In this role, the Head of Technology Programme Delivery is responsible for overseeing all technology-driven programmes and projects. The core responsibilities include:Alignment and Collaboration: Collaborating closely with internal technology leaders, product owners, and project managers to ensure alignment of plans and on-time, budget-conscious deliveries.Technology Compliance and Governance: Ensuring technology compliance standards and governance are met, creating a risk-mitigated project environment.Budget Management: Managing the efficient allocation of financial resources to drive successful project outcomes.Quality Assurance: Maintaining high standards of technology quality throughout all projects.Programme and Project Oversight: Providing strategic direction and guidance for all technology-related programmes and projects.PMO Functions: Overseeing PMO functions for product, ensuring effective project management and streamlined processes.

• Lead and manage the PMO team to ensure successful delivery of IT programs and projects on time, within scope, and within budget for banking customers.• Additionally manage the SDLC process as the SCRUM master and to ensure that all the critical phases are performed in line with the company policies and ISO 27001 compliance.• Develop and implement project management methodologies, tools, and templates to support the project life cycle.• Establish and maintain strong relationships with key stakeholders to ensure alignment with project objectives and business strategy.• Ensure effective communication across all levels of the organization and with external stakeholders.• Manage project risk and provide solutions to mitigate potential issues.• Develop and monitor project budgets, schedules, and resources to ensure efficient project delivery.• Monitor and report on project performance, including status, risks, and issues, to senior management.• Develop and maintain a repository of project documents, including project charters, project plans, status reports, and lessons learned.

• Manage all account management activities to ensure optimal customer engagements for all Key Interactive group customers.• Lead the vendor management processes and ensure that all Interactive supplier and partner relationships are optimized in favor of the company and its customers.• Manage all operational support activities to keep the lights on for all Interactive Group existing projects and programs.• Play a key role in facilitating Business development activities to grow Interactive group’s customer portfolio.• Increase staff productivity by efficiently managing the technical support, project management and business analysis resources.• Ensure that the company sales targets are met, and the follow-up billing process works smoothly.• Manage the Vendor and other interactive payments by optimizing the cash flow.• Ensure that Interactive group staff resourcing is optimized using the lean principles.

• Oversaw all major insurance integration projects for 8.5 years, with a focus on business development, regulatory compliance and maintaining revenue with growth as the major catalyst but a keen eye on the bottom line to ensure profitability for AIG EMEA Ltd. • Implemented new airline and online travel agency integration projects covering 5 major regions and 45 countries growing the travel insurance book by USD 80 Million for AIG EMEA office;• Launched the new & improved direct-to-consumer (B2C) and business-to-business (B2B) applications generating over USD 11 Million for EMEA region;• Acted as the main technical lead for AIG travel technology supporting AIG and its JV partners and helped maintain the book of USD 150 million worth of leisure & business travel insurance business;• Streamlined and improved the requirement-gathering by 20% by adopting close and strong collaborative partnerships with AIG’s underwriting/business teams and partner project teams;• Revised the project management process for the EMEA region and improved project delivery timelines by 35%;• Was instrumental in devising and adopting the SCRUM methodology for AIG Travel IT and managed transformation from the legacy waterfall model to the new AGILE project management era;• Ensured that the correct payment processing configurations with dedicated IDs are set up and supported for each individual insurance program and helped in bringing down the payment failure rate to less than 0.2 %;• Set up a new service-oriented architecture offering REST-based reliable and fast web services API to cut down the integration development time by half;• Played a major role in ensuring all necessary legal and compliance requirements are met for insurance programs including (i) changes for VAT implementation for GCC countries, AIG authorized signatory details, (ii) OFAC sanctioned countries list, (iii) GDPR requirements and (iv) new Strong Customer Authentication (SCA) process for 3D secure payment process;

• Managed the portfolio of projects to support the postal, courier and business process outsourcing services for EPGH by enforcing strategic PMO processes throughout the project lifecycle;• Managed IT budget and recommended a new IT expense and charge-back process based on ITIL for all IT departments and ensure that IT initiatives are in line with company’s strategic plans while regularly supplying the supporting financial information; • Oversaw production of reports for management highlighting individual projects’ status and deviations from strategic goals. Managed regular progress evaluation of projects and other initiatives against the agreed KPIs and maintained the balanced scorecards for all Empost key focus areas;• Established strategic relationships with key IT suppliers and consultants to secure the timely completion of all projects. Ensured that the vendor performance is monitored and recorded for future reference and vendor selection criteria;• Managed and helped in creating a customer-focused & service-oriented IT environment by working closely with the group business teams, vendors and customers to identify new needs and solutions and align them with enterprise initiatives;• Ensured that all IT service management (ITIL) processes and Policies are followed which include how to manage incidents, resolve problems, manage changes and releases, ensure service levels are maintained, efficiently managing vendor relationship, Monitoring and controlling finances, Managing IT resource capacity, availability, service continuity, security, and Continuous Service Improvement;• Ensured that all processes are conducted as per the documented flow and are compliant for Empost to retain its ISO 9000 certification license;• Ensured that the IT team is performing to its full potential by coaching, mentoring and where ever required by external training. Helped the team members to grow professionally and personally by setting up SMART objectives for the individuals;

• Set up the new Project Management Office (PMO) office for Empost and designed the structure and all relevant procedures to run the PMO;• Implemented new templates and document repository for maintaining and reviewing project plans, applying full project life cycle (Initiation, Planning, Execution, Control, and Closure). Also managed operational aspects of projects for support purposes;• Ensured that executive management is aware of the IT department's capabilities to help in deciding the best course of action for new initiatives and whether to build in-house or buy the service from an outsourced vendor.• Planned the detailed tasks necessary to deliver the project outcomes in line with the project plan and defined scope, requirements, risks, and constraints. Identify, manage and report project risks, developing mitigating actions;• Manage change requests to minimize cost implications and risks to project deliverables where possible - or if not, obtain buy-in from the executive management for significant adverse cost, time or quality implications;• Prepare formal project reports (Progress, Risks, Issues, Changes, Costs, etc.) for regular review by Steering Group;• Negotiate and agree on technical contracts with partners and service providers to ensure that they meet business objectives;• Implemented the HR management system to streamline workflows for leave management, payroll, appraisals, etc.;• Managed delivery of a document management system which helped in archiving of 8 million Airway bills which helped in recovering AED 40 million outstanding payments;• Implemented the fleet management application using GPS and SMS technology to improve the Courier delivery and routing;• Implemented MIS reporting engines and Business Intelligence using Oracle financials, QlikView, Business Objects, Tableau, and BRIO Software implementation to support business performance, finance and overall cost management using Dashboards, KPIs and balanced scorecards.

• Managed all the services as an appointed reseller for Galileo for Bahrain, Oman, Qatar, Pakistan, and Sri Lanka;• Managed sales, customer support/helpdesk operations and technical support for the region.• Helped in growing the business by 6 percent year on year;• Managed and helped the company to research, collate, analyze and recommend business proposals to evaluate potential new markets;• Implemented efficient new ways to acquire statistics for research and analysis required to make recommendations on new markets from airlines, agencies, competitor and industry figures, and independent projections.• Proposed and implemented appropriate structures in each market in order to establish the best- suited support model through gap analysis, training, recruitment, etc.;• Developed Operations Manual, Subscriber Contracts, and Training Documentation, for effective Training, Helpdesk & Field Support to ensure a high standard of operation. Plan, manage, & execute functional set-up of new markets;• Managed staff recruitment, market training, and product deployment processes;• Liaised with the marketing department to organize events and to create detailed planning for launching them;• Continually enhanced distribution strategies in each market to achieve optimal, profitable distribution by balancing volumes, opportunities, and costs, and exploring potential new revenue opportunities;• Monitored operations to ensure growth towards defined business targets. Monitored actual v/s projected revenues, benefits & cost projections and highlight commercial & operational issues with necessary corrective action;• Prioritized usage of resources across markets with minimal impact to the existing performance by recognizing shifting priorities and maximum benefits;

• Manage GDS Core and interface technology project delivery from conception to completion. Ensure that the design, development, testing, and implementation of developed solutions are within agreed costs and timescales to meet agreed functional, technical and process requirements. • Prepare scope, analyze and recommend solutions by documenting business objectives, functional and non-functional requirements, data models and technical architecture.• Review project status, progress documentation and introduce improvements as necessary. • Provide reports to the stakeholders on status, variations and planned corrective actions.• Enhance EnQuest’s e-commerce Initiatives by developing new and maintaining existing web portals and web services.• Provide customers assistance during the development stage of strategies and during the introduction of change, also recommend solutions for the implementation of these strategies and to assist in solving difficult technology-related problems.• Recommend and Guide EmQuest and its subsidiaries through significant technical changes that are required as a result of mergers and acquisitions.• Implement Support and Enhance Core GDS and Travel system applications as per the market requirements. Ensure that proper development, integration, and user testing is performed prior to the new releases of software so that the end products are error-free and are delivered within the agreed time-scales.• Developed multiple applications to support business required for GDS emulators, CRM, Ticket and voucher printing application integrating with GDS services;• Managed Front, middle and back automation to support the sales process and financial reconciliation;• Developed desktop and web-based applications to support B2B, B2C and B2B2C booking engines for selling Airline, Car, Hotel and insurance;• Managed development and support for back-office sales and accounting operations for travel agents across the GCC and Southeast Asia region.