Mohammad Malik
Abu Dhabi,UAE
Summary
Focused Project Manager with impressive track record in collaborative, cross-functional teamwork within high-pressure environments. Adept at project planning and managing multiple accounts at once. Dedicated to improving company goals and meeting business objectives. Improving and enhancing the processes of the company to meet and comply with the international standards.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Project Manager
Tahaluf Al Emarat Technical Solutions
Abu Dhabi, UAE
08.2022 - Current
- Coordinating and communicate between different teams within the organization to build commitment, resolve conflicts and put process in place for similar activities.
- Used project management tools and techniques for positive, successful outcomes.
- Built and nurtured professional relationships with wide range of stakeholders.
- Delivered on projects' key objectives with agreed budgets, timelines and standards.
- Evaluated project risks and feasibility, identifying issues and proactively implementing proposed solutions.
- Evaluated client requirements, building strategy to manage and achieve milestones and quality KPIs.
- Led meetings with both client and internal teams to facilitate and drive project completion and provide status updates.
- Help Scrum team and broader organization on apply Scrum theory and practice.
- Work with Product owners and product teams to meet product deliverables against Company business expectations in line with Agile methodology.
- Collaborate and lead development of SharePoint site for Company Products.
Lead Analyst Service Improvement
SITA
Amman, Jordan
09.2019 - 08.2022
- Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies
- Manage projects according to pre-defined and agreed project plans and achieve agreed targets
- Identify and promote opportunities to achieve continuous improvement in operational and process performance
- Ensure customer satisfaction throughout the project life by challenging project steps defined at start against changing customer's business requirements
- Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback and trend analysis
- Lead a virtual team of stakeholders to develop, follow up and implement action plans to identify gaps and resolve identified major customer issues
- Ensure regular process compliance checks with the various process owners within SITA, agreeing on action plans
- Ensure supporting systems are maintained in compliance to the process and data sources standards.
Specialist Service Transition
SITA
Amman
01.2014 - 09.2019
- Identified process inefficiencies through gap analysis
- Mapped process activities to desired outcomes to rectify operational inefficiencies
- Recommended operational improvements based on tracking and analysis
- Assessed the impact of current business processes on users and stakeholders
- Documented business processes and analyzed procedures to see that they would meet changing business needs
- Participate to weekly meeting with the process owner to review the current process to fill the gaps and to initiate/create new process to improve the services
- Provide support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs)
- Ensure the adherence to the highest working standards for all incidents and problems by providing guidance, support and direct management
- Proactively detect problems related to Service Transition Process and Procedures, conduct diagnostics, provide service request ownership to ensure resolution
- Work with the process owner to ensure shortest implementation times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA
- Act as the customer Single Point of Contact (SPOC) and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to implement the order within the prescribed SLA
- Minimize the risk of implementation problems by carrying out regular reviews of the progress of the customer requests and agreed timeframes
- Conducts the analysis, definition, documentation and testing of application and systems enhancements within the Service Transition's scope
- Documented all customer enquiries and comments thoroughly and quickly
- Responded to all customer enquiries thoroughly and professionally.
Analyst Service Transition
SITA
Amman
11.2009 - 01.2014
- Manage any Service Level Agreement (SLA's) for assigned customers and ensure that all contracted/agreed service levels are met for each element of the services delivered
- Manage all customer requests for service promptly and professionally
- Escalate operational issues as required and act as the operational point of contact for Customers, Users, Service Providers and line management
- Ensure proper, cost effective and timely delivery of Implementation
- Receive, validate and assess standard service implementation orders and develop implementation schedules to optimize resources and components scheduling
- Ensure proper follow-up of implementation to customers
- Adjust implementation schedules and priorities based on customer constraints to give optimum solutions
- Coordinate Supply and Site Intervention teams in terms of schedule and workload capacity
- Ensure first level Technical support to the engineers.
Sales Supervisor
SmartBuy
Amman
06.2007 - 09.2009
- Answered customer questions about product availability and shipment times
- Recommended new product to customers, resulting in a 20% in add-on business
- Placed special merchandise orders for customers
- Referred unresolved customer grievances to designated departments for further investigation
- Responded to all customer enquiries thoroughly and professionally
- Coordinated between billing department and customers to resolve problems
- Documented all customer enquiries and comments thoroughly and quickly
- Supervise and manage the department employees.
Education
Bachelor of Science - Management Information Systems
The Hashemite University
10.2004 - 01.2008
Skills
- Project Management
- CMMI
- Process improvement
- Service Improvement
- Analytical problem solving
- Compliance understanding
- Customer-focused
- Resource Management
- Demand Management
- Senior level communication skills with internal/external stakeholders
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Certification
- PMP®
- CSM®
- CMMI®
- ITILv4®
- MCSA®
References
References available upon request.
Timeline
Project Manager
Tahaluf Al Emarat Technical Solutions
08.2022 - Current
Lead Analyst Service Improvement
SITA
09.2019 - 08.2022
Specialist Service Transition
SITA
01.2014 - 09.2019
Analyst Service Transition
SITA
11.2009 - 01.2014
Sales Supervisor
SmartBuy
06.2007 - 09.2009
Bachelor of Science - Management Information Systems
The Hashemite University
10.2004 - 01.2008
- PMP®
- CSM®
- CMMI®
- ITILv4®
- MCSA®
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