Mohamed Amine Moussaid

Deliver IT Governance, Digital Strategy, and ITSM consulting services for public-sector and enterprise organizations, supporting alignment between business objectives, IT capabilities, and regulatory requirements. Lead and support ITSM initiatives with strong focus on Change Enablement, process definition, optimization, and operational readiness, ensuring sustainable adoption. Design and implement IT Governance frameworks aligned with COBIT 2019, ISO 38500, ITIL 4, ISO 20000, and Saudi national frameworks (DGA, NCA, SAMA, where applicable). Conduct IT risk and control assessments, identifying key risks, governance gaps, and mitigation actions to support informed executive decision-making. Define and enhance governance and management processes, including decision domains, accountability models, and performance mechanisms to improve transparency, compliance, and service effectiveness. Work closely with senior stakeholders, executive management, and technical teams to translate strategic and regulatory requirements into actionable, measurable outcomes. Support organizations in process maturity improvement, operational efficiency, and establishment of sustainable governance operating models.

Led advisory and delivery engagements for government and large enterprise clients, focusing on digital governance, ITSM, GRC, and service quality improvement. Designed and implemented IT & Digital Governance frameworks aligned with COBIT 2019, ISO 38500, ITIL 4, and Saudi regulatory frameworks (DGA, NCA, and sector-specific requirements). Led GRC and compliance initiatives, supporting alignment with national policies and international standards (ISO 20000, ISO 9001), and strengthening decision-making, accountability, and risk management. Developed digital service quality models covering usability, reliability, continuity, and performance, tailored to public-sector and regulated environments. Managed end-to-end transformation programs, from initiation and assessment through target-state design, implementation, and knowledge transfer, using PMP-based project governance. Advised clients on cloud migration strategies, operating model readiness, and policy alignment with Saudi national digital objectives. Contributed to proposal development, presales activities, and mentored junior consultants on governance, ITSM, and service quality practices.

Contributed to large-scale public-sector digital transformation initiatives in Saudi Arabia, supporting alignment with Vision 2030 objectives through the adoption of structured IT governance and service management practices. Led and supported IT Governance and ITSM framework design and implementation for government entities, including Riyadh Municipality and other public organizations. Designed and implemented ISO 20000–aligned ITSM frameworks, including service management processes, governance structures, and operating models. Played a key role in the design and implementation of Service Management Offices (SMO) and service governance mechanisms to improve service quality, accountability, and performance visibility. Supported ServiceNow IRM implementation initiatives, contributing to risk, control, and compliance structuring in regulated environments. Customized and operationalized COBIT 2019–based governance frameworks, aligning governance objectives, decision domains, and management practices with organizational needs. Worked closely with client leadership, IT teams, and delivery partners to ensure practical adoption of governance and ITSM practices. Supported assessments, roadmap definition, implementation follow-up, and knowledge transfer to internal teams. Key focus areas: IT Governance · ITSM · ISO 20000 · COBIT 2019 · ServiceNow · Public Sector Transformation · Operating Models

Supported ONEE (National Electricity & Water Utility) within a large-scale Smart Grid and smart metering modernization program, delivered in collaboration with ATOS. Contributed to organizational change management activities, supporting the transition toward digital and smart infrastructure operating models. Defined target IT and operational organization structures to support the operation and maintenance of smart grid and smart metering solutions. Analyzed the organizational and process impact of the Smart Grid initiative across business units, IT, and operational teams. Contributed to the definition of change management strategies, including communication, stakeholder engagement, and adoption planning. Supported PMO activities, including review of project deliverables, governance documentation, templates, and reporting aligned with PMP best practices. Assisted program leadership in strengthening coordination, structure, and delivery discipline across a complex, multi-stakeholder program. Key focus areas: Change Management · PMO · Digital Transformation · Utilities · Smart Grid · Organizational Design · Stakeholder Engagement

Managed end-user service delivery and user productivity scope for the STMicroelectronics Morocco site, ensuring stable and high-quality IT services in a manufacturing environment. Led incident and service performance management, contributing to a rapid improvement of SLA and KPI results from red to green within two months. Worked extensively on ServiceNow, designing and customizing dashboards and reports to improve visibility, monitoring, and decision-making for end-user services. Supported daily operations using BMC Helix, ensuring effective incident handling and coordination in a complex industrial context. Played a key role in the transition to a new ITSM platform, supporting cutover activities, operational readiness, and user adoption. Collaborated closely with business users, IT teams, and service providers to ensure service continuity, responsiveness, and continuous improvement. Applied ITIL-aligned practices and continuous improvement principles inspired by Lean / Six Sigma within a manufacturing environment. Key focus areas: IT Service Delivery · ITSM · ServiceNow · SLA & KPI Management · Incident Management · Manufacturing IT

Supported OCP Digital leadership in a large-scale digital transformation program, contributing to the structuring and execution of the ITSM workstream. Accompanied new program and project management leadership during onboarding of the ITSM initiative, ensuring clarity of scope, objectives, and governance. Reviewed and assessed IT service management elements (processes, policies, objectives, and deliverables), identifying gaps and improvement opportunities aligned with best practices. Advised process owners and operational teams on ITIL-aligned practices, roles, and responsibilities, supporting awareness and adoption. Supported the deployment of Micro Focus SMAX and UCMDB, working closely with the project team on process alignment, data, and operational readiness. Advised on change impact analysis, risk assessments, and organizational change requirements, supporting cultural and operational adoption. Assisted infrastructure, data center, and application teams in defining operational requirements and service integration. Contributed to the design and adoption of a service catalog, advising on service structure, dependencies, and governance considerations. Key focus areas: ITSM · Service Catalog · Change Enablement · IT Governance · Micro Focus SMAX · UCMDB · Enterprise Transformation

Delivered professional training and workshops in IT Service Management, IT Governance, and Project Management, including ITIL, COBIT, and PMP. Trained and coached IT professionals, project managers, and consultants across multiple organizations in Saudi Arabia and Morocco, supporting capability building and practical adoption of best practices. Adapted training content to organizational context, sector, and maturity, combining frameworks with real-life delivery, governance, and PMO examples. Supported organizations in strengthening governance, service management, and project delivery capabilities, enabling more effective execution of transformation initiatives. Provided post-training guidance and mentoring, helping participants translate training concepts into practical implementation and operational improvement. Key focus areas: ITIL · COBIT · PMP · IT Governance · ITSM · Project Management · Training & Coaching · Capability Building

Supported Ericsson WCDMA / UTRAN networks for a major telecom operator, contributing to network rollout, expansion, and operational stability. Participated in RAN rollout and upgrade activities, including capacity expansion, re-homing, IP integrations, and carrier implementations. Executed software and hardware upgrades (licenses, RAXs, TX), ensuring service continuity and compliance with technical standards. Configured, activated, and tested UTRAN Quality of Service (QoS) features to support network performance and reliability. Provided maintenance and advanced troubleshooting for RNC-related issues, including degradation, integration, and general operational incidents. Delivered 24/7 emergency support and coordinated issue resolution with global support centers (Finland, Canada, Australia, Spain). Used specialized diagnostic and scripting tools to analyze issues and support resolution. Key focus areas: Telecom Operations · Network Support · Incident Resolution · Global Support Coordination · Service Reliability

Participated in the deployment and commissioning of CDMA wireless networks, supporting national and regional telecom operators. Implemented and commissioned access and packet core components (BTS, RAC, PDSN, firewalls), from installation through acceptance. Supported interconnection, testing, and acceptance activities, ensuring network readiness and service stability. Maintained and troubleshot access and packet-switched core networks, addressing radio and core-related incidents. Performed hardware and software upgrades, supporting network evolution and operational continuity. Worked in coordination with field teams and technical stakeholders to ensure reliable service delivery in live network environments. Key focus areas: Wireless Networks · Network Deployment · Operations & Maintenance · Troubleshooting · Service Reliability