Head Of It Global Service Desk & Enterprise Management Center (Noc)
Houston, Texas, Us
Responsible for Schlumberger IT Global Service Desk and EnterpriseManagement Center, with a yearly budget of USD 12M, composed of 250 IT Engineers, operating 24x7x365 to continually improve the customer's IT Productivity and satisfaction.GSD is the first point of contact of IT support to +100,000 employees generating 1.5M interactions per year, located in 4 countries Dubai (UAE), Bogota (Colombia), Jakarta (Indonesia) and Tyumen (Russia), delivering support in 8 languages (English, Arabic, French, Spanish, Portuguese, Chinese, Russian and Indonesian)EMC, located in Kuala Lumpur (Malaysia) and Houston (USA), is the Schlumberger NOC delivering operational efficiency through intelligent, proactive, and cost-effective for network monitoring, server management, and IT Security Operations. Main achievements: * Schlumberger Global IT Service Desk Digital Transformation to become the 1st line of defense for cyber-attacks and the 1st line of action for the enterprise emergency response plan which enabled the rejection of the outsourcing the helpdesk in 2014.* Successful implementation of Follow-the-sun business model to 4 service desks that allowed to increase analysts’ efficiency and avoided a 10% headcount increase.* Leveraging knowledge management and automation within Global IT Service Desk that allowed 10-15% efficiency gain on yearly basis and avoided HC increase during the O&G downturn starting 2014.* GSD Capacity shift from high-cost geography to low-cost geography whereI shutdown Dubai Service Desk operations who was delivering support in English, French and Arabic and built new Centre in KL. This transition did not cause any service deterioration and allowed to save $1.8M in operations cost.* Delivered executive-level leadership and self-help guidance that resulted in achieving 34% tickets reduction coming to the helpdesk.* Led the design and implementation of the help-desk integration process that resulted in $2M savings with Cameron acquisition.