I'm Badr Arhad, an Agile IT Operations Expert with 16 years in IT, starting at Dell in 2008 as a technical engineer. My journey has spanned operational and team management, emphasizing customer service.
Since 2014, at Atos, as a Service Delivery Lead, I spearhead a global team of over 100 engineers and staff, ensuring excellence in service delivery across various IT domains. My role encompasses the strategic optimization of service desks, application management, and infrastructure operations, fostering a culture of innovation and high performance.
Now as Head of Global IT Implementation within Webhelp and Concentrix, I oversee project implementations, service establishment, and strategic process deployment, ensuring operational excellence. I lead engineers and staff globally, nurturing a collaborative team culture. My credentials are fortified with certifications in Operational Excellence, Six Sigma Black Belt, QMS Auditor/Lead Auditor, ITIL® V3 & V4, Professional Scrum Master I, Risk Management, Process Improvement and Mapping, and Lean Management, underpinning my skills in quality and IT service management, agile methodologies, risk management, and lean principles.
Currently, I focus on scalable service frameworks and process enhancements for long-term business goals, advocating continuous improvement and maintaining our competitive edge in IT.
Since 2014, at Atos, as a Service Delivery Lead, I spearhead a global team of over 100 engineers and staff, ensuring excellence in service delivery across various IT domains. My role encompasses the strategic optimization of service desks, application management, and infrastructure operations, fostering a culture of innovation and high performance.
Now as Head of Global IT Implementation within Webhelp and Concentrix, I oversee project implementations, service establishment, and strategic process deployment, ensuring operational excellence. I lead engineers and staff globally, nurturing a collaborative team culture. My credentials are fortified with certifications in Operational Excellence, Six Sigma Black Belt, QMS Auditor/Lead Auditor, ITIL® V3 & V4, Professional Scrum Master I, Risk Management, Process Improvement and Mapping, and Lean Management, underpinning my skills in quality and IT service management, agile methodologies, risk management, and lean principles.
Currently, I focus on scalable service frameworks and process enhancements for long-term business goals, advocating continuous improvement and maintaining our competitive edge in IT.
Service Desk Manager
Atos
November 2014
to May 2016
Full-time
Casablanca
Morocco
- Service Desk Leadership: Lead the IT Service Desk team, ensuring efficient and effective resolution of end-user issues and requests. Manage day-to-day operations of the service desk.
- Performance Management: Monitor and evaluate the performance of the service desk activities and personnel. Implement strategies to improve quality, productivity, and customer satisfaction.
- SLA and KPI Management: Develop and oversee Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the service desk. Ensure that service desk activities meet or exceed these standards.
- User Support and Communication: Ensure that the service desk provides high-quality customer service and support. Develop communication strategies to keep users informed about service updates and changes.
- Team Development and Training: Hire, train, and develop service desk staff. Foster a culture of continuous learning and improvement.
- Incident and Problem Management: Oversee incident and problem management processes. Ensure timely resolution of issues and identification of root causes to prevent future occurrences.
- Process Improvement: Continuously review and improve service desk processes and procedures for greater efficiency and effectiveness.
- Technology and Tools Management: Evaluate and implement service desk tools and technologies to enhance service delivery. Ensure the service desk team is equipped with the necessary tools and skills.
- Reporting and Analysis: Generate and review reports on service desk performance and metrics. Provide insights and recommendations to IT management.
- Stakeholder Engagement: Act as a point of contact for stakeholders regarding service desk services. Collaborate with other IT teams to ensure cohesive service delivery.
- Budget Management: Manage the budget for the service desk, including forecasting, resource allocation, and cost control.
- Compliance and Best Practices: Ensure the service desk operates in compliance with company policies and industry best practices.