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MARWAN GHAZI

Riyadh, **** Al Sulaymaniyah Dist., KSA· +966-**-***-****

adse55@r.postjobfree.com · linkedin.com/in/marwan-ghazi-0762b0b Strategic Senior Partner Executive, IT Director, IT managed service Director PROFILE SUMMARY

• Senior Professional with 28 years of versatile experience in IT, Telecom & industry in multinational companies with different capacities applying diverse expertise across diverse organizational domains.

• Experience Summary: ~13 Years in large accounts executive delivery management (IBM strategic outsource, Huawei and ITS),7 years in IT management and ~8 years in infrastructure and application development.

• Expertise in End-to-end BSS systems, Data center, infrastructure and Data base (Oracle and SQL), billing system, interconnect, Oracle ERP, service management, SLA, disaster recovery, governance process and end user services and help desk apps.

• Well versed in solutions, sales and program/project management of IT and other technologies for Telco & other enterprise business verticals (including Oil & Gas, Utilities, Banking, Healthcare, Gov., and others…).

• Skilled in development & implementation of strategic initiatives with customers aimed at retention and enhancement of market share & revenues.

• Analyze & review market response/ requirements and communicating the same to various teams for accomplishment of business goals.

• Recognized for optimizing resource utilization and significant cost savings through streamlining.

• Capable of defining business mission and integrating resource strengths to deliver impeccable performances aligned to overall objectives.

• Organized, disciplined, task focused, fine-tuned analytical, troubleshooting & administrative skills. SKILLS AND CORE COMPETENCIES

• Delivery and Business Development

• Services & Project/ Program Management

• Dispute resolutions and contract management

• Business/Account Management

• Leadership and People Management (onsite and

offshore).

• Expert in launching green field operations.

• Customer Relationship mgmt. including

executive relationship management with C

level.

• Strong legal background.

• Cross Functional Team Coordination

• Marketing & Business Development

• Account Control and Compliance

• Migration and upgrade projects skills.

• Technology/ Business Linkage Planning.

• Team Orchestrator for selling big deals

(solution, sales, delivery, finance and legal)

• Problem solving and mentoring.

• Multivendor management.

2

PROFESSIONAL HIGHLIGHTS

• Reduced customer claims 20% by improving ticketing management accountability.

• Increased line capacity 30% by leading a cross-functional team to improve the delivered features.

• Developed and implemented cost controls which were tested by IBM global and placed us in compliance with the signed contracts.

• Managed and monitored service delivery for multiple on-line, web-based, mobile service, industry service resulting $ 1 Billion SAR.

• Created and streamlined projects documentation, resulting in 35% reduction in team member training.

• Harmonize both online and off-shore team, resulting in cost reduction by shifting 60% of workload to offshore team.

• Unified the workload among the different projects resulted to creating core team to support the emergency need with high skilled resources.

• Automation of the work where possible resulted to 15% saving in resources cost.

• Improved SLA delivery.

• Track record of success in formulating policies and procedures, streamlining processes through automation and meeting challenges through innovations.

• Able to perform very effectively and professionally in dynamic environment.

• Result oriented, focused, key team player and leader, enjoy new challenges. 3

EMPLOYMENT HISTORY

SAUDI BELL IT DIRECTOR JAN 2021 – JAN 2021

• Build IT Department organization and setting the roles and responsibilities.

• High skilled resources selection and hiring.

• Launch successfully 911 Project.

• Achieve the contract SLAs and agreed SLOs.

• Reduce the project Cost 20%.

• Establish Project management process and implement Microsoft ERP for the company internal use. IBM SENIOR DELIVERY EXECUTIVE JUL 2014 – AUGUST 2020

• Manage the day-to-day Service ITO Delivery operations and act as interface between Delivery team and the client.

• Achieve contract SLAs and agreed SLOs.

• Achieve agreed Account satisfaction targets; participate in the Account Satisfaction process to drive improvements in service quality.

• Assist clients in the achievement of their key business imperative.

• Follow standard Service Management processes and adopt tools as appropriate.

• Manage Account Cost to agreed plan and implement Productivity Improvement initiatives.

• Manage incidents as key success factor. Ensure adequate communication in any major incident.

• Manage problems and changes according to contracted SLAs/SLOs, ensure sound RCA to avoid repeated occurrences.

• Develop and drive Service improvements based on RCAs, trends, and client inputs which lead to 30% of incident reduction.

• Fulfill process requirements and avoid unauthorized change execution which resulted to high % decrease of Sev1 and Sev2.

• Manage Account Compliance

• Ensure day-to-day service operations communications are delivered to the client.

• Provide leadership and direction to the Service Delivery teams involved in service delivery.

• Develop and present client reports.

• Support Account planning/strategy. enhance service and process quality.

• Provide/manage continuous improvement of all services provided and identify alternatives/options to these services.

• Support accurate asset management accounting and control resulted to 10% in License use.

• Participate in a Service Management 24x7 on-call. HUAWEI ITO DIRECTOR NOV 2012 –JUL 2014

• Managing the ITO team for Zain KSA.

• Business development with a focus on BSS Solutions. Organize and lead discussions with customers covering the entire BSS domain resulted to 5 years contract renewal.

• Solution planning. Influence the development of Huawei BSS products in accordance with customer's requirements and feedback.

• Prepare market requirement specifications for new and/or enhanced products. Evaluate and work with third party suppliers to integrate solutions to meet customer requirements.

• Interface with Huawei product unites and other third-party suppliers to secure development of solutions that meet the customer's needs in a timely manner. 4

• Interface with other group members working in similar positions towards other Customer Accounts to leverage experiences and new ideas across the organization.

• Participate in the Huawei sales process, by performing or supporting the Customer Solution Responsible (CSR) role.

• Participate in RFx responses, tenders, presentations, consultations and commercial proposals by providing product information, value argumentation and bill of materials.

• Develop and recommend technical solutions and commercial strategies, based on the analysis of customer business goals, objectives, needs, and deployed systems infrastructure. ITS - ZAIN, SAUDI ARABIA NOV 07 - NOV 2012

Managed Services Manager from ITS (international turnkey systems)

• Successful managing operations of the managed services teams (100 resources onsite and offshore models within the KPIs and SLAs from different backgrounds & nationalities, the operation cover the following:

• Application support

• TABS Billing system.

• ERP (Oracle financials, HRMS and technical support)

• E-business (intranet, internet, E-Self-care)

• IPCC Call Center.

• Infrastructure Area:

• System Admin and Database.

• Windows Admin.

• Network and security Admin.

• Service Desk and Help Desk.

• End user support

• Successful leading different projects and programs of BSS e.g., Mediation split, T-rewards, Dealer’s relationship Management, Migration of Operations to Cairo.

• Providing support to different cross-functional areas and transforming into technical deliverables to improve the business.

• Managing and building a multicultural team of different domains with mix model of insource and outsource employees.

• Developing inter and intra departmental relationships to ensure that common goals are achieved.

• Developed different inter and intra departmental processes, policies, procedures, and documentations for business.

• Plan and run the team in a formal manner and monitor progress against the plan.

• Prepare team plans and arrange for their review.

• Agree deliverables and milestones.

• Be responsible for team progress.

• Be responsible about the overall service delivery.

• Monitor service delivery performance against SLA and approve service improvement plans.

• Be responsible for Change Control before and after base lining of plans, including milestones and deliverables.

• Prepare routine progress reports.

• Act as point of reference for all business areas where above domains issues are a focus. 5

MTN SUDAN TELECOM, SENIOR MANAGER JULY 2005 TO AUG 07

• Successful managing BSS operations (MAEVA – ALCATEL) and programs to support NSS and Business functions.

• Successful Implementation of TABS (Core Billing application).

• Start implementations from Greenfield and turn into successful operation mode.

• Managed and developed different teams of IT e.g., billing, systems, network, etc.

• Developed cross-functional relationships to ensure that common goals are achieved.

• Aid cross-functional areas and ensure that billing requirements are reflected in new developments.

• Ensure that all customer-facing staff are trained on billing-related issues.

• Smooth installation and maintenance of Systems and databases.

• Develop the intra and inter departmental processes for security and business. SPECIAL ASSIGNMENTS

• Program Manager for implementation of new Billing System (TABS) from ITS.

• Data migration.

• Designing and developing system to be used for revenue assurance system.

• Developing in house application for PABX billing. SYRIAN TELECOM ESTABLISHMENT, IT MANAGER MAR 2003 – JUL2005

• Supervision the billing systems (Jupiter and BSCS) in both GSM operators (MTN Syria, SyriaTel)

• Managed interconnect capacity planning and forecasting, new points of interconnection, billing and payment procedures, auditing, reconciliations, and settlements

• Prepared the scope of work for new interconnect billing system for reconciliation between STE and the mobile operators.

• Revenue Assurance activities and analysis.

SCIENTIFIC STUDIES AND RESEARCH CENTER (SSRC), SYSTEM ANALYST AND PREOGRAMS DEVELOPER JAN 1993 – FEB 2003

• Designing and developing software for work automation in my organization (Salary, health insurance, Personality, Human Resources and Archiving) by using Oracle database, Access.

• Design Electronic cards for interfacing with PC.

• Cards Industrialization by using design programs software.

• Developing software for data acquisition by using C, visual basic as programming languages.

• Reporting.

• Supervising graduation projects for electronic engineering faculty.

• Contributing in the resolution of the Y2K problem by designing software driver. 6

TRAININGS & CONFERENCES

• IBM Leadership Training July 2019

• Managing devolvement IBM 2015

• Leadership skills, Huawei 2013

• Course in the field of Intelligent Networking (Siemens - Austria - 9/7/2003).

• Course in the field of Intelligent Networking for pre-paid, regular pre-paid and post-paid and data service operation (Alcatel – Sudan from 03/12/2005 to 10/12/2005)

• TABS billing system training in Egypt during the period from 22/06/2006 to 26/06/2006.

• Mini MBA in Telecom Management during the period the period from 29/04/2007 to 03/05/2007

(INFORMA).

• Dispute Resolution in telecom sector in Bahrain. 2004

• GSM Arab world in Dubai 2004

SCHOLASTIC QUALIFICATION

1987 – 1992; BA Electrical Engineering, Electronics Department, Damascus University, Syria PERSONAL DETAILS

• Date of Birth: 05th September 1968

• Nationality: Syrian

• Marital Status: Married

• Interests: Traveling, Sports.

• Languages Arabic (mother tongue), English (fluent).

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