Ayham Jadallah
Riyadh
Summary
Highly competent program director with over 15 years of experience in digital transformation and a strong business acumen. Possessing a master's degree, this professional brings a proven track record of solid knowledge and experience in leading various engagements. Expertise lies in customer success management, successfully building strong relationships with clients. Skilled in aligning technology solutions with organizational objectives, excelling at leading cross-functional teams to surpass targets and set industry standards in the digital landscape. Focus is on accelerating platform adoption and improving customer outcomes.
Overview
15
15
years of professional experience
Work History
Program Director
Rackspace Technology
04.2023 - Current
- Enhanced client benefit realization as a trusted advisor, resulting in a 15% increase in CSAT and a 20% reduction in time to achieve key milestones
- Identified success criteria aligned with client needs and challenges, contributing to improved strategic roadmaps that fostered growth
- Oversaw multiple engagements and programs from inception to completion, leveraging best practices for stakeholder management and operating models
- Built and led integrated teams across various organizations, showcasing strong interpersonal skills to strengthen collaboration
- Directed end-to-end technology business operations, promoting consultative relationships with customer partners & technology vendors, leading to optimized product offerings & improved ROI
- Engaged with C-Suite executives & business unit leaders to ensure alignment with strategic goals
- Provided technology advisory focused on digital transformation, cloud solutions, ITSM, SaaS, AI, and governance, enhancing overall customer success metrics by 25%
- Promoted consumption, adoption, and retention strategies to improve customer satisfaction by applying industry best practices
- Assisted customers in achieving strategic objectives, extracting maximum value from products positioned for optimal growth
- Achieving 105% of targeted revenue, demonstrated consistent performance & revenue recognition.
Program Manager
Solutions by STC
01.2020 - 04.2023
- Led end-to-end engagement across benefits, governance, scope, cost, and stakeholders, driving a streamlined project execution framework, achieving 20% faster delivery times
- Created and enhanced client transformation strategies, resulting in measurable improvements in project outcomes and client engagement
- Established effective governance protocols and built technical project capabilities, supporting organizational growth objectives through a 15% increase in project efficiency
- Managed diverse ITSM, ITBM, and PPM engagements, focusing on improving product adoption and ensuring customer success
- Oversaw project cost management and revenue growth, enhancing financial performance and contributing to a 10% overall growth in the bottom line
- Collaborated with cross-functional teams to optimize service delivery and enhance customer satisfaction metrics.
Senior Projects Manager
Solutions by STC
12.2017 - 01.2020
- Led end-to-end engagement across benefits, governance, scope, cost, and stakeholders, driving a streamlined project execution framework
- Created and enhanced client transformation strategies, resulting in measurable improvements in project outcomes and client engagement
- Established effective governance protocols and built technical project capabilities, supporting the growth objectives of the organization
- Managed diverse ITSM, ITBM, and PPM engagements, focusing on improving product adoption and ensuring customer success
- Oversaw project cost management, revenue growth, and financial performance, contributing to the bottom line
- Collaborated with cross-functional teams to optimize service delivery and enhance customer satisfaction metrics.
Project Manager
WiConnect
05.2015 - 12.2017
- Led end-to-end engagement across benefits, governance, scope, cost, and stakeholders, driving a streamlined project execution framework
- Created and enhanced client transformation strategies, resulting in measurable improvements in project outcomes and client engagement
- Established effective governance protocols and built technical project capabilities, supporting the growth objectives of the organization
- Managed diverse ITSM, ITBM, and PPM engagements, focusing on improving product adoption and ensuring customer success
- Oversaw project cost management, revenue growth, and financial performance, contributing to the bottom line
- Collaborated with cross-functional teams to optimize service delivery and enhance customer satisfaction metrics.
Support Manager
WiConnect
05.2012 - 05.2015
- Led customer support initiatives, resolving issues promptly and elevating customer satisfaction to 90% or above
- Provided Level 2 support for operational and project teams, streamlining processes to address complex issues and improve troubleshooting efficiency by 30%.
Project Engineer
WiConnect
11.2010 - 05.2012
- Gained multi-vendor Telecom, IT, and software experience, managing projects that enhanced operational efficiency
- Utilized various tools such as Jira and Microsoft products to improve project tracking and reporting effectiveness, contributing to a 15% reduction in project status reporting delays.
Network Engineer
Jeraisy for computer and communication services
07.2009 - 11.2010
- Implemented and maintained diverse networking equipment and enhance service reliability.
Education
Master of Business Administration MBA -
EIU- France
01.2024
Master of Telecommunication Engineering -
King Fahd University for Petroleum and Minerals (KFUPM) – Saudi Arabia
01.2014
Bachelor of Computer Engineering -
Hashemite University - Jordan
01.2009
Skills
- Customer success management
- Customer Satisfaction
- Program management
- Client management & relationships
- Roadmap & strategy development
- Value and benefit management
- Business and process enhancement
- Product management
- SaaS & PaaS experience
- Program governance
- Digital Transformation
- Consultancy and advisory
- Stakeholder management
- Partners strategy and engagement
- Product adoption
- Truster advisor
- Program design and enablement
Languages
Arabic
English
Certificatescourses
- Certified Business Analysis Professional (CBAP) #16517380 - 2020
- Microsoft Certified Azure fundamental - 2023
- Cloud Computing: Private Cloud Platforms - 2021
- P3O Portfolio, Programme & Project Management, Axelos - 2022
- Certified Digital Transformation Practitioner # 27920271 - 2021
- Post Crises Leadership Program (MUMA -USF) - 2020
- Agile Certified Practitioner (ACP) #2561623 - 2019
- Project Management Professional (PMP) #2035868 - 2017
- Risk Management Professional (RMP) #2207121 - 2018
- Scrum Fundamentals Certified (SFC) - 2018
- GPMO Establishment Training, KPMG - 2018
- Finance for Non-Finance Professional - 2016
- Backup Academy Certified Professional - 2014
- Six Sigma Yellow Belt (SSYB) - 2014
- I-Direct VSAT O&M training - 2012
- Cisco Certified Network Associate (CCNA) - 2009
- Microsoft Certified System Engineer (MCSE) - 2009
Personal Information
Nationality: Jordan
Publicationscontributions
- PMI Excellence contribution for the project management profession, https://www.pages03.net/pmi-production/VolunteerCertificate2022-V2/?spMailingID=47712981&spUserID=MTQ4NjAxMjUwMDQ4MgS2&spJobID=2360228125&spReportId=MjM2MDIyODEyNQS2, 2022, 2023, and 2024, PMI
- It’s Digitize or Die!, https://www.globitel.com/its-digitize-or-die/, 2021, Globitel
- SINR Evaluation for Improved Practical CoMP Clustering, http://link.springer.com/article/10.1007/s11277-015-2584-y, 2015, Springer Journal
- Practical Performance Evaluation of Coordinated Multi-Point (CoMP) Networks, http://ieeexplore.ieee.org/xpl/articleDetails.jsp?tp=&arnumber=7060026&ranges%3D2014_2015_p_Publication_Year%26queryText%3Dmuqaibel, 2014, IEEE International Conference
Timeline
Program Director
Rackspace Technology
04.2023 - Current
Program Manager
Solutions by STC
01.2020 - 04.2023
Senior Projects Manager
Solutions by STC
12.2017 - 01.2020
Project Manager
WiConnect
05.2015 - 12.2017
Support Manager
WiConnect
05.2012 - 05.2015
Project Engineer
WiConnect
11.2010 - 05.2012
Network Engineer
Jeraisy for computer and communication services
07.2009 - 11.2010
Master of Telecommunication Engineering -
King Fahd University for Petroleum and Minerals (KFUPM) – Saudi Arabia
Bachelor of Computer Engineering -
Hashemite University - Jordan
Master of Business Administration MBA -
EIU- France
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