Hayat Ahmed Alhammadi
Dubai,UAE
Summary
Exceptional leader talented at Relationship Management, Performance Management and Digital Transformation Management. Technically Savvy with outstanding relationship building, training and presentation skills. Motivated Leader with 12 years of progressive experience in the Health care industry. Offering expertise in team management, Talent and Operations as well as Quality Management, with aptitude in delivery Management. Energetic self-starter and team builder able to navigate high-stress situations and achieve goals on time and under budget. Customer-Orient project Manager with strong history of leading high-performance teams to meet or exceed objectives. Dedicate and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development. A Senior Project and Program Manager, C-Level Advisor, Project Management, Planning and Strategy Expert. With 23 years of exceptional track record in successfully delivering high-end strategic projects, Developing Team members and coaching junior Project Managers. I consider myself a Solutions driver who bridges the gap between business and technology with expertise in managing complex programs and multiple concurrent projects and Directs teams to develop high-quality projects that solve business problems and provide tangible results for enterprise-level systems. Resourceful employee with outstanding knowledge to develop and maintain healthy customer pipeline. Consistently works to attract new business opportunities. Talent in administrative oversight, recruitment processes and customer service improvements. Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth. Experienced [Job Title] with over [Number] years in [Type] industry. Excellent reputation for resolving problems and improving customer satisfaction. Offers flexible schedule to deliver on team goals.
Overview
26
26
years of professional experience
1
1
Certification
Work history
Sustainability project expertise
Dubai health authority
Dubai, UAE
2021.04 - Current
- Implement selmt project of providing innovative self testing technical medical devices placed in a recycled container using solar energy to function.
- Usage renewable energy technology solar in our transportation vehicle by recycling an old bus used as a blood donation mobilization clinic
- Implementing e- tasadaq project where we rehab personal devices resell and donate their income for people that can't afford payment for their medical expenses
- Assessed building proposals against safety and planning laws to maintain project compliance.
- Supported government setting policies and regulatory entities through arrangements of open decision group to provide better health service to people of determination.
- Presented and explained energy efficiency programs and sustainability awareness to different audiences..
- Implement green houses project in open unused area then resell and donate their income for people that can't afford payment for their medical expenses
- Initiate water and electricity usage reduction for sustainable construction projects like smart parking or smart facilities management
- Checked designs for potential risks and non-conformance issues with health and safety regulations.
- Performed field research to assess proposed construction methods.
- Participant and Initiate different policies and regulations to ensure the implementation of health sustainability goals in private and public health sectors .
- Consulted with project teams to provide SME knowledge on sustainability practices and implementation.
- Measured and reported on KPIs and funding issues related to sustainability.
- Studied local legislation and environmental impact studies to inform strategic planning.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Controlled resources by department or project and tracked use in info4 smart facilities system
- Developed and modified in-house action plans to support ongoing sustainability.
- Led and managed administrative staff to maintain smooth daily operations.
- Assisted with investigations of environmental incidents and recommended corrective actions.
- Compiled and managed records and documents related to environmental initiatives.
- Set sustainability targets for the company, and plan how achieved iso excellence
- Oversaw facility maintenance and allocated needed resources to meet standards.
- Implemented recycled assets projects to guarantee unified business value service system for tangible and intangible assets
- Established economical sustainability value on budgets and cost controls strategies and new sources of income
IT Service Section Head
Dubai Health Authority
Dubai
2008.12 - 2021.03
- Responsibilities
- Work to meet the overall corporate goals
- 12 years on senior management position managing a team of 300 staff handling main IT operation and support
- Member of different strategic committees within DHA , like Smart transformation and strategy committee; 7 star customer service committee, Dubai Excellence award committee for Asset , health and safety and finance;
- Expert on project management methodologies and approaches, documentation and governance requirements
- Exceptional Project & Program management skills and extensive academic background in complex, multi-faceted projects and programs delivery and strategic planning resulting in measurable successes
- Extensive experience working within high-performance, collaborative, constructive, multi-cultural teams and stakeholders environment
- Strength in hiring, recruiting, managing, developing, coaching, and retaining individuals and teams, empowering them to elevate their levels of responsibility, span-of-control and performance
- Excellent verbal and written communication skills
- Skilled negotiator delivering win-win agreements
- Exceptional attention to details
- Key speaker in multiple national and international conferences and events
- Awarded multiple certificates from different organizations on successfully implementing challenging projects
- Customize Quality Management Tools and performance monitoring techniques
- Started Benchmarking service performance KPI's with other Government authorities
- Implement Mobility service and agentless campaign service
- Optimize profitability and customer satisfaction through technology
- See that all reported issues are resolved quickly and efficiently
- Key member of DHA IT management board
- Implement of IT service Customer channels of Open IT Day, site Visits, self-service, mobility
- Manage different defined SLA with strategic partners
- Define, setup, update, implement and sustain the business process for all IT and DHA service
- Set strategic Business Planning and road maps for major projects
- Was a key person to win National Arabian Magazine Award for 2010 for Best IT services in the Health Care in Gitex for the year 2010
- Established and implement IT costing for DHA IT Department
- Managing IT service Department and the outsourced project of Technical support service
- Customize Quality Management Tools and performance monitoring techniques
- Established core paperless initiative through automation of major processes and procedure by managing different projects
- Such as Managed print service project, implementation of e- signature project , implementation of administration workflow project, implementation of the self service project, implementation of GRP correspondence system, elimination of the right- fax technology
- Providing the best technology and hardware available to handle the project
- Managed and implement ISO 2000
- Key member in implementation of ISO 9001, 27001
- Create Process maps and workflow diagrams for all the departments (accounts, production, design, customer relationship management, inventory and stock control) Conduct Statistical analysis of the workload and productivity of the employees
- Identify candidates for defect prevention and efficiency and effectiveness improvement
- Implement asset management
- Problem solving and root cause analysis and help resolve work related issues
- Do Idea generation and solution applicability at work Audit different process and work methods for benchmarking
- Work with the human resources manager for employee skills and trainings required for job
- Improvements Creation of process documents for every process after modification and removal of waste (time-consuming activities) Use the 30/60/90 day method to establish time study and achieve measurable results Prepared RACI models for every process to prevent work disputes and shedding off of responsibilities Statistical analysis methods - Pareto, Process Behavior Charting, et al
- To identify categories that have impact based on ticket volumes or trends
- Review of outages and RCAs for other problems of significant impact to Accounts environments
- Identify candidates for defect prevention
- Identify environment(s) within Pool to which candidate solution can be applied
- Certified lead auditor for ISO 9001(QM), ISO/IEC 27001(ISMS), ISO 19011, ISO/IEC20000:2011 (SM), ISO 22301 (BCM)
- Highlights
- Implement major project that has great impact:
- Leading and managing the technical stream of Nabidh project (unified patient record between private and public sector, which is one of the strategic project on the level of Dubai as patient big data project
- Handling all of its technology required, technical resources and working with the business stakeholder to achieve the completion on-time
- Established the DHA call center in 2011
- It was a totally new concept for DHA and I was the person fully responsible for establishing and managing every aspect of this project like facility, technology, employment, troubleshooting..etc
- Including automation of its services and implementing the customer service application project
- Handing core business application and managing all of its projects and support related to health services such as
- Implementation of GRP
- Employee internal service project
- Asset Management project
- IT service management system
- Established core paperless initiative through automation of major processes and procedure by managing different projects
- Such as
- Smart printing service project
- E- signature project
- Administration workflow project
- Customer Journey ticketing project
- Leading Smart Learning project
- Leading self-service project
- Operation project of correspondence system
- Implementation of Windows 7
- Implementation of digital literacy
- Elimination of the right- fax technology
- Oversee the entire IT department operation project , covering everything from the end user to the rack
- Liaise between all parties to understand requirements and how best to meet them
- Procure buy-in from senior management for needed projects
- Manage and overseeing all stages of development lifecycle for new project
- Work to deliver products on time and on budget
- Help to prioritize short and long term objectives
- Maintain operations and programs , seeing that necessary updates are made
- Oversee maintenance of hardware
- Stay up to date on security risks and ensure corporate security
- Report progress and challenges to senior management
Outsource IT service Project Manager
Dubai Health Authority
Dubai
2008.05 - 2010.12
- Responsibilities
- Plan and develop strategy for IT outsourcing to meet business objective
- Evaluate and select service providers best suited to meet IT outsourcing objective
- Formulate and negotiate IT outsourcing contracts to meet outsourcing objectives
- Manage the transition process to an outsourcing environment
- Plan and manage the process to transform the current IT environment into the agreed-upon, future-state environment Manage service provider quality and performance to ensure that services are delivered according to the specified service levels and requirements
- Manage relationships with service providers to ensure that outsourcing contracts are successfully
- Executed
- Manage contract migration and handover to ensure smooth transition at the end of contracts
- Manage project costs to ensure that projects achieve their planned benefits within
- Budget
- Manage project risks in a timely manner to ensure that adverse outcomes are minimized
- Manage project team to make the most effective use of available human resources
- Manage project communications to ensure effective collection and dissemination of project information
- Manage stakeholders to minimize conflicts and to address their diverse interests
- Highlights:
- Received a Certificate of honor for excellent performance for the years 2004,2005
- Received a Certificate of Achievement for the year 2006 as project leader for the GRP systems
Head of IT Service Desk Unit
Dubai Health Authority
Dubai
2006.07 - 2008.04
- And responsibilities
- Responsible for assuring users are provided efficient and timely first and second level support on 7x24 basis
- Performs staff scheduling to ensure Helpdesk coverage during normal business hours and on call support as required
- Manage and monitor the Incidents and Service desk personal systems Enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
- Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
- Coordinates training requirements of Help Desk personnel
- Contributes to departmental productivity and development objectives Solve problems and makes decisions on a daily basis related to Help Desk responsibilities
- Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
- Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department
- Resolve problem situations in a professional manner
- Accurately communicate pertinent information to create a work environment that lends itself to the best interests of Departmental personnel and customer service
- Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
- Maintains competency and enhances professional growth and development through continuing education and conferences
- Serve as the around-the-clock contact for all related support issues, providing advanced first level IT support
- Meets with IT technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in the MCS technology planning effort
- Accountable for meeting systems infrastructure or operational Service Level Agreements
- Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
- Demonstrated management and decision-making skills concerning Information
- Technical environment
- Remains on-call during off-peak hours to respond to support service issues
- Performs other duties and responsibilities as assigned by the Chief Technology Officer
- Enhance readiness of DHA sites when new service is added
- Build organizational capacity through administrative support
- Ensure that site has program champion(s)
- Provide training and technical assistance to sites
- Liaising with project managers and suppliers where necessary for new sites Provide on-going technical maintenance and usage support of business applications in order to maintain their reliability and business benefits
- Analyze, define and implement interfaces between the applications to provide integrated solutions
- Provide additional functionality to the business by using the appropriate tool sets to enhance the applications.
Project Leader
Dubai Health Authority
Dubai
2004.01 - 2006.06
- And responsibilities
- Implementation of Oracle Financial E-business suite in Finance, Purchasing, Inventory, HR and Payroll.
Application Support
Dubai Health Authority
Dubai
2001.01 - 2006.01
- Position and responsibilities
- SAM was the integrated medical module implemented in DHA covering almost all areas of patient treatment
- Implemented the whole project in Latifa hospital (then Al Wasl Hospital) in the implementation of SAM system
- Implemented and managed the training of various modules of the SAM system in this hospital
- Highlights:
- Received an appreciation for excellent performance for the years 2000 from Dubai Health Authority director.
Developer, graduate
Dubai Health Authority
Dubai
1997.12 - 2001.01
- Design and code different programs
- Participated on designing, documenting and coding other programs
- Train users into how to use MS windows and Ms office Introduce ASP and html technology and developed the first DHA Internet web site.
Education
Doctor of sustainability - Data science
York university
London01.2026
Master - Smart City science
Rochester Institute of Technology
Dubai branch 06.2017
Bachelor of Applied Science - Computer science and Engineering
Colleges of Technology, Dubai Women's College
2000
Business Information Technology
Colleges of Technology, Dubai Women's College
1997
Higher National Diploma - Business Information Technology
Nottigham Trent University, Women's College
1997
School Certificate - undefined
AlZahra Secondary School
1992
Skills
- SUMMARY
- Certified lead auditor for ISO 9001(QM), ISO/IEC
- KEY SKILLS
- Strategic Business Planning
- Digital Transformation Management
- Business Process Transformation
- Project Management
- Process Management
- Operations & Quality Management
- Delivery Management
- Relationship Management
- Performance Management
- Team Management
- Customer service- Orientated
- Gust Service Expertise
- Customer Service Specialist
- Artificial Intelligence
- Risk Management
- Facility management
- Environmental Management
Accomplishments
- Received a Certificate of achievement for the year 2010,2011,2012, 2013 ,2014,2015, 2016,2017,2019 as implementer of different core business application, and projects, Selected as DHA representative for the Dubai excellent Award 2008 as Technical Employee
- Received a Certificate of honor for excellent performance for the years 2000,2002,2001,2004,2005
- Received a Certificate of achievement for the year 2006 as implementer of Health information system
- Received a Certificate of Achievement for the year 2007 as project leader for the GRP systems
- Received a Certificate of Achievement for the year 2012 as and project Manager of the Call center project
Certification
- Certified Information Systems Security Professional
- Certified Public Accountant
- Certified Project Management Professional
Timeline
Sustainability project expertise
Dubai health authority
2021.04 - Current
IT Service Section Head
Dubai Health Authority
2008.12 - 2021.03
Outsource IT service Project Manager
Dubai Health Authority
2008.05 - 2010.12
Head of IT Service Desk Unit
Dubai Health Authority
2006.07 - 2008.04
Project Leader
Dubai Health Authority
2004.01 - 2006.06
Application Support
Dubai Health Authority
2001.01 - 2006.01
Developer, graduate
Dubai Health Authority
1997.12 - 2001.01
Doctor of sustainability - Data science
York university
Master - Smart City science
Rochester Institute of Technology
Bachelor of Applied Science - Computer science and Engineering
Colleges of Technology, Dubai Women's College
Business Information Technology
Colleges of Technology, Dubai Women's College
Higher National Diploma - Business Information Technology
Nottigham Trent University, Women's College
School Certificate - undefined
AlZahra Secondary School