Rahim Kassam

Rahim Kassam Email and Phone Number

Service Management, IT Operations and Incident Management Freelancer @ Freelance
London, GB
Rahim Kassam's Location
London, England, United Kingdom, United Kingdom
Rahim Kassam's Contact Details

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About Rahim Kassam

Skills & Abilities:- Exceptional Service Manager experience- Stakeholder Management and Communication- Strategic Objective Planning- Continuous Improvement- Problem Solving- People Development- Coaching and Mentoring- Making data-driven decisions to support the business- Understanding business and customer requirements, putting the customer at the heart of everythingI am an accomplished Service Manager who has been able to adapt to an ever-changing technology and product landscape. My passion lies in ensuring world-class Service Management experiences for products and services. I am experienced in people development, coaching and mentoring. I am also a keen and natural problem solver with a demonstrable ability to bridge multiple departments, create strong, long-lasting relationships, exceptional stakeholder management and be a person that the business and teams can trust. I deeply understand Service Management, Agile methodologies, Product Management, roadmap management and product strategy. I am highly adaptable, keen to learn new things and bring fresh perspectives to ways of working and delivering products and services. I have many experiences and have never avoided a new challenge or opportunity.I created a team of 3 direct reports and 11 indirect reports in my previous role, recruiting a diverse group of highly skilled data engineers, quality managers and insight analysts, implementing a new data capability for our IP products and enhancing an existing data capability for Sky Q devices to ensure the highest levels of service to Sky TV customers, helping to understand where we could make improvements, working with the engineering teams to fix live issues as well as driving the backlog and prioritisation process for quality improvements to the Product. Here are some of my key achievements:Improved reboot rates by approx. 35% on Sky Q (UK & IT), 79% on Sky Glass and 92% on Sky Stream.Improved UK CSAT by 16% on Sky Glass, 5% on Sky Stream and 6% CSAT on Sky Q across Sky Group.Implemented a new data reporting and insight capability to visualise Telemetry data to understand customer pain points on the new IP products launching across Sky Group.I am someone who can lead any team. I am action-oriented and can make decisions using data. I build relationships and instil confidence with customers and stakeholders. I love to improve products and how services are delivered to customers.

Rahim Kassam's Current Company Details
Freelance

Freelance

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Service Management, IT Operations and Incident Management Freelancer
London, GB
Website:
cfcunderwriting.com
Employees:
407
Rahim Kassam Work Experience Details
  • Freelance
    Service Management, It Operations And Incident Management Freelancer
    Freelance
    London, Gb
  • Cfc
    Application Operations Manager
    Cfc Dec 2023 - Present
    London, England, United Kingdom
    I am involved in all facets of IT Operations with my primary role being to lead and coach my team who are responsible for triaging issues and driving improvements on our internal business applications. Embedding a customer focused set of values in the way we work and communicate. I also own the Major Incident Management process, responsible for driving the evolution of the process. In support of this, I also run Incident Management Forums that deep dive into incidents to understand root cause as well as drive actions identified. I have recently implemented a Defect Management Process which has been shown to have had a remarkable and positive impact to the way defects are identified, documented, handed over to delivery teams and fixed into production. The next step will be to roll this out across all delivery teams. Being part of the Infrastructure, Security and Operations Leadership team, I am involved in all sorts of initiatives to help evolve the Operations function in support of the growth of the IT department and the business as whole. The role is extremely varied so it is never quiet or boring
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  • Sky
    Head Of Product (Quality, Service Management & Operations)
    Sky Aug 2019 - Sep 2023
    London, United Kingdom
    As a Head of Product, I was responsible for monitoring the service levels provided to customers, working with infrastructure and engineering teams to drive improvements and responding to major incidents. Responsible for the monitoring and reporting of software quality KPIs, inputting into the monthly software release management process. Identified and created a comprehensive set of KPIs for weekly reporting to stakeholders on all Sky products. Recruited a team of technical Insight Analysts, Service Managers and Data Engineers, growing from 1 direct report to 3 direct reports and 11 indirect reports, including teams from IT and DE, to provide insight into customer pain points and to drive improvements.Delivered a comprehensive data capability for Sky Glass, Sky Stream, Q Over IP and, more recently, Sky Live that allowed for deep-dive investigations and correlations on issues impacting customers, using Splunk, AWS, Tableau and GCP.Creation of quarterly OKRs for the team. Created a matrix-managed, cross-functional team from across the department to understand cause & effect using enhanced data views from customer engagement/customer journeys (PA), network/wi-fi performance and telemetry to identify problems impacting customers. Service Manager for investigations into customer call drivers and delivered improvements in the on-screen messaging and online help articles.Provided Incident Response across all European territories covering many technologies, leveraging technology and people efficiently and effectively. Service Manager responsibilities to ensure products, projects and services are delivered on time using Agile and ITIL frameworks for service management and operations, resulting in continuous improvements.Owned the Product Management roadmap for Quality and Experience improvement features for Sky Q.
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  • Sky
    Head Of Windows, Mac And Applications Service Management
    Sky Apr 2013 - Aug 2019
    London, United Kingdom
    Service Manager responsible for key infrastructure such as SCCM, SCOM and JAMF services.Service Manager responsible for Application Support of critical business applications such as Salesforce, Condeco Room Booking System, Episerver CMS and Worksite Legal Document Management System and transformation of these services utilising SAAS offerings where appropriate.Responsible for the software licence budget for internal applications and JAMF Management tools of circa £300k. Transformed the Windows and Mac engineering team to be more business-focused, creating a strategy to tailor and enhance the service provided to each business area.Led the technical design and implementation of Microsoft Autopilot and Intune for a touchless Windows 10 deployment for new starters and to support the company-wide laptop refresh programme. Led and supported the strategy for Endpoint protection and acted as an architect and liaison with my colleagues in IS SecurityLed the team responsible for 3rd line engineering function for approx. 24,000 Windows and Mac devices at Sky, including patching compliance, security posture, software/application delivery and roadmaps for end-user computing.Led the design, test and delivery of new technologies supporting flexible working in new buildings across Sky CampusCoaching and management of a consistently high-performing teamExceptional vendor and supplier managementLed negotiations with vendors on several new technologies brought into Sky.
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  • Sky
    Senior Service Manager (Business Delivery)
    Sky Oct 2012 - Apr 2013
    London, United Kingdom
    Implementation of new tablets (iPads) and other mobility technologies to circa 4,000 engineers in the field, including email for the first time using Office 365Implementation of MDM platform (MobileIron) and supporting operational processesLed device and vendor selections.Full involvement in RFPs for software suppliers and the decision-making process.Involvement in business process mapping to understand how new technology would be used.Led the technology process mapping to understand how processes would impact the engineers, recommending overcoming the challenges and implementing innovative solutions.Stakeholder engagement and management to ensure the delivery of Technology was tracked, reported and in line with expectations.Matrix management of teams not directly reporting to me
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  • Sky
    Senior Service Manager (Operations)
    Sky Mar 2009 - Oct 2012
    London, United Kingdom
    Service Management of all Sky interactive and web properties, including ownership of operational readiness activities for new services and launchesResponsible for the management of team driving operational acceptance on new services launching or releases to existing servicesDeputising for Head of Service OperationsIdentifying opportunities for Business or Technology Process improvementsOrganisation and management of Live Event Support with regular status updates to senior Technology and Business stakeholders, notably for the launch of F1 channel on SKY, Olympics Technology status, end of 2011 Premiership transfer window and end of Premiership Season 2011/2012Undertook role of central co-ordination for cross platform/technology projects, examples including SAN migration, Upgrade of Storage arrays and major Network changesManagement and involvement in several service improvements including instability following launch of Sky Go, eCRM instabilities, eSales/eService instabilities, instability of Sky Sports News on iPad and Sky Mobile TV on iPhonePoint of escalation from the team for advice and guidanceCreate and maintain effective relationships across Technology and the businessResponsible for obtaining strategic view of new services/launches and releases to enable effective management of team resourceWorking closely with Agile teams in a collaborative manner to achieve happy blend of Agile and ITIL methodologies
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  • Sky
    Major Incident Manager
    Sky Dec 2005 - Mar 2009
    London, United Kingdom
    I was part of the new Major Incident Management team at Sky responsible for the management and resolution of all major incidents impacting internal services as well as Sky customer facing services. Following resolution of the incident, Problem Management processes would ensure root cause analysis was undertaken.On-Call duty manager responsibilities for managing and resolution of major incidents affecting SKY’s business and customersRegular communication to IT and the business as part of the major incident processHeld regular reviews and conference calls with various support and resolution teams in the event of a major incident3rd party engagement as and where necessaryResponsibility for managing Problem Records and Known Error Records in line with agreed KPIsResponsible for identifying areas for improvement within the IT infrastructureUndertook and facilitated root cause analysis on issues affecting SKYRegular reporting to IT managementCreation and implementation of P2 incident management processUndertaking of extended on site major incident support for implementation of key systemsRequirement to learn, understand and present the new CRM system implemented by SKY to line managementRequirement to learn and document key business area of Broadcast and present back to the Problem Management teamEngage with the Service Delivery Manager on service issuesWork with Broadcast Technology teams to identify areas for improvement and to build relationshipsWork with Programme Managers and Project Managers regarding service introductionEngage with Change and Release management as and when requiredInvolvement in process reviews
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  • Ncr Corporation
    System Support Service Manager
    Ncr Corporation Feb 2002 - Oct 2005
    London, United Kingdom
    Responsible for the service delivery of a new epos solution into Sainsbury's stores across the UK including overnight batch processing, 3rd line support, Problem Management, upgrade processes and Major Incident Management.
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  • Arthur Andersen & Co.
    Various
    Arthur Andersen & Co. 1997 - 2002
    Desktop Support team leader was the initial role I was recruited for. This followed by a role as Software Implementation Analyst rolling out Time and Expense Submission software across Andersen offices in EMEA. I then moved to be the System Support Team Leader which was responsible for processing all timesheets and expenses for the EMEA region for Arthur Andersen at every period end (every two weeks) as well as monthly, quarterly and year end batch processing.
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Rahim Kassam Skills

Management Team Leadership Project Delivery Itil It Service Management Business Process Project Management Service Delivery Technical Support Change Management Problem Management Stakeholder Management Outsourcing Service Management Windows Service Operations Incident Management Networking Time Management Windows Phone Windows 7 Windows 8 Windows 8.1 Mac Os Ios Sccm Casper Cisco Nac Computer Security Windows 10 Displaylink Relationship Building Interpersonal Relationships Business Process Improvement Strategic Planning It Strategy

Rahim Kassam Education Details

Frequently Asked Questions about Rahim Kassam

What company does Rahim Kassam work for?

Rahim Kassam works for Freelance

What is Rahim Kassam's role at the current company?

Rahim Kassam's current role is Service Management, IT Operations and Incident Management Freelancer.

What is Rahim Kassam's email address?

Rahim Kassam's email address is ra****@****kyb.com

What is Rahim Kassam's direct phone number?

Rahim Kassam's direct phone number is +4487024*****

What schools did Rahim Kassam attend?

Rahim Kassam attended Thames Valley University.

What are some of Rahim Kassam's interests?

Rahim Kassam has interest in Politics, Science And Technology, Children, Health.

What skills is Rahim Kassam known for?

Rahim Kassam has skills like Management, Team Leadership, Project Delivery, Itil, It Service Management, Business Process, Project Management, Service Delivery, Technical Support, Change Management, Problem Management, Stakeholder Management.

Who are Rahim Kassam's colleagues?

Rahim Kassam's colleagues are Tess Douglas, Alexander Rogers, Oliver Berridge, Angelica Koutzis, Alan Clarke, Robert Page, Manvir Singh.

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