vivian Alkhaldi

National Bank of Abu Dhabi (NBAD), Abu Dhabi, UAE
Project Manager - Direct Banking and eDevelopment (Nov 2012 onwards)

Key Profile: Project execution & delivery; relationship building with stakeholders & business dept.; development of milestones; progress monitoring; communication management
• Executing several projects related to one major business product / service.
• Ensuring project alignment with the organization's assigned strategy and long term objectives.
• Defining the program's objectives and ensuring project execution within the scope, time & cost constraints.
• Assessing market opportunities, modifying program scope and course and enhancing company image.

Abu Dhabi Municipality (ADM), Abu Dhabi, UAE
Service Desk Manager - IT Dept. (Feb 2010 - Nov 2012)

Key Profile: Service desk team management; preparation of monthly incidents / provisioning request reports; ADM IT assets management; project execution; service delivery & customer satisfaction; monitoring of Injazat; team skills & knowledge enhancement
• Enhanced company image and ensured quality service delivery to both internal and external customers.
• Coordinated with Business, Facility & Security, Asset and HR departments to improve ADM service delivery.
• Managed IT Training Unit and established & managed a qualified Support Desk Team.
• Implemented methodologies to manage customer perceptions and improve first call resolution.
• Developed essential skills for inspirational and effective Service Desk leadership.
• Analyzed performance of the Service Support Desk through various statistical and reporting methods.
• Coordinated with vendors and prepared RFP & Business Cases as per requirements of IT/Business Units.
• Ensured awareness on all key IT services including business areas, drivers, structure, priorities, etc.
• Facilitated in conducting awareness training of new systems & technologies prior to their introduction.


• Established Service desk and the team to serve all AD Municipality staff.
• Re-engineered asset inventory, management & service desk business processes as per ITIL V3 standard
• Led Injazat Engineers for supporting almost 2000 staff and monitored Injazat ITSM for incident management.

National Bank of Abu Dhabi (NBAD), Abu Dhabi, UAE
Unity Project Training Head, IT Dept. (Nov 2005 - Sep 2007)

Key Profile: Preparation & implementation of training plan; preparation of training strategy, end user training materials & user guides
• Worked in the Unity Project (new banking system) and managed a team of 15 trainers.
• Planned and implemented all aspects of the training program including facilities, materials, logistics, etc.
• Provided program management with frequent updates on progress and resource requirements.
• Ensured timely completion of the assigned training tasks in line with the overall project plan.
• Developed new system procedures in compliance with the Policy and Procedure dept. of the bank.
• Addressed training related issues and supported the testing team in conducting UAT test


• Ensured training of all NBAD & branch staff on the new core banking system within UAE and Oman.
• Demonstrated expert understanding of the Intellect system by generating excellent training materials.

Previous Assignments

Management of the help desk team for corporate client online services; creation & alignment of policies & procedures with the help desk; relationship building with corporate clients/ business department; preparation of management reports; team training; quality service delivery & customer satisfaction