Arabic
Souleiman Hassan
IT Service Manager
Riyadh,Riyadh Province
Summary
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
5
5
years of professional experience
4
4
Certificates
3
3
Languages
Work History
Solution Engineer
Moneythor
07.2024 - Current
- Automated data collection activities to increase productivity, boosting productivity.
- Improved customer satisfaction by designing and implementing tailored solution engineering strategies.
- Led post-implementation reviews to ensure ongoing alignment between client needs and delivered solutions, fostering long-term partnerships built on trust and mutual benefits.
- Conducted process improvement meetings to solicit, clarify and document business technical requirements.
Technical Customer Success Manager
Moneythor
01.2023 - 07.2024
- Led project implementations for traditional, digital banks, and Fintech companies across the GCC region.
- Participated in process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Onboarding Manager
Leader Investment Group
02.2022 - 01.2023
- Managed and led all SaaS products' onboarding activities from point of sale to product adoption.
- Established and created plans/metrics for successful product implementation.
- Conducted client demonstrations and gathered requirements to understand customer needs in order to align with product implementation.
- Managed and streamlined the support and customer success activities of products.
- Implemented a scalable Customer Support Process
Service Delivery Manager
Leader Investment Group
09.2021 - 02.2022
- Facilitated completion of deliveries and verified documentation.
- Coordinated among multiple stakeholders to gain consensus on major project milestones and prioritization goals.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Managed and participated in the creation of multiple different IT Products/Solutions.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Implemented and supported Product and Services at client site.
Junior Service Delivery Manager
Leader Investment Group
01.2021 - 09.2021
- Collaborating with Customers and Development teams to determine service needs and oversee the delivery of the service within the context of the business.
- Maintaining and developing client relationship by focusing on building long term relationships and success stories.
- Assessing customer feedback and using creativity to establish, improve, and refine the offered services.
Customer Success Executive
Survey2Connect - 4Sight Research and Analytics
12.2019 - 04.2020
- Worked as resident engineer for the SaaS platform Survey2Connect on client premise - General Authority of Zakat and Tax.
- Responsible of customer support and satisfaction, and main point of contact for both remote and on-premise clients.
- Responsible of requirement gathering, documentation, and coordination with the offshore development team to ensure delivery of requirements.
- Participated in software testing processes, bug reporting and fixes, and regular software updates.
- Conducted regular demos and training sessions for clients on the use of Survey2Connect.
Education
Bachelor of Science - Information Technology
Islamic University of Madinah
Madinah, Saudi Arabia 01.2014 - 2019.01
Skills
- Object Oriented Programming
Certification
ITIL 4 Foundation
Timeline
Solution Engineer
Moneythor
07.2024 - Current
Technical Customer Success Manager
Moneythor
01.2023 - 07.2024
Onboarding Manager
Leader Investment Group
02.2022 - 01.2023
Service Delivery Manager
Leader Investment Group
09.2021 - 02.2022
Junior Service Delivery Manager
Leader Investment Group
01.2021 - 09.2021
ITIL 4 Foundation
11-2020
Customer Success Executive
Survey2Connect - 4Sight Research and Analytics
12.2019 - 04.2020
IELTS Academic Certification: Overall band score 6.5
02-2019
Certificate of Participation - The 3rd National Computer Colleges Conference (Programming Competition)
10-2018
Certificate of Participation - The 2nd National Computer Colleges Conference (Programming Competition)
02-2017
Bachelor of Science - Information Technology
Islamic University of Madinah
01.2014 - 2019.01
Languages
Excellent
English
Excellent
Somali
Excellent
Similar Profiles
NOUFAL ANOUFAL A
Secretary Assistant at AL-Qassimi'ahSecretary Assistant at AL-Qassimi'ah
Nada Abo Al-NajaNada Abo Al-Naja
Product Marketing Expert at Specialized By StcProduct Marketing Expert at Specialized By Stc
FIRNAZ RIZVIFIRNAZ RIZVI
Operations Manager at H&M, Alshaya GroupOperations Manager at H&M, Alshaya Group