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IT Service delivery manager

Ottawa, Ontario, Canada
January 30, 2019

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Profile Summary

Expert in service delivery, ITIL, service management (ITSM), Change management, experience in the field of Information technology in diverse range of technologies, demonstrated success in managing multiple IT divisions such as networking, service delivery, Applications, telecommunication, ELV and Educational technology solu- tions. Well organized, results oriented, proven ability to implement standards and procedures and processes that improve business functionality. Solid management skills, capable to leading and motivating individuals to max- imize level of productivity while forming cohesive team environment, focused on building strong client relationship. Career highlights & Skills

Expert in IT, build strategic plans, understand the business needs and align IT objective to serve the strategic mission of the organization.

Certified ITIL V3 Foundation. ISO 20000 and 27000 implementations.

Certified ITIL V3 Service Operations. Microsoft operation framework. (MOF).

Certified ITIL V3 Continual Service Improvement. Proven skills in project management. (PMP).

Certified ITIL V3 Service Design. Cisco Technologies experience.

Certified ITIL V3 Service Transition. Nortel Technologies experience.

COBIT 5 Foundation certified. AVAYA Technologies experience.

Certified IT Manager (CITM). Huawei Technologies experience.

Manage Engine ITSM Tool. ISO 20000 and 27000 implementations.

BMC Remedy ITSM Tool. Structured Cabling Design (Indoor/Outdoor). Delivery Manager, IT solutions

Octalpha Business Solutions May 2017 – Nov 2018

Manages the infrastructure team to meet the client’s needs and requirements

Monitor overall performance of services and timelines for delivery.

Collaborating with key account manager on client account management and growth.

Ensuring the delivering of the highest level of operational service to clients.

Manage all IT related infrastructure and service delivery processes.

Ensure proper implementation of management plans and policies in rendering services to clients.

Receive complaints and inquiries from customers, work towards providing a solution to the problems

Train team members on the most efficient and effective ways of carrying out their duties.

Building reports on projects progress top management.

Assist top management in making decisions that will improve service delivery and customer satisfaction

Integrate useful customers’ suggestions into delivery plans and policies

Communicate with all parties involved in the service delivery process – team members, customers, and top management

Ensure efficient and effective management of resources

Develop and maintain relationship with customers and potential customers

Work together with team members to develop service agreements and supports that will assist in service delivery

Suggest appropriate technologies to be adopted to meet present and future demands of the business.

Building a personal relationship with key clients. Name: Eyad Aqel Elian

Contact: 343-***-****


DOB: 19-Apr-71

IT Service Delivery manager

UAE University Aug 2010 – May 2017

Leading the development, implementation, sustainment, and continuous improvement in IT Service Man- agement (ITSM) processes; establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

Develop short and long-term service, process goals and maturity levels achievement over specified time.

Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics

Ensures that maximum service quality and customer satisfaction achieved through monitoring of the daily operations of the organization support, executive management.

Ensure the efficient service delivery and prompt resolution of all enterprise support problems.

Implements effective quality assurance procedures to ensure all end users’ desktop operations and front- end application, mobility applications, hardware, software, and services are within established levels.

Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advice technically on escalations.

Change Manager: Head the CAB committee following ISO 20000/ITIL best practice.

Ensure implementation of IT enterprise policies, standards, and procedures.

Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.

Resolve daily issues of a complex scope that impact the teams and overall business objectives.

Owner of the service portfolio for any current and planned services such as ERP, Web services, infra- structure business and academic applications.

Additional responsibilities since Jan 2016 to manage a team of 22 technical support for educational tech- nology services such as smart boards, projection system, audio systems, digital signage, IPTV and video conferencing.

IT Operations Director

Buniah Technology (Dubai Free Zone) July 2008- July 2010

Improve the operational systems, processes and policies in support of organizations mission specifically. support better management reporting, information flow, business process and organizational planning.

Working with department heads and senior management to achieve the best performance.

Management of budget in coordination with the Executive Director.

Set strategic plans for the organization and Play a significant role in long-term planning, with the view to delivering operational excellence.

Ensure that appropriate standards of conduct are established and complied with.

Provide guidelines for project management for all teams. IT Director

Ajman University Dec 2006- July 2008

Set strategic plans and policies for IT department.

Align the IT department strategy to support business needs and objectives.

Ensure maximum availability of computer systems throughout the campus.

Responsible for the provision of IT infrastructure services including desktop applications, Local / Wide area networks, IT security and telecommunications.

Planning for new systems development and implementation.

Working with senior management to agree and deliver IT service to defined Service Level Agreements.

Responsible for the IT Budget.

Manage the IT department includes staff appraisals, disciplining, and career development.

Responsible for IT hardware, software and maintenance procurement.

Develop and control the IT policy.

Review of RFP within the IT department.

Manage all technical teams as detailed below.

o Network Division

o User Support Division

o Database Division.

o Web development Division

o Audio/Video Division

Infrastructure Manager

Du Jan 2006- Dec 2006

Attends meeting with the higher administration and receives strategic orders.

Makes decision regarding the overall policies and lines of action taken in the Department.

Approves any Technical critical actions.

Represents the departments during all-important event and delegates members to attend on my behalf.

Follows-up on the work of the Team leaders by meeting with them once a week and receiving reports on the progress-taking place.

Coordinates and ensures that all projects are well managed/administered to meet the dates and ensures that quality customer service in the technical support area provided.

Conducts studies of projected technical enhancements, and proposes recommendations to Director.

Plans, defines, directs and coordinates various projects and ensures all tasks completed by established deadlines.

Responds to various problems and developing appropriate resolution plans.

Project Manager for more than 30 mega projects in UAE. IT Technical Manager

Ajman University April 2004- Jan 2006

Initiates and implements improvements in all areas of IT.

Serves as main point of contact on all IT-related matters.

Responds/acts on upper-management direction.

Keeps team well informed of changes within the organization.

Assists in the planning and implementation of additions, deletions and major modifications to the sup- porting infrastructure.

Oversees the administration and maintenance of the infrastructure LAN/WAN.

Manages and develops upgrades to the telephone system.

Manages the audio/video team

Oversees all help desk activities.

Interacts with internal clients on all levels to help resolve IT issues and provides answers in a timely manner.

Network &Telecommunication Engineer

American university of Sharjah (AUS) Dec 1999 - July 2003

Maintaining Data Network, Core, Distribution and access switches.

Handles both Gigabit and ATM technologies implementation, configuration and Maintenance.

Wireless Network Implementation (AVAYA and Cisco Products).

Working with both Cisco and Nortel Core, Distribution and Access switches.

Network management using management software (Activity).

Voice Network Administrator, PBX installation, configuration and maintenance.

Multimedia messaging system administration (Voicemail system, Internet messaging, eFax messaging).

Call accounting system administrator.

Prepare RFP for PBX systems, Networks and Structure cabling.

Project manager for more than 20 project over four years. Telecommunication Engineer

Future Technology July 1997- Dec 1999

Voice network design, Implementation and maintenance.

Project manager for more than 20 Telecommunication projects in UAE and Gulf region.

Projects scope

o AVAYA PBX installation

o Infrastructure (ISP, OSP) design and implementation o Call Center

o Multimedia messaging solution.

o IVR solution.


1993– 1997 Applied Science University

Bachelor of Computer Management information systems

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