Bashir, Mazhar

Client Service Manager, Delivery

Manager, Lead Program & Project

Manager

M: +601*-***-**** E: adeo47@r.postjobfree.com / adeo47@r.postjobfree.com

Global Category Manager

Corporate and Sales Generation

Highly accomplished, proactive ITIL V3 Foundation Certified and Project Management professional (PMP©) with 15 years of extensive experience in progressively senior assignments; Skilled in interfacing with clients, cultivating relations with them for securing repeat business and ensuring quality delivery of services as per the SLAs.

Core Competencies…

Strategy Planning/Execution

Customer Relationships

Key Account Management

SLA/SLO Management

Release/Escalations

Infrastructure Projects Management

Service Desk Management

Knowledge Sharing Strategies

Turn around Operations and Quality

Vendor Interactions/Management

Cross-Functional Team Management

Team Building & Leadership

Data Centre Management

Stakeholder Management

Staffing and Resource Management

Risk & Issue Management

Global Procurement

Dynamic, versatile, hands-on Program Manager who leads teams to design and implement successful IT projects that align business and IT objectives and deliver rapid results Executive Summary

Energetic, trusted, and detail-oriented Senior Client Service, Program Manager and strategic solutions provider with outstanding project management and conflict management skills. Hand-picked by executive team to turn around underperforming programs; accomplished leader known and respected for leading successful change in projects and building credibility with executive teams and staff

Solutions driver who bridges the gap between business and technology with expertise in managing complex programs and multiple concurrent projects. Directs PMO teams to develop high-quality programs that solve business problems and provide tangible results for enterprise-level financial systems and legacy workflow systems

Strong team player with effective problem solver, collaborative leadership and superior crisis management skills. Professional Experience

Over All Jun 2004 till date

Role Duration

Regional Client Manager (Infostar Sdn Bhd)- HP PPS Sdn Bhd (Client) March 2019 to Now Hewlett-Packard (M) Sdn Bhd Jun 2004 till Nov 2016 Lead Project & Program Manager – ATOS Origin Malaysia Dec 2016 to Feb 2019 Global Category Manager- Indirect Procurement Aug 2015 to Nov 2016 Regional Account Delivery Manager - RASO Region - Ericsson Account Jan 2012 to July 2015 Project Manager/Team Lead - Ericsson & Talisman Energy Account Oct 2010 to Dec 2011 Program / Project Manager - Lead - CIMB, BMMB & AEON Account Oct 2009 to Sep 2010 Incident, Problem, Change, Escalation & Release Manager/Team Lead - Ericsson Account Oct 2007 to Sep 2009 Global IT Service Desk/Team Lead - Ericsson Account Jun 2004 to Sep 2007 Regional Client Manager –Banking Managed Print Infra Transition and Operations Key Achievements:

Driven successful setup of new account to meet the objective of 30% TCO reduction Established Governance structure to monitor & control overall Project portfolio of 1.5M USD Identified the operations and project team gaps, worked with management team to address the gaps and improve team satisfaction

Setup templates, process to drive the smooth transition and operations post transition completion Gained customer satisfaction and trust by establish improved customer relationship Achieved 40% reduction in initial site deployments Key Responsibilities:

• Work with a team of 50 across Malaysia, Singapore, Thailand, Philippines and India to deliver the Managed Print Services Transition Project

• Internal and External Stakeholder Management, Account wide transition program management.

• Weekly governance review with Senior Stakeholder to discuss impact of different project status and their overall progress as well as to develop forward-thinking mitigation strategies

• Influences the delivery teams by actively engaging with them and bridging the communication gaps; engages with tower leaders to develop and utilizes existing resources and deliver the projects effectively and within the schedule

• Risk analysis, Risk management and its mitigation.

• Responsible for day-to-day operations of the most complex, long-term customer. Partners with suppliers in forward-Thinking strategic development and relationship building.

• Develops strategies for risk mitigation, business continuity, cost management and operations improvement.

• Innovates complex business models, drives associated strategies and influences the marketplace.

• Identifies complex or emerging contract risk areas. Negotiates acceptable contracting outcomes using custom solutions. Advise executive level business leaders on all contract risk areas.

• In-depth experience of managing 3rd party resources within a matrix environment

• Project budgets and related finances (Purchase Orders, goods receipting and invoicing) management

• Strong business management skills- P&L, Delivery, Business development, people management as well as relationship management

• Management of key deliverables in line with documented methodologies

• Created several SOP’s, templates and workflows to establish standard process and procedures Lead Project & Program Manager –Banking Infrastructure Project Services Key Achievements:

Driven escalation from 35 per month down to Zero within 6months. Increased customer satisfaction from no trust (0-1 of 5) to (5 0f 5) always want MY/SG PM’s Established Governance structure to monitor & control overall Project portfolio of 60M USD per year Increased Project revenue by 5% by bringing in new projects with an establishment of trust and satisfaction

Identified the operations and project team gaps, worked with management team to address the gaps and improve team satisfaction

Drove down attrition rate from 33% to 6% by establishing recognition and rewards, process enhancement and development of SOP’s

Gained customer satisfaction and trust by establish improved customer relationship Completed several pending CSI initiatives from years to within one year Received Silver award for contribution to safeguard escalated project of .5M USD and re-established customer trust

Promoted as Program Manager to manage a program of 264M USD covering, People, Process, Service offering & Technology

Key Responsibilities:

Leads a team of 20 across Singapore and Malaysia to deliver Banking IT Infrastructure Projects Internal and External Stakeholder Management, Account wide transformation program management. Weekly governance review with Senior and C-level Stakeholder business executives to discuss impact of different project status and their overall progress as well as to develop forward-thinking mitigation strategies

Influences the delivery teams by actively engaging with them and bridging the communication gaps; engages with tower leaders to develop and utilizes existing resources and deliver the projects effectively and within the schedule

Risk analysis, Risk management and its mitigation. Responsible for day-to-day operations of the most complex, long-term customer. Partners with suppliers in forward-Thinking strategic development and relationship building. Develops strategies for risk mitigation, business continuity, cost management and operations improvement. Innovates complex business models, drives associated strategies and influences the marketplace.

Identifies complex or emerging contract risk areas. Negotiates acceptable contracting outcomes using custom solutions. Advise executive level business leaders on all contract risk areas. In-depth experience of managing 3rd party resources within a matrix environment Project budgets and related finances (Purchase Orders, goods receipting and invoicing) management Strong business management skills- P&L, Delivery, Business development, people management as well as relationship management

Management of key deliverables in line with documented methodologies Created several SOP’s, templates and workflows to establish standard process and procedures Responsible for team training, performance, reviews, career guidance and skills development Global Category Manager- Corporate & Sales Generation Services Key Achievements:

Managed 350 contracts across Corporate & Sales Generation, Records Management, Legal, Tax, Print Services with an overall portfolio of 350M USD across the globe Established strategy to improve stakeholder engagement internally and drive the outcome together Achieved 15% cost reduction of overall portfolio from 350M to 297.5M USD that lead to savings of 52.5M USD

Identified the operations gaps, worked with management team to address the gaps and improve internal stakeholders Satisfaction by reducing the turnaround time from 3-4 months to 2-2.5months Improved stakeholders’ satisfaction and trust in partnering with Global Procurement Named as technical guru to support the entire team when in need and supported to create procedures and enhancement of existing documentation

Selected part of the CSI team to re-org the global procurement team and re-establish the process and procedures

Key Responsibilities:

Leads a complex supply chain category; including data and industry analysis; reports result to / business executives.

Leads a complex, international, cross-functional team. Meets with C-level Stakeholder business executives to discuss impact of supply chain strategic development on overall business and to develop forward-thinking supply chain strategies; influences the industry or marketplace for complex categories; engages with market leaders. Develops and utilizes supply chain, business, and financial modeling tools. Leads complex Supplier Selection Activities. Drives supply base optimization for complex categories. Negotiates and completes contracts with highly complex and critical suppliers. Responsible for day-to-day operations of the most complex, long-term suppliers. Partners with suppliers in forward-thinking strategic development and relationship building. Develops strategies for risk mitigation, business continuity, cost management and operations improvement.

Innovates complex business models, drives associated strategies and influences the marketplace. Identifies complex or emerging contract risk areas. Negotiates acceptable contracting outcomes using custom solutions. Advises executive level business leaders on all contract risk areas. Influences a supply category across multiple business units Interacts with individuals at the VP and SVP levels both internally and externally. Scope at the country, regional, or global level, within multiple business units, or within a functional area. Lead RFI, FRFQ & RFP across several categories.

Regional Account Delivery Manager - South East Asia Region - Ericsson Account

Key Achievements:

Managed account portfolio of 9M USD across Print, Network, Files Services, Managed workplace, application hosting, Storage & Backup, R&D, Active directory, DNS, Data Centre, Data Rooms and Service Desk

Increased account revenue by 5% by introducing enhance ability in current systems and new technology Secured losing part of the business “Onsite services” from going in-house to manage via reduced onsite support by third party vendor support.

Identified the operations gaps, worked with management team to address the gaps and improve internal stakeholders Satisfaction by reducing the turnaround time from 3-4 months to 2-2.5months Improved customer satisfaction NPS of 5 for continuous 12months and an average score of 4.5 over entire tenure from originally between 3 to 4

Awarded name as situation savior while putting the customer first and being a trusted partner Improved process, standard operating procedures while trained the staff to understand the services agreement with service level objectives

Key Responsibilities:

Managed all functions related to developing and sustaining senior regional management or executive-level relationships with the customer through key customer operations endeavors. Analyzed customer delivery requirements & contributing to customer strategic business plan by understanding customer at local, country, region & Worldwide (WW) level. Formulating and effectuating strategies and processes for the customer in areas such as performance metrics and measure, escalation change management and communication.

Acted as the single point of contact for operational & tactical issues representing delivery of all services

(all functions) to the customer. Accountable for achieving target commitments for all service delivery requirements by developing, implementing & monitoring expense controls. Scope of responsibility also involved managing risk for high to very high risk projects, managing account service delivery plan and contributing to strategic account planning. Negotiating with and managing 3rd party vendors contributing to contractual requirements

Represented & approved delivery capability & cost solutions by participating in presales & change order negotiations. Identifying cross business unit optimization opportunities and drives improvement effort.

Developed and lead knowledge management strategies to drive organizational maturity. Contributed to the development and implementation of Account Delivery Manager (ADM) methodology and tools to support customer engagement model. Project Manager/Team Lead - Ericsson & Talisman

Energy Account

Key Highlights:

Played a key role in the implementation of the Ericsson Data Room Transformation Project across 25 sites in APJ encompassing Print Server Refresh, Wired LAN, Wireless LAN, AD, DNS, DHCP, Infra Server Refresh, Infra Storage Refresh, AH Server Refresh, AH Keep and As Is server integration to latest Storage and Backup. Recognized for having provided active updates on the project situation to the Customer and Management, forecasting for the management before escalation from customer and resolving critical issues by taking the lead in engaging respective stakeholders within short timelines. Received an excellent feedback from customers and APJ Regional Program Manager. Key Responsibilities:

Recommended by Ericsson APJ Regional Program Manager to take the role of Team Lead for the Ericsson RINA (Region India), and thereafter extended to cover RMEA (Region Middle East Asia - Pakistan) and RASO (Region Asia Southeast& Oceania) and a total of more than 70 sites with a team of 5 Project Managers.

Program / Project Manager - Lead - CIMB, BMMB &

AEON Account

Key Highlights:

Achieved account service management objective to improve root cause analysis deficit of 4000 RCA’s down to 1%

Achieved Incidents (High & top) reduction by 35%, medium 50% Reduced un-authorized changes to Zero by implementing the enhanced change management process Commended by Customer and Account Delivery Executive for excellent services provided Instrumental in the development of IT Quality policies, standards, guidelines and procedures based on Information Technology Infrastructure Library (ITIL) Managed production services and monitored progress of IT Service Management by implementing Standard processes and tools.

Effectively spearheaded operations management while dealing with technical/non-technical support groups and resolved internal and external disputes among vendors with ease. Successfully tracked projects progress towards achievement of key deliverables and helped to address the issues.

Played a key role in leading escalation meetings and generated key management updates. Key Accomplishment:

Recommended by the APJ Regional Account Delivery Executive to lead the Process Improvement Project in the CIMB, BMMB and AEON Accounts.

Incident, Problem, Change, Escalation & Release Manager/Team Lead - Ericsson Account

Key Highlights:

Ensured delivery within the given SLA/SLO in a 24x7 environment by expertly managing customers, multiple external vendor partners and internal support groups. Recognized and rewarded for achieving high customer satisfaction indices.

Won exemplary plaudits from Management for leading a troubled project and bringing more than 100 servers to be released for production in the Singapore Data Centre within 3 months. Key Responsibilities:

Discharged all responsibilities initially as the Incident Manager, and then went on to assume the role as Escalation Manager, Problem Manager and Change Manager, and subsequently as the Release Manager as well.

Managed a team of 12 to deliver IT Service Management based on ITIL on the Ericsson Account. Global IT Service Desk, Team Lead -

Ericsson Account

Key Highlights:

Achieved ‘Best Agent’ of the Month Award” 3 times consecutively; and thereafter went on to earn the quarterly, half- yearly and yearly titles. Promoted to become the Service Desk Team Lead in the second year itself. With expertise steered a team of 45 Call Agents to support Ericsson users globally across APJ, follow-the-sun for Europe and America with a monthly call volume of 15,000. Successfully handled calls entailing Microsoft OS, Office and Messaging Security Solutions such as Net ID Secure Email and many other ISIT Applications GUI, User Management in AD, SAP. Essayed an integral role in first level network troubleshooting to isolate the problem and assign to respective back office team for further resolution. Championed knowledge sharing within the team and developed team work to achieve Service Desk efficiency. Efficiently managed SLO reporting, customer complaints, conflict resolution and service improvement. Recognized as the Problem Solver amongst HP Support Team and received numerous commendations from Customers for delivery beyond expectation and always going the extra mile.

Key Responsibilities:

Assigned with all functions as Service Desk support analyst after joining and later promoted to become the Service

Desk Team Lead in second year.

Previous Assignments

Academics

Professional Certifications

Professional Trainings

Organization Designation Duration

Global Doctors Sdn Bhd, Malaysia System Administrator 2003 to 2004 Global Computers Private Limited, Pakistan Assistant System Administrator 1999 to 2000 Pursuing master’s in strategic business information system Postgraduate in Business Information Technology (PgD BIT), NCC Malaysia (2010) Advanced Diploma in Computer Studies(ADCS), Networking, Informatics Institute Malaysia (2004) Diploma in Computer Studies (DCS), Networking & Multimedia, Informatics Institute Malaysia (2002) Diploma in Computer Hardware (DCH), Global Computer Institute, Pakistan (2000) Project Management Professional (PMP)

IELTS (International English Language Testing System) MCTS (Configuring Windows Server 2008 Network Infrastructure) / MCTS (Configuring Windows Server Virtualization)

MCP (Managing & Maintaining a Microsoft Windows Server 2003 Environment) ITIL V3 Foundation

ITO Workplace 360 Services Offering Awareness (Tier 1) Introduction to Lean Six Sigma WBT

ITO Workplace 360 Services Solutioning Workshop (Tier 4) Cyber Security Phishing Awareness

Cyber Security - Smartphone Security

An Executive Overview of Hewlett - Packard’s ISO 9001:2008 Quality Management System The Future of ISOIEC 20000

Moving Through Change

Cyber Security - Anti-Phishing Phil

Customer Experience & NPS All-Employee

Customer Experience & NPS (frontline employees)

Standards of Business Conduct 2014 Annual Training Individual Contributor Process Improvement (Harvard ManageMentor11)

Cyber Security - Physical Security

Goal Clarity

Performance Calibration

Quick Start to Management @hp - for people managers only Cyber Security - Social Engineering

Document Management Process & Tool Internal Training HSIM Mgmt B2B Training for Asia

RevGen Procurement Training

Ratings and reviews

Preparing for Leadership - for Individual Contributors and Team Leads Troubleshooting-Systematic Problem Solving

Systematic Problem Solving

Systematic Problem Solving

Systematic Problem Solving WBT

Business Travel at HP

Global Trade Export Awareness

Leadership Essentials: Communicating Vision - English Leadership Essentials: Creating Your Own Leadership Development Plan The Voice of Leadership: Effective Leadership Communication Strategies GSD Leadership Development Series July 2012 - Escalation Management Deep Dive for Managers Authentic Leadership: Building your career with Seven A’s New to Cloud? This is What it is About

The 7 Habits for Managers: Habit 7- Sharpen the saw New Cloud Offering

Authentic Customer Experience

Security Incident & Escalation Management training Webcast for ADEs and CCLs EDGE Overview

EDGE Process Framework Overview

EDGE Tailoring Course

EDGE for Project Managers

EDGE Defects, Rework and Review of Work Products

EDGE SAR BPR Search Video Tutorial

EDGE Small Work Management

Ethics and Compliance 2011,2012,2013

Ethics and Compliance New Hire Training

TTM Module 0/1/2 Initiate and Bid Support Phase

TTM Module 3 Contract Preparation Phase

TTM Module 4 Account Initialization

TTM Module 5 Transition and Transformation Wave 1 implementation TTM Module 6 Monitoring and Control

TTM Module 7 Transformation Wave 2 Implementation

Cyber Security - Password Security

Enterprise Security Services - Supplier Security Compliance Management HP's CQ: Delivering Team Effectiveness through Cultural Competence Workplace Conflict: Strategies for Resolving Conflicts ITO Workplace 360 Services Offering Awareness (Tier 1) Introduction to Lean Six Sigma

Coaching to Improve Performance

Personal Dossier

Date of Birth : 30th Dec 1976

Languages Known : English, Urdu, Hindi, Punjabi, Malay Preferred Locations : Middle East / Singapore / Australia / Malaysia Nationality : Pakistan

Visa Status : Malaysian Spouse

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