Robert Oakley Email & Phone Number

Abu Dhabi, United Arab Emirates

Abu Dhabi, United Arab Emirates

Performing consulting services in IT Service, as well as Business Management involving Process Development, Process Re engineering, Business Transformation and Shared Service engagement enabled and leveraged by ICT Products and Service offerings, offering enhancement in principal through applying Agile and Lean / Six Sigma principles and techniques.Furthermore, I offer consulting in ISO audits and certification implementations, Process Maturity Assessments, Data Management, and ITIL implementations, Business and IT Governance implementation according to best practice,

United Arab Emirates

Design, define, create, maintain & continuously improve ENEC’s IT & Corporate/ Business services, align IT needs with the business, improve on existing services & service infrastructure. Introduce new & changed services & processes with high reliability and availability against rigorous KPIs & SLAs benchmarkingResponsibiliti global frameworks and standards: ITIL, ISO2000 & 9000, ISO 15504, TIPA, COBIT. Responsibilities: • Review and propose ‘as is’ and ‘to be’ service, and processes for Shared Services• Identify repetitive and transactional activities vs. strategic and complex services • Perform key Service Owner Management including especially Incident, Problem Change, Release and Config.Management• Creation of Service Catalogues, SLAs, OLAs & Underpinning Contracts as well as defining, agreeing & revision of KPI’s / Metrics• Take appropriate action where breaches are identified and implement improvements to avoid recurrence• Direct Service Management Steering Group Committee hold relevant meetings with Service Owners / Directors - carry out regular Service Reviews• Line Management of the daily operations/escalations for Integrated Service Desk • Single point of contact for Service & Customer Satisfaction for the Enterprise stakeholder representatives• Ensure established process & service governance legal, regulatory & organisational policies & requirements • Chair / Change Advisory Board (CAB) together with representation of key Service Owners & Business stakeholders • Identify key risks & document for action via CRM & CAPA Program• Perform BA via requirements gather from stakeholders & users, translating them into Service Level Requirements for development • Ensure service delivery practices to Industry Best Practise frameworks/standards such as ITIL, COBIT & ISO20K• Design, Define Develop and Improve ITSM Processes, Procedures • Support Business with strategy & Road Maps development• Develop & Improve Customer Sats. experience

Johannesburg Area, South Africa

Business Consulting, BPM and Process Analysis and Re Engineering (ITIL, Cobit), Enterprise Architecture Development, Systems Development (TOGAF) QMS and Document Management System Design & Implementation (SharePoint), ISO 9001, ISO 20000 Implementations, CMMI, Maturity Assessments, Continuous Service Improvement, IT & Corporate Governance, Risk Management Identification Profiling & Action

Johannesburg Area, South Africa

Business Consulting, Business as well as Business Process management (BPM) and Process Analysis and Design, Process Modelling (ARIS), MS Visio, SharePoint, ITIL, COBIT,Systems Architecture and Design (TOGAF), Process Maturity Assessments, Continuous Service Improvement IT Operations and Break Fix, Quality Management and Document Management System & Control (SharePoint), ISO Assessments and Implementations for/ toward Certification (ISO 9000, ISO 20000) Process Maturity (CMMI & ISO 15504)

Higher Diploma In Information Systems And Computing Systems, Information Technology

Higher National Diploma, Mechanical Engineering

Higher Grade Matriculation, Computer And Information Sciences And Support Services