Abid R Qureshi
Margate
Summary
Results-driven Senior Technical Service Delivery Manager with 14+ years in ICT Managed Services and IT Operations. Expertise in delivering high-quality telecom and IT services across financial services, aviation, and hospitality sectors. Proficient in strategic planning, process optimization, and stakeholder engagement, consistently achieving high customer satisfaction. Dedicated to implementing innovative solutions that enhance productivity and streamline service delivery.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr Service Delivery Manager
Intersoft KK, Financial Institution
Margate, FL, USA
01.2025 - Current
Sr Infrastructure Service Delivery Manager
Financial Institution
GAT, Riyadh, SA
07.2024 - 01.2025
Managed Services Service Delivery Manager
Al Rajhi Bank, SAIB Bank, Riyadh Bank, Riyadh Airport, MOF, Istedamah, Awqaf, MOF, MOH&U, Matarat, KBR, SAB Bank, Huawei Global
Riyadh, SA
08.2022 - 01.2024
- Exceeded customer expectations through efficient managed services delivery.
- Proactively managed deliverables, identifying needs and overseeing service delivery.
- Drove client engagements to meet expectations and stabilize program leadership.
- Developed governance processes ensuring SLA adherence and 24/7 support mechanisms.
- Initiated monthly reviews to enhance team KPIs and customer satisfaction.
- Optimized costs to improve profitability and operational efficiency across business units.
IT Service Delivery Managed Services Manager
Dimension Data
Riyadh, SA
08.2021 - 07.2022
- Maintained high customer satisfaction by addressing concerns promptly and effectively.
- Oversaw NOC/SOC/Infra/Network teams, delivering services per agreed statements of work.
- Executed incident management and root cause analysis with corrective action plans.
- Facilitated weekly Change Management CAB meetings to ensure smooth transitions.
- Established and operated NOC and Service Desk for multiple clients efficiently.
- Resolved cross-functional project issues, ensuring timely updates to stakeholders.
Senior Service Delivery Manager
Total IT Global, APAC Region, New Delhi
New Delhi, APAC Region
03.2020 - 05.2021
- Size: 120 resources, Global Clients, APAC Region
- Environment: ITIL Services Proficient: Consulting, Incident, Problem, Change, Release, Service Desk, NOC, SOC, EUC, Field Support, Networking, Transformation Services, Installation& Deployment Services, Continual Service Improvement, SLA, KPI's
Service Delivery J2
Unisys India Pvt. Ltd., Bangalore
Bangalore
01.2019 - 03.2020
- Size: 48 resources, Global Clients, US & Canada
- Environment: ITIL Services Proficient: Incident, Problem, Change, Release, Service Desk, Transformation Services, Installation & Deployment Services, Continual Service Improvement, SLA, KPI's
Lead for RAN, NOC
Huawei GDC, Bengaluru
Bengaluru
12.2018 - 01.2019
- Environment: ITIL Services Proficient: Incident, Problem, Change, Release, and Service Desk Managed Services
Hybrid Service Delivery Manager
Ericsson Global, Gurgaon
Gurgaon
05.2013 - 05.2018
- Environment: ITIL Services Proficient: Incident, Problem, Change, Release, and SD
- Managed operations and led a team of over 121 resources that included SMEs, BSS Lead, TX Lead, Regulatory Lead, NOC Lead, Warehouse Lead, Spare Management Lead Cluster In charges & Field Engineers.
- Developed, drove, and monitored project delivery timelines and Budgeting (Opex & Capex)
- Monitored reporting of the progress of projects to all the stakeholders internal and external.
- Ensuring Healthy NW Availability to meet Business requirement by driving the field teams through Subject Matter Experts (SME's)-Utility, Fiber & BSS/TX/CORE/FA/Regulatory Leads/Quality Team
- Execution of Grow Degrow Plans, Definition of Neighboring cells, High Utilization TR
- Driving Department Heads for timely PM activities closure/Regulatory activities/Audit & Quality initiatives
- Ensuring TRAI Drives, EMF surveys & MRO Testing
- Managed Field Escalation, Conflict Management, Resource Management, Vendor Management, IP Colo issues
- Liaises with subcontractors and 3rd parties to resolve faults. RCA follow up. Conducted reviews on operational dashboards and weekly internally & monthly. reviews with customer
- Monthly SLA Sign off with Customer and Outage Vett and Bucketization
- Continuous Business and Operations Improvement plan with BCP planning.
- Led restore normal service operations as quickly as possible to minimize the impact to business operations, reducing downtime and increasing operational effectiveness.
- Ensured the solutions were delivered to the customer and prepared in a professional manner according to signed SLAs. P1/P2 e2e Management.
- Manage Planning, Survey (TSSR), Implementation, Acceptance as per agreed Budget and timelines for the Sites assigned him of the concerned Project.
- Manage the activities for site Survey, Installation, Integration, and for Quality check randomly with their teams and with the customer as per agreed and locked international standards with the customer.
- Ensure to meet the Timeline of Project as per agreed PIP with the customer.
- Manage and monitor their staff team for timely issuance of POs from the customer and submission of all desired reports in time to the customer.
- Ensure to meet the target and close monitor the progress of Hardware installation along with looking after End to End media clearance and commissioning and integration of sites.
- Looking after equipment processing & inventory
- Managing all the activities involve in deployment starting from attending to customer meetings, movement of teams, ensuring completion of sites, final reporting regarding Site implementation Plan and DPRs (Delivery & Acceptance) after work completion in every day to concerned management and the customer as per their prerequisites.
- Preparing Quality Audit Reports, On validations
- Recognizing process deficiencies and implementing effective solutions.
- As a project owner ensuring project execution with responsibility for managing technical risks throughout the project.
Core Engineer
Ericsson India for Ericsson & Huawei, Gurgaon
Gurgaon
11.2011 - 04.2013
Education
M.B.A. - Information Technology & International Business
BVP
Pune07.2023
Bachelor of Engineering - undefined
SSM CET, University of Kashmir
Srinagar10.2011
Skills
- Command Centre, Telecommunication Core, BSS, 2g,3g,4g, RAN, Huawei 3600, RBSC 6900, RNC 6910, NOC Establish & Monitoring, MW, Service Desk, BMC Remedy, NOC Tools ITSM Core Network, IT Infra Support, EUC, AWS Cloud, U2000, M2000, OWS, Alex, HPSM, Data Centers Ticketing Tools, ServiceNow, XSOAR, SolarWinds, VM's, Servers, Microsoft Office (Word, Advanced Excel, Power BI & PowerPoint)
- Managed Services Delivery Key Performance Indicators (KPIs) P&L/Cost Optimization/Strategic Development Stakeholder Management Budgeting & SOW Customer Management & Retention Service Desk & Customer Satisfaction Communication Skills Service Level Agreements & Governance Revenue Growth & Cost Optimization Transition Time Management, SLA's, Asset Management, Power BI
- NOC & SOC Managed Services End User Compute Managed Services Infrastructure Managed Services Incident, Problem & Change Management Escalations & Service Desk Application Managed Services Digital Transformation & Automation Ability to Work in a Team Ability to Multitask Presales, RFP & Business Development SOW & Scope Management Project Management Institute (PMI) Methodology Project Planning & Implementation Commissioning & Integration Risk Identification, Planning & Mitigation Hiring, Onboarding & Resource Management Leadership Operations Excellence & Business Analysis International Standards ITIL ITSM Regulatory & Statutory Compliance Telecommunications Managed Services Latest Technology Solutions Process Management
- Team Collaboration & Value Creation Team Management Site Surveys & Acceptance Testing Installation & Deployment Technical Service s Relationship Management Restoration of Services Conflict Management Decision Making Service Provider Management Amazon Web Services Procurement Management People Management & Goal Settings Transmission Vendor Relationship Management Vulnerability Assessment Penetration Testing
Accomplishments
· Achieved 99.99% Availability & Agreed SLA from existing to agreed KPI’s & First Call Resolution 60%
· Restoration of Entire RAN N/W after Floods in J&K Kashmir in 2014
· Build & Run NOC for Multiple clients in KSA. Establishing Command Centre & Service Now Implementation
· Transition of Core, BSS & Transmission Telefonica to Huawei Global, Ensuring MTTR & Avilabilities other KPIs are met
· Successful delivery of multi project on BTS and other equipment swapping and new sites commissioning · Setting up of new BU for Unisys Corp as successful unit for US Canada
· Setting up of new BU for Arabic Computers in Telecom Managed · Implemented Automation for DD from Legacy to XSOAR · Identification & Implementation technology solutions Automation for a major IT service provider as monitoring solutions and tier2 self- service portal.
· Implementation of new technologies that improved productivity by 25% & reducing monthly operating cost within 3 months & Supervision of digital transformation strategy & Application and Platform modernization from End-of-Life legacy to cost efficiency.
· Setting up Continuous Service Improvements and technical services improvements plans.
· Transformation from reactive to proactive remediation, Improving overall efficiency from 19% to 69%.
· Reducing Backlogs 1000 incidents to 35 incidents on monthly basis.
Certification
- CCNA R&S, 2011
- Ericsson Certified for IP Technology, 2016
- ITIL V3 Foundation, 2018
- Training and Certification in Effective Problem-Solving and Decision Making, 2019
- PMP Certified from PMI, 2020, Agile Certified
- Amazon Cloud Associate, 2021
Speed & Quality Award
Ericsson Speed & Quality Award for Recognition of Services IN Managed Services Delivery
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Sr Service Delivery Manager
Intersoft KK, Financial Institution
01.2025 - Current
Sr Infrastructure Service Delivery Manager
Financial Institution
07.2024 - 01.2025
Managed Services Service Delivery Manager
Al Rajhi Bank, SAIB Bank, Riyadh Bank, Riyadh Airport, MOF, Istedamah, Awqaf, MOF, MOH&U, Matarat, KBR, SAB Bank, Huawei Global
08.2022 - 01.2024
IT Service Delivery Managed Services Manager
Dimension Data
08.2021 - 07.2022
Senior Service Delivery Manager
Total IT Global, APAC Region, New Delhi
03.2020 - 05.2021
Service Delivery J2
Unisys India Pvt. Ltd., Bangalore
01.2019 - 03.2020
Lead for RAN, NOC
Huawei GDC, Bengaluru
12.2018 - 01.2019
Hybrid Service Delivery Manager
Ericsson Global, Gurgaon
05.2013 - 05.2018
Core Engineer
Ericsson India for Ericsson & Huawei, Gurgaon
11.2011 - 04.2013
Bachelor of Engineering - undefined
SSM CET, University of Kashmir
M.B.A. - Information Technology & International Business
BVP