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.
Offshore/Service Delivery Manager
Atos
January 2020
to December 2021
Full-time
Casablanca
Morocco
- Offshore Team Management: Lead and manage the offshore IT service team, ensuring effective performance, productivity, and alignment with the company’s objectives.
- Client Relationship Management: Act as the primary point of contact for clients, managing and nurturing relationships, and ensuring high levels of satisfaction with IT services.
- Project Management: Oversee and coordinate offshore IT projects, ensuring they are delivered on time, within scope, and budget.
- Quality Assurance: Ensure the delivery of high-quality IT services and solutions, implementing quality control processes and standards.
- Communication: Facilitate clear and effective communication between offshore teams and onshore stakeholders, bridging any cultural or time zone differences.
- Resource Management: Allocate and manage resources effectively, including staffing, budgets, and IT infrastructure.
- Risk Management: Identify, assess, and mitigate risks associated with offshore IT operations.
- Compliance and Security: Ensure that offshore IT operations comply with relevant laws, regulations, and best practices, particularly in data security and privacy.
- Reporting and Documentation: Prepare and present regular reports on offshore IT operations, performance metrics, and project status to senior management.
- Innovation and Improvement: Continuously seek opportunities for improvement in offshore IT operations and service delivery, staying updated with emerging technologies and industry trends.