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IT Service Manager

Должность : IT Service Manager
Город : Москва
Занятость : полная занятость
Образование : высшее
Опыт работы : более пяти лет
Возраст : 44
Пол : мужской
Зарплата :

ФИО: Jabri, Neil
Телефон : +79167921326
Email : Написать письмо

Образование (учебные заведения, курсы, сертификации) :
PROFESSIONAL TRAINING & CERTIFICATIONS (Most Recent)
Lean Six Sigma and DDFS (Green Belt)
Information Security Foundation based on ISO/IEC 27002
ITIL v3 Service Manager Certificate
ITIL v2 Service Manager Certificate
EDUCATION
Texas A&M University Central Texas Killeen, Texas, USA (Master of Science in Management - Computer Information Systems)
University of Colorado Boulder, Colorado, USA (Bachelor of Arts in International Relations)
Опыт работы (сведения о предыдущих местах работы) :
NESTLÉ
GLOBAL MANAGER 8/2006-10/2011
Switzerland
Managed a global team of nine people responsible for the management of Availability, Capacity and IT
Service Continuity Management.
• Managed project to implement new method of managing availability of critical business solutions
(Managing Availability as a Budget) resulting in year-on-year record achievements in system
availability;
• Managed project to define the long-term global strategy for Availability, Capacity and IT Service
Continuity Management processes involving more than 100 people throughout the organization;
• Managed global project to align and implement Capacity Management process resulting in significant
operational and capital savings through the optimization of resources and elimination of capacity
related incidents;
• Created the processes, policies and procedures for Availability and Capacity Management based on
ITIL and harmonized the processes across the global support organization;
• Successfully drove the global initiative to complete a data centre IT Continuity exercise in every data
centre involving more than 75 people per exercise;
• Managed the global ITSM budget (≈20M CHF) and over-achieved targeted objectives.
Russia
Managed Continual Service Improvement (CSI) projects for improving the quality of ITSM processes in
the Nestle Russia market.
• Improved the process for ticket handling between the Service Desk and technical teams resulting in
cost savings and improved services;
• Drove initiative for automated and self-service solutions resulting in reduced IT operational costs.
• Defined and implemented a Capacity Management process for all systems in Russia, leading to the
identification of at-risk systems and subsequent preventive or corrective actions;

ITECOR
SENIOR CONSULTANT 8/2004-7/2006
Switzerland
Managed a team of five consultants providing ITSM and application lifecycle support services to a global
(FMCG) fast-moving consumer goods company.
• Managed a global project to design and implement a service to measure and forecast end-user
experience resulting in significant improvements in overall application performance;
• Analyzed the customer business needs and established the long-term testing strategies;
• Successfully managed the knowledge transfer resulting in the successful outsourcing of the testing
services.

SAP AG
SENIOR BUSINESS DEVELOPMENT CONSULTANT 3/2002-1/2004
Russia
Employed as a business development consultant responsible for technical presales and internal IS/IT
support services for SAP Russia and CIS.
• Successfully managed the first two implementation projects for SAP’s largest Russian customers;
• Promoted the business development effort for SAP NetWeaver solutions in Russia;
• Analyzed customer business requirements and developed value propositions.

MANTECH INTERNATIONAL
SENIOR SYSTEMS ADMINISTRATOR 11/2000-2/2002
Germany
Employed to lead a team consisting of military, government and contract personnel responsible for the
management of data centres for Headquarters, V Corps, US Army.
• Successfully managed the availability and performance of mission critical systems;
• Implemented standards for data security in line with U.S. Department of Defence requirements;
• Established procedures to manage data access and communications between US and NATO forces.

TAYLOR CORPORATION
BUSINESS TECHNOLOGY MANAGER 9/1992-10/2000
USA
Initially employed to manage a local IT department but achieved ever-increasing responsibilities resulting
in the attainment of a regional IT manager role.
• Provided technical presales support resulting in the acquisition of several Fortune 1000 customers;
• Defined and implemented advances in production processes resulting in significant cost savings;
• Designed and implemented the corporation’s first web-based secure order entry system.
Дополнительно :
An enthusiastic and self-motivated individual with more than 20 years of professional experience, possessing
excellent interpersonal and management skills, with the proven ability to operate under pressure meeting business
objectives.

SUMMARY OF SKILLS
• Demonstrated ability to manage global IT operational and service teams.
• Experienced in managing large, complex IT operations.
• Ability to bridge the gap between technology and business needs.
• Experienced in the design, implementation, and continual improvement of ITSM processes.

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