Nawaf Khan

• Strategic Leadership: o Accountable for SEAT IT product lines, driving strategic initiatives and shaping the IT Strategic Plan to align with business objectives. o Led the Safety Digitalization journey for Shell Assets, delivering over $7 billion in business value through innovative IT solutions and process enhancements. o Oversaw a global IT portfolio worth $500 million, ensuring a robust and strategic technology and data response that aligned with key business outcomes and supported SEAM Digital Strategy.
• AI and Advanced Technologies: o Spearheaded 15+ projects involving Gen AI, Machine Learning, NLP, LLM and Machine Vision o Managed a team of 40 engineers, 10 product managers, and 10 project managers, driving the successful implementation of advanced technological solutions.
• IT Service Management: o Managed IT service delivery and operations for 250+ applications, monitoring SLAs to ensure 99.9% service availability and adherence to performance standards. o Implemented ITIL best practices, reducing incident response time by 30% and improving customer satisfaction by 20%.
• Risk and Compliance: o Led overall risk and assurance activities, implementing DocuSign for contract management and establishing an end-to-end risk-based framework of IT controls. o Ensured safe, secure, and cost-efective delivery of IT projects through rigorous IRM assessments, including Business Impact Analysis (BIA) and Privacy Impact Assessment (PIA).
• Team Leadership: o Aligned and motivated a diverse IT team, achieving a 15% increase in productivity and a 25% improvement in project delivery times. o Fostered a customer-centric culture, aligning technology solutions with business needs to optimize customer experiences and drive business growth. o Managed a large team comprising product managers, project managers, business analysts, data engineers, full stack support, and operations teams. o Inspired teams to generate data-driven insights, facilitating informed decision-making and continuous improvement.
• Digital Innovation and Cost Management: o Demonstrated deep expertise in digital technologies, leveraging emerging products and technologies to gain competitive advantage and drive innovation. o Developed successful business cases and efectively managed IT budgets, reducing costs by 10% while maintaining high-quality project delivery. o Partnered in the commercialization of digital products in Shell to various vendors, expanding market reach and driving revenue growth.
• Project Management: o Managed and oversaw the Natural Delivery Team initiatives, ensuring efective governance and seamless execution of 20+ projects through comprehensive project planning and execution strategies. o Implemented operational readiness frameworks, achieving a 95% success rate in smooth deployment of applications and adherence to regulatory compliance standards.
• Industry-Specific Management: o Managed applications on various portfolios in the Oil and Gas industry, ensuring optimal performance, security, and compliance with industry standards. o Transitioned over 200+ applications for Shell under various portfolios of Upstream Downstream, Project and Technologies and Integrated Gas.

• Led strategic project planning and cross-functional onboarding in Cloud Native Platforms, delivering early business value.
• Managed multi-million-dollar programs, ensuring eficient resource allocation and delivery.
• Established governance structures for resource management, decision-making, and risk mitigation.
• Delivered end-to-end project management, including charter review, SOW creation, and quality planning.
• Managed financial aspects, tracking costs, validating resources, and forecasting actuals.
• Created Program Roadmaps and participated in strategic discussions to align IT initiatives with business goals.
• Drove Product Vision and Roadmap, prioritizing features to maximize ROI.
• Delivered products/services within schedule, budget, and quality constraints.
• Designed pre-sale solutions, facilitated UAT, and ensured timely product releases.
• Presented health metrics to senior management for informed decision-making.
• Managed communications via newsleters and Yammer postings for Shell Leadership and stakeholders.
• Conducted SDLC project workshops, enhancing team skills in Cloud and Cybersecurity.
• Implemented Operational Readiness Framework for seamless application deployment and compliance.
• Negotiated SaaS vendor contracts, ensuring operational risk mitigation and SLA compliance.
• Streamlined processes through Continuous Improvement Initiatives and ServiceNow guidance.
• Mentored and led teams in Transition and Transformation Management, fostering career growth.
• Developed team competencies with upskilling programs and recruitment drives.
• Gained international exposure, contributing to global project success.
• Recognized expert in Digital Transformation, awarded multiple Shell VP CIO Awards.

• Managed Transition and Transformation infrastructure/applications programs for external customers.
• Directed full-scale project development using MS Project and PMI methodology, incorporating ITIL best practices for Operations and Service Delivery.
• Oversaw project lifecycle from initiation to closeout, including RFP/RFI processes and contract negotiation.
• Collaborated with Solution Architect, Account Management, and Delivery Teams to integrate complex service oferings.
• Led the transition of Rebadging projects for new acquisitions and provided technical support for sales proposals.
• Part of the Global PMO and Pre-Sales team, enhancing projects and deals globally.
• Achieved outcomes: o Led 55+ end-to-end project transitions worldwide across diverse industries including Technology, Telecom, Manufacturing, BFSI, Healthcare, Aviation, Oil and Gas. o Successfully transitioned multilingual customer service and technical support projects across various geographies.

• Led a team of 25 NOC/Data Center Engineers, managing Service Delivery, IT infrastructure, Incident Management, and client satisfaction. Utilized HP OpenView and IBM Tivoli tools for resource optimization.
• Defined project objectives oversaw quality control throughout the project lifecycle and ensured successful end to-end project management.
• Acted as Pre-Sales Technical Manager, conducting product demos, managing Proof of Concept (POC) transitions, and providing technical support documentation.

• Led a team of IT Service Desk engineers, ensuring compliance with SLOs and SLAs, and achieved Globalist star status for the APAC helpdesk by handling level 2 and escalated user calls.
• Managed business-critical (P1) calls as the Service Transition Manager, minimizing downtime for critical applications and contributing to the Change Advisory Board (CAB).
• Conducted Postmortem analysis (RCA) for business-critical calls, addressing software and hardware issues.

• Managed Fax servers via Citrix console, monitored trafic to meet SLA success rates, provided regular client reports, and operated the NOC single-handedly in a 24/7 setup.
• Recognized for prompt response to trouble tickets, prioritizing user requests, and resolving complex issues.

• Provided technical support for desktops, laptops, PDA, and LAN/WAN products to Gold-level customers in India, troubleshooting diverse technical and network issues.
• Assisted team members in meeting daily service levels, improving customer satisfaction rates, and enhancing business proposals.

• Repaired, serviced, and replaced parts for Dell, Compaq, HP, and IBM laptops, printers, and desktops, implementing a new inventory system for hardware and software to enhance accountability.
• Conducted troubleshooting on personal computers and peripheral equipment, identifying issues and delivering efective solutions.