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Process Manager @ Transformation Task Force Department, Consumer Business Unit.

• Interface between Business Units like Quality and Information Security with ITN• Participate/Manage audits and assessments like ISO compliance audits, financial audits (EY), Orange Group compliance audits, ITN Risks assessment exercises, ITN services vulnerability assessment cycles…etc.• Ensure successful closure and mitigation of identified weakness areas in the audits and assessments according to time plan.• Lead projects focused on re-engineer and lean ITN Processes to optimize delivery time and enhancement performance.• Participate in quality check and testing the new release of Fixed Network Billing system (CCBS).• Control the logs of Change Management Requests to ensure alignment in implementation with ITIL controls.

• Lead the launch of Orange Jordan Service Request Management System for ITN and other Business Units.• Configure and automate integration between (Orange Service Management Tool) OSM with other platforms (LDAP; HRMS) for approval cycles. • Monitor OSM tool Performance through generating periodical reports.• Carry out Quality Control Checks on APG monitoring pages for Technology Monitoring Center and Service Monitoring Center.

• Maintain the ISO9001 Quality Management System Certification for IT and Network through internal audit and corrective actions.• Develop integrated Quality Management System for IT & Network cross functional activities.• Work with IT and Networks Management Teams to develop, maintain and improve IT processes, Key performance indicators “KPIs” & Service Level Agreements “SLA’s” dashboards.• Work on effective implementation of corrective/preventive actions resulted from internal/external audits.• Establish the IT and Networks Service Catalogue.• Carry out awareness Sessions for ITN Quality management System.