Work Experience
Recent Highlights
2013-Present SERVICE DELIVERY PROGRAM MANAGER – AFRICA
Millicom Service UK Limited, London, UK
• Heading up a portfolio of large and complex service delivery projects within African telecoms and IT sectors
• Driving strategy, budget, governance and PMO framework planning and implementation within Consumer Services and Business Support
• Instrumental in the successful delivery of multiple, concurrent projects, achieved through astute management and continuous support, working collaboratively with internal teams at local and regional level
• Contributing significantly to global senior executive decision making through strategic input in solutions architecture, particularly in relation to infra, services, roadmaps and design
• Introduced governance and KPI models, along with dashboard reporting, working in cooperation with global teams to secure major cost savings and improve product standardization and quality
• Overseeing country, regional and global project team performance, as well as coordinating regional commercial teams, all of which resulted in consistent delivery on time, and within agreed constraints
2011-2013 REGIONAL SERVICE OPERATIONS MANAGER – AFRICA
Millicom International Cellular SA (tiGO), Dubai, UAE
• Pivotal in the successful planning and delivery of Managed Services, Outsourcing and Service Operations across the Africa region
• Developed, implemented and managed the IT service operations strategy, ensuring full alignment with global objectives and standards
• Program Director on the successful establishment of a centralized IT Operations Center for Africa, based on ITIL v3 standards
• Introduced software development methodology and a network of software factories designed to support new sourcing and delivery of cutting edge product development
• Enabled bespoke applications development and level 3 support capability for African markets, as well as working towards standardization architecture
• Conceptualized and rolled out IT governance and organizational structure for the factories as part of a wider transformation strategy in cooperation with senior leadership
• Project owner for the delivery of RMS inventory point of sale and service provisioning platforms for the African market
• Ownership of the network managed service operation in Africa, including strategy development and definition, service delivery model development and transition planning
• Launched a new culture based on customer experience and strategic quality management rather than a technical KPI-based approach to service delivery and performance measurement
2008-2011 TECHNICAL DIRECTOR, MIDDLE EAST & AFRICA
Tecnotree Corporation, Dubai, UAE
• Instrumental in the successful delivery of multiple high value technical solutions projects, including Billing/CRM, VAS Services and Content Management
• Negotiated and secured lucrative contracts from large Tier 1 customers, as well as going on to manage delivery of each project
• Optimized revenue growth through cross-selling and up-selling workshops and events, as well as coaching a specialist team in project delivery and support
• Improved project planning efficiency by developing a contractual framework for project and onsite subcontracting
• Recognized by an independent employee survey as Best Manager and Best Leader on a number of consecutive occasions
Summary of Earlier Roles
2006-2008 OPERATIONS & SUPPORT MANAGER, MIDDLE EAST & AFRICA
Tecnomen Corporation, Dubai, UAE
2005-2006 SUPPORT TEAM MANAGER
Tecnomen Corporation, Dubai, UAE
2002-2005 CUSTOMER SUPPORT MANAGER
Tecnomen Corporation, Dubai, UAE
2000-2002 SENIOR PROJECT ENGINEER
LogicaCMG UK Limited, Dubai, UAE
1997-2000 DEPUTY MANAGER – NETWORK MANAGEMENT CENTER
Essar Cellphone, New Delhi, India
Education and Qualifications
MBA: Masters in Business Administration – Operations & Marketing, UAE (2008)
Adv PGDip: Advanced Post Graduate Diploma in Computer Applications, India (1997)
Professional Training and Development
• Frameworx Overview • Business Process Framework Implementer’s Workshop
• Leadership Development Program • Time Management & Strategic Decision Making
• Business Problem Solving Technique • Informix 7.30.UC7 Performance Tuning
• eTOM Level 1 & 2 certified professional • Business Process Framework (eTOM) Distilled
• SS7 Signaling Protocol • Excel Switching Administration
• Oracle 7.3.3 Database Administration • Cisco Certified Network Design
• Stone Gate Firewall Certification • Sun Cluster Management
Key I.T Skills
• Hardware HP Enterprise Servers, Sun Servers, HA Systems, Storages
• Programming Languages C+, SQL with DB2, COBOL, BASIC, PASCAL, Perl & Unix Shell scripting
• RDMS DBase III+, Oracle, Informix, Sybase, Progress RDMS & MySQL
• Communication Protocols SS7, TCP/IP & ISDN, CCNA
• Professional Standard: PMI, ITIL, Remedy & Requeste
• VAS Systems Multi-vendor SMSC, MMSC, IN Platforms, Tecnomen VMS, NGM, IVR & UMS platforms
