Adam James Munajjed
Dubai,UAE
Summary
Value-driven Operations and Digital Transformation Leader with over a decade of experience in developing intelligent, scalable platforms across Government, Financial Services, Telecoms, Retail, and Public Sector environments.
Overview
5
5
years of professional experience
1
1
Certification
Work history
Head of Technology - Operations, Gov2Gov Services
Department of Government Enablement (DGE)
Abu Dhabi
2025.08 - Current
- Led end-to-end service delivery and onboarding of multiple entities onto internally developed technology products, ensuring consistent standards, operational readiness, and smooth adoption across diverse business units.
- Acted as the primary technology delivery interface between product, operations, and stakeholders, translating business and regulatory requirements into practical implementation plans.
- Direct large, multi-disciplinary teams encompassing architecture, engineering, data, UX, and service design, functioning across onshore and offshore delivery models.
- Transitioned government services from SLA-focused operations to outcome and experience-led models (XLAs), integrating AI-driven insights and citizen-centric KPIs.
- Developed and implemented Operations and Service Delivery roadmap utilising virtual agents, predictive routing, self-service, and proactive monitoring.
- Serve as senior advisor to government leadership on AI adoption, platform governance, and digital maturity.
Head of Operations & Digital Transformation
Equiti Group
Dubai
2024.09 - 2025.08
- Built the entire IT & operations function from the ground up across 5 international offices, moving the organisation from ad-hoc support to a structured, enterprise-grade operating model.
- Designed and implemented an Enterprise Service Management (ESM) framework, introducing ticketing, SLAs, incident/problem management, and service reporting, delivering measurable improvements in response times, transparency, and accountability.
- Established full end-to-end technology operations, covering joiner/mover/leaver processes, access controls, device lifecycle management, and 24/7 support coordination for a regulated trading environment.
- Led vendor selection, onboarding, and governance for infrastructure, market data, trading support, and managed service providers; negotiated contracts, defined KPIs, and ensured service quality, cost control, and regulatory alignment.
- Created data transparency and operational reporting for senior management, providing clear visibility into service performance, risk, and technology spend, enabling better decision-making and audit
- Led cross-regional team comprising over 30 professionals across platform engineering, AI automation, service operations, and business transformation.
- Implemented enterprise migration to ServiceNow as intelligent workflow platform, incorporating AI-assisted self-service and automation, reducing resolution times by 25%.
- Realised over $1.2M in OPEX and CAPEX savings through AI-driven optimisation and vendor strategy execution
Technology Operations Lead
Equiti Group
London
2023.10 - 2024.09
- Recognised for building a high-performing, scalable technology operations function from scratch across 5 offices, leading to promotion into a Head role to formalise and expand the capability.
- Took ownership beyond remit, evolving IT operations into a strategic, enterprise-wide service, introducing ESM, governance, and data-driven reporting adopted by senior leadership.
- Demonstrated strong leadership in vendor management and stakeholder engagement, stabilising critical services in a regulated trading environment and earning executive confidence.
- Delivered consistent operational excellence, transparency, and risk reduction, positioning technology as a trusted business enabler rather than a support function, directly driving promotion.
- Led foundational AI and platform modernisation initiatives across global operations.
- Implemented observability, ITOM, and data intelligence frameworks enabling predictive operations.
- Partnered with CX, Finance, Product, and Trading leadership to align AI investment to revenue and experience outcomes.
Senior Consultant → Lead Consultant ( Enterprise Platforms)
Devoteam
London
2021.02 - 2023.10
- Directed significant transformations for Ministry of Justice, NHS Test & Trace, Barclays, Rolls-Royce, and numerous others.
- Engaged by large, complex organisations to diagnose and transform underperforming technology and operations models, delivering leaner, more efficient, and scalable operating frameworks.
- Led end-to-end operational transformation initiatives, redesigning IT service models, governance structures, and delivery processes to reduce complexity and improve execution speed.
- Created and implemented lean operating models for enterprise clients, streamlining support functions, clarifying ownership, and eliminating redundant tools and processes.
- Acted as a trusted advisor to senior stakeholders, translating strategic objectives into practical, implementable operating models that delivered measurable improvements in cost, service quality, and transparency.
- Drove rapid stabilisation in high-pressure environments, embedding best-practice service management, vendor governance, and performance reporting to leave clients with sustainable, self-sufficient operations.
Education
Postgraduate Diploma - IT Systems Analysis & Design
University of Oxford
OxfordBSc - Computer Science
Kingston University
Skills
- Operating Model Design & Execution
- Large-Scale, Multi-Region Team Leadership (EMEA & Middle East)
- AIOps, Automation & Intelligent Workflows
- Digital Government & Regulated Environments
- Executive Stakeholder & Board-Level Engagement
- Cost Optimisation & Value Realisation
- ServiceNow, Salesforce, Data & Platform Governance
- Service Transparency & Performance Governance
Certification
ITIL v4 Certified
Languages
English, Arabic
Native
Timeline
Head of Technology - Operations, Gov2Gov Services
Department of Government Enablement (DGE)
2025.08 - Current
Head of Operations & Digital Transformation
Equiti Group
2024.09 - 2025.08
Technology Operations Lead
Equiti Group
2023.10 - 2024.09
Senior Consultant → Lead Consultant ( Enterprise Platforms)
Devoteam
2021.02 - 2023.10
BSc - Computer Science
Kingston University
Postgraduate Diploma - IT Systems Analysis & Design
University of Oxford