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.
Tower Service Manager (Infrastructure & Application)
Atos
May 2016
to December 2019
Full-time
Casablanca
Morocco
- Process Management: Develop, implement, and oversee IT processes and policies within the Infrastructure and Application tower. Ensure processes are efficient, scalable, and aligned with overall IT and business strategies.
- Service Level Agreement (SLA) Management: Define, negotiate, and manage SLAs for IT services within the tower. Ensure that all IT services meet or exceed agreed-upon performance and quality standards.
- Production Committees Management: Lead and coordinate production committees to review and assess the performance of IT services. Facilitate discussions and decision-making processes to align IT services with business objectives.
- Service Continuous Improvement: Implement a continuous improvement framework for IT services. Regularly review and analyze service performance data to identify improvement opportunities and implement enhancements.
- Services/People Management: Oversee a team of 114 full-time employees (FTEs), including hiring, training, and performance management. Foster a collaborative and high-performing team environment.
- Infrastructure & Application Oversight: Manage the infrastructure and application aspects of IT services, ensuring they are robust, secure, and capable of meeting current and future business needs.
- Budget and Resource Allocation: Responsible for the budget and resources of the Infrastructure & Application tower. Ensure optimal allocation of resources to meet strategic goals and service requirements.
- Stakeholder Communication: Act as the key point of contact for all stakeholders regarding infrastructure and application services. Maintain transparent communication about service performance, challenges, and improvements.
- Risk Management and Compliance: Ensure that infrastructure and application services comply with relevant laws, regulations, and company policies. Proactively identify and mitigate risks related to these services.
- Vendor and Contract Management: Manage relationships with vendors and service providers, including contract negotiation and management, particularly for services related to infrastructure and applications.
- Technology Roadmap Development: Develop and maintain a technology roadmap for the Infrastructure and Application tower, aligning IT capabilities with the evolving needs of the business.
- Disaster Recovery and Business Continuity: Ensure robust disaster recovery and business continuity plans are in place for all critical infrastructure and applications.