Hi, I’m
RANA GHALLAB
6th Of October City,GZ
Overview
15
years of professional experience
5
years of post-secondary education
15
Certifications
Work History
International Turnkey Systems
Service Delivery & Transition Manager
01.2021 - Current
Job overview
- Supervising IT service desk and overseeing Infrastructure remote support functions to ensure top-notch service
- Upholding high performance standards for service processes and introducing enhancements as needed
- Spearheading the development and enhancement of multiple ITIL processes to enhance alignment and business results
- Taking charge of critical incidents, coordinating with resolution teams, and fostering effective communication among stakeholders for post-incident evaluations
- Establishing robust systems, procedures, and methodologies to uphold exceptional service delivery
- Enhancing comprehension of projects to grasp the extent of service provision
- Being responsible for service delivery performance, meeting client expectations, and stimulating future demand
- Evaluating both external and internal processes to devise service delivery improvement strategies
- Proposing improvement approaches and ensuring timely implementation for service delivery enhancements
- Providing precise and routine performance reports to management on service delivery outcomes
- Managing personnel, including recruitment, performance evaluations, training, and mentorship
- Cultivating strong relationships with customers, teams, and stakeholders to facilitate productive communication between departments
- Conducting service review meetings with clients.
International Turnkey System
Service Desk Manager
01.2015 - 01.2021
Job overview
- Responsible for overseeing IT Service Desk Managed Services within the ITS Services portfolio, ensuring the delivery of comprehensive IT services under established SLAs to users across 10 countries
- Additionally, managing 24x7 Service Desk operations for over 160 customers across various sectors such as Infrastructure, Banking, and Education
- Acts as the owner of the incident management process, ensuring full adherence to Processes, Procedures, and Policies
- Assists in implementing and enhancing team processes and procedures to enhance service delivery and maintain a strong service-oriented approach
- Regularly updates senior management on implemented service improvements and suggests further actions to enhance performance and service delivery
- Serves as a member of the Change Advisory Board (CAB)
- Monitors and tracks Tickets, maintains communication with customers, ensures the accuracy of technical assistance, and ensures proper ticket closure
- Ensures compliance with Service Desk SLAs and OLAs
- Reports to senior managers on any issues that could significantly impact business operations
- Collaborates with Service Delivery Management to monitor and enhance SLA and OLA for incident management
- Acts as the first level of escalation and escalates issues to the Operation Manager when necessary
- Mentors staff to enhance the capabilities and effectiveness of the Service Desk team
- Conducts customer training on tools and processes
- Manages Data activation for all customer transition projects
- Oversees the daily operations of the first-line support team
- Develops and updates training materials for new and existing Service Desk staff continuously
- Manages the 24/7 shift schedule for more than 10 Engineers.
SKY Services
Service Desk Team Leader
12.2010 - 01.2015
Job overview
- Serving as the Single Point of Contact and Incident owner for all ITS customers, covering Banking, ERP, and Infrastructure
- Providing 24x7 operational support for 120+ customers and 2000+ end users across Africa, Asia, the Middle East, and Levant as part of the Incident Management Process
- Adhering to the ITIL service management framework
- Demonstrated experience in collaborating with geographically dispersed organizations and customers
- Managing all incidents, service requests, and escalations via the BMC Remedy ticketing system in accordance with predefined SLAs (Service Level Agreements) and OLAs (Operational Level Agreements)
- Meeting customer expectations regarding response times and issue resolution
- Cooperating with support teams, vendors, and third parties to deliver seamless customer support
- Conducting training and orientation sessions for both customers and staff
- Overseeing all transition activities for new customers and products
- Contributing to the establishment of service desk processes related to service and vendor management.
International Turnkey System
Service Desk Team Leader
02.2010 - 11.2010
Job overview
- Audit and Acceptance Engineer ALCATEL-LUCENT (Mobinil) Project: Overseeing PDH MW rollout, upgrade & dismantle (AWY & UX) Managing BTS rollout, upgrade & dismantle Supervising reserves clearance Familiar with ALU software Ensuring ALU checklists are followed Compiling Line of Sight survey reports SIAE (Vodafone) Project: Managing PDH MW installation, management & dismantle (SIAE ALC, SIAE ALC MODULAR) Overseeing snag clearance Proficient in SIAE software Handling Vodafone acceptance template Managing SIAE survey reports for sites
Education
HELWAN UNIVERSITY
BSc. of Telecommunication & Electronics Engineering
01.2004 - 05.2009
Skills
Public Relations
Teamwork
Time Management
Budget Management
Leadership
Effective Communication
Critical Thinking
Problem Solving
Decision Making
Arabic (Native)
English (Fluent)
German (Basic)
Certification
Project Management Diploma
References
REFERENCES AVAILABLE UPON REQUEST
Languages
Arabic
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Service Delivery & Transition Manager
International Turnkey Systems
01.2021 - Current
Service Desk Manager
International Turnkey System
01.2015 - 01.2021
Service Desk Team Leader
SKY Services
12.2010 - 01.2015
Service Desk Team Leader
International Turnkey System
02.2010 - 11.2010
HELWAN UNIVERSITY
BSc. of Telecommunication & Electronics Engineering
01.2004 - 05.2009