Ali Hussain
Althunayan
IT Service Management Leader · Digital Transformation Specialist
IT Service Management (ITSM) Leader with 10+ years of experience designing and optimizing enterprise IT services across landmark projects in Saudi Arabia and the Gulf — including NEOM, Ithra, Sadara Chemical Company, and Baker Hughes. Proven ability to establish ITSM frameworks from the ground up, drive measurable efficiency gains through automation and AI adoption, and influence cross-functional stakeholders. Deep expertise in SLA design, vendor management, cybersecurity compliance, and digital transformation.
Key Achievements
42 staff-hours saved automating bulk transcript generation — 158 transcripts from 20 min each to under 4 minutes total.
Built NEOM's school IT Help Desk from zero on ServiceNow — workflows, SLA definitions, escalation paths & dashboards across 3 divisions.
Upskilled 5–7 non-technical staff in AV setup, asset inventory & documentation — eliminating single-point-of-dependency on IT leadership.
Supported 2,000+ employees at Baker Hughes Gulf-wide (Bahrain, Kuwait, Qatar) — ranked Top 3 in regional ticket resolution.
Pioneered AI video content (HeyGen) for IT knowledge sharing — professional educational content without traditional recording infrastructure.
Work Experience
- Spearheaded IT service strategy across ECC, PYP, and MYP divisions — overseeing Tech Support, AV Support, and Events teams.
- Architected and deployed school IT Help Desk on ServiceNow — ticketing workflows, SLA definitions, escalation paths, and dashboards.
- Partnered with vendors and senior stakeholders to align IT systems with NEOM's Vision 2030 digital transformation roadmap.
- Authored governance-aligned documentation: IT service catalogs, asset tracking systems, and weekly technical leadership reports.
- Managed large-scale deployment of 1,000+ Apple devices (Apple Classroom, Toddle); built scalable support frameworks and governance documentation.