Service Delivery Manager (Outsourced via GBM) at Ministry of Transportation (2025-09 – Present)
- Lead end-to-end IT support and service delivery operations across multiple domains (Service Desk, Infrastructure, Network, Security), ensuring high service availability and user satisfaction.
- Own and enforce SLAs, OLAs, and KPIs, consistently improving performance metrics (TTO, TTR, First Call Resolution) and driving accountability across teams.
- Serve as the senior escalation point for critical incidents, directing major incident response, stakeholder communication, and root cause analysis to prevent recurrence.
- Establish and enhance ITIL-based processes (Incident, Problem, Change), improving service stability and reducing repeat issues.
- Build and manage strong relationships with key stakeholders, including senior government officials, ensuring alignment between IT services and business needs.
- Drive continuous service improvement initiatives, introducing proactive monitoring, automation, and process optimization to enhance operational efficiency.
- Oversee vendor and third-party performance, enforcing contractual SLAs and ensuring consistent service quality.
- Develop and present executive dashboards and reports highlighting service performance, risks, and improvement plans.
- Ensure compliance with governance, audit, and security standards within a government environment.
Senior IT Project Manager/Acting Head of IT Operations at Philadelphia Integrated (2017-12 – 2025-09)
- Planned and developed designs and procedures for metric reports by utilizing Spreadsheets to track and analyse
- Oversaw and improved IT deliveries through efficient coordination of daily operations.
- Wrote and realigned key plans, including functional specifications, feasibility analysis, and requirements definitions to facilitate smooth and efficient improvement strategies.
- Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
- Evaluated suppliers by assessing quality, timeliness, and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Directed support operations and service delivery teams to achieve service excellence objectives
- Managed IT Ticketing systems to ensure customers satisfaction
- Supervised and guided IT staff, including hiring, training, and performance management.
- Fostered a collaborative, efficient team environment.
- Ensured the stability, security, and scalability of all IT systems, including networks, databases, and software.
- Oversaw cybersecurity measures to protect sensitive information and prevent breaches.
- Develop and manage the IT department budget, ensuring cost-effectiveness.
- Negotiate with vendors for hardware, software, and services.
Senior Manager – IT Strategy, PMO & Governance at PWC (2013-11 – 2017-11)
- Built and implemented strategies across the portfolio and the enterprise aimed at accomplishing organizational business objectives.
- Enforced strategies for enhancement of consistency, predictability and efficiency of the organization's project delivery capability for maintaining service quality.
- Implemented project by assigning priorities, resource allocations and defining project interdependencies based on project standards and procedures.
- Assessed project progress related to scope, schedules, costs, resources, quality and risks and implement effective remedial measures based on identified deviations.
- Consolidated and evaluated data related to existing resources, capabilities and skills of PMO for designing implementation plans and rendering support for developing business readiness frameworks with supporting processes.
- Employed effective communication channels between the management and the project teams for ensuring seamless dissemination of project information across assigned projects.
- Devised robust processes to ensure project management documentation, reports and plans are relevant, accurate and complete.
- Followed up with concerned stakeholders for ensuring compliance to project delivery schedules and other SLA parameters across assigned project phases.
- Tracked and reported on project portfolio performance, providing a real-time, comprehensive, and prioritized view of all projects; monitored project overhead and capital expenses to ensure the achievement of cost-efficiency.
- Formalized and presented various status reports for the senior management and other stakeholders to enable effective decision making.
Head of ICT Infrastructure & Data Center Operations at King Saud University (2009-07 – 2013-09)
- Defined and implemented operational aspects related to the University strategy & scope of work as well as recommending technology solutions to align with strategic requirements.
- Framed IT infrastructure budgets, IT Strategy, KRAs & KPIs for the team members quarterly and enforce competence upgrades for the team.
- Orchestrated development of cost-effective and risk-focused control environment; setting up a high-quality infrastructure to cater the requirements of an uninterruptible supply of the services.
- Briefed team members in resolving technical issues & guiding them to achieve the expected target & deliver quality fixes/solutions.
- Mapped business/ application-specific requirements and designed and implemented organizational ICT infrastructure to align with existing/ future requirements.
- Aligned new, emerging technologies and products to present/ future business requirements. Conducted knowledge-sharing sessions for team members of the latest product suites & technologies.
- Enforced registration of Disaster Recovery incidents for monitored using software tools and tracking till resolution, while approving major IT-related changes.
- Mobilized Operation & Maintenance processes and procedures with appropriate SLA of various stages of operations.
- Performed change management process to support the teams and departments to adopt the development and the new technologies.
Senior Consultant at Devoteam (2007-04 – 2009-06)
- Designed and implemented multiple status reports for the team, senior management and clients (gathering information, summarizing information into appropriate format).
- Ensured documentation and distribution of objective and accurate minutes to enable effective decision making by the senior management.
- Drafted and presented updated project documentation (risk logs, action items and manuals) as well as project schedules.
- Rendered consultancy on communications network project for the Gulf Cooperation Council and guided the project management team in resolving project-related issues.
Operational Director at Saudi Internet
