I am Badr Arhad, a seasoned Agile IT Operations Expert with a dynamic 16-year career in the IT industry, marked by a trajectory of progressive leadership and innovation. My journey began at Dell in 2008 as a technical engineer, where I developed a deep understanding of operational and functional team management, and cultivated a strong acumen for customer service across various sectors.
In 2014, I joined Atos, where I significantly enhanced service delivery for a key strategic account. My role was critical in optimizing operations across service desks, application domains, and infrastructure management, showcasing my ability to manage complex IT environments.
Currently, as the Head of Global IT Implementation, I am at the forefront of executing project implementations, establishing comprehensive services, and deploying strategic processes that underscore continuous improvement and service transition. My expertise lies in driving the deployment of innovative IT solutions worldwide, ensuring they are seamlessly integrated and deliver operational excellence.
I lead by example, managing over 100 engineers and support staff across diverse geographical and cultural landscapes, fostering a collaborative and high-performing team culture. My leadership is further solidified by my certifications in IT Project Management and IT Processes, including PSM, Safe, ITIL V4, V3 (OSA) and Prince 2 Practitioner in addition to several other certifications.
In my present role, I am dedicated to the development and implementation of scalable service frameworks and process enhancements that are not only efficient but also future-proof, ensuring they support long-term business goals and adapt to evolving market demands. My commitment to continuous improvement and service transition is unwavering, as I constantly seek to refine our operations and maintain our competitive advantage in the IT sector.
Contract Review and Management: Take responsibility for reviewing, negotiating, and managing contracts with offshore service providers and partners. Ensure that all contracts align with the company’s strategic goals and comply with legal and regulatory standards.
Contract Renewal and Optimization: Lead the process of contract renewals, focusing on optimizing terms and conditions to benefit the company’s objectives. Regularly assess the performance of service providers against contract stipulations to inform renewal decisions.
Alignment with Tribe and Squads Structure: Ensure that the offshore service strategy and operations are fully integrated and aligned with the company’s Tribe and Squads organizational structure. This includes facilitating collaboration between different Squads and ensuring that the services provided by offshore teams support the specific needs of each Tribe.
Performance Metrics and SLA Management: Develop and monitor key performance indicators (KPIs) and service level agreements (SLAs) in line with the Tribe and Squads objectives. Ensure that offshore teams meet or exceed these metrics, driving continuous improvement.
Stakeholder Engagement in Contract Processes: Engage relevant stakeholders, including Tribe Leads and Squad Members, in the contract review and renewal processes. Gather their input and feedback to ensure that contracts meet the functional and technical needs of each team.
Change Management in Contract Transitions: Oversee change management processes during contract transitions, ensuring minimal disruption to offshore services. This includes effective communication and training for both offshore teams and internal stakeholders to adapt to new contract terms or providers.
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.
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.