• Managed a portfolio of projects and programs in coordination with senior executive leadership.• Provided strategic governance for project/program management by establishing standards, processes, and tools used for effective project management. • Partnered across organization and other lines of business to balance competing priorities and resource constraints for key strategic initiatives. • Monitored all initiatives and reported status to C-Suite executives.• Supported and coached 5 senior technical project managers and implemented a project management methodology.

Greenfield implementation workstream for SAP Fieldglass customers provisioned onto MS Azure and GCP public clouds.• Planed, monitored, and controlled execution and delivery of features working with different teams in a matrix organization• Ensured all deliverables are completed and accepted by stakeholders. Eliminated the need to have customers provisioned onto legacy environments and migrated at a later point.• Managed stakeholders, competing priorities and reporting for assigned workstream.AI projects• Monitor and control execution and delivery of AI features related to in-product analytics and benchmarking. • Planned, monitored and controlled execution of project from proof of concept to go to market and general availability• Driven efforts related to compliance, fair use of data and alignment with data privacy and protection. New Data Center implementations• Identified stakeholders and defined process to be followed by technical operations team for standing up new data centers in the Kingdom of Saudi Arabia.

Defined strategic portfolio vision for Preferred Success - a subscription-based premium support offering covering CIAM and e-commerce products from SAP. Managed portfolio and governance of the program, and ensured cross LoB alignment with other portfolio offerings, sponsors, stakeholders, and services organizations. Prioritized backlog, managed road map and internal budgets.• Defined, developed, piloted, and launched 12 new services as part of the portfolio, using Agile development practices and leveraging cross functional teams to ensure project success.• Used stakeholders’ feedback, identified market opportunities and grey areas, and optimized entitlement offerings in the subscription.• Engaged with field sales, strategic accounts, customer success, and other stakeholders to research product ideas, pain points, obstacles, and market opportunities.• Managed the implementation of services SKUs across pricing, legal, and operations teams.• Provided strategic support and enablement for go-to-market activities, commercialization of new offering, internal and external communications.• Led strategic internal initiatives to align delivery at scale, customer facing roles enablement and sales development across all products.

Planned and managed the delivery of relevant services to support achievement of business goals. Facilitated access to product and functional expertise to increase solution adoption and mitigate renewal risks. Orchestrated top issue management and assisted in escalations. Coached a team of 8 CX CSMs in North America, in correct delivery of Preferred Success services and Customer Success methodology.• Nominated Practice Lead for CSMs for North America, took on the challenge to develop and roll out new services to be added to the Preferred Success portfolio.• Defined and rolled out a Quality Gates process for SAP Commerce Cloud, designed engagement model with Service Delivery Center and Expert services organizations, ensuring alignment with stakeholders.• Became internally recognized as senior point of contact on complex technical and business topics related to Customer Experience products.• Delivered Preferred Success services for SAP Commerce Cloud & Customer Data Cloud customers.• Executed relationship assessments, business reviews and managed execution of Outcome Success Plans based on customer goals and KPIs.

Delivered On-boarding and kick off activities for SAP Commerce Cloud projects on Microsoft Azure infrastructure with customer and application development partners. Customer facing advocate within the Cloud Operations and Support organization to help customers get the most out of their cloud solution and drive adoption. • Reviewed technical architecture and delivered recommendations where appropriate. • Guided the customer's implementation of the project to ensure all aspects of a successful go live are met.• Ensured operational readiness entry criteria is met and all deliverables are in place (i.e., VPN Tunnel setup, SSL certificates, application vulnerability scans, performance testing etc.). • Provided escalation management on critical cases by working closely with Product Support, Platform support, SREs and/or Development to provide regular status updates to the customer. • Led in weekend support on-call rotation once every 3-6 months as Manager on Duty for North Americas. • Ensured compliance to all governing documents and processes in the PMO.• Coached 2 junior project managers on delivery of projects.