Transformation Project Manager/Service Delivery Manager
DotCy
Total years of experience :23 years, 11 Months
Responsible for and managing delivery teams (Onsite and Offshore) for the following business transformation projects:
• Etisalat UAE CRM Transformation, End to End process leaning & transformation, Dubai.
• Ferrari World CRM, Abu Dhabi.
• The Louvre Museum CRM, Ticketing and payment solution, Ministry of tourism Abu Dhabi.
• Daman Health Insurance business and process transformation.
• Followed Agile/Scrum and Waterfall delivery methodologies.
• Participated & managed projects in KSA, UAE, Turkey, Egypt, Jordan, Qatar, and Kuwait.
• Led onsite and offshore teams to deliver the assigned projects.
• Played the role of solution manager as a contact point between business and IT to translate business requirements to technical requirements and solutions.
Key Responsibilities:
• Work with the clients to understand project Scope, objectives and approach.
• Effectively manage client expectations to ensure projects are on time, on budget.
• Provides single point of contact for assigned projects.
• Create project scope, estimation, and project plans.
• Manage project resources, expenses, and budget.
• Identifying risks and mitigation plans for each risk.
• Handle day-to-day projects activities, meetings, and communications.
• Define, develop quality assurance procedures and end user test plans.
• Ensure all tests are conducted according to the agreed standards with the customer.
• Ensure all documentation accurately reflects the status of changes and outstanding issues so that business requirements reflect application features and functions.
• Build and maintain an excellent relationship with internal and external clients.
• Conduct UAT and acquire sign offs.
Projects:
• Bupa Arabia Insurance, KSA. CRM and core Insurance transformation.
• Ahli United Bank, Kuwait.
• Kuwait Finance House, Kuwait. CRM, Mobile banking and Internet banking.
• Saudi Holandi Bank, KSA. Loyalty.
• Qatar First Bank, Qatar. Mobile and Internet banking.
• Jordan Islamic Bank, Jordan. CRM.
• Qatar Development Bank, Qatar. CRM and process automation.
• Barclays Bank, UAE. CRM and process automation.
• SAIB Egypt, Cairo. Mobile, Internet banking, and payment integrations.
• National Bank of Kuwait. CRM and process automation.
Work as Technical . Consultant / Project Manager for UAE - Abu Dhabi.
Responsibilities:
- Build a strong & trusted relation with the clients.
- Work as a point of contact during all the project phases between sales team, business and technical.
- Supports the sales team by understand customer’s current application portfolio and suggest new services to the customer.
- Share in POC & presales activities for CRM & ECM & SharePoint.
- Create project scope, estimation, and project plans.
- Follow up project status, Tasks, and develop progress reports.
- Handle day to day project activities till signing off.
* Out sourced CRM Business analyst / Project Manager at Etisalat Misr.
* Responsibilities: - Communicate positively in order to facilitate customer receive the expected service and satisfy his needs.
- Discover, document and analyze business processes and map it to technical systems to solve business problems.
- Gather and analyze CRM system and business requirements.
- Review and Approve CRM design.
- Determine the impacted systems and discuss with its owners the suggested solutions.
- Complete the impact analysis document and take the effort from all the system owners.
- Approve the impact analysis document from the business owner.
- Perform the data migration to CRM for broadband systems.
- Create project estimation and project plans.
- Follow up the project status, develop the progress reports.
- Handle the UATs and customers approval.
- Handle day to day projects activities till signing off.
* Achievements: - Built and maintained an excellent relationship with client end users, key stake holders and partners.
- Raised customer satisfaction.
- Led an on-track, on-budget, seamless delivery of CRM system.
- Perform the data migration to CRM with excellent accuracy.
- Solve many business problems during the integration with CRM.
* Working as a CRM project leader, acting as a project manager and presales consultant.
* Responsibilities: - Respond to CRM RFPs, deliver presentations, demos, POCs and proposals.
- Discover, document and analyze customer business processes.
- Gather core business requirements and map it to technical requirements.
- Architect and Design CRM to meet customer requirements.
- Architect, Analyze, and design the CRM add-ons.
- Create the project estimation and project plans.
- Follow up the projects status, develop the progress reports.
- Technically supervise and mentor a team of CRM developers.
* Achievements: - Architect and Design a big CRM implementation for one of the top real estate developers in the Middle East and its integration with ERP.
- Successfully introduced and managed converting real estate implementation to a product called Real Estate Express.
- Led a team of 14 developers to deliver the implementation.
- Discover and report a CRM bug that led to issue a hot fix from Microsoft.
- Built and maintained an excellent relationship with client end users, key stake holders and partners.
- Key participant in sales and presales process for new projects.
* Working as a software coordinator in the R&D team.
* Responsibilities: - Contribute in the decision making process on what tools will be used by mapping customer business requirements to technical solutions based on the candidate tools features.
- Contribute in the business requirements gathering.
- Contribute in the analysis and design phase of Orascom Telecom Gateway.
- Contribute in the architecture and design of class diagrams, DB schema, use cases, and documentation for the project.
- Responsible about design, code & test the visitor classes for the selected open source tools.
- Mentor and supervise team of senior software developers to accomplish the project phases.
* Achievements: - Satisfy customers' needs through select the most appropriate tools to perform their business based on their requirements.
- Make a generic design can be integrated and updated easily.
- Improved team collaboration and enhanced productivity, with better document sharing, schedule monitoring, and tasks tracking.
- Collaborate with other teams to deliver the project 2 months earlier than its planned time.
Attended the opening and soft lunch of the company.
Application Developer in the Application Development Department.
Support Developer for one of the top most 10 fortune companies in the world located In USA, EDS - General Motors - (GM North America).
Responsibilities:
- Receive change requests and transform business requirements to technical requirements.
- Analyze, Design, Develop, Update, and Test the internal web based applications for GM facilities in USA & Canada.
- Identify, troubleshoot, and solve technical problems across GM web based application.
- Extract all requested reports from the production environment using VPN connection daily, weekly, and monthly.
- Prepare test plans, create & run test cases, and develop the project documentation based on the agreed processes and ISO bases.
- Communicate positively in order to facilitate customer receive the expected service.
Administrator for GM content server ‘Stellent Content Server’.
Design, Develop, Implement and customize Microsoft CRM.
Support for call center projects that use Microsoft CRM.
Perform requirements gathering, system analysis and design for internal and external call center clients.
Develop functional & business requirements specifications, use cases, test cases, test plans and project documentation for the assigned projects.
Developer and support for Telecom Egypt CRM (E-Point).
Developer and support for Xceed contact center applications (inbound and outbound applications).
- Java and object-oriented programming Instructor.
- Programming and DB concepts Instructor.
- Web development and web design Instructor.
- Supervisor for the trainees graduation projects (Desktop, Web and OLap).
- Java and OO (Object Oriented) programming Instructor.
PMP exam preparation.
- MS Dynamics CRM V. 1.4.
MS Dynamics CRM V. 1.2.
Nov. 2001 - Apr. 2002 MCIT program * Preparing for Sun Microsystems Certificate exam for java. * Preparing for MCSE Certificate from Microsoft.
1996-2000 Ain Shams University * Bachelor's Degree in Commerce With specialization in Accounting.