Mohammed Al Khaldi

Key areas of expertise

• Transition and Transformation Management:

Responsible for end-to-end services transition project management of Managed Services contracts, including SOW, cost case, solution design, resourcing, schedule, and risk management, until the closure phase and handover to delivery/run operations team. Managing a wider transition team that includes project management resources, internal technical resources, third-party vendors, account team members, and client stakeholders.

• Service Management Competency:
• Develop, review and maintain client’s ITIL framework, and drive maturity enhancement.
• Develop operational processes interface manuals for Managed service Clients supported by shared delivery center.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with client’s stakeholders.
• Successfully delivers best practices Service Management and overall Operations Service Delivery.
• Meet and report dashboards presentations for Client’s C- level.
• Delivery Excellence:
• Ensure Client Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by Managed Services support teams.
• Promote customer/client satisfaction through the efficient and effective delivery of services.
• Stakeholder Management:
• Interface with other teams and business unit leads to ensure collaboration and a coordinated strategy to meet client service delivery goals and objectives.
• Build relationships with the client’s senior-level executive stakeholders and demonstrate the ability to manage escalations in a matrix environment.

GBM - Gulf Business Machine | Dubai

• Transition and Transformation Management:

Responsible for end-to-end services transition project management of Managed Services contracts, including SOW, cost case, solution design, resourcing, schedule, and risk management, until the closure phase and handover to delivery/run operations team. Managing a wider transition team that includes project management resources, internal technical resources, third-party vendors, account team members, and client stakeholders.

• Service Management Competency:
• Develop, review and maintain client’s ITIL framework, and drive maturity enhancement.
• Develop operational processes interface manuals for Managed service Clients supported by shared delivery center.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with client’s stakeholders.
• Successfully delivers best practices Service Management and overall Operations Service Delivery.
• Meet and report dashboards presentations for Client’s C- level.
• Delivery Excellence:
• Ensure Client Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by Managed Services support teams.
• Promote customer/client satisfaction through the efficient and effective delivery of services.
• Stakeholder Management:
• Interface with other teams and business unit leads to ensure collaboration and a coordinated strategy to meet client service delivery goals and objectives.
• Build relationships with the client’s senior-level executive stakeholders and demonstrate the ability to manage escalations in a matrix environment.

BSc. Computer Information System