Maram Jibreel
Abu Dhabi,UAE
Summary
Highly skilled senior IT professional with Masters in Engineering Management and Applied IT (Cybersecurity Specialization). Career focus and expertise on ServiceNow product architecture, presales and delivery management. Highly experienced and leading engagements in different capacities, including program and project management, Business process consulting and Technical architecture road-mapping.
Adept at leveraging a mission-critical mindset for account management and delivering innovative solutions in dynamic environments. Committed to driving excellence and advancing technological capabilities within organizations.
Overview
2026
2026
years of professional experience
8
8
years of post-secondary education
Work history
Product & Solutions Manager
Quintica Middle East
Abu Dhabi, UAE
03.2023 - 12.2025
- Managing large scale client engagements and developing the strategy for targeted roadmaps & value realization on ServiceNow platform.
- Leading the pre-sales team for deal qualification, technical response preparations, POC/POV, solution value propositions (for Middle East & South Africa)
- Design and preparations for Demos, POCs and Accelerators.
- Developing Internal KPIs, process(s), templates, engagement methodology & governance model
- Managed a team of 5, in different domains and industries.
Project & Program Manager
ADNOC ServiceNow
04.2019 - 03.2023
- 360 degree Program Management for all projects and roadmaps in the ADNOC One service Desk Engagement
- Account Delivery Management in terms of roadmap, timelines, budget & resourcing.
- Leading a team of 30+ members for strategic and targeted delivery
- Customer Escalation Management and responsible for Strategic Planning and Road-mapping.
- Lead multiple projects on different ServiceNow capabilities, including: ITSM Orchestrations and Automations, SAM, Group HR (HRSD), Group GS (Facilities/WSD), other Business support case management, universal portal etc.
Solutions Architect
ServiceNow IRM (Integrated Risk Mgmt.)
04.2020 - 09.2021
- Leading the Design and Implementation of ServiceNow Security Solutions (GRC/Secops Modules) on multiple accounts– (ex. Emirates Airlines, Impact, etc.)
- Responding to RFPs and Providing Customer Demos on ServiceNow Security Solutions.
Internship
Shifra
Abu Dhabi
05.2018 - 07.2018
- Exposure on In-Market security solutions, with the presales & delivery teams
- Exposure to Proofpoint, in Email security solution that offers Threat protection (against malware and phishing attacks), user protection, spam detection & control.
- Proofpoint training workshops & project design & planning sessions
- Exposure to other solutions including IAM Thycotic and Bradford Networks.
Masters Research, Thesis Defense
George Mason University
Washington D.C., USA
01.2016 - 12.2016
- Academic Research & Thesis preparation with Advisor: Dr. Massimiliano Albanese
- Constructing a theoretical MTD, Moving-Target-Defense, Effectiveness Quantification model relying on the study of different MTD techniques, attack models/tools, probability & stochastic and simulation theory.
- Implementing an IP-shuffling network MTD, using OpenStack cloud computing platform, and python to interact with the OpenStack environment, run the randomization and simulate and test the developed theoretical model.
Service Line Manager
Hewlett Packard
Dubai
01.2010 - 01.2015
- Managing Delivery Status of HP Proactive services in ME (Commitment to customers in terms of installation and proactive contractual services & value delivery strategy)
- Quality focus & drive, internal scorecard and functional team management
- Assurance of Pushing-HP Standards with HP-Customer Pool.
- Performing Customer CL (Loyalty index) meetings with mission critical customers, driving corrective action with the corresponding account team and driving the plan for an overall enhanced delivery and future relation with the targeted accounts.
- Departmental Process analysis and Driving Gap Resolution with ME management
- Collaboration with HP -MEMA for Process Driving within ME and bottom-up feedback to drive corrective actions to enhance the “learning Organization Culture” within the team
- First point of escalation for customers with proactive contracts.
Account Support Manager
Hewlett Packard
03.2013 - 02.2015
- Oversaw proactive support and deliverables for mission-critical clients.
- Crafted account support plans to streamline service delivery.
- Served as direct point of escalation for customer feedback on HP services.
- Adjusted delivery strategies to align with client business needs.
Deal Implementation & Delivery Manager
Hewlett Packard
- For (KONE, Ericsson, Wartsila, Da Vinci, Austrade – ME)
- Formalize agreements with Customer For ME sites
- Set up the Scope of work with Vendors
- Escalation Point of Contact for ME customer leads
- Partner management (Skills/ Tools/ Image preparation/ SLA/ Contract Renewals)
Design of IT Operations & Support
Smart Learning Program (MBR SLP) – Team
07.2013 - 10.2013
- Design and Development, with team, of the SLP support Center in terms of (Strategy, Outsourcing, ITIL Processes, KPIs and overall documentation)
- Education & Training of human resources on ITIL delivery strategy, ticketing and escalation processes, tool usage and in-school setup.
- Validation Of HP-Service Manager, call center management software (compliance with ITIL)
- Interviewing candidates for Service Desk and Onsite Support
- Orientation for “Adoption team” in schools on support strategy and setup.
Account Delivery Manager - for Elli Lilly MEA + TR
Hewlett Packard
11.2012 - 03.2013
- For (Eli Lilly – Saudi/Middle East/ Africa/ Turkey)
- Managing and driving Site Support delivery services, with (HP/Partner Engineers) & Service Desk
- Management & Training of the engineers (Contract related Processes/ Knowledge Transfer/ SLA)
- Life Cycle Management Planning With the Customer
- Main Escalation point for the Customer
Projects / Program Manager
02.2012 - 03.2013
- Installation Project Manager (For Oman - Yemen)
- Managing and driving installation projects with Customers, 3rd party vendors and HP teams including (installation engineers, factory, sales, call center) to assure timely project completion/ customer satisfaction
- Forecasting the upcoming deals each quarter
- Managing the knowledge transfer between Presales, sales and Delivery Teams
- Process Optimization – working with higher management to analyze/optimize current HP Installation processes (Reduction of Installation Duration)
Education
Master of Science - Applied Information Technology – Cyber Security Concentration
George Mason University
Washington D.C., USA 01.2015 - 01.2017
Master of Engineering Management - Engineering
University of Wollongong
Dubai, UAE 01.2012 - 01.2014
Bachelor of Science - Computer Engineering
American University of Sharjah
Sharjah, UAE 01.2006 - 01.2010
High School Degree - undefined
Rosary Private School
Abu Dhabi, UAESkills
- Project Management
- CISSP Trained
- CCSK - Certificate of Cloud Computing Knowledge Certification
- ServiceNow CSA - Certified System Administrator
- ServiceNow CIS - Certified Implementation Specialist (IRM, VR, BCM)
- Agile Scrum Master Certification
- Mission Critical Mindset for account Management (MC1 && MC2 Trained and certified)
- ITIL V4 foundation certified
- Database systems (Oracle SQL, MySQL SQL)
- Object oriented programming (C Java C# python)
- Computer networking (Cisco)/ CCNA , exposure to security tool & Big data & Rstudio
SKILLS AND INTERESTS
Arabic: Native Speaker
Native
English: Fluent
Fluent
French: Basic
Intermediate
SKILLS AND INTERESTS
Team Player with Problem Solving, and Negotiation skills, Leadership and Presentation skills., Interest in research and Analysis, Products and end to end solution design
Projects
Adaptive RPG game C++/MySQL/NWScript/Boost Graph Library fall 2009-Spring2010, Hotel Base Management System C#/MySQL spring 2009, ZigBee based Environmental System (IoT System) Fall 2008, Space Invaders C++ [Carnegie Melon Library]
Accomplishments
- 2 Time Star Performer in - Quintica (2020 and 2023).
- Star Performer in - HP - 2012
- Ranked 9th, in the Top 10 Graduate Awards for Ministry of Education of Abu Dhabi - 2006
- IEEE Publications - "An Adaptive Learning RPG Game based on Knowledge Spaces" - https://ieeexplore.ieee.org/document/5529397/
- 2x Masters Degrees with GPA 4.0.
Publications & Competitions
- 2012 “The Need for Effective Information Security Awareness” – Published by Dr. Fadi Aloul
- 2010 ICETIC IEEE Conference, Shanghai-China
- Fall 2009 UAE Security Survey (with Dr. Fadi Aloul)
- 2009 ICALT IAZ Online Worldwide Conference Latvia
- Spring 2008 UAE IT Challenge Abu Dhabi, UAE
Custom
- Teaching Assistant, Computer Engineering Department, School of Engineering
- Archive Officer, Residential Hall Department, Office of Student Affairs
Timeline
Product & Solutions Manager
Quintica Middle East
03.2023 - 12.2025
Solutions Architect
ServiceNow IRM (Integrated Risk Mgmt.)
04.2020 - 09.2021
Project & Program Manager
ADNOC ServiceNow
04.2019 - 03.2023
Internship
Shifra
05.2018 - 07.2018
Masters Research, Thesis Defense
George Mason University
01.2016 - 12.2016
Master of Science - Applied Information Technology – Cyber Security Concentration
George Mason University
01.2015 - 01.2017
Design of IT Operations & Support
Smart Learning Program (MBR SLP) – Team
07.2013 - 10.2013
Account Support Manager
Hewlett Packard
03.2013 - 02.2015
Account Delivery Manager - for Elli Lilly MEA + TR
Hewlett Packard
11.2012 - 03.2013
Projects / Program Manager
02.2012 - 03.2013
Master of Engineering Management - Engineering
University of Wollongong
01.2012 - 01.2014
Service Line Manager
Hewlett Packard
01.2010 - 01.2015
Bachelor of Science - Computer Engineering
American University of Sharjah
01.2006 - 01.2010
High School Degree - undefined
Rosary Private School
Deal Implementation & Delivery Manager
Hewlett Packard