Senior Project Management

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 Telecom tenure, managed €200M in the service business per annum.

● During IT tenure, managed $50M in IT services per annum.

● Selected as one of the top 30 service business managers worldwide and selected the standing ovation in 2021 and 2022.

● Selected as Champion of Quality award for 2012

● Successfully achieved four consecutive Hajj e2e operational services (2009, 2010, 2011, 2012, 2014 and 2015) with certificates awards from 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) and CERS/NPS results.

● 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 results-driven business client executive leader with over 29 years of experience. He excels in overcoming complex business and IT challenges, identifying growth opportunities, and leading teams to achieve exceptional results. With a proven track record of rescuing bottlenecked projects and gaining client trust, Khaled is a valuable asset for any organization. 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)

• Owned the Overall contract obligations for the 2 nd

biggest MEA strategic account

• Designated SPOC for customer and managed Kyndryl and IBM DPEs

• Created & executed client transformation programs to drive strategies, optimization, and modernization

• Owned customer satisfaction and conflict resolution

• Owned revenue and gross profit/loss

• Created and maintained a high performing account team

• Identified and drove new business opportunities

• Created and provided strategic direction for account

• Owned and enforced contract obligations

• Ensured and implemented Project Office audit readiness

• Demonstrated ability to shape large complex, multi-competency deals across the Kyndryl Practices portfolio (e.g., Cloud, Applications, Data/AI, Network & Edge, Datacenter, Security, Resiliency, and/or Digital Workplace Services)

IS (Infrastructure Services) Delivery Leader for multiple sectors: Telecom, Oil & Gas, Banking, transport, Utilities, Healthcare and Government. (Nov 2013 – May 2021).

• Led and managed cross-functional, cross-border, multinational teams of 500+ IT professionals.

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

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

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

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

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

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

• Became a trusted solution advisor and implemented resulting solutions to meet contractual deliverables.

• Ran and managed cost, schedule, and service deliverables to meet or exceed financial targets.

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

• Contributed to Digital Workplace client consulting engagements, which involve conducting client workshops, capability assessments, maturity assessments, and designing strategic roadmaps, deployment plans, and conceptual solutions.

• Managed and delivered processes in proficient programs and service management

• Serviced country GM in identifying growth opportunities and contract profitability

• Ran and oversaw the gaps in IT services provided to customers and created the necessary improvements to reach customer satisfaction.

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

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

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

• Headed Governance and PMO between IBM and client Head of Services. Telecom sector (July 2006 – Nov 2013)

• Owned revenue and profit. In 2013 total Revenue accountability reached 505M Euro per annum. Profit reached double digit exceeding 27% GP

• Owned 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.

• Led and managed cross-functional, cross-cities, multinational teams of 300+ Telecom professionals.

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

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

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

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

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

• Enriched Service Business/Solution creation through identifying and creating business opportunities.

• Owned high people line management functions and responsibilities. Senior Performance Manager (Jan 2000 – July 2006)

Led 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). Senior RF Consultant (Aug 1996 – Jan 2000)

Led five RF (Radio Frequency) engineers to perform the following projects scope: cell integration, optimization, and performance analysis. Moreover, 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 RF exposure testing team, and was responsible for troubleshooting CellCad’s operational problems; maintained 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)

Oversaw the vendor's RF design (Nortel). Created and facilitate alternative solutions to assist the vendor in meeting the sprint corporation's specifications. Implemented, optimized, and maintained the system when it was built.

Performance Engineer (Jan 1993 – Nov 1995)

Collected, processed, plotted, and analyzed RF data on existing and potential cellular sites. Also, worked 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 which 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

Agile vs. waterfall methodology. Scrum framework

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

client Value Play Overview for ITS Channel Sales

Advanced Contract Financial Management

Compliance Academy - Refresher Course

Sub-Capacity Licensing for Virtual Environments

Knowledge of different technologies, for Servers: used Windows, Linux. For databases used Oracle, SQL. For storage used EMC. For Network: used Cisco SDWAN, SDA, ACI, ISE. For virtual: used ESXi, HyperV. For voice: used Cisco Call Manager, Jaber, Webex. For mail: used Microsoft Exchange, O365. For Digital Workplace: used Service Desk, Virtual Desktop, Collaboration, device Management, and Active Directory, serviceNow. For Security-Firewall: used IPS, Qualys, Qradar, Carbon Black and Symantec

PMP certificate Program

Contract Management

● Managing Human Performance

● Managing Interpersonal Relationships

● Situational Leadership

● Progressive Discipline

● Grow your Business

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