Lama AL-Subahi - ITIL®

Experience

• 

  The National Commercial Bank - AlahliNCB

  Sept 2012 - Sept 2016

  ➢ Assigned Service Manager for NCB Capital, Corporate Banking, Digital Banking, Shared Services, and Human Resource Group services.➢ Ensure the delivery of all operational services to the assigned line of business according to the Service Level Agreement.➢ Manage the communication channels with appropriate stakeholders including internal and external. ➢ Report and highlight to the service owners regarding any incidents/problems that affects the service.➢ Conduct regular Service Reviews with the business.➢ Look for opportunities of continuous Service Improvements of the Service Level Management process by defining, monitoring, and improving the agreed customer Service Level Agreements. Show less ➢ Ensure to meet Customer Satisfaction through all the Service Desk Channels (IVR, E-service, & Service Desk Email).➢ Ensure to meet the performance of the assigned service requests/incidents according to the Service Level Agreement.➢ Creating and Escalating tickets to the in charge departments.➢ Complete the Service requests /incidents closure after user confirmation.➢ Update and improve the services of IVR and E-service.➢ Report the Agent abandoned calls with the justifications in order to meet customer satisfaction Show less

  • IT Service Manager

    Sept 2014 - Sept 2016

  • Service Desk Supervisor

    Sept 2012 - Oct 2014
• 

  International Systems Engineering - ISE

  Nov 2016 - Sept 2018

  Customer Service Manager

  ➢ Finding ways to measure customer satisfaction and improve services.➢ Ensure to meet the performance of the assigned service requests/incidents according to the Service Level Agreement.➢ Being a point of escalation for all customer service issues.➢ Manage the team to create and Escalate tickets to the in charge departments.➢ Manage the team to Complete the Service requests /incidents closure after user confirmation.➢ Manage to report the Agent abandoned calls with the justifications in order to meet customer satisfaction.➢ Implements effective processes for customer service representatives to interact with customers via telephone, email, or live chat.➢ Provides training courses on handling of sensitive customer service issues.➢ Holds regular meetings with department staff to discuss expectations and hear team concerns.➢ Responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes.➢ Ensures work environment is compliant with all applicable laws and regulations.➢ Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department.➢ Helping to develop and implement a customer service policy for an entire Organization. Show less

• 

  Bupa Arabia

  May 2019 - now

  - Managing the Change, Release, Problem, and Incident Management processes.- Leading the Change Advisory Board (CAB/eCAB) and incident/problem committees.- Ensuring compliance with SAMA, CHI, Bupa Global, and other regulators.- Leading IT audits (internal and external) and achieving ISO 20000 & 27000 certifications- Managing tools and processes for Problem and Capacity Management.- Overseeing Capacity Management and Design Coordination activities.- Identifying capacity needs and assessing changes for ability impact.- Planning and coordinating resources for new or modified services.- Anticipating future demands to ensure sufficient capacity.- Managing reports and overseeing information processing.- Ensure adherence to governance processes.- Ensure the implementation and compliance of policies and procedures of ITSM process.- Overseeing ITSM vendor services and SLAs.- Managing the business relationship process to ensure service delivery meets business needs. Show less ➢ Managing the Change Management cycle. Accepts, prioritizes, and categorizes change requests.➢ Chairs the Change Advisory Board (CAB) Meeting.➢ Ensure all the preparation have been made for the CAB meeting, including the agenda, and circulation of the change requests to be considered.➢ Obtains authorization for submitted change requests from the change Authority.➢ Utilize the change management reporting system to monitor/track changes.➢ Ensure all changes are communicated in a timely manner.➢ Review all the implemented changes to ensure that they have been carried out and close them.➢ Managing the Incident and Problem Management cycle.➢ Ensuring post review of high priority incidents.➢ Chairing the major incidents and problem review meetings.➢ Developing and maintaining the incident and problem management process and procedures.➢ Utilize the Incident/Problem management reporting system to monitor/track major incidents.➢ Plans and manages tools needed to support Problem Management process.➢ Overall responsibility for carrying out activities within the scope of Capacity Management, & Design Coordination Management.➢ Responsible for reporting and managing information.➢ Plans and manages tools needed to support Capacity Management process.➢ Identifies capacity requirements for the services.➢ Ensures that changes are assessed regarding capacity issues.➢ Plans and coordinates resources and capabilities required to design new or change existing service.➢ Understands future demands so that appropriate capacity can be set at disposal. Show less

  • Senior Manager - IT Service Management

    Jul 2023 - now

  • Manager - IT Service Management

    May 2019 - Jun 2023