Mahmoud Ghalayini
Service Delivery Manager/ Head of Operations Team
Doha,Qatar
Summary
Experienced Service Delivery Manager with over 9 years of experience in Aerospace Industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
8
8
Certifications
2
2
Languages
Work History
EUC Service Delivery Manager (CSR)
SITA
Amman
09.2016 - Current
- Coordinated staff resources, including overtime requirements.
- Worked with vendors to schedule more than 30 daily pickups and 100 weekly deliveries.
- Coordinated administrative tasks performed by client associates.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Managed overall delivery of contracted services at client site.
- Collaborated with manager to foster information sharing and account follow-up.
- Participated in discussions with business leaders to better understand IT issues that negatively impacted businesses.
- Supervised operations of 24-hour customer service desk staffed by 15 team members.
- Implemented and supported Break and fix/ Preventive Maintenance at client site.
EUC Team Leader (TC) - Change Management Team
SITA
Amman
10.2014 - 08.2016
- Managed quality assurance program including on site evaluations, internal audits and customer surveys.
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Helped set and manage objectives for quality, productivity and compliance.
- Sat on new hire interviewing panel and made recommendations.
- Contributed to interviewing process and made new hire recommendations.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.
- Kept team activities in compliance with safety, regulatory and environmental guidelines.
- Generated reports of findings to help management with making key decisions.
Reason for leaving: New position
Senior Change Analyst Service Transition
SITA
Amman
04.2014 - 09.2014
- Evaluated current processes to develop improvement plans.
- Collected, organized and modeled data using ServiceHub/ Service Gateway.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Gathered, documented and modeled data to assess business trends.
- Created and optimized records management strategies to coordinate and protect information.
- Restructured procedures by coordinating with Project Managers/ Service Delivery Managers to create and execute projects.
Reason for leaving: Promote
Change Analyst Service Transition
SITA
Amman
12.2009 - 03.2014
- Documented counts and sorted finished work to promote easy access for shipping or additional processing.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Gathered data from incidents/ Change orders that had been remedied for careful review and analysis to prevent future events.
- Determined most effective approaches to new projects by reading and analyzing blueprints, drawings and sketches.
Reason for leaving: Promote
Networks Lab Supervisor
Applied Science University
Amman
11.2008 - 07.2009
Reason for leaving: New experience
Education
Bachelor of Engineering Technology - Software Engineering
Applied Science University
Amman 01.2004 - 09.2008
Skills
Reputation Managementundefined
Accomplishments
- Certificate of Excellence for having distinguished graduation project - Applied Science University.
- Certificate of appreciation for having the 5th place for Graduation project in Jordan from Information Technology Student Fair Organization Committee (ITSAF) - University of Petra.
- ‘Employee of the month’ in Applied Science University.
- ‘Exceed Expectations’ on my yearly performance review for the years 2012, 2014, 2015, 2016 and 2017.
- Employee of the quarter at SITA for Jul 2015 - was part of renewing Saudi airlines contract with SITA.
- VIA Award – Sep 2015 - for my excellent work on the new technology at SITA (Buffer Product).
- Board member of Service Hub ticketing tool that is involved in Incident, Change and problem management.
- A success story for my four current airlines has been created and it has been published through our sales team.
Certification
PMP Course
Additional Information
Clients currently handled:
1- JetBlue Airline
Description: Kiosks support & Monthly Preventive Maintenance for 56 sites in US.
Duration: Sep 2016 – until present.
2- Air Transat
Description: EUC Desktop Services/ IMAC services – Seasonal and yearly for 11 sites in Caribbean islands
Duration: Dec 2016 until present.
3- United Airline.
Description: EUC Desktop Services/ Break and fix for 2 sites in Cuba.
Duration: Jan 2017 until present.
4- Royal Brunei
Description: EUC Desktop Services/ Break and fix for 20 sites.
Duration: Jun 2018 until present.
Previous Projects:
1- Applied Science University - Data Communication lab manual.
Duration: Nov 2008 – Jan 2009.
2- Multiple airlines - ITM/IPSec, IES & Riverbed.
Duration: Oct 2009 – Mar 2013.
3- Morocco Airline - Site Audit Project.
Duration: Nov 2010 – Dec 2010.
4- British Airways - Re-Imaging PC’s & UPS Installation project.
Duration: Jan 2011 – Jun 2011.
5- Saudi Arabian Airlines – CIDs Installation Project.
Duration: Aug 2011 – Sep 2011.
6- Air China - Site Audit project.
Duration: Sep 2011 – Oct 2011.
7- Singapore Airline - UPS Installation project.
Duration: Dec 2011 – Mar 2012.
8- Etihad Airways - Site Survey and upgrade for Amadeus project (1st phase).
Duration: Mar 2012 – Jul 2012.
9- Etihad Airways - Site Survey and Stratusphere software Installation for IT cloud project (2nd phase).
Duration: Aug 2012 – Dec 2012.
10- Emirates Airlines - Preventative Maintenance Services project.
Duration: Nov 2012 – Feb 2013.
11- Cathay Pacific Airways - Voice Exchange project.
Duration: Mar 2013 – Aug 2013.
12- Air China - IPVPN Installation project.
Duration: Sep 2013 – Jan 2014.
13- Multiple Airlines - Express IP project.
Duration: Mar 2014 – Jul 2014.
14- Scandinavian Airlines – SAS Tech Refresh Project.
Duration: Aug 2014 – Jan 2015.
15- Saudi Arabian Airlines - SV DFO Buffer project.
Duration: Mar 2015 – Jul 2016.
Reference:
Name: Craig Latimore
Position: Territory Manager – USA
Company: SITA
Email: Craig.Latimore@sita.aero
Phone: +1 404 432 1862
Name: Mohammad Yacoub
Position: Service Transition Manager – Jordan
Company: SITA
Email: mohammad.yacoub@sita.aero
Phone: +96 277 672 5137
Timeline
Initiating and Planning Projects certificate
09-2019
Agile with Atlassian Jira certificate
08-2019
Six Sigma Principles certificate
07-2019
Six Sigma Yellow Belt certificate
07-2019
IT Project Management certificate
07-2019
EUC Service Delivery Manager (CSR)
SITA
09.2016 - Current
EUC Team Leader (TC) - Change Management Team
SITA
10.2014 - 08.2016
Senior Change Analyst Service Transition
SITA
04.2014 - 09.2014
PMP Course
02-2013
CAPM Course
11-2011
ITIL v3 Certification
10-2011
Change Analyst Service Transition
SITA
12.2009 - 03.2014
Networks Lab Supervisor
Applied Science University
11.2008 - 07.2009
Bachelor of Engineering Technology - Software Engineering
Applied Science University
01.2004 - 09.2008
Similar Profiles
Bonginkosi David ShabalalaBonginkosi David Shabalala
Acting Lead Consultant Network Engineer at SITAActing Lead Consultant Network Engineer at SITA
Maake Mosima JullianMaake Mosima Jullian
Consultant Infrastructure Implementation at SITAConsultant Infrastructure Implementation at SITA
Richard SteinerRichard Steiner
Expert Customer Application Support at SITAExpert Customer Application Support at SITA