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.
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.