Nawaz Shariff

• Manage Global IT Services for Core ERP SAP Technologies
• Manage SAP IT Systems globally with required vendors
• Designing, implementing and delivering various types of service Level agreements for Vendor KPI Governance and Management
• Establishing policy, strategy and best practices for customer service agreements
• Influences high-impact customer service decisions and initiatives
• Drive Continuous improvements and innovations to enhance quality Over all the daily deliverables with both Internal (Stake holders) and External team (Vendor Partner's)
• Preparing, maintaining and submitting activity/progress reports and time recording/management reports as directed
• Monthly/Quarterly and Yearly Reviews with Vendor on SLA and KPI adherence
• Coordinate and support the Assessments and Audits for the services used across globally to meet the company standards and compliance
• Manage Global Geographies with different work style to match IT requirements and maintenance
• Plan and coordinate Business Continuity Plans / Disaster Recovery for all critical services keeping services DR ready
• Ensure 'Exception to Policy' with platform directors' approval wherever required
• New service introduction to be led end to end, along with completion of all the required collaborative documentation and approvals
• Deliver small and complex projects to implement new upgrades globally

• Create/Update and manage the process documents for Service Delivery teams
• Manage Account Information and make sure all the required information and documentation for clients is available on time for reviews
• Manage the Knowledge Base for the accounts designated
• Create KB articles, update and retire based on the process changes
• Communicate the updates and process changes to the help desk to adopt the new process updates
• Co-ordinate with training team to get the training material created and schedule a training session with the help desk
• Weekly discussion with Supervisors and Team Leads on process updates and new Knowledge Base creation to drive the help desk and achieve the SLA's and KPI's
• Co-ordinate and work with DCM's or Application Owner's to get the KB Articles reviewed and if any gap that needs to be updated
• Collaborate with internal Training and Quality teams to cater the business requirements
• Manage Powe-Bi reporting for KM activities and track KB Usage and Accuracy for Service Desks
• Create weekly/monthly presentations for client and internal stakeholders for performance reviews
• Interact with clients, discuss the performance reviews, and key areas for improvements
• Manage client escalation and take corrective actions to deliver the quality services
• Manage transitions and KT sessions with internal and external partners
• Manage automation projects and implement for business improvements

• Create/Update and manage the process documents for Service Delivery teams
• Manage Account Information and make sure all the required information and documentation for clients is available on time for reviews
• Manage the Knowledge Base for the accounts designated
• Create KB articles, update and retire based on the process changes
• Communicate the updates and process changes to the help desk to adopt the new process updates
• Co-ordinate with training team to get the training material created and schedule a training session with the help desk
• Weekly discussion with Supervisors and Team Leads on process updates and new Knowledge Base creation to drive the help desk and achieve the SLA's and KPI's
• Co-ordinate and work with DCM's or Application Owner's to get the KB Articles reviewed and if any gap that needs to be updated
• Collaborate with internal Training and Quality teams to cater the business requirements
• Manage Powe-Bi reporting for KM activities and track KB Usage and Accuracy for Service Desks
• Create weekly/monthly presentations for client and internal stakeholders for performance reviews
• Interact with clients, discuss the performance reviews, and key areas for improvements
• Manage client escalation and take corrective actions to deliver the quality services
• Manage transitions and KT sessions with internal and external partners
• Manage automation projects and implement for business improvements

Global Knowledge Manager:

• Create, update, and manage the process documents for Service Delivery teams.
• Manage account information, and make sure all the required information and documentation for clients are available on time for reviews.
• Manage the Knowledge Base for the designated accounts.
• Create KB articles, update, and retire them based on the process changes.
• Communicate the updates and process changes to the help desk to adopt the new process updates.
• Coordinate with the training team to get the training material created, and schedule a training session with the help desk.
• Weekly discussion with supervisors and team leads on process updates and new knowledge base creation to drive the help desk and achieve the SLAs and KPIs.
• Coordinate and work with DCMs or application owners to get the KB articles reviewed, and identify any gaps that need to be updated.
• Collaborate with internal Training and Quality teams to meet the business requirements.
• Manage Power BI reporting for KM activities, and track KB usage and accuracy for service desks.
• Create weekly and monthly presentations for clients and internal stakeholders for performance reviews.
• Interact with clients, discuss the performance reviews, and key areas for improvement.
• Manage client escalation, and take corrective actions to deliver quality services.
• Manage transitions and KT sessions with internal and external partners.
• Manage automation projects and implement them for business improvements.

Field Service Delivery Coordinator:

• Training and mentoring the new joiners, SDCs/PMOs, on field service activities, and managing onshore technicians' day-to-day activities.
• Scheduling refresher trainings for tenured SDCs/PMOs.
  Work with offshore teams to ensure the quality of services is delivered.
• Work with clients and internal Unisys teams to deliver the services.
• Collaborate with the Service Desk, GFOC, Stock, and Asset Management Teams for better quality of services.
• Present weekly and monthly reports on service level performance to internal and external stakeholders. Interact with multiple vendors providing offshore services to cater to the needs of the client.
• Driving continuous improvements and innovations to enhance quality over all the daily deliverables with both internal stakeholders and external teams (vendor partners and clients).
• Coordinating with the SPMs (Service Partner Managers) of each external vendor to develop strong working relationships across the organization.

Technical Support Executive/Service Desk Analyst:

• Attending to detail to ensure that nothing slips through the cracks.
• Providing technical support to the U.S. end users for hardware and software issues with personal Windows and Mac computers.
• Analyzing problems in order to come up with resolutions,
• Caring about customers, whose happiness can make or break a company, and following through so customers know their concerns are taken seriously.