Melwin Menezes

Experience

• 

  Batelco

  Jun 2000 - Feb 2006

  Technical Officer
• 

  Almoayed Group

  Mar 2006 - now

  Maintaining and expanding senior level relationships with policy and decision makers in the ICT market space. Oversee a portfolio of nearly 25 client accounts and act as the primary liaison between the customer and the Organization. Own and manage the end- to-end sales process to deliver against a range of performance metrics. Developing business relationship with current customers and prospective customers in the market segment to generate new ICT solutions business for the organization. Developing and implementing new Sales Strategy and suggesting the ways to improve the process and customer service levels which increased the customer satisfaction rate and business growth. Analyse business requirements to develop solutions/ opportunities to tap customers. Creating and executing key sales and business development initiatives to increase sales pipeline. Attaining sales targets set by the organization and contributing to team targets. Managing Outsourced Resources Contracts for Government, Banking & Enterprise Sectors. Show less Effectively managed pipeline and provided timely and accurate forecast of IT services contracts.Act as primary point of contact for customers and internal sales teams regarding questions relating to renewal pricing, ICT services migrations, policies, etc. Established effective working relationships with the entire ICT Sales Organization and Support team with the goal of cross-selling portfolio offerings across ICT Services to enhance customer satisfaction. Maintained up-to date knowledge of our services portfolio to maximize sales potential.Assessing service level requirements, negotiate and define new service levels by closely working with Service Delivery teams and the Customer Services Manager, and incorporates these within SLAs. Liaising with OEMs and technology partners (AWS, Cisco, Microsoft, Oracle, VMware, IBM, Veeam, Citrix, HP, Dell EMC, McAfee, Juniper, Diebold Nixdorf ,MITEL & Avaya) for back to back support subscriptions & licenses renewals contracts. Achieved/exceeded monthly, quarterly and annual quota targets. Participated in the negotiation of terms and conditions as necessary for renewal agreements with Internal stake holders. Managed Outsource Resource Contracts for government & banking sectors. Managed support contracts, RFP/Tender documents, writing proposals, reports and supporting literature. Interacting with customers on a regular basis to carry out service reviews against SLA expectations. Planning, streamlining and executing ICT solutions services contracts strategy meetings to identify issues and client requirements, facilitate pricing discussions, and obtain senior management input on timelines and deliverables. Show less Tracked & Monitored SLAs against AMCs (Annual maintenance contract). Ensured service delivery staff has clarity on the scope and level of service required by them through the development and maintenance of Operating Level Agreements (OLAs) containing Key Performance Indicators (KPIs) linked to SLAs. Streamlined maintenance/support calls & assigning engineers to attend customer’s maintenance calls. Reviewing operational level agreements with service delivery managers and/or underpinning contracts in conjunction with the Supplier Relationship Manager to ensure that they are in line with SLA targets. Assigned engineers to perform weekly preventive maintenance of IP telephony systems at the customer site. Executed engineer’s day to day productivity from daily activity reports & informing head of the department (Head of ICT services delivery & Assurance). Assisted resources in a project environment, including planning and estimating of resource requirements and their effective deployment. Show less Work closely with project sponsor, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives. Identify key requirements needed from cross-functional teams and external vendors Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders. Develop and manage budget for projects and be accountable for delivering against established business goals/objectives Daily program management throughout the program life cycle; Managing risks and issues and taking corrective measurements; Coordinating the projects and their interdependencies; Managing and utilizing resources across projects; Developed customer Telecom requirements and designed solutions. Mentored Pre Sales services & Support telecom sales team for preparation of proposals. Designed solutions that help satisfy customer requirements incorporating various technologies as required. Liaise with OEMs and/or Distribution for the Telecom solutions design and pricing requirement. Assisted sales team with telecom related RFP responses as required. Show less

  • Senior Manager ICT Sales & Services

    Jan 2018 - now

  • Information Technology Services Sales Manager

    Jan 2014 - Dec 2017

  • Manager Telecom Support

    Jan 2013 - Dec 2013

  • Project Manager & Telecom Pre Sales

    Sept 2010 - Dec 2012

  • Telecom Support Engineer

    Mar 2006 - Aug 2010