governance framework and ISO20000-2005 and ISO9000-2000 quality standards.• Overseeing IT service management projects in MEA, for key telecom operators such as Zain and VIVA in addition to carrying out several ISO20000-2005 and ISO9000-2000 auditing exercises at client premises.• To gather and analyze market intelligence information related to the Managed Services Business and trends in the region and to formulate initiatives to improve and develop ITS Managed Services offerings.• Performing end to end IT service management, assessing the competency and sufficiency of assessment tools utilized and customizing several application to better serve client infrastructural requirements.• Nurturing of client relationships thereby guaranteeing maximum client satisfaction and imparting training on ITIL courses, detailing methods and practices.Projects Summary:• ITIL framework design and implementation at Zain KSA

Riyadh

Responsibilities:• Performed comprehensive analysis and management of several service projects for the company's key clientele involving broad spectrum ITES, ITSM and provision of customized tools and assessment models.• Translated project requirements into functional specifications and assisted technical team during development phase, designed detailed test plans and carried out testing to ensure that business requirements and functional specifications were fulfilled.• Composed, maintained logs, and reference manuals, imparted ITIL training and extended support to users in system orientation by employing problem solving & root cause analysis techniques to assist with issue resolution.• Handled a variety of assignments encompassing areas of ISO 20000-2005 and ISO 9000-2000 auditing in addition to embarking on aggressive sales and marketing initiatives to expand business reach and profitability.• Reviewed periphery existent and developed systems to ensure they are relevant to current business specifications in addition to performing periodical reviews.Projects Summary:• ITIL framework maturity gap assessment at RSAF KSA

Responsibilities:• Designed, implemented and maintained IT Service Catalogues, SLA's, OLA's and Underpinning Vendors' Contracts pertaining to all processes undertaken, optimized ITIL service delivery and support processes in addition to conducting process related trainings for helpdesk operations.• Formulated a variety of reports detailing service standards and protocol to serve as a steering guide for personnel working at the helpdesk whilst embarking on any resolution assignment.• Performed periodical audits of the Helpdesk activities and tracked the progress of the Helpdesk Operation Project periodically on the issues of process and quality compliance.• Executed in depth ITSM customization involving incident, problem, change, CMDB and SLM tools customization and spearheaded the integration of the same with other infrastructure monitoring and management systems.• Revamped and updated all documentation pertinent to Helpdesk Policies, Manuals, Procedures and Templates as and when required to ensure currency and adaptability to new services and operational issues.• Interacted with relevant process owners to understand and improve alignment between processes, reviewed the metrics reported and suggested scope for improvement if any.• Attended all relevant review meetings for the Helpdesk operations and ensured that all issues were properly addressed, immediately taking steps to resolve crises if any.Projects Summary:• ITIL framework, policies, and processes design and implementation at STC IT sector• Processes optemization and automation at STC IT Service Desk

Riyadh

Responsibilities:• Analyzed the defects of Lucent patted systems and imparted training and transferred key knowledge elements to STC employees on duty and deputation.• Managed dependent systems and augmented support functions, performed design and handled maintenance related processes and procedures.• Operated and monitored the STC Helpdesk system and managed its relationships with internal departments and subcontractors, such as Lucent, SBM, Siemens, Ericsson and Jeraisy Co.• Served as the key point of contact for the resolution customer complaints regarding company products and coordinated operations across the STC Help Desk extending advice whenever required.• Obtained vital customer feedback for every individual trouble ticket and resolved the situation by closing and returning the ticket back to the CTS Engineer and expediting problem resolution.• Composed weekly and monthly statistical and forecasting reports, contributed to the development of short, long term, ad hoc and permanent STC Helpdesk processes and procedures.• Applied quality control standards and IT HD processes and procedures, tracked response of the same to established systems and executed the necessary action.

Al-Riyadh Governorate, Saudi Arabia

Responsibilities: • Handled a variety of customer support initiatives mainly to do with the products supplied by the company, attended to customers’ requests and complaints in addition to ensuring swift and satisfactory resolution of all grievances. • Performed statistical and trend analyses on customer call metrics, composed reports incorporating the results obtained from the same and conducted regular customers satisfaction surveys. • Built a strong case for the implementation of improvement initiatives based on the results of the analysis carried out, that was aimed at enhancing the quality of service and nurturing customer relationships. • Successfully contributed towards enhancing the brand's service perception among target population and existing customer and client base, which led to an increase in business and substantial improvement in profitability.

Al-Riyadh Governorate, Saudi Arabia

Responsibilities: • Coordinated all the new service and technical support requests and efforts for all company customers Kingdom wide. • Supervised all the technical support efforts for all company customers Kingdom wide. • Controlled both incoming and outgoing equipment shipments to and from KSA, coordinated with the clearing agent and Saudi customs office on logistics and traced the movement of equipment between stores and customers sites by using an Equipment Tracing System. • Oversaw activities across company stores in KSA and prepared weekly, monthly and bi-monthly equipment movement reports. • Conducted annual physical counting for all stock across Reuters branches and customer locations on the main cities of Riyadh, Jeddah and Dammam.

Bachelor, Operations Research, Very Good (3.76/5)

Activities and Societies: Fundemental of operations research, Statistics, distribution and probability models, Programing in FORTRAN.

International Minin Mba, International Business, Excellent

Activities and Societies: HR management, Strategic management and planning, Financial management (Financial analysis and forecasting).

Diploma, Qualtiy Management, Excellent

Activities and Societies: Business Administration, Communications skills, Quality functions and gurus, Work team, Quality strategic.

Master'S Degree, Information Technology, Excellent