Haf Katib
Group Technology Improvement Manager Consultant @Autovista
Signup · Get unlimited contacts
WORK HISTORY
Group Technology Improvement Manager Consultant @Autovista
Service Efficiency: Analysing response and resolution times, implement improvements• Customer Satisfaction: Measuring user satisfaction and feedback mechanisms• Team Performance: Assessing the skills, competencies, and productivity of the SD team.• Process and Workflow Evaluation: Evaluating the effectiveness of existing workflows and processes.• Identify improvement opportunities, providing actionable insights and• Recommendations and enhance the overall effectiveness and efficiency of all technology teams • Establish the foundations for the Service Desk Manager to maintain, train and mentor• Achieve measurable improvements in customer satisfaction and operational efficiency.• Ensure Technology teams to align with company values and strategic goals for service.• Enhance the skills and competencies of the service desk team and Service Desk Manager.• Develop and implement strategies to enhance service efficiency and customer satisfaction.• Recommend and facilitate the integration of new technologies, tools and systems.• Establish and monitor key performance indicators to measure service improvements.• Provide training and mentorship to the all team to elevate their skills and knowledge.• Implement workflow and process improvements which remove complexity and streamline operations.• Deliver reports, presentations to management on progress and outcomes of the assessment and improvement plan
EDUCATION
Tom Hood School
O Levels
ABOUT HAF KATIB
Internationally Experienced UK national with a valid Spanish TIE and international rights Global Service desk/Helpdesk Manager, Service improvement manager running teams in UK, EU including Barcelona ( Spain) additionally with teams in Poland,Germany, South Africa, USA and Costa Rica. I am certified and experienced in MSCE, ITILV4,Prince2. Global experienced professional, enthusiastic and accomplished infrastructure/Global service desk manager operating in a multi customer/multi vendor global environment with excellent interpersonal skills and the ability to communicate concisely at all levels whilst dedicated to delivering the highest standards and ensuring that all deadlines, customers expectations and targets are exceeded. I am confident as a team player or working autonomously and thrive in highly pressured and challenging environments. Highly adaptable with the ability to learn new skills quickly and able to work professionally in multiple environments. I have obtained knowledge of network management, line management, fault management, incident management, problem management, change management, major incident management, project management and vendor support along with reasonable technical knowledge. Having worked on multiple Managed Service desks ability to take ownership/identify potential issues and drives them forward. Manage root cause analysis/Report on incidents, identify risks associated with changes, Incident’s SLA are resolved within agreed/acceptable timeframe, implement measure’s and report on service/operation team KPI and SLA’s. Always enhancing the customer expectation and experience. I have a good knowledge of ITIL having worked in an ITIL environment and have used various reporting systems.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.