Sultan Khashab Email & Phone Number

United Kingdom

London, England, United Kingdom

• Lead a team of ServiceNow product owners and capabilities (ITSM, CSM, FSM, ITOM, CSDM, Now assist).
• Manage the AI Ops and Automation (CoE) and Business Intelligence (BI), teams by leveraging ServiceNow capabilities and integrations with other business platforms and Software’s.
• Define global services technology strategy roadmap in alignment with business units.
• Manage new tools transformation projects.
• Develop and implement a strategy for global operations to increase operational efficiencies through process (Automation, Optimization, Re-engineering and Enhance end-users self service capabilities through SITA Virtual.
• Manage the portfolio of automation and innovation projects, prioritizing based on business value and strategic alignment.

Prague, The Capital, Czech Republic

• Responsible for driving the Field Services product strategy, execution, manage revenue and profit, growth of these products, through owning managing championing and driving performance throughout the product life cycle.
• Product Strategy- Thoroughly analyze and develop a deep understanding of market trends and customer needs, and Propose and execute the strategy for the product.
• Sales/Channel Strategy and Support- Support bid management processes and pre-sales customer interactions- Support Salesforces with a clear product value proposition and training- Product Innovation/DefinitionCreated.
• Product Road map/Life Cycle Management- Develop and manage the product road map throughout the life cycle from conception to retirement- Track and make recommendations on the management of product P&L revenue new.
• Product Pricing Strategy- Built flexibility into product covering all outstations needs at Airports – on-demand w. simplified value-based pricing based on the banding (regrouping of countries in categories with one.
• Product Performance and Product Management Practice- Ensure a complete communication of the 'project plans progress tracking' to all relevant parties getting their strong commitment.

Amman

• Work with End User Computing and cloud (EUC) process owners to develop operational improvement plans against SITA business expectations and customer requirements, and to lead resolution of major service issues and.
• Manage the delivery of EUC and cloud projects according to a pre-defined and agreed project plans and achieve agreed targets.
• Identify and promote opportunities to achieve continuous improvement in operational and process performance.
• Ensure customer satisfaction throughout the project life by challenging project steps defined at start against changing customer's business requirements.
• Conduct customer survey at the end of the project implementation.
• Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis.

Jordan

• Leading an IT service desk team, this team is responsible to provide desktop and network 2nd level support for most of SITA desktop customers (British airways, Singapore Airlines, Saudi Airlines, Alitalia, Eurocontrol.
• Provide Service & Infrastructure Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
• Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service & Infrastructure Operations
• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups
• Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA.
• Report and escalate all observed problems to proper SITA operational escalation points.

Jordan

• At SITA, in desktop support Center (DSC) as a desktop support engineer.
• Provide 1st & 2nd level support for Royal Jordanian airlines and Singapore airlines, Saudi Arabia airlines for PC’s, Laptops several types of printers (MSG, TKT,…) and LAN issues and server issues & applications.
• Providing diagnostic and incident resolution for end-user desktop and value added services, this is done either by guidance, remote access, or by interfacing with the field service engineers to ensure the best service.
• Diagnose and attempt resolution of incidents at level 1 and level 2 whenever incident cause for referring incidents to the right resolver group, including 3rd party vendors.
• Monitor incident resolution progress and perform periodic follow-up from the resolver groups for updates and resolution as defined in the product descriptions or customer SLA.
• Escalate when incident resolution is not progressing as expected and when there is a risk to breach SLA’s.

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

Bachelor'S Degree, Electrical, Electronics And Communications Engineering