Summary
Overview
Work history
Education
Skills
Languages
Affiliations
Certification
References
Achievements(s)
Timeline
Generic
Shibendu Roy

Shibendu Roy

Abu Dhabi,UAE

Summary

Results-driven professional with deep expertise in client and stakeholder management, IT consulting, and strategic planning. Recognized for leading transformative initiatives, managing financial operations, and overseeing diverse project portfolios. Skilled in team leadership, data-driven decision-making, and eCommerce strategy development. Proven ability to drive product innovation and deliver impactful solutions that accelerate business growth. Dedicated to aligning capabilities with organizational goals and fostering a culture of continual improvement

Overview

23
23
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work history

Portfolio Delivery Management, DTI

Etihad Airways
Abu Dhabi
11.2022 - 04.2025
  • Driven digital distribution for eCommerce omnichannel strategies and revamped digital analytics and real-time personalization functions.
  • Lead Digital Product and Portfolio Management across multiple business operations domains, including EAS Cargo, Ground Operations, Catering, and Flight Operations.
  • Accountable for defining the overall product strategy and owning the value stream roadmap, ensuring alignment with the DTI organizational vision, business value objectives, and key operational effectiveness metrics (KPIs).
  • Collaborate closely with System Architects, Engineering teams, and IT solution providers to strategise the product roadmap and enhance agility across the design, development, and delivery lifecycle, accelerating time-to-market.
  • Direct and lead cross-functional product teams with full accountability for effective PI planning, prioritization, and the development of strategic approaches to ensure successful, value-driven delivery

Principal, Product Solution Delivery Management, Digital Product & Service Consulting

SABRE Corporation
Bangalore, India
11.2011 - 10.2022
  • Accountable as a focal POC for delivering end-to-end PSS eCommerce solutions across multiple strategic Airline customer base for new implementation, upgrades & platform migration.
  • Responsible for making strategic decisions involved in designing the plan of execution for successful implementation of the Program/ Project and oversee successful deliverables as per the agreed contract.
  • Manage & direct the assigned Project execution team globally, which consists of Core Developers, Business Analysts, Activation implementation specialist & QA testers for ensuring the agreed business requirements are reviewed between the various internal stakeholders for a seamless delivery.
  • Also collaborate closely with Product & Solution management team for product improvisation & facilitate customer's feedback.
  • Few key Airline Accounts supported for overall e-Commerce Product Implementation Delivery – Virgin Australia, Etihad Airways, Vietnam Airlines, Biman Bangladesh, Oman Air, Air Malta, etc.

Customer Services Manager (Service Delivery Management)

ORACLE Corporation
Bangalore, India
08.2007 - 10.2011
  • Primarily responsible for implementing both Infrastructure & Applications for Oracle OnDemand Product Solutions delivery (EBSO & Hyperion) & lead/manage the global project delivery team.
  • Being a focal POC for the assigned customers, the role demands to understand their SLAs governance in detail & assist seamless execution from the overall IT solution perspective across various business domains.
  • Key contributor & coach in improvising operational standards by incorporating best practices from ITIL framework & Agile principles in Global Process Improvement program initiatives.

Sr. Service Delivery (WFM / DSR Consultant)

Computer Sciences Corporation
Noida, India
09.2005 - 08.2007
  • Work-Flow Management and facilitation of Global Daily Service Review (DSR Facilitator - Lead) with all Product Owners & Project sponsors.
  • Operational Management for onsite Data Center – Change, Incident, Problem & availability Management.
  • Responsible for analyzing the Global Infrastructure & Application led incidents & Handling escalations for ensuring speedy recovery & service restoration followed by RCA report.
  • Prime member in executing ITIL framework & part of the Business Processes Enhancement like ISO compliance Audits team.

Sr. Technical Support Officer

DELL Technical Support in EXL Service Pvt. (I) Ltd.
Noida, India
03.2004 - 09.2005
  • Technical Inbounds calls / outbound technical calls & Preparation & analysis of Matrix Chart for the Team Performance.
  • SME & Handling TEAM Training on recent updates for New Products.
  • Chairing team meetings & conducting Satisfaction Surveys for Global Customers and Initiating Follow up Calls for irate Customers, ensuring 100% C-SAT.

Guest Faculty (PT)

Indian Institute of Hotel Management (IIHM)
Shillong, India
01.2003 - 02.2004
  • Worked as a Guest Faculty for Institute of Hotel Management Catering Technology and Applied Nutrition, Ministry of Tourism, Govt. of India for a span of 1 year.
  • Manage the configuration deployment of Fidelio S/W as per the training requirement.

Sr. Technical Training Consultant

IBM - Advanced Career Education, Shillong
Shillong, India
11.2001 - 02.2004
  • Company Overview: (affiliated by IBM Global Learning services)
  • Organizing & delivering technical sessions for Professional / Modular / Corporate batches.
  • Technical Counselling & Hosting Seminars for the Institute and analyzing & developing Business Enhancement Plan.

Education

Bachelor of Commerce - Business Management (Honor's)

DNIIT - Certificate in Computer Science

NIIT
Silchar, India

IBM certified - Software Engineering

IBM Learning Services
Kolkata, India
08.1999 - 05.2001

Skills

  • Client & Stakeholder Management
  • IT Consulting services
  • Team building
  • Strategic planning
  • Transformation Leadership
  • Financial Management
  • Data-driven
  • eCommerce strategy
  • Product Development
  • Project Portfolio Management

Languages

English
Fluent
Bengali
Native
Hindi
Advanced

Affiliations

  • Road Trips, Exploring places, Cooking and fixing things

Certification

  • SAFe POPM Certification
  • ITIL (version 3 & 4)
  • IBM ACSE
  • Agile
  • Project Management

References

References available upon request.

Achievements(s)

  • Etihad - Sukran Awards Q1,2025
  • Sabre - Delivery Excellence Award 2016, 2018
  • Toastmasters – Best Speakers Award & Best Evaluator, 2016-17
  • Communication Champion, FY08, Service Delivery Management Department
  • Got promoted to Principal SDM within a span of 1.5 years of joining Oracle, On Demand
  • Cloud Computing Pacesetters Award, FY 2011, (Oracle's Best Employee Global Award)

Timeline

Portfolio Delivery Management, DTI

Etihad Airways
11.2022 - 04.2025

Principal, Product Solution Delivery Management, Digital Product & Service Consulting

SABRE Corporation
11.2011 - 10.2022

Customer Services Manager (Service Delivery Management)

ORACLE Corporation
08.2007 - 10.2011

Sr. Service Delivery (WFM / DSR Consultant)

Computer Sciences Corporation
09.2005 - 08.2007

Sr. Technical Support Officer

DELL Technical Support in EXL Service Pvt. (I) Ltd.
03.2004 - 09.2005

Guest Faculty (PT)

Indian Institute of Hotel Management (IIHM)
01.2003 - 02.2004

Sr. Technical Training Consultant

IBM - Advanced Career Education, Shillong
11.2001 - 02.2004

IBM certified - Software Engineering

IBM Learning Services
08.1999 - 05.2001

Bachelor of Commerce - Business Management (Honor's)

DNIIT - Certificate in Computer Science

NIIT

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Shibendu Roy