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