ظهيراحمد اعوان

• Led cross-functional delivery teams (client, internal, and vendor teams) across service delivery of 20, 000+ man-hours
annually, successfully delivering 20+ eCommerce and technology projects for global clients with 80% on-time
delivery rate.
• Managed strategic accounts and high-impact projects, contributing over 2.5 million AED in overall revenue, while
maintaining 90% client retention rate and expanding account value by up to 15% year-over-year through upselling
and successful project execution.
• Acted as a primary client interface for escalations and planning, driving alignment between delivery outcomes and
business objectives, and improving customer satisfaction.
• Oversaw end-to-end project governance — from planning and execution to testing and launch — for portfolios with
budgets ranging from AED 20K to 500K, achieving cost-efficiency savings through optimized resource allocation.
• Implemented risk management and mitigation frameworks that reduced escalations and delivery disruptions by
20%, contributing to improved service predictability and client trust.
• Championed capacity planning and financial performance by aligning delivery teams with strategic goals, improving
resource utilization by 10%, and supporting 15% YoY growth in delivery revenue.

• Spearheaded end-to-end delivery of eCommerce operations setup and platform implementation for one of the
regions top furniture brands, homes r us, overseeing cross-functional teams across technology and business
workstreams, and ensuring project completion within budget and record timeline of 6 months.
• Steered launch of a new marketplace, mom store, for moms and baby products, building online operations from the
ground up — including platform selection, vendor onboarding, setting up operational processes, and go-to-market
strategy for introducing regional and global product brands through the new platform.
• Directed omnichannel strategy implementation for multiple consumer brands, driving measurable improvements in
digital presence and conversion rates through optimized fulfillment, catalog, and UX processes.
• Led multi-vendor delivery teams and partner coordination, ensuring quality delivery, SLA compliance, and alignment
with client objectives across technical and operational domains.
• Established structured program governance, conducting weekly and monthly steering reports for executive
stakeholders, enabling timely decisions, visibility into progress, and alignment with broader organizational goals.

• Oversaw Microsoft Business Applications and data visualization teams within a multi-line service portfolio,
successfully driving AED 5 million in annual revenue for this specific service line.
• Managed technology programs and service delivery AMCs for high-profile public and private sector clients including
Abu Dhabi Aviation, Esharah Etisalat, and Oumolat Security Printing, ensuring on-time, within-budget delivery and
maintaining client relationships.
• Established and led the Project Management Office (PMO), standardizing governance, reporting, and delivery
processes across multiple product and service lines, resulting in a 10% improvement in delivery efficiency and
resource utilization.
• Facilitated overseeing a portfolio generating over AED 40M in annual revenue, driving the coordination of sales
pipeline with project execution to ensure revenue realization, margin protection, and long-term account growth.
• Delivered a broad range of internal transformation and client-facing projects, improving service quality, reducing
overall turnaround time by 5%, and enhancing client retention across strategic accounts.
• Led digitalization of cost sheet approval process, that remarkably reduced the turnaround time from 2 weeks to 3
days on average.

Joined the Al-Futtaim E-Commerce during its start-up phase, engaged as a key member, responsible for the initiation, development, and implementation of e-commerce platforms for illustrious retail brands such as ACE Hardware, M&S and Plug-Ins Electronics in 7 different countries of the Gulf region:
• Showcase strong time management ability when creating project plans, business readiness check-lists, and schedule activities in line with the master plan, planning activities, IT/stakeholder alignment, and coordinating execution.
• Monitor and measure project processes and activities to identify and communicate project requirements, risks or problems in a timely fashion and provide corrective action options and drive to resolution, whilst confidently engaging with key stakeholders to obtain or clarify information.
• Cultivated effective business affiliations, as demonstrated when collaborating with project members to mitigate risks.
• Key UAT involvement, exuded when planning, facilitating and closing UAT, smoke and sanity tests in accordance with project dates.
• Conceptualize, define and embed business processes, workflows, and SOPs, alongside managing the agenda for BAU releases for bug fixes and business requests.
• Produce and disseminate weekly site performance reports and attest confident interpersonal attributes when assisting with weekly site reviews with business and IT members.
• Responsible for the administration of all the tools like JIRA, M-Files, Basecamp, and Lucidchart, showcasing strong knowledge when orchestrating training of such tools, and handling procurement and vendor relationship.
• Fundamental in the transition of Waterfall to Agile methodology, driving the new function within the E-commerce Team.

Engaging for an IT start-up enterprise, offering services across the IT sector, primarily web design, IT services, online marketing services and web hosting products. Successfully delivered number of web and application projects for clients from various industries.
• Answerable for the planning, coordination, requirements gathering, business analysis, specifications development, project planning, project monitoring, project status reporting and system implementation of business solutions.
• Managed projects overseeing the entire project lifecycle, through the use of Life Cycle processes, procedures and tools to include planning, coordinating all project activities, project status meetings, technical reviews, system testing and system implementation, whilst assuring alignment with customer specifications.
• Nurtured and maintained effective relationships with outsourcing partners and suppliers, alongside management of the team and resources, working in accordance with fluctuating project priorities.

ZOZO UAE, an Ecommerce store, backed by Desert Aurora, used to deal in beauty and healthcare products. When I took charge as web developer, I built the company Ecommerce store from scratch. My responsibilities included:
• Development and administration of the Ecommerce store.
• Publish and manage product categories, products and content on the website, in coordination
with design, marketing and content teams.
• Customize existing features and add new features in website as per company requirements.
• Work closely with management and other streams to develop strategies to build the brand name.
• Optimize content according to target customers, in coordination with content team.

Here I worked in a team, who is responsible for development, maintenance and integration of new features in new and existing referral marketing portals. These portals are developed using an MVC approach, with custom object oriented PHP for the core development, smarty template engine for views, GIT for version control and MySQL for databases. I have been involved in developing core functionalities, working on language files and implementing smarty templates in various projects.

Here as a senior developer, my responsibilities included managing junior resources, development of new projects and maintenance of existing projects. Tools and technologies used include Custom PHP, Codeigniter, Opencart, Wordpress and Blue CMS.

Techno Maven was an IT startup when I joined, was dealing mainly in Web design, Development, Web Hosting and Professional IT Training. I had the opportunity to work closely with multiple teams, responsibilities summarized as follows:
• Development of websites and web applications; using custom programming, MVC and open source technologies.
• Chair clients meetings for requirements gathering and clarifications.
• Analyze project requirements, provide cost estimation and project plans for web projects.
• Client coordination to deliver projects as per the agreements.
• Team and project management as per the company priorities.
• Manage company websites, domains, hosting and reseller accounts.
• Website optimization using various on-page and off-page SEO techniques.
• Support HR team for hiring new team members.

I was responsible for teaching web design, Ecommerce and PHP. Though I took this profession for a short period, I have been coaching people in personal capacity till 2014. Especially I have been coaching fresh graduates and experienced professionals from other professions, willing to switch to IT side.