Osama M. Nada Email & Phone Number

Riyadh, Saudi Arabia

- Building ServiceNow Practice in Ejada and managing the partnership.- Working with the sales team to develop internal awareness of ServiceNow capabilities. - Agree with management for ServiceNow internal strategies and agree on hiring and enablement plan aligned with ServiceNow channel manager.- Drive sales growth by demonstrating the value of ServiceNow solutions, effectively communicating technical concepts to non-technical audiences, and fostering strong client relationships.- Build and maintain relationships with key stakeholders, including clients, partners, and internal teams.- Monitor market trends, competitor activities, and industry developments related to ServiceNow.- Collaborates closely with the sales team to understand client requirements and objectives, to ensure the best offering that meets customer needs and budgets, in order t agree on a transformation strategy aligned with best practices and standards (ISO20000, COBIT5…etc.).- Collaborate with the technical team to design and present ServiceNow solutions that align with the client's needs, showcasing the platform's functionalities and benefits.- Work closely with the delivery team for Agile implementation and customer satisfaction. - Coordinate with the project manager to ensure delivering quality projects on schedule, within budget.

Riyadh

- Understand the required design to fulfill Customer needs and align it with Best practice and different standardization (ISO20000, COBIT5…etc.).- Help customer fulfilling IT Governance- “As is” Processes Assessment and documentation as well as “To be” Processes Recommendation and documentation based on the best practice- Suggest and document new approach to align with ITIL best practice for these processes.- Suggest a road map to move from current to aimed situation.- Discuss and convince the management and executives to implement the recommendation.- Define and discuss the actions that can be automated in the current ITSM tool.- Translate the process documentation to Customer standards if there is any.- Follow-up and preparations to fulfil some requirements for external Audits like Qiyas 9 cards and dimensions.- Work with respective people from customer to help understanding and remediating identified gaps by consulting company.- Work with respective people on Internal Audit findings from Customer side to help remediating them.- Suggest required Service Level Agreements, Operational level Targets and need underpinning contracts.- Create Service Catalog policies document and Service catalog process and list.- Help in tooling selection/evaluation.- Teach and mentor the Customers stockholders in the new approach.- Explain the requirement with the tooling implementation team to start the implementation.- Control and monitor the quality of the tooling implementation.- Quality control the developed tools to ensure best user experience and best practice adjustments.- In addition to Business development duties (Presentations, Proposals, RFPs, Pricing …etc).

Riyadh, Saudi Arabia

✓ Study the current capacity of the team and Identify Critical resources from the current team (Internal team numbers) ✓ Based on new scope identify the required capacity✓ Understand different departments that falls under special department to plan skills & hire the resource accordingly✓ Collect and review current SOPs “Standard Operations Procedures” if there are any.✓ Knowledge acquisition by gathering all needed requirements like “organization structure, applications and software in use, Asset management, CMDB database and hardware details, Number of users and their locations, number of agents and engineers deployed one each site, processes and procedures, assignment and escalation matrix…etc”✓ Agree on the targeted Operating model and governance.✓ Knowledge transfer for the staff.✓ Shadowing revers Shadowing support✓ Reporting on the Quality of the Services and Service level targets, on weekly and monthly basis. Below are some examples:o Executive Dashboard “overall status, repeated incidents, SLAs status, compassion with last week …etc.”o Incidents Trends per type/categoryo Repeated Incidents Trends per type/categoryo Incidents list Summaryo Problem Management Performance per priority/departmento Problems list Summary✓ Continual Service improvements by suggesting different initiatives for tools, processes, people to enhance the quality of overall services.

Riyadh, Saudi Arabia

• “As is” Processes Assessment and documentation• “To be” Processes Recommendation and documentation based on the best practice• Roadmap suggestion to move to the Recommendation• Define and discuss the actions that can be automated in the current ITSM tool.• Translate the process documentation to GAZT standards based on “Operations excellence guidelines”.• Follow-up and preparations to fulfil some of Qiyas 9 cards and dimensions.• Work with respective people on “Operations department” to cover some gaps identified by consulting company.• Work with respective people on Internal Audit findings.

Riyadh

Key Duties & Responsibilities:o Study current Situation and document it for different processes.o Suggest and document new approach to align with ITIL best practice for these processes.o Suggest a road map to move from current to aimed situation.o Discuss and convince the management and executives to implement the recommendation.o Discuss it with the implementation team to start the implementation.o Control and monitor the quality of the project implementation.o Suggest required Service Level Agreements.o Create Service Catalog policies document.o Understand the required design to fulfill MOF needs and align it with Best practice.o Control and monitor the implementation company to ensure implementation of Service catalog as per best practice.o Quality control the developed tools to ensure best user experience.o Launch the software to match the best practice recommendationo Suggest required Service Level Agreements.

Riyadh

Key Duties & Responsibilities:•Build strategic relationships with potential clients, contacts and business partners.•Working in line with sales staff to open new leads and follow-up existing ones.•Maintain the whole sales cycle from identifying till closing•Evaluate new opportunities in terms of income potential and mission fit.•Review quarterly the Business Plan goals.•Present the division portfolio to the clients.•Suggest new vendors to partner with them.•Follow up with the legal department to fasten the partnership process.•Suggest marketing strategies to target certain segments within the market.•Prepare RFP templates and respond to the RFPs as required.•Design solution to cover customer pains.•Maintain all contacts and leads using CRM application.

(HP ITSM & HP Client Automation pre/post sales engagements)Key Responsibilities:Work with IT customers on to ensure they are getting the most value from the BSM/ITSM and the services being provided.Keep up with new technology trends in order to gain and maintain credibility within the business and the IT organization. Maintain High Visibility amongst Customers and IT Functions and be Accountable for Customer Satisfaction and Usage of existing services. Position and present the benefits of the BSM/ITSM solutions with the client. Anticipate difficult situations and plan approach accordingly by formulating recommendations.

(BMC ITSM/Marimba pre/post sales engagements)Key Responsibilities:Prepare, present and demonstrate complex solutions for customer.Prepare the required proposals for customers.Support Project Managers with project planning as needed.Position and present the benefits of the solution with the client and/or install the solution at the client's siteInstall and configure BSM technologies to meet customer requirements during Trials and/or implementations.Complete schedules, time reporting, project status and any other documentation required in a timely manner.Provide technical support as needed, resolving client technical issues during engagement.

(BMC Remedy Design, Implementation and Support)Key Responsibilities:Design and suggest solutions for customers based on their requirements.Support and Monitor Ejada BMC ITSM Server, as needed.Maintain and Configure Ejada BMC ITSM Applications.Gathering and documenting requirements from customers. Design, Develop All required applications using remedy technology.Creating and implementing stress testing scenarios for ITSM applications based on ITIL standards.High Engagements in User acceptance testing and official project sign of.Mentor and guide Consultants during customer engagements.

To coordinate with Key users to collect their system requirements.To develop new Application from point zero on Remedy Engine Based on Users requirements.To Customize Remedy Help Desk, Asset Management, Trouble Tickets applications. The application provides IT organizations with ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records.To arrange trainings for end users on our own applications or the customized ones.To Install, configure and maintain Remedy engines with latest patches, its’ Applications and packages.To be involved in the general systems administration in order to ensure the smooth operation.To provide day to day technical support to local and remote users regarding Remedy issues.To customize and develop new reports meet user’s need using Crystal Report tool.

Master Of Business Administration (M.B.A.), Business Administration And Management, General, Master

Very Good Bachelor, Electrical (Computer) Egineering, Very Good