Emad Haddad

Experience

• 

  Gamma Computer Ltd

  Jan 1997 - Jun 1998

  Computer Engineer
• 

  Australian Consolidated Press, ACPMeida

  Jul 1998 - Jun 2007

  Technical Lead

  started as System Support Officer- Network Administrator- Senior System Engineer- Team Leader- Help Desk Manager

• 

  Datacom

  Jul 2007 - Aug 2013

  Service Delivery Manager - WHKSuccessfully implemented a support model to the new organization and used the gradual approach as the organization/staff were not ready for an immediate cultural changeIntroduced processes to facilitate a smooth transition of the environmentProvided guidance and leadership to the support teams during the transition and the first 6 months of operation, especially the Service Desk teamTaking the responsibility of the change manager and enforcing high discipline around change control processes, enforcing the same change discipline in the in-house application support teams.Successfully achieved the strictest service level agreed on SLAManaged and modified the customer billing model to overcome the difficulties encountered during the first few months of operation Show less Service Delivery Manager - Fletcher Building Corporate and shared servicesImplementation of support process based on ITIL and best practice standards. Applied new billing model (module/unit based) replacing the old FTE based billing modelTaking the responsibility of the change manager and enforcing high discipline around change control process, enforced the same change discipline in the in-house application support teamsExtended the support to cover Fletcher Building overseas companies, designed and implemented a support process for overseas businesses (Australia)Designed the appropriate support model and provided operational support to the new business (Crane Ltd), the acquisition was in 2011. Show less Outsourced IT Manager - The - EdgeIntroduced an organization change successfully by establishing a new IT department as a new cost centre with separate P&L and employed three IT staff Led the operation side of implementing an in-house online ticketing centre for The-Edge shows & performanceImplemented IT documentation processes Created a three year IT strategy planEngaged with Deloitte who were contacted to evaluate and assess the IT services providedRenegotiated the support contract with the Lotus Notes supplier (Crossware), achieved a 10% reduction in their support costTook the initiative to review and audit Telecom services and billing, it led to the decommissioning of the legacy services and lines that were no longer required, achieved 7% reduction in their monthly cost Proposed and completed a printing consolidation solution, resulting in a 25% reduction in printing costs Show less

  • Service Delivery Manager

    Oct 2012 - Aug 2013

  • Service Delivery Manager

    Jun 2009 - Oct 2012

  • Outsourced IT Manager

    Jul 2007 - May 2009
• 

  Datacom

  Aug 2014 - May 2018

  Client Engagement Manager
• 

  Self-employed

  Jun 2018 - Feb 2019

  Experienced business / IT Manager
• 

  Revera

  Mar 2019 - Aug 2019

  Client Engagement Manager
• 

  Computer Concepts Limited

  Aug 2019 - May 2021

  Client Relationship Manager

  In February 2019, Revera and Computer Concepts merged under the name of CCL. Further details:https://www.cio.com/article/3511741/revera-and-ccl-merge-to-create-largest-nz-focused-it-services-company.html

• 

  Spark New Zealand

  May 2021 - Dec 2022

  Chapter Lead - Sales Operation Group
• 

  Theta (NZ)

  Feb 2023 - now

  Service Delivery Consultant