Ziad Doleh

Radically changed IT delivery in Ras Al Khaimah government by transforming EGA to a more customer-centric business model, increased the level of team collaboration internally and externally, and drove the IT by business needs.

 Implemented the 3-year “EGA 2019-2021” strategy; which Accelerated service delivery and digitization of partners service portfolio, Heightened collaboration among entities and drove standardization of business practices and processes, Enabled citizens engagement and enriched their experience, and Advanced the competitiveness of RAK government
 Initiated and implemented a new business model to support and facilitate achieving EGA strategic objectives
 Defined and led an organizational expansion by establishing two offshore offices and two new onshore units. Increased productivity by 180%, reduced cost by 50% and extended the support model by 110%
o 90+ projects implemented successfully; 80% designed & developed in-house
o 8+ strategic initiatives like Smart City, BlockChain, AI, and Cloud Computing
o 200+ services transformed to E-services
o 17+ systems integration
o 3 major systems replaced with 2 systems on cloud (SaaS)
o 160 employees hired and enabled in offshore (Egypt & India)
 Replaced the project management methodology which enabled remote teams, increased collaboration, and increased quality of delivered solutions
 Managed Government IT operations and budgets
 Designed and implemented more than 40 solutions and integrations
 Served as the official point of contact for EGA within the local and federal governments

Played a vital role in Ras Al Khaimah Municipality processes re-engineering and digitization program using SAP and other technologies like Esri GIS and FileNet.


 Delivered 20+ projects within RAK Municipality digital transformation program, including 12 integration projects which resulted in:
o Decreased delivery time by an average of 60% for 70 services
o Transformed 50% of municipality services to electronic services
o Increased user’s productivity by 40%
o Electronically integrated Municipality with key services providers like Etisalat, FEWA, and Public Service Department
 Managed IT operations and budget for the Municipality
 Led the systems support teams and helped decrease incident resolution time by 70%
 Acted as an enterprise architect, change manager, and stakeholder manager
 Played a key role in the business model design, operational development, and improvements of KPIs, which resulted in 5 ranks promotion in the government excellence programs

Delivered more than 10 successful ERP implementations in five different industries ranging from system replacement to new system implementation, using both agile and waterfall methodologies
 Led the design and development of “TechERP”, which is an in-house developed solution targeting small to medium size businesses
 Managed the SAP B1 implementation and overall support
 Engaged in pre-sales activities and solution demonstrations

Through this job I went in depth into the business, and I clearly understood the business requirements, the mentality of strategic analysis and planning, and the management of circumstances (especially while holding two jobs at the same time). My major responsibilities are:
- Supervising procurement staff.
- Monitoring, Controlling and following purchasing procedures and documents (request for quotation,
Bid comparison, purchasing order, goods receive notes, material costing).
- Monitoring, Controlling and following the issuing process (material requisition, store issue note,
Material transfer, delivery note, material return note).
- Searching, contacting, negotiating, and dealing the suppliers.
- Managing the stores.
- Managing the inventory.

By occupying many job roles in different industries with different managerial levels, I have got the optimum combination between deep business understandings and variety. This combination made me able to analyze the business requirements efficiently and effectively.
My experience in financial companies (as a system end user or application officer), and then in constructions company (supply chain field) gave me the chance to hold this position and to implement the ERP system successfully. My major responsibilities are:
- ERP Implementation (Requirement Gathering, Data and System Analysis, System Modulating and
Customization, Testing, Implementing, and Training).
- ERP administrating.
- ERP operating.

- Systems and Business Analysis including requirements gathering and documentation.
- Monitoring, Controlling and following running applications
- System development and Improvement.
- Systems Implementation.
- End Users Training.
- Coordinate between Application Team and other Teams (Hardware Team, Data Warehouse team, etc.)

- Team Supervision.
- Customer Service and Daily Problem Solving.
- Employee Training and Orientation.

- Team Supervision.
- Monitoring, Controlling and following procedures and documents (Money Transfer, Cash Transfer, Cash Flow, Money Exchange transaction, etc. ).
- Customer Service and Daily Problem Solving
- Employee Training and Orientation.
- Coordinate between other branches and HQ.