IT Director – Digital Transformation
Nakheel PJSC
Total years of experience :24 years, 4 Months
Key Responsibilities: o Responsible for long-term strategy formulation and planning, annual strategy execution, ad hoc projects for stakeholders, and performance management. o Assume ownership of the company-level strategic analyses, validation of Business Units feasibility studies/business cases, and actively drive IP generation for the organization. o Promote and support the implementation of best practices to ensure optimization of processes and policies, problem-solving, overall corporate alignment, etc. o Overseeing the development and dissemination of technology for external customers, vendors, and clients to help improve and increase business. o Tracking and controlling the developments of annual operating and capital budgets for purchasing, compliance, stafing and technology operations o Act as a single point of contact in leading the development of creative digital strategy aligned with the enterprise strategic mid-term & long-term planning, in line with Dubai's 2040 vision. o Developing and delivering IT operational and tactical plans to enhance Information Technology service delivery, architectures, and software engineering capabilities o Guide, govern and mentor diverse teams for the Agile delivery of projects and priorities having competing demands for resources, flexibility to work with people at all levels Key Achievements:
•Successfully rolled out the Salesforce cloud transformation program providing customer 360 view, customer experience, multi-channel lead generation and business agility driving 23% revenue increase.
•Engaged with stakeholders at the C-Level, and business leadership in shaping an overarching digital strategy and project roadmap. Managed the delivery of technology solutions to enhance digital capabilities, supporting top-line and bottom line-growth
•Implemented robust selection framework & processes (ITIL, COBIT, PMI, Scrum, SaFe agile and DevSecOps) for building a strategic roadmap & delivering digital transformation initiatives.
•Led a cross functional team of over 50 consultants for Agile delivery of quality products and services, improving time to production by 35% by adopting DevOps, CI/CD and Scrum frameworks
•Supported the business units in setting KPIs in the areas of customer satisfaction, cost reduction, program improvement, policy change, thereby optimising business processes.
•Strategized and managed the merger of Nakheel and Meydan entities by consolidating the ERP systems, data, manpower onboarding, etc. resulting in savings worth millions.
•Supervised the technical architecture, scope, design and delivery of big data and cloud data solutions (AWS, Azure, GCP) in collaboration with service providers and ecosystem partners.
•Led the implementation of value-added services to automate diverse use cases by adopting emerging technologies & platforms like Artificial Intelligence AI, Virtual Reality VR, Machine Learning ML, Omni channel, etc. driving innovation across the business functions.
•Partnered with IT Governance in shaping the data strategy and setup a robust data lake platform covering all aspects including data engineering, quality, analysis, and building ETL, data dictionaries, and advanced analytics & reporting.
•Oversee the planning, design, and implementation of innovative technology platforms like Proptech, Fintech, GIS, RPA, IoT, Mobility, Blockchain, Big Data, etc. transforming the overall customer journey
Key Responsibilities: o Engage with CXO to create a digital strategy for the enterprise in alignment with the group strategy supporting the business transformation initiatives o Responsible to the project management for implementing new tech stack, upskilling the technical teams, and maintaining oversight on front end, back end, and infrastructure o Take ownership over key business lines and development of a sophisticated software framework to ensure smooth operations. o Develop a collective understanding of programs, risks, and issues. Structure technology policies, procedures, and standards to ensure organizational success. o Lead the partnership and collaboration with key stakeholders for the planning and execution of digital transformation programs, defining multi-year roadmaps, promote collaboration and influence senior executives across the group. o Build workforce capability and resilience in a disruptive business context to meet the changing needs of internal/external customers, new projects, and technologies Key Achievements:
•Strategized and managed the consolidation of multiple legacy systems and the migration process to Microsoft Azure Cloud, which resulted in annual savings of > AED 10m+.
•Implemented enterprise workflow solution & automated 800+ business processes improving the eficiency, speed of service by 50% and promoted paperless workspace.
•Introduced My Nakheel mobile App being used by 50K active subscribers that have increased the revenue collections and customer satisfaction & retention
•Collaborated with the product development and project management teams, provided technology consulting whilst ensuring its alignment with product requirements roadmap.
•Guided, mentored, and coached the cross functional teams to deliver best-in-class products and services by leveraging modern trends such as Azure Cloud (JIRA, Dockers/Kubernetes, Jenkins), Frontend (Javascript, ReactJS, HTML), Backend (Node.Js, PHP Laravel, .NET, Go), Web Services (REST & SOAP APIs), and Databases (Oracle, SQL Server, MySQL, NoSQL, MongoDB) to create ultra-scalable and reliable digital applications.
•Ensured fit for purpose and innovative IT infrastructure supporting the customers, clients and maximised scalability, security, and performance of the enterprise systems.
•Designed and delivered agile, secure, scalable, reliable, high performance, multi-tier systems enabling operational excellence and digital transformation in coordination with partners
•Monitored and developed a stafing plan, yearly performance KPIs, staf onboarding & motivation and positive steps to hire and retain industry-leading talent.
•Managed the implementation of Qlik Sense BI and Data Analytics platform and delivered 50+ management and tactical dashboards improving overall organisational decision making
•Supported in determining capital investment parameters, priorities, and risk for enterprise-wide IT initiatives to maximize the return on investment.
•Guided in the selection & implementation of the Enterprise Service Bus to standardise integrations between on-premises & cloud solutions and reduced overall time, eforts, and cost.
Key Responsibilities: o Set direction, provide structure, and lead the Call Center Transformation program & projects roadmap considering all inter-project dependencies o Ensure alignment between all stakeholders and high-quality decision making by providing business cases, alternative scenarios, pros and cons assessments, etc. o Develop and lead the technical and functional teams following agile processes, collaboration and improved overall performance o Monitor risks and issues related to overall Avaya AIC program, escalate to PMO, stakeholders as required, and monitor mitigation & corrective actions Key Achievements:
•Successfully implemented the Avaya Internet call center, supporting 24x7 operations, and serving national and international clients and customers achieving the KPIs & SLAs
•Actively participated in building B2B partnership with clients namely Dubai e Government, ADSIC, Thomas cook Al Rostamani, etc resulting in revenue generation and cost optimisations.
•Developed training programs for the agents to improve the product knowledge, build core competencies and skills helping to improve quality of service, achieve customer satisfaction.
•Implemented automated mobile messaging platform and customised services for corporate clients, namely, Etisalat Worldnet, HSBC Bank & Smart Dubai.