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Work Background
Infinite plDigital Practice Lead
Jan. 2024 - Dec. 2024Riyadh, Saudi Arabia• Developed and implemented a comprehensive digital transformation strategy that aligned with organizational objectives.
• Led and mentored a collaborative team, fostering innovation and adaptability in a dynamic work environment.
• Partnered with cross-functional teams to seamlessly integrate digital solutions into core business processes.
• Oversaw digital transformation projects to ensure on-time delivery and adherence to quality standards.
• Monitored and analyzed KPIs to evaluate the effectiveness of digital initiatives, providing actionable insights for continuous improvement.
• Collaborated with stakeholders to offer strategic guidance on the adoption and optimization of digital platforms.
• Managed relationships with external digital vendors, including contract negotiations and service quality assurance.
• Oversaw the digital practice unit, managing business operations, P&L, project finances, procurement, and vendor contract renewals.
DEERSInvestor, Executive Advisor
Dec. 2020 - Dec. 2023Dubai, United Arab Emirates•Consulted on the development and implementation of a comprehensive business plan, leading to significant efficiency and productivity gains.
•Established crucial relationships with three key industry partners, resulting in the acquisition of two strategic contracts.
•Conducted market research leading to the identification of a new target market, resulting in a 20% increase in customer acquisition.
•Achieved a remarkable revenue increase through strategic business development initiatives.
MicrosoftServices Practice Lead
Nov. 2015 - Dec. 2020Riyadh•Orchestrated comprehensive organizational transformations across multiple service sectors by applying Prosci change management methodologies and techniques, while providing coaching and mentorship to the services team. •Cultivated an inclusive environment that harnessed diverse perspectives and talents to gain a deeper understanding of our customers.
•Led a diverse and multifaceted team responsible for generating over $60 million in annual revenue, achieving exceptional results with a remarkable 100% year-over-year growth in the Enterprise Consulting and Premier Support Services portfolio. •Spearheaded performance objectives for the Enterprise Services division, serving 150+ enterprise public and commercial customers.
•Innovatively established a cloud consumption committee, driving $20M+ in cloud consumption expansion with 18% YOY growth.
•Successfully attracted top technical talent and promoted an inclusive environment, resulting in high-performing teams.
•Collaborated with the Sales team, Partner Development team, Enterprise team, and digital advisors to navigate various digital transformation initiatives and opportunities, contributing to an 18% increase in customer adoption of cloud solutions.
MicrosoftPremier Support Lead
Jul. 2014 - Oct. 2015Riyadh, Saudi Arabia•Achieved 100% market penetration in major customer based and 85% in managed enterprise customer base for premier support services
•Led 30+ IT professionals (service delivery managers, technical account managers, and support practice managers) for 130+ enterprise customers in various industries
•Orchestrated strategic initiatives to revamp the “One Services” approach to cover Saudi East & West regions in the public sector and commercial portfolios •Advised enterprise customers through their cloud transformation journey and delivered premier services. •Governed engagements to reduce risk and maximize profitability, including establishing team delivery excellence rigor, and creating a customer-centric team culture
•Generated process changes and adherence while coaching teams to embody a growth mindset •Strategized with key internal stakeholders to create innovative programs and strategies addressing partner ecosystem
MicrosoftPremier Support Manager
Aug. 2011 - Jul. 2014Saudi Arabia•Exceeded 100% YoY portfolio to $25M yearly revenue through business management, contract management, sales, and renewals to propel Premier Support services
•Empowered high-performing teams in delivering top customer service, exceeding business targets
•Established third-party outsourcing arrangements with qualified service providers. The arrangements outlined the conditions regarding subcontracting in consulting services, and technical support
•Managed negotiations and business initiatives with partners and customers. •Collaborated with other managers to execute short and long-term execution and development plans
•Developed, coached, and empowered high-performing teams in delivering top-quality customer service, vital to meeting and exceeding business targets.
MicrosoftServices Engagement Manager
Mar. 2009 - Aug. 2011Saudi Arabia•Responsible for engagement delivery quality, financials, risk management and customer satisfaction by structuring and managing deals through completion.
•Coordinated with different teams to respond to customer RFIs, served as member of RFP Committee, and collaboratively provided technical solutions to sales team. •Developed and executed services delivery strategy and tactics that maximized opportunities within the customer environment while ensuring internal teaming and cross-functional collaboration to deliver value to our customers.
•Partner Engagement, bring together Microsoft solutions with Partner solutions, to deliver value to our customers
•Plan, organize, and manage project lifecycle, developing and managing project governance plans, project schedules, team goals, defining success criteria, project milestones, and budgets to ensure successful project delivery.
MicrosoftSenior Services Delivery Manager
Mar. 2006 - Mar. 2009Saudi ArabiaSaudi Arabian Oil Company (Saudi Aramco) & Saudi Telecom Company (STC), Feb. 2006 - Feb 2009 Microsoft, Senior Services Delivery Manager • Analyzed, advised, and recommended optimal premier services and solutions to operate, maintain, optimize and secure IT environments. • Formulated, updated, and presented account service delivery plans to customers and virtual account teams.
• Promptly rectified customer issues by referring issues to product support professionals, diligently monitoring progress, and escalating as necessary to more experienced support professionals. • Oversaw budget/forecast, scorecard, KPIs, strategy, and planning scheme within Premier Support unit.
• Partnered with Saudi Premier Lead in managing Operations Excellence KPI and Delivery Excellence, and assigned multiple projects related to deploying Microsoft products for Premier Corporate customers.
MicrosoftTechnical Account Manager
Dec. 2001 - Mar. 2006Saudi ArabiaTechnical Account Manager Duties as a trusted advisor. To manage services delivery of all proactive and reactive services and critical situation management.
• Steered Premier Services delivery and change management within data center to streamline operations and fortify control over IT operation changes. • Established Intranet portal to publish and share organizational information.
• Delivered training in Microsoft Operation Framework and Microsoft Solutions Framework to All IT members. • Project-managed AD and Exchange migration and consolidation across 17 SABIC affiliates including HQ.
• Pioneered “Microsoft Technology Day” and “Admins’ Day” to expand staff technical knowledge around Microsoft products, directly resulting in new opportunities and revenue growth.
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