At AD Ports Group, I lead Digital Care services focused on improving the digital employee experience across corporate offices, ports, economic zones and logistics locations. I oversee incident and service fulfilment performance, executive support, and service quality.
I led the ServiceNow migration and operational adoption, enabled a Virtual Agent and Microsoft Teams chatbot integration, and implemented AI-based incident classification and routing that reduced manual workload by approximately 20%. I also established a ServiceHub knowledge base of 47 articles.
Through portal automation, usage analysis, governance and commercial optimization, I delivered more than AED 500,000 in annual telecom cost savings. Earlier at AD Ports Group, I led Service Desk Operations and supported teams across Field Engineering, IT Asset Management, VTS, Ports Special Systems and Data Center Support.
