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.
Head of Global IT Implementation
Concentrix+Webhelp
April 2022
to June 2024
Full-time
Rabat
Morocco
- Global IT Implementation Leadership: Lead and oversee the implementation of global IT projects, ensuring they are delivered on time, within budget, and meet the specified requirements.
- Level 3 Support Management: Direct the Level 3 support team, responsible for handling advanced technical issues and escalations beyond the capabilities of the standard support teams.
- Strategy and Planning: Develop and execute a strategic plan for global IT implementation and support, aligning with the overall business strategy and technological advancements.
- Cross-Functional Collaboration: Collaborate with various departments and IT teams to ensure cohesive and effective implementation of IT systems and services.
- Team Leadership and Development: Manage, mentor, and develop a diverse team of IT professionals, fostering a culture of continuous improvement and excellence.
- Quality Assurance and Compliance: Ensure that all IT implementations and support activities adhere to quality standards and comply with relevant regulations and company policies.
- Stakeholder Management: Engage and communicate effectively with stakeholders at all levels of the organization to ensure alignment and support for IT initiatives.
- Resource Management: Allocate resources efficiently, including budget, personnel, and technology, to support IT implementation and support activities.
- Process Improvement: Continuously evaluate and improve IT implementation and support processes for greater efficiency, effectiveness, and user satisfaction.
- Technology Innovation: Stay abreast of emerging technologies and industry trends to drive innovation in IT implementation and support services.
- Incident and Crisis Management: Oversee the management of critical incidents, ensuring rapid and effective resolution and minimizing impact on business operations.
- Reporting and Analytics: Provide regular reports and analysis on IT implementation and support performance, using data to drive decision-making and improvements.