Nabil Kawwa

Jumeirah Lakes Towers, P.O. Box 75602, Dubai - UAE Phone: + (971) 56 735 1960; Email: nkawwa@umniahlive.net Linked-in Profile: http://ae.linkedin.com/pub/nabil-kawwa/4/a02/841/

IT Director | Project Director | Global Service Delivery | IT Operations Management ITIL V3 | Six Sigma Green Belt
Business growth specialist offering 25 years of cumulative experience, with a track record of 16 years in spearheading customer-centric projects in the IT domain, primarily in the government sector. Demonstrated expertise in the areas of project management, complex program management and service delivery management while providing invaluable and critical information and making key strategic decisions. Displaying strong business and commercial acumen while delivering cost-effective solutions and contributing to business growth, both financially and operationally, across the Middle East. Technically astute professional, visionary thinker and an inspirational leader and outstanding team player recognised for creating robust strategies through collaborative approaches to translate vision into achievements. Well developed analytical, problem-solving and decision-making skills with a strong ability to build productive partnerships along with excellent communication skills.

CORE COMPETENCIES

Alignment of IT strategy to Business strategy Global IT Delivery and Implementation Service Delivery Management Enterprise IT Operations IT Service Management ITIL V3 Certified Six Sigma Green Belt Enterprise Level Deployments Enterprise Data Center Infrastructure & Operations Management Technology Consulting Business Reengineering Functional Expertise Process Improvements and Best Practices Resource Optimisation Emerging Technology Insights New Product / Technology Management Profit and Loss Management Vendor and Contract Negotiations Technical Leadership Client Requirement Analysis Key Account Management Due Diligence and C+ Levels and Board of Management Liaison
KEY SKILLS
IT Strategy Alignment and Project Management Developing strategic objectives in alignment with business needs and delivering challenging projects on time through clear planning and direction. Devised strategy for infrastructure and IT operations while considering existing and future requirements. Demonstrated project expertise while spearheading operations of high value projects and IT operations in enterprise data center environments. Business Process Improvement and Development Showcasing analytical and methodological approaches to work while influencing future decision-making utilising in-depth industry knowledge and experience. Successfully spearheaded business development activities for the construction, maintenance, oil and gas, utilities, telecom and banking sectors. Service Delivery Management Assumed leadership for all aspects of service management, involving process definition, compliance resolution planning, defining ITIL processes, reporting and communication, process management and updating etc. Played a pivotal role in enhancing productivity and output of the customer service staff while ensuring facilitation of the highest level of support, technical detail and communications to customers and stakeholders. Technical Competency Vast exposure in spearheading technical pre-sales and sales activities for high end servers, networks, UPS systems, infrastructure projects and e-business/e-commerce services. Extensive IT technical experience in handling networks and infrastructure-related projects (LAN/WAN, structured cabling systems design and implementation) for large corporations, banks and hospitals. Client Relationship Management Highly effective in communicating with clients to identify needs and evaluate alternative business solutions while continually seeking opportunities to increase customer satisfaction and deepen client relationships. Leadership and Multi-disciplinary Skills Visionary leader utilising logical and creative approaches to work while presenting specialist information to non-experts in an understandable form. A natural leader with high degree of flexibility and adaptability and a proven ability in managing large teams. Senior Management Liaison and Communication Excellent communicator, fluent in English and Arabic with top negotiating skills. Ability to work under pressure in fast-paced, time-sensitive environments, as well as interact effectively with people of diverse nationalities while working in a multicultural setting.

Nabil Kawwa | Phone: + (971) 56 735 1960 | Email: nkawwa@umniahlive.net

KEY PROJECTS ACROSS CAREER SPAN

2010 2012 Project Title: e-Dirham Project (UAE) Budget: $5,000,000 Feb 2009 Jun 2010 Project Title: Jordan Healthcare Project (Jordan) Budget: $12,000,000 Jan 2006 Jul 2007 Project Title: e-Government Operations Center Management Services (Jordan) Budget: $1,500,000 Oct 2002 Nov 2004 Project Title: e-marketplace services, supply chain management optimisation services, e-procurement solutions and services, supplier enablement projects and e-catalogue services (Saudi Arabian Eastern Province and Bahrain) Budget: $2,000,000 *For complete details of projects please refer to Annexure

CAREER HISTORY
Specialised Technical Services (STS) Operations Manager, e-Dirham (UAE) Successfully launched the first and second phases of the e-Dirham Project in 2010 and 2011 with the various stakeholder teams (business, project and operations) of the Ministry of Finance, National Bank of Abu Dhabi and STS. Successfully integrated and on-boarded 12 UAE ministries and 6 UAE authorities in the e-Dirham Payment Gateway network. Created and executed strategies for risk mitigation, business continuity and contingency planning. Prepared the annual operational budget for approval by management and acknowledged payments for operational expenses accordingly. Identified business development and "add-on" sales opportunities pertaining to the e-Dirham project. Prepared and maintained operational procedures for the e-Dirham project, involving signing up of merchants, deployment, training, settlements and support escalations. Enforced standard operational policies and procedures, in line with industry standards and best practices (e.g. ISO, ITIL, PCI-DSS). Identified client needs and evaluated alternative business solutions. Determined appropriate revenue recognition, ensured timely and accurate invoicing, and monitored receivables for the e-Dirham project. Developed in-depth knowledge in the areas of card issuing/acquiring, transaction processing, EFT POS field support, fraud detection/prevention, dispute handling and the corresponding solutions used to deliver the above services to the client. Service Manager, Jordan Healthcare Project (Jordan) Played a pivotal role in the negotiations to finalize and sign off the agreement in 2008 between the Royal Court and Perot Systems for the Jordan Healthcare Project (Computerization of Public Healthcare Project in Jordan), which was budgeted at USD $12 million. Led the integration, development and delivery of discrete deliverables and services to the customers (Electronic Health Solutions - EHS). Applied in-depth technical knowledge of systems, applications and account operations while supporting single and multiple customer groups. Developed and maintained documentation for the service management processes and workflows required for EHS interaction with Dell Perot Systems via OPAS (Operational Process Application Suite) and the Dell Perot Systems Service Desk. Trained all EHS service desk agents and technical support staff on OPAS (Operational Process Application Suite), the service management toolset used by Dell Perot Systems including Tier 1 (EHS), Tier 2 (EHS) and Tier 3 support processes, workflows, roles and responsibilities. Conducted training for all Dell Perot Systems Vista application support staff (SMEs) on OPAS, to include Tier 1 (EHS), Tier 2 (EHS) and Tier 3 (Dell Perot Systems) support processes, workflows, roles and responsibilities. Jan 2005 Oct 2012

Nabil Kawwa | Phone: + (971) 56 735 1960 | Email: nkawwa@umniahlive.net

Head of IT Service Management and Operations (Jordan) Implemented service improvement strategies to achieve more than 95% compliance on customer SLAs. This in turn helped to maintain high levels of customer satisfaction and retention with the existing STS customer base for service contracts and IT services (worth over USD $5 million), as well as to gain new customers year-on-year. Built and developed a core ITIL (Information Technology Infrastructure Library) and IT Service Management (ITSM) team at STS. Defined the ITIL implementation strategy for customer support and IT services at STS. Conducted awareness sessions and scheduled training for STS staff on ITIL and ISO 20000. Ensured ITIL Foundation training and certification of business unit managers, division managers, team leaders and project managers at STS within the stipulated time period. Purchased ITIL planning and implementation tools and acquired documentation for the same. Developed an ITIL implementation project plan, defining roles and responsibilities of the ITIL implementation project team at STS. Evaluated and selected appropriate ITSM and ITIL automation tools. Supported the implementation of all relevant ITIL processes for customer support and IT services at STS using an iterative and phased approach. Conducted regular assessments and audits of ITIL process implementations to ensure compliance with the ISO 20000 certification requirements. e-Government Operations Center Manager (Jordan) Played a major role in increasing client satisfaction and confidence which led to the renewal of the annual outsourced operations contract in 2006 (worth USD $1 million) with the Ministry of Information & Communication Technology for the Service Support, Service Delivery and IT infrastructure management of the Operations Center of the Jordan eGovernment Program. Maintained high levels of client satisfaction with the e-Government Program team of the Ministry of Information & Communication Technology, and consequently received excellent reviews and commendations from the Head of the eGovernment Program on our professionalism and high quality services two years in a row (2006 and 2007). Spearheaded the development and implementation of an Operations Center management model based on the ITIL best practices framework. Managed the daily operations for the e-Government Operations Centre and the Secure Government Network (SGN) on a 24x7 basis. Managed communication with stakeholders such as MoICT, NITC, vendors and other projects under implementation. Coordinated with e-Government Operations Center vendors while developing and enforcing support and maintenance agreements. Facilitated and monitored required support and maintenance for all items at the e-Government Operations Center and SGN. Ensured proper management, maintenance and continuous operation of the e-Government Operations Center and eGovernment Portal on a 24x7 basis. IBM Hardware Division Manager (Jordan) Led the team for IBM entry, mid-range and high-end RISC based servers and storage products. Set targets for the IBM team and for each target industry for the various IBM products. Set sales strategy, plans and budgets for IBM in the market. Unified proposal and customer response templates and implemented quality assurance standards within the business unit. Ensured profit margins remained within budget and performed competitive analysis of the Jordanian market on a continuous basis. Prepared marketing plans for seminars, workshops and advertising campaigns for approval by IBM. Performed customer surveys to measure customer awareness and satisfaction of STSs services position as the premier IBM business partner in Jordan and then took action to rectify any deviation from set targets. Aregon Ltd. Business Development Manager (Saudi Arabia, Bahrain) As Business Development Manager, I secured B2B e-Commerce projects worth more than USD $1 million in the Saudi Arabian Eastern Province. Spearheaded business development activities for the construction, maintenance, oil and gas, utilities, telecom and banking sectors as well as for large family holding companies and existing Aregon customers. Rolled out e-procurement initiatives of existing Aregon customers in the Saudi Eastern Province to their other regional offices.
Nabil Kawwa | Phone: + (971) 56 735 1960 | Email: nkawwa@umniahlive.net

Aug 2001 Nov 2004

Developed and established strategic channel partnerships with major companies in the Saudi Eastern Province to extend and promote Aregons services to a larger market share in the region. Targeted new customers (SME, large companies and corporations) in the construction, maintenance, oil and gas, utilities, telecom and banking sectors and large family holding companies. Senior Program/Project Manager (Saudi Arabia, Bahrain)

Directed the planning, project management and implementation of e-procurement and supplier enablement projects for Aregons customers in the Saudi Arabian Eastern Province and Bahrain. Management and supervision of customer spend analysis, high level procurement process analysis, supplier analysis, sourcing and supplier RFQ processes, organisation of catalogue data and electronic catalogue creation, configuration of customer buying organisation on the web-based purchasing application, automation of workflows and approval cycles and uploading the final supplier electronic catalogues on the web-based application based on contract prices. Project management and implementation of Supplier Enablement projects, which involved developing supplier websites with electronic catalogues for large corporate buyers and integrating them with the buyers internal B2B e -Procurement systems, using Roundtrip technologies. IT Operations Manager (Jordan, Dubai-UAE)

Managed the entire IT Operations and infrastructure for Aregon in Amman and Dubai, and the hosted production environment in the USA, and all other regional Aregon offices. Developed Aregons strategy for infrastructure and IT operations for existing and future requirements. Designed and implemented Aregons IT infrastructure and security setup. Developed and assigned responsibilities for the integrity, operation and support of the applications used by Aregon. Created a migration, upgrade and scale-up path with regards to adding/replacing hardware, software and/or other relevant actions. Developed and assigned responsibilities for documentation, control, logging and audit of the operational procedures for the entire infrastructure. Coordinated with the development team in design and feasibility assessments for project rollouts within Aregons environment.

EARLIER CAREER
General Computers and Electronics Co. (GCE) Technical Services Manager (Jordan) Maintenance Department Manager (Jordan) Schlumberger Wireline Services Co. Geophysical Engineer (Libya, Holland and Italy) Jun 1986 Jul 2001

Oct 1982 Dec 1983

EDUCATIONAL QUALIFICATIONS
B.Sc. (Electronics Engineering) University of Salford, Manchester, England Sep 1979 June 1982

CERTIFICATIONS
Six Sigma Green Belt ITIL V3 Foundation ITIL V2 Foundation Microsoft Operations Framework Essentials ISO 11801 Design and Integration Structured Cabling Systems

PROFESSIONAL DEVELOPMENT
Six Sigma Green Belt Course ITIL V3 Foundation Course ITIL V2 Foundation Course ITIL V2 Service Manager Course P3MM (Project, Program and Portfolio Management Methodology) Training Course (Perot Systems) Healthcare Information Security Awareness (Perot Systems) Information Security Program (Perot Systems) Standards and Ethical Principles Training (Perot Systems) Privacy and Confidentiality: Introduction to HIPAA Security and the HITECH Act (Perot Systems) ISO 11801 Design and Integration Course (Structured Cabling Systems) Microsoft Operations Framework Course Advanced ORACLE Course Maintenance Management Course UNIX / AIX OS Administration Course Advanced NOVELL v3.11 Course Geophysical Engineering and Geology

Nabil Kawwa | Phone: + (971) 56 735 1960 | Email: nkawwa@umniahlive.net

PERSONAL INFORMATION
Email: nkawwa@umniahlive.net Linked-in Profile: http://ae.linkedin.com/pub/nabil-kawwa/4/a02/841/ Mobile: +(971) 56 735 1960 Nationality: Jordanian

Nabil Kawwa | Phone: + (971) 56 735 1960 | Email: nkawwa@umniahlive.net