Welcome to the second Service Excellence Conference for IT Service Leaders in Dubai.

The SDI Middle East team is looking forward to hosting over 200 members of the ITSM community on Sunday 20 October at The Address in Dubai Marina. 

IT professionals from across the Middle East will come together to network, listen to and learn from some of the best speakers on the future of IT service, IT service management, digital transformation, continual improvement, ITIL4 and customer service excellence.

Reserve Your Seat Today!

Tickets to this conference are free of charge

Keynote Speaker

Jeff Rumburg, President and CEO of MetricNet, LLC - the Global Leader in IT Service and Support and Contact Center Benchmarking

Graduate of both Stanford and Harvard Universities, Jeff works with some of the world’s largest service and support organisations. These include iconic companies as American Express, Intel, Coca Cola, and Emory Healthcare. Jeff founded MetricNet on his birthday in 2006 and today, more than half of the FORTUNE 500 rely on MetricNet benchmarks to improve and optimise their performance.

Prior to MetricNet Jeff was President and founder of The Verity Group, a strategy consulting firm with a focus on information technology. Jeff sold this business to META Group in 1998 and took a position at META as Vice President of Consulting. META was later acquired by Gartner, where he also served as Vice President of Consulting.

Keynote Speaker

Barclay Rae, ITSM Consultant & ITIL4 Author

We are delighted to announce Barclay Rae, Director of EssentialSM and itSMF UK, of which he was CEO from 2015 – 2018, as a speaker at this year’s conference.

Barclay is also an associate of SDI and has worked for a number of ITSM organisations delivering strategic ITSM consultancy, as well as media analyst services to the ITSM industry.

He is an ITIL4 Lead Architect and co-author of the SDI certification standards and the current ISO/IEC 20000 revision.

Barclay is a regular speaker at industry conferences and events, in the UK and globally, and was named in the top 25 Thought Leaders in Technical Support and Service Management, 2017 and 2018.

Keynote Speaker

Andrea Kis, Consulting Manager, Deloitte MCS Limited

Andrea is a consultant with great passion for Service Management, Service Integration and Management (SIAM) and Business Relationship Management (BRM).

With 17+ years of practical experience, she prides herself in having a strong understanding of outcomes, demand and customer requirements. She thrives in providing value, business outcome based strategic transformation and strong relationship management.

Prior to consulting, Andrea was an IT Service Desk Manager on a multilingual service desk and worked as a Service Delivery Manager for various organisations in a range of industries and sectors. This hands-on operational experience helps to bring credibility and practical expertise to her consulting role.

She is one of the architects of the EXIN/BCS SIAM Foundation training, and one of the contributing authors of the VeriSM (Service Management for the Digital Age) book.

An active speaker in the UK and around the world, Andrea has presented numerous times at various industry forums, and has contributed thought leadership to several leading industry publications.

SDI19DXB Conference Chair

David Wright, Chief Value & Innovation Officer, SDI

David is the Chief Value & Innovation Officer (CVIO) at SDI and is responsible for creating, curating, uncovering and discovering business value chains for SDI and its customers.

David looks forward to welcoming everyone in the IT and ITSM space in the Middle East to join us for an inspiring and productive day on 20 October 2019.

Conference Host

Nabil Azar, Head of MENA Region, SDI

As well as heading up the MENA team at SDI, Nabil also leads ACIS IT – a fast growing ICT Services & Solutions Provider based in Dubai, UAE. ACIS IT offers comprehensive technological solutions and intelligent services to customers across all industry segments in the region empowering every organisation  to meet the challenges of today’s and tomorrow’s trends with excellence.

Breakout Speaker - IT Transformation

Ata Tak, VP IT Integration and Transformation, Banking & Financial Services

Ata is currently handling the transformation and integration program for the largest bank in the Middle East.

Well known for transforming business and operations by integrating IT with business objectives for maximum shareholder value. With over 18 years experience in banking and financial services,

Ata’s focus is on systems integration and transformation, regulatory change management, process re-rngineering, Robotic Process Automation (RPA), business process optimizations, innovations and alignment of IT strategy with business objectives.

Ruman Muhith

Breakout Speaker - ITSM, Devops & Agile

Ruman Muhith, Service Delivery Manager, Revonic

Revonic has a real focus on clients and supporting them to grow their businesses. As the Service Delivery Manager, Ruman is their first point of contact for 20 clients, which include some of the biggest names in the MENA region, along with some globally recognised household names. Besides being responsible for growing a dynamic annual portfolio currently worth 7 million Dirhams (£1.5 million), Ruman is also responsible for responding to incoming enquiries or escalations, monitoring support, maintenance budgets and contracts, SLAs and overall customer satisfaction.

As the manager of a dedicated support team of web developers, working very closely with project managers and UX strategists, Ruman’s goal is to ensure everyone at Revonic understands what ITSM is and how it relates and works in synch with DevOps and Agile. Revonic now pride themselves on high velocity service management and excellent service standards.

Breakout Speaker - Leadership

James Mathews, IT Geek, Entrepreneur and Coach, Asentiv

Before starting his own successful IT support business, James spent twenty-two years servicing, supporting and expanding clients and companies in the U.A.E. and U.K. James wanted to get more from his current business, in his search he was referred to Asentiv.

After a successful career helping SMEs improve how IT works for their business and not against them, James trained as a coach for Asentiv. James now coaches business owners on how to build their business beyond IT. Giving them more time, more business and more freedom.

James enjoys spending time with his family, sailing and working towards his next challenge which could be anything from teaching his children a new skill to conquering a mountain.

Breakout Speaker - Digital Transformation

Richard Muir, Head of IT Operations & Infrastructure (Operations & Business Support), Chalhoub

Richard is an ITIL v3 Expert always striving to improve. He has designed, implemented, led and managed a variety of IT departments, services and solutions globally. Leading, and involved in, major transformational programmes and also BAU change utilising both traditional waterfall or agile methodologies. 

A speaker at the first SDI conference, Richard will share the next step of Chalhoub’s digital transformation story with us.

Breakout Speaker - Digital Transformation

Omar Harara, Service Desk Manager, Information Technology Center, University of Sharjah

Omar will be sharing with us his work ‘Beyond Service Desk’ at the University of Sharjah where their service desk is the heart of Service Management providing bi-directional communication with users and updating them with the new initiatives and changes. The service desk also plays a key part of in early lifecycle of service provisioning to provide an extraordinary experience to customers.

Omar is a seasoned IT strategist known for developing innovative solutions for clients through well-driven projects and programmes. Adept at interacting with clients to collate and evaluate requirements for developing customized IT solutions as well as upgrading existing IT solutions based on technological upgrades in field of operations. Omar is skilled in overcoming complex business challenges.


With Thanks To Our 2018 Sponsors



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