PwC Middle East

🌥️ Cloud Service Delivery Manager ☁️ | Architecting Cloud Solutions for Cost Optimization & Excellence | Driving Business Transformation 🚀

Passionate about orchestrating seamless cloud experiences while maximizing cost efficiency. As a Cloud Service Delivery Manager, I specialize in architecting solutions that not only drive business transformation but also optimize costs to deliver tangible value.

🔑 Key Expertise:
✓ Cloud Strategy & Transformation
✓ Cross-functional Collaboration
✓ Cloud Cost Optimization
✓ Performance & Cost Efficiency
✓ Client Relationship Management
✓ Team Leadership & Development
✓ Strategic Cloud Architecture
✓ Service Excellence
✓ Performance Enhancement
✓ Team Leadership

In my journey, I've consistently pursued the delicate balance between innovation and budget-consciousness. My focus on optimizing cloud costs doesn't just enhance the bottom line; it empowers businesses to harness the full potential of cloud technology without unnecessary overhead.

#CloudOptimization #CostEfficiency #BusinessTransformation #CloudSolutions #ServiceDelivery #DigitalTransformation

Cloud Service Delivery Manager

AstraZeneca

Service Design & Delivery
Service Transition
Service Onboarding
AWS 2.0 Program
AWS Re-Engineering
Transforming traditional console working to IAC model

Service Delivery Program Manager

Key Result Areas:
• Playing a pivotal role in building large scale, massively distributed, fault-tolerant, enterprise-grade cloud infrastructure
• Business Analysis - Attaining company goals of increasing global infra service (GIS) footprint, consistently delivering relevant, high quality, cost-effective services
• Streamlining portfolio consists of public cloud (AWS, AZURE, GCP), Hybrid Cloud, PaaS, XaaS &Automation
• Leading digital transformation, Delivery, Operations and Managing the service development & release in global infra
• Developing Services Lifecycle as defined by the ITIL v3 framework- Service Strategy, Service Design, Service Transition & Continuous Service Improvements

Highlights:
• Program Management - Boosted cloud service footprint from 10 to 92 services across 3 public cloud platforms – AWS, Azure, GCP
• Process Improvement - Streamlined the standard processes & frameworks like due diligence audits & onboarding checks like 3PRM, CCRA, PIA, RID, security assessment, vendor assessment, security & quality review and SNOW onboarding
• Initiated the reusable service development & release framework aligned with GIS Technologyroadmaps and impacted ~20% YoY on overall service releases
• Formulated the AWS & Azure cloud dashboard – Cost Mgmt. & KPIs which resulted in properSpending/ Optimization of 200K USD YoY, Focus service areas, Operation Stability by 5%, Automated Reporting of defects and changes

Attained:
• Cost saving of $3.6M which is 90% of targeted saving ($4M) by implementing cost-saving & cost optimization initiatives
• 98% customer satisfaction in the fiscal year of 2020 - 2021
•Technical Support & IT Management - Redefined service development & release framework for smart& faster delivery
• Led average delivery/release time of new services from one month to two weeks sprints release
• Developed comprehensive metrics tracking PowerBi dashboard to monitor service release, delivery performance, customer metrics, LOB metrics, cost-saving

Cloud Service Architect

Manage a team (CCOE – Cloud Center of Excellence) of 80 members to provide single point ownership for the service delivery in Cloud services (AWS, AZURE & Google) & management services. 
Ensuring that the service levels of the team are efficient and effective.  
Handled multi Public cloud (AWS, Azure, GCP) offerings.
Increased customer satisfaction by resolving AWS, and Azure issues.
Identifying new Cloud offerings that bring benefit to the organization and making sure the team complete PoC (Proof of Concept).
Develop cloud service definitions that enable both the customer and the service provider to know what they can and cannot expect from a service.
Take ownership of the cloud services service level agreements between a cloud service provider and the customer which details the parameters of the cloud services to be provided
Develop the cloud service catalogue that is published on the AZ internal Portal as part of the cloud service's current offering status.
Cost saving, continuous compliance review & health check monitoring.
Making sure proactive security checks and patching compliance of MS patches & non-MS application patching is compliance for our cloud estate.
Manage the IT Infrastructure services in providing effective, efficient and secure services, which ensures the continuous operation of AstraZeneca Cloud IT Infrastructure.
Scheduling formal Weekly, Monthly Governance meetings and providing monthly Service Reports to the Higher Leadership team on Cloud progress updates.
Actively listen to customers' requests, confirming full understanding before addressing concerns.
Exceeded goals through effective task prioritization and great work ethic.
Demonstrated respect, friendliness and willingness to help wherever needed.

Cloud Service Manager

HCL Technologies

Project 2: Unilever – Sep 2015 to till March 2017
Working as AWS Cloud Service Delivery Manager, taking care of daily Cloud service delivery operations of UK based consumer goods company Unilever across the Globe, reporting to Associate General Manager. Managing 9 teams to provide service delivery in the area of AWS cloud infrastructure & management services. Ensuring that the service levels of the team are efficient and effective.  
•	Primary responsibility is to manage Operations Supervisors /Tower Leads and provide overall leadership
•	Managing Cloud operations BAU & project teams for continuous delivery of new Instances, upgrades, system setup, system administration, monitoring, incident resolution, problem management, configuration and change management, security management, monitoring, availability management and routine update of services
•	Monitor progress of BAU/projects and activities against agreed timeframes.
•	Scheduling formal Weekly, Monthly Governance meetings and providing weekly Service Reports to Unilever for continuous improvements & progress updates.

Project 1: AstraZeneca – Mar 2013 to Sep 2015
I worked as Senior Manager – Wintel BAU Team, taking care of daily operations of UK based medical forma giant AstraZeneca across the Globe, reporting to Group Operation Manager. Manage a team of 120 members to provide single point ownership for the service delivery in the area of Remote Infrastructure Delivery Management Services. 
•	Server Support & Administration; I/T Security Administration;
•	Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a vertical.
•	Responsible for people management with specific reference to managing the growth and development of the people working in the team.
•	Responsible for running an ITIL compliant operation and enforcing security and compliance requirements for customers.

Group Operations Manager

•	Server Support & Administration; I/T Security Administration;
•	Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a vertical.
•	Responsible for people management with specific reference to managing the growth and development of the people working in the team.
•	Responsible for running an ITIL compliant operation and enforcing security and compliance requirements for customer.
•	Work closely with resourcing team to manage the resource fulfillment process needed to run the delivery operation well and to avoid revenue loss 
•	Own and drive people management processes including career planning, training and certification, rewards and recognition and employee engagement.
•	Making sure Engineers are working on day to day escalated, SEV1 & SEV2 incidents on time.
•	Manage L3 & L4 Global Wintel Support, to achieve 99% SLA.
•	Adhere to all the account specific technical as well as general process / procedures.

Technical Service Professional TSP

Flex

•	Server Support & Administration; I/T Security Administration;

Systems Engineer

Naif Marine Services Co (Psc)

•	Server Support & Administration; I/T Security Administration;
•	Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a vertical.
•	Responsible for people management with specific reference to managing the growth and development of the people working in the team.
•	Responsible for running an ITIL compliant operation and enforcing security and compliance requirements for customer.

IT – Incharge

Computer Data Express, L.L.C.

- Desktop & Server Support and Administration;

Systems & Network Engineer

Idepro Syscare

Network Engineer

As a Cloud Service Delivery Manager at PwC Middle East, I am passionate about orchestrating seamless cloud experiences while maximizing cost efficiency. With nearly 19 years of IT experience, I specialize in architecting solutions that not only drive business transformation but also optimize costs to deliver tangible value to clients and stakeholders.

My expertise lies in leading digital transformation, service development and release, service transition, service delivery, and service operations in global infrastructures. I have a proven track record of managing and delivering large-scale, massively distributed, fault-tolerant, enterprise-grade cloud projects across public cloud (AWS, Azure, GCP), hybrid cloud, PaaS, XaaS, and automation platforms. I also possess strong skills in cross-functional collaboration, client relationship management, team leadership and development, strategic cloud architecture, service excellence, and performance enhancement.

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