إيمان Abdel Karim

Is Responsible For:
• Managing the end-to-end delivery process, overseeing project planning, execution, and delivery to ensure on-time and high-quality product releases.
• Defining project scope, objectives, and deliverables in collaboration with senior management and stakeholders.
• Developing comprehensive project plans, including timelines, milestones, and resource allocation.
• Identifying and assessing project risks and developing mitigation strategies.
• Leading cross-functional project teams, including developers, analysts, testers, and consultants.
• Facilitating effective communication and collaboration among team members.
• Acting as the primary point of contact for clients, ensuring their needs and expectations are met.
• Allocating and managing project resources effectively to meet project objectives.
• Regularly communicating project status, risks, and issues to stakeholders and senior management.
• Ensuring project deliverables meet client requirements.
• Continuously evaluating and improving project management processes and methodologies.
• Implementing best practices and lessons learned from previous projects.
• Promoting a culture of continuous improvement and innovation within the project teams.
• Facilitating problem-solving discussions and decision-making to resolve conflicts and roadblocks, ensuring a smooth development process.
• Leading retrospective sessions to evaluate project outcomes, gathering feedback from team members, and identifying areas for improvement.
• Implementing and maintaining quality assurance processes to ensure that software products meet defined standards and specifications.

Was Responsible For:
• Managing a portfolio of projects to achieve revenue, cost, and customer satisfaction goals.
• Leading, managing, and motivating a large, diverse team of 30+ ICT professionals, including project managers, solution architects, developers, designers, QC engineers, and analysts, to deliver multiple projects.
• Providing mentorship and guidance to junior project managers and team members.
• Conducting performance evaluations and providing coaching and mentoring to team members.
• Communicating with stakeholders to understand project requirements, scope, and timelines.
• Developing and managing project budgets, ensuring cost control and optimal resource utilization.
• Conducting risk assessments and implementing risk mitigation strategies to minimize project delays and cost overruns.
• Monitoring project progress, identifying issues and risks, and developing and executing corrective actions.
• Managing budgets for project-allocated resources.
• Conducting regular financial reviews and reporting on project financial performance.
• Coordinating with cross-functional teams, including product management, engineering, design, and quality assurance, to ensure project goals are met.
• Developing and maintaining strong relationships with key stakeholders, including executives, clients, and vendors.
• Managing client relationships and fostering long-term partnerships.
• Utilizing Agile methodologies to ensure on-time delivery of project milestones.
• Playing the role of Scrum Master, planning for releases and sprints, conducting stand-ups and retrospective meetings.
• Coordinating delivery and implementation on the client side.
• Managing project closure, including extracting lessons learned and obtaining project sign-off.
• Working in parallel with technical heads to define team training objectives based on each employee's qualifications to match job needs.

Was Responsible For:
• Developing and maintaining project plans, budgets, and schedules.
• Managing business development and client relationships.
• Managing project teams and encouraging skill development among team members.
• Providing performance feedback to team members.
• Monitoring and controlling all project activities.
• Managing project closure, including extracting lessons learned and obtaining project sign-off.
• Supervising a technical team of 20 developers, 5 customer service agents, 3 QC engineers, 3 IT engineers, 1 DBA, and 3 account managers.
• Managing the delivery of IT services to multiple clients, ensuring high levels of customer satisfaction and retention.
• Developing and implementing service delivery processes, policies, and procedures, increasing service quality and reducing SLA violations.
• Leading a team of service delivery professionals, including service desk analysts, technical support, and account managers, aligning their performance with business objectives.
• Conducting regular service reviews with clients, identifying areas for improvement, and developing action plans to address service gaps.
• Managing service delivery risks and issues, implementing mitigation strategies to minimize service disruptions.
• Creating and measuring subordinates' monthly KPIs, allowing for periodic updates based on business needs.
• Working in parallel with the HR team to define operations team training objectives based on each employee's qualifications to match job needs.
• Planning and deploying change requests according to pre-defined protocols.
• Handling all operation-related deficiencies that could cause collection delays.
• Playing a role in issuing new contracts by applying historical data and considering work volume and technical issues.
• Creating a methodology to ensure quick responses to logged tickets on the service desk.

Was Responsible For:
• Achieving CMMI Level II.
• Developing IT-Fusion QMS for support processes.
• Fulfilling IT-Fusion QMS for development processes to align with the CMMI model.
• Implementing CMMI practices.
• Training colleagues and instilling a quality-focused culture within the team.
• Developing KPIs (Key Performance Indicators) to optimize staff efforts in meeting company objectives.
• Creating status reports to provide management with deep insights into support activities and to enhance customer communication.
• Establishing a 1st line support department to maximize 2nd line support team productivity.
• Developing a process for customer follow-up using customer-oriented scripts.
• Developing an efficient process for the support team to guarantee minimal response time to logged tickets.
• Establishing an Account Managers department to maintain customer follow-up and represent customers at IT-Fusion.
• Creating and measuring subordinates' monthly KPIs, allowing for periodic updates based on business needs.

Was Responsible For:
• Creating and monitoring project plans and maintaining them according to CMMI processes.
• Managing customer project delivery.

Was Responsible For:
• Working as an Oracle developer on an ERP system, specializing in Inventory, Accounts Payable (AP), Accounts Receivable (AR), Purchasing, Cash, and Order Management applications.