Jumana Parveen

Exploring start-up venture in personal growth industry, specialized in Training & Coaching. Co-establishing Vision, Mission, Strategy, Oversight, Monitoring of Execution of multiple functions (CRM, Product Design, Development and Delivery, Staff Acquisition and Performance Management, Budgeting & Account Management, Business Performance Management).

Strategy & Vision | Change Management Strategy & Control |Program Management, Stakeholder Engagement & Communications

Program: TAAM | Program Budget: AED 750+ Mn

• Championed in-house Organizational Change Management methodology through its life cycle by identifying stakeholders, conducting change impact assessments, communications planning and execution, change measurement, consulting and coaching initiators for institutionalizing change management practices within the organization.
• Supervising end-to-end service delivery, assurance/ compliance to standards for services going live while inducing customers about the change and innovation.
• Liaising with more than 500+ internal & external stakeholders and drive consensus across multiple parties, with thorough understanding of the political climate of the project, while reporting to the Director - Change Management, Delivery and Integration
• Defining and tracking critical success factors like client satisfaction, adoption rate and maintaining alignment with client’s specific needs to accelerate results on large, complex changes and high-risk initiatives.

With the formation of the centralized Change and Release Management Practice framework under Enablement & Assurance work stream, I was chosen to function as a Senior Change & Release Manager to manage the transition of all journeys, products and services in agile manner, yet protecting the integrity of live services.

In my role, I am in charge of governing and providing insight to service delivery value chain activities, which entails:

•Collaborating with multiple work streams, spanning more than 30+ vendors on the floor (including Director/s, Delivery Manager/s, Product Owner/s, Product Manager/s & Scrum Master/s) on their planned releases, production hot fixes & enhancements.
•Evaluating complex, medium and high risk changes, overlooking the testing, scheduling & roll-out, minimizing impact to live services via minimum viable change controls.
•Continual refinement to Change Management Process, Release Management Framework, Policies, SOP's validating the completion of quality change records and constantly re-visiting stage-gate criteria's in line with changing business needs.
•Facilitating and enabling on-time milestone delivery by reviewing and validating all Release Artefacts bundle and their appropriate authorities sign-off, prior to releasing.
•Providing management information in the form of Process KPIs, refining same, as and when required.
•Leading & Conducting Post Implementation Reviews (PIR) or Retrospectives (as applicable)
•Leading continual service/process improvements to increase the effectiveness and efficiency of process performance, aligned with strategic goals of TAMM Program.
•Mentoring & Coaching individuals for resourcefulness by building knowledge and capabilities within the team.

Management Consultant & Best Practice Advocate for IT division of Johns Hopkins Aramco Healthcare (JHAH), contracted through a third-party company, to be Instrumental in designing and developing frameworks & institutionalizing operating practices pertaining to:

🔹IT Program/Project/PMO Practices Assessment, Embedding Change Enablement within PMO Governance.
🔹Leadership Development Coach and Corporate Workshop Facilitator - A unique 5-month program for emerging leaders using NLP, ADKAR model & Professional Coaching Principles
🔹Revenue Cycle Management (RCM) Project Support.
🔹IT Service Management (ITIL) Trainer, Mentor and Leader.
🔹Operational Excellence (Service Management Office Set Up) & Continual Service Improvement Roadmap formulation.
🔹ISO-IEC 20000 Standards Educator, Program Manager - Scoping, Implementation and Certification Roadmap formulation.
🔹IT Communications & Engagement Blueprint.
🔹Training, Competency Mapping & People Development framework refinement.
🔹ISO-IEC 27001 Standards Consultant - Awareness session & Gap Assessment enablement.

Advisor, Coach, ITSM Process Expert;

Managing on-shore and off-shore resources for Change and Release Management, via Managed Services Contract (AED 900 Mn for end-to-end Operations value chain).

Hired in contract capacity to function as a 'Process Manager' for the 'DX1 - Digital Transformation and Applied Technologies practice which helps businesses and governments harness advanced technologies in pursuit of operational excellence.

Being the first of its kind in the region, TAMM aims to achieve service excellence across the Abu Dhabi Government by moving the service delivery model towards a ‘journey’-focused approach - a unified Government model where all government entities work together to offer an integrated and exceptional customer experience in the Emirate.

In this role, I was charged with:

• Developing, implementing and managing complex processes within the Program in accordance with the Service Management Model based on ITIL best practices
• Managing e2e life cycle ownership of one or more ITSM processes including evaluation, design, execution, measurement, monitoring and controlling one or more operational processes
• Ensuring delivery and undertaking complex problem solving/analysis and recommend improving/enabling solutions. Delivering core service management/ITIL processes across all business units, spanning problem, change, configuration and release management.
• Production of management information (MI) through the definition of CSFs and KPIs, that align with organisational goals for the processes within area of responsibility
• Automating the processes via available tools to reduce manual effort
• Work collaboratively across all departments of the organization to help improve the management of the processes, and create SOP's where needed.
• Functioning in the capacity of a Process Improvement Manager to identify and drive process improvement by initiating corrective actions and enhancing quality while achieving and maintaining optimal levels of process performance.
• Coordinating interfaces between ITSM processes and other service management processes
• Being instrumental in enabling Agile processes with relevant controls and governance

Personal Growth & Transformation for clients :

•Coaching on an individual basis to tackle the root cause of my clients' challenges, underlying thoughts and emotions to create their desired life
•Devising strategies and zeroing in on tapping the clients' highest potential, to define goals aligned with their inner purpose

•ITIL Process Training (all levels) : I help IT professionals master process improvement methodologies, frameworks and best practices fit to your organizational context.

•Capability Development : I use coaching strategies, tools and techniques to help you build confidence to perform at your best by nurturing the 'human' element of organisational change management.

Emirates Nuclear Energy Corporation (ENEC) is the entity responsible for the deployment, ownership and operation of nuclear energy plants to address the growing demand for electricity in UAE. ENEC places great value on continuous learning in quest for excellence across all aspects of the UAE Peaceful Nuclear Energy Program.

In 2019, was hired as a Consultant in ICT to serve as the Continual Service Improvement Manager for Enterprise Communications, Enterprise Facilities and Human Capital Division.

This involved leading Service Review meetings with Leadership teams; data analysis/ trending and identifying service improvement opportunities for effective & efficient service delivery

•Governed and Controlled Enterprise-level Strategic Projects involving a workforce of 60 nationalities to support vision of Nawah Energy Company.
•Supporting the successful delivery of programs and projects undertaken by Nawah through effective facilitation, tracking providing a comprehensive, prioritized view of all projects and reporting variances for cost, schedule and risk components.
•Advocating championship of Project Management Methodology and Framework assisting Project Managers for adopting best use of PM disciplines to deliver right, first time, at all times.
•Building stakeholder relationships and brokering relationships at all levels, including Project Sponsors, Schedulers, Risk Specialists, Project Managers and Leadership Teams (as applicable).
•Championed Organizational Change Management methodology designed in Nawah by identifying, analyzing, consulting and coaching initiators for institutionalizing change management practices within the organization.

♦ Ensured the functional excellence of Enterprise Change & Release Management process design and implementation.
♦ Ownership of international ChM governance structure including controls, compliance checks and mitigating all findings.
♦ Managed the ECM onboarding project, ensuring global distributed teams complied with a single process framework.
♦ Chaired Enterprise Process Network meetings to align four IT Hubs in Houston, London, Malaysia, and the Netherlands.
♦ Presented Release Management value proposition & re-designed KPIs to ensure successful ‘Service Now’ tool go-live

♦ Appointed to streamline IT service support and delivery practices following a major IT re-organization during 2010.
♦ Devised a 5-year ITSM roadmap for value creation with ITIL best practice framework based on CMMI maturity model.
♦ Formulated a business value proposition incorporating Problem Root Cause Analysis and Knowledge Management.
♦ Designed & introduced a centralized ITSM Process Performance Scorecard based on Balanced Scorecard principles.
♦ Chaired Change Advisory Board meetings and vastly improved IT Change, Release and Configuration Management.
♦ Upskilled and transformed the Service Desk, and implemented a Service Governance Model based upon COBIT 5.0
♦ Involved in 360-degree feedback & reviews of ITSM role job descriptions, including Head of Service Management.
♦ Envisioned sustenance of service offerings by developing Service Governance Charter & ten process practitioner roles.
♦ Designed a Career Framework and IT Academy Model for ITSM specialists as a development path for Emiratization.
♦ Led a cross-functional team of 35, ensuring operational excellence across 400 IT professionals serving 8000 users.
♦ Following implementation of service improvement initiatives, successfully achieved ISO 20000 certification in 2015.
♦ Delivered ITIL Foundation training sessions spanning 45-man hours as part of the IT Academy, saving US$ 90, 000.
♦ Championed a Service Management Centre of Excellence to capture best practice and enable knowledge sharing

♦ Appointed to streamline IT service support and delivery practices following a major IT re-organization during 2010.
♦ Devised a 5-year ITSM roadmap for value creation with ITIL best practice framework based on CMMI maturity model.
♦ Formulated a business value proposition incorporating Problem Root Cause Analysis and Knowledge Management.
♦ Designed & introduced a centralized ITSM Process Performance Scorecard based on Balanced Scorecard principles.
♦ Chaired Change Advisory Board meetings and vastly improved IT Change, Release and Configuration Management.
♦ Upskilled and transformed the Service Desk, and implemented a Service Governance Model based upon COBIT 5.0
♦ Involved in 360-degree feedback & reviews of ITSM role job descriptions, including Head of Service Management.
♦ Envisioned sustenance of service offerings by developing Service Governance Charter & ten process practitioner roles.
♦ Designed a Career Framework and IT Academy Model for ITSM specialists as a development path for Emiratization.
♦ Led a cross-functional team of 35, ensuring operational excellence across 400 IT professionals serving 8000 users.
♦ Following implementation of service improvement initiatives, successfully achieved ISO 20000 certification in 2015.
♦ Delivered ITIL Foundation training sessions spanning 45-man hours as part of the IT Academy, saving US$ 90, 000.
♦ Championed a Service Management Centre of Excellence to capture best practice and enable knowledge sharing

♦ Re-engineered an Asset & Configuration Management database for all IT assets for five airports operated by ADAC.
♦ Recruited and led a 9-member team to deliver the work stream, and to audit and capture service attributes in CMDB
♦ Designed and deployed a Configuration Management Database (CMDB) which enhanced service support, service delivery and improved forecasting and budgeting capabilities

♦ (2007-10): IT Operations Controller for 200 global locations, 10, 000 servers, 800 applications, and 45, 000 end-users
♦ Strategized and Organized the IT Operational Requirements of the Emirates Group spanning across the globe.
♦ Articulated the Release Management Policy for Emirates Group-IT, Planned Maintenance Window formulation, Release Frequency per Service, Service transition criteria, encompassing a portfolio of more than 500 applications.
♦ Led, Coached & Developed22 Staff (13 Direct & 9 Indirect) across multiple technology operational platforms (Windows, UNIX, Linux, and Mainframe).
♦ Defined annual performance objectives, process KPIs, staff development activities, and ran Train-the-Trainer sessions.
♦ Developed Service Quality Control parameters for the Job Management function in the Technical Operations Centre.
♦ Realigned technology with business requirements by providing expertise & devising Service Improvement programs
♦ Championed ITIL best practices across IT as well as the 2009 Value Program to shape the future of the entire Group.
♦ (2006-07): IT Operations Engineer, managing operational activities across a wide range of technologies for the Group
♦ (2003-06): Systems Engineer, delivering software distribution packages, backups, patches, for Windows & UNIX systems
♦ (2002-03): Computer Operations supervisor providing 24/7 processing services in full compliance with Service Level Agreements

Trainee for Building Management Systems (BMC) from SAUTER - Creating Sustainable Environments, worldwide