Senior Delivery Service

Khaled Juma

*********@*****.*** +1-813-***-**** linkedin.com/in/khaled-juma

Proven areas of expertise

● IT & Network Business Strategy and Execution

● Large-Scope Service Delivery & Contract

Management

● Multimillion-Dollar Revenue Creation

● Double-Digit Profit Delivery & Growth

● Organizational development and coaching

● Customer Acquisitions & Contract Wins

● Program/ Profile Management & Program

Rescue

● Project lifecycle management

● International Team Building &

Leadership

● Organization/ Operation/ Maturity

Management

● Multicultural and international expertise

● Process, Performance & Quality

Improvement

Highlights

● During IBM’s tenure and then Kyndryl, managed +100M USD in IT services. Selected MEA standing ovation in 2021 and 2022.

● During Nokia's tenure, managed 505M Euro in the service business.

● Selected as one of the top 30 service business managers worldwide in Nokia Networks.

● Selected as Champion of the Nokia Networks Quality award for 2012

● Successfully achieved four consecutive Hajj e2e services (2009, 2010, 2011, 2012, 2014 and 2015) with certificates awards from Saudi Operators CEOs and CTOOs.

● Continue to achieve country business targets and successfully complete projects under budget, and majority on schedule as agreed with customers.

● Maintaining a very good CLI (Customer Loyalty Index) results in Nokia and CERS/NPS with IBM.

● Excellent in communications, developing and coaching people.

● Graduated from one of top 20 U.S. universities (University of Florida) in engineering and business management in the USA.

Khaled is a driven accomplished, committed business client executive Leader offering 26+ years of leadership expertise, makes the impossible, possible, overcome complex business and IT challenges, identify & grow business, gains client trust thru rescuing bottlenecked, business gaps, financially off- track projects, lead teams to achieve exceptional results Job History

Company Period Years in

Service

Position

Kyndryl Sep 21 - Nov 22 1 Senior Partner Client Exec. IBM Nov 13 – Sep 21 8 IS Senior Delivery Leader

Nokia Networks Jul 06 - Nov 13 7 Head of Services

AT&T Wireless Jan 00 - Jul 06 6 Senior Performance Manager LCC International Consultancy Aug 96 - Jan 00 4 Senior RF Consultant Sprint PCS Nov 95 - Aug 96 1 Senior Design Engineer Nextel Communication Jan 93 - Nov 95 3 Performance Engineer Experience

Senior Partner Client Executive (May 2021 – Nov 2022) Countries of coverage: KSA

• Overall contract owner

• SPOC for customer and manages Kyndryl and IBM DPEs

• Owns customer satisfaction and conflict resolution

• Owns revenue and gross profit/loss

• Creates and maintains a high performing account team

• Identifies and drives new business opportunities

• Creates and provides strategic direction for account

• Owns and enforces contract obligations

• Ensures and implement Project Office audit readiness IS (Infrastructure Services) Delivery Leader for multiple sectors: Telecom, Oil & Gas, Banking, transport, Utilities, Healthcare and Government. (Nov 2013 – May 2021). Countries of coverage: KSA, Kuwait, Egypt, and Pakistan

• Lead and manage cross-functional, cross-border, multinational teams of 500+ IT professionals.

• Align between delivery team and business heads on business strategies and growth.

• Own revenue, profit and loss (P&L) for Strategic Outsourcing accounts, project services and managed services deals valued $100+ million per year.

• Own contractual deliverables, compliance and over 200 SLAs to meet or exceed targets and bring clients delight.

• Own setting strategic business direction and forecasting with the client steering committee.

• Give business direction to DPEs (delivery partner executive), project services delivery managers and service delivery.

• Execute synergy, transformational KPIs and cost take away actions required to enhance profit margin. This led to double digit profit in 2018, 2017 and 2016

• Become a trusted solution advisor and implement resulting solutions to meet contract deliverables.

• Run and manage cost, schedule, and service deliverables to meet or exceed financial targets.

• Integrator of services to meet service level agreements. Hence, own service delivery quality, responsible for tracking and reporting service level attainment/objectives (SLAs/SLOs) and drives service excellence.

• Manage and deliver processes in proficient programs and service management

• Service country GM in identifying growth opportunities and contract profitability

• Run and oversee the gaps in IT services provided to customers and create the necessary improvements to reach customer satisfaction.

• Oversee all projects serving our customers in these countries including and not limited to BAU projects, transformation projects and new strategic projects.

• Identify staffing, based on skills strategy and business opportunities, to meet project or business demands. Further manage employee performance, career advancement, skill development and recognition using the IBM HR policies and procedures

• Govern high level customer's (CIO, CTO & GMs) meetings and escalation.

• Head Governance and PMO between IBM and client

Head of Services. Telecom sector (July 2006 – Nov 2013) Countries of coverage: KSA, Kuwait and Syria

• Accountable for revenue and profit. In 2013 total Revenue accountability reached 505M Euro annually. Profit reached double digit exceeding 27% GP

• Own the delivery of the entire Customer contract execution scope for all medium and large accounts – products and services - for business group

• Built E2E Network for several operators including and not limited to 1000 Telecommunication Towers, 5 data centers, 10 Mobile Switching Centers, 10 SGSNs, 4 OSS, 20 BSCs, 10 MGWs, 8 HLRs and 2000 base stations.

• Lead and manage cross-functional, cross-cities, multinational teams of 300+ Telecom professionals.

• Oversee procurement, relationship with suppliers and sub-contracting companies (15 major Telecom suppliers + 20 sub-contractors) and manage interfacing between these suppliers and support functions within our company.

• Capture insight to the business unit on how to best develop and leverage Supplier capabilities for the organization

• Prime Nokia for the assigning scope, planning, execution, resource allocation, prioritization and escalation topics for the entire services and delivery process.

• Own client relationship and escalation with operators CTOOs and CTOs of assigned countries.

• Control E2E planning and management of financial and operational performance.

• Enrich Service Business/Solution Creation through:

Customizing and implementing services delivery strategy according to the Nokia strategy / business plans

Contributing in identifying and creating business opportunities

Contributing to pre-sales and sales/tendering processes

• In charge of people management role which includes and not limited to the following:

Provide role guidance, roadmap clarity, training required and development opportunities.

Support individuals with their escalations on their functional managers and vice versa

Continue assess individuals’ talents and ensure meeting business needs

Ensure quarterly checkpoint performance reviews, bi-annual career conversation, participating and submitting pulse surveys.

Senior Performance Manager (Jan 2000 – July 2006)

Area of coverage: Central & North Florida

Lead the RF performance department which was responsible for maintaining the performance of current two GSM Networks (former Cingular Wireless and AT&T Wireless), in addition to overseeing the UMTS design and HW implementation of Ericsson platform and operation. The department included 6 internal engineers, 4 RF contactors, 2 consultants and Nokia vendor personnel (20 people). The Performance management responsibilities:

a- Maintained the KPI (Key Performance Indicators) for voice and data in accordance with corporate standard CHQ. These KPIs (120) are reviewed and examined every morning for Central and North Florida Markets (Orlando, Gainesville, Ocala and Jacksonville). b- Evaluate and analyze the critical and major alarms and communicate analysis immediately with the operation team for resolution.

c- Conduct a weekly meeting to review the top ten highest dropping sites of the system and assist the engineers on action planning and problem solving. d- Responsible for developing and providing work procedures to the RF team for optimization, Nokia BTS troubleshooting, cluster testing and interference testing. e- Oversee the cell growth in my team’s area, by coordinating with the RF Design Group to identify the coverage holes and provide location recommendations for the new sites. f- Strengthen the performance of the system through working on special projects (ex. BTS & parameter algorithms testing, PushToTalk, MaxCap, special antenna selection and FOA on BTS/BSC loads etc.)

g- Give technical recommendations to other markets, departments and corporations of Cingular to help on procedures and cost reduction.

● The engineers’ supervision functions include:

a. Outline the specifications of the particular project such as, defining goals, timelines, priorities, roles, limits and lead the action planning.

b. Validate and monitor the progress of the project and remove obstacles to goal accomplishment and problem solving.

c. Helps the individual analyze successes and failures and consider alternatives. d. Provide support, reassurance, encouragement, and praise to build competence. e. Conduct a quarterly evaluation on individuals’ performance and discuss results and comments with the individual.

Senior RF Consultant (Aug 1996 – Jan 2000)

Area of coverage: Florida State, USA

Leading five RF (Radio Frequency) engineers to perform the following projects scope: cell integration, optimization, and performance analysis. In addition, the team was responsible for cell modification testing, system benchmarking link Budget calculation, drive test data analysis, propagation tool tuning, frequency planning, and C/I study analysis. In addition, developed work procedures for cell design, cell integration and optimization. Facilitated and conducted testing projects: Allgon Repeater, Dual polarized antenna and in-building coverage analysis. Also have supervised an RF exposure testing team, and responsible for troubleshooting CellCad’s operational problems; maintain database and regular backup of programs. Projects were performed accurately, in timely manner and with excellent satisfactory output to the client Design Engineer (Nov 1995 – Aug 1996)

Area of coverage: Miami, Fort Lauderdale and West Palm Beach, Florida Oversee the vendor's RF design (Nortel). Create and facilitate alternative solutions to assist the vendor in meeting the sprint corporation's specifications. Implement, optimize, and maintain the system when it is built.

Performance Engineer (Jan 1993 – Nov 1995)

Area of coverage: Across Florida state

Collect, process, plot, and analyze RF data on existing and potential cellular sites. Also, work in a team during frequency planning, propagation study and site analysis. Also have handled the benchmarking project of five cellular networks (500 RF locations) with all related processing work. Furthermore, I have been assigned to conduct an antenna search study and submit recommendations. The search included: a co-channel study using the system collected data, determined the disadvantage and the advantage of the existing antenna, finalized the requirements for the alternative antenna, searched for an antenna vendor that meets the requirements. Lastly, requested an antenna consignment to be tested in the problem areas, analyzed, and documented the findings, and submitted the recommendations to the senior RF manager. Education

University of Florida (8/1/87 - 12/22/91)

Bachelor of Science degree in Electrical & Computer Engineering University of Florida. Graduate study projects (5/1/91 - 4/1/92): Project1 - Speech scrambling using Band splitting Technique. Project2 - Remote calling services on phone messaging system. Management Courses

● MD101, MD102, MD201 and Certified Interviewer.

● Project Executive Growth Leadership Accelerator

● Introduction to the Delivery Project Executive Job Role

● Delivery Partner Executive (DPE) Compliance Education Refresher

● Networking for Cloud, Analytics, Mobile and Security services

● A Guide to Client Conversations for Fast Track to Enterprise Hybrid IT

● Fast Track to Enterprise Hybrid IT

● IBM Resiliency Services Framework

● Mobility Sales Tactics Overview

● Security Services

● client Value Play Overview for ITS Channel Sales

● Advanced Contract Financial Management

● Compliance Academy - Refresher Course

● Sub-Capacity Licensing for Virtual Environments

● PMP certificate Program

● Contract Management

● Managing Human Performance

● Managing Interpersonal Relationships

● Situational Leadership

● Progressive Discipline

● Grow your Business

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