Raf Ibrahim

About Raf Ibrahim

A consensus building people leader with broad experience directing high profile client engagements and enterprise infrastructure programs. Expertise in Service Delivery and Managed Services leading strategic multinational initiatives. Strengths include leading high functioning technical teams, large scale implementations, program management, client retention, strategic planning and risk assessment, crisis management and de-escalation CORE MANAGEMENT COMPETENCIES Exceptional technical understanding of public/private cloud architecture, Windows OS\'s, storage, backup/recovery/disaster recovery, security, identity and access management Solid understanding of audit reporting such as SOC2, and business continuity planning Solid experience in contract and commercial management, including development, execution and management of sourcing strategies, business cases, financial modeling, and operational alignment Experience working in highly matrixed organizations with global multi-vendor managed service environments Ability to build and manage relationship across the organization and with managed service providers Exceptionally organized, proactive, and capable of managing with ambiguity Capable of influencing multiple stakeholders with broad and varied business objectives Strong understanding of managed service contract billing and track record of cost reduction Ability to analyze extensive amounts of data and develop and present reports to executive leadership Building Advisor Level Trust Situation and Conflict Management Program Development and Management Negotiation and Influence Proactive Account Management and Strategic Planning Organizational and Change Leadership Vendor and Outsourcing Management Contract Management Governance and Compliance

Experience

1. Principal Service Delivery Manager

   Allscripts

   Aug 2020 — Present · Raleigh, NC, US

   Effectively managed Allscripts\\Altera Digital Health Hosting Vendor operations Management Office (VMO) and successfully supported the daily operations and delivery of various managed service providers. Operational responsibility of Applications, Architecture, Security, Identity & Access Management, Audit & Compliance, and Project Management of all Data Center Services with an annual budget of approximately $10M Ensured optimum service performance from managed service providers. Managed contractual compliance against Service Level Agreements (SLAs) and other terms of contract Provided operational service quality management, including crisis escalations and resolution of operational and project issues and provided rapid resolution and escalation of critical issues impacting clients or stakeholders Managed cost erosion from managed service agreements against business plans and Identified cost saving and continuous service improvement opportunities to drive overall profitability and quality of services including renewal and renegotiation of Telco contracts realizing upwards of $700K in recurring annual savings Reviewed future spend with the vendor and provided accurate spend forecasts Directed the planning, design and implementation of a managed service providers operational frameworks and RACIs for effective delivery Managed creation of process and technical documentation, sharing of knowledge, and stakeholder ed-ucation of effective partnership with managed service providers Partnered with internal and vendor governance organizations to ensure timely handling of all contractual issues, disputes, escalations and negotiations with managed service providers Led special projects and assisted in growing business where technical / managed services subject matter expertise was required Drove internal and external communications including producing reports and executive presentations to show effectiveness of managed service model

Education

• Rutgers, The State University of New Jersey-Newark

  Bachelor of Arts (B.A.), Business Administration and Management, General