Project Management Leader with 12+ Years PMO Experience

Ziad Muhammad AbdelAzim

Personal Information

Address: ** ***** **-******** **.,Marriottia

Cairo, Egypt

Mobile: +2-010********

E-mail: ****.*.*********@*****.***

LinkedIn Profile: https://www.linkedin.com/in/ziad-abdelazim-36814963/ Date of Birth: 19-7-1984

Nationality: Egyptian

Summary

Goal-oriented professional who enjoys a challenge and commits to the highest quality standards. Highly skilled in creating staff loyalty, development and empowering employees to excel. Well- organized, able to prioritize and generate results to achieve organizational objectives. Creative problem solver with ability to develop visionary solutions to complex business and technical challenges. Global thinker with strong business development and technology experience. Education

• Project Management Certificate, Colorado Boulder University, 2025

• Project Management Diploma (6th Edition), Regional Information Technology Institute

(RITI), 2018

• MBA, Master of Business Administration, Business School/English Section (Cairo University), 2013-2015

• Bachelor of Commerce, Accounting, Faculty of Commerce & Business Admin. (Helwan University), 2001 – 2005

Languages

• Native language Arabic

• Excellent command of both written and spoken English.

• Good Command of both written and spoken French

Training

• Descriptive and Inferential Statistics – Powered by Udacity – Feb 2020

• Data Analysis Track (One Million Arab Coders) – Powered by Udacity- Oct 2019

• Introduction to Data Science- Powered by Microsoft- Jun 2019

• Business Process Optimization - Powered by University of Illinois at Urbana-Champaign – Jul 2019

• Training of the Trainer (TOT) – Powered by Logic Training Center- May 2019 Experience

Head of PMO at Imtyaz Investment Holding Company

Sep 2024 – Present

• Lead the establishment and management of the Project Management Office (PMO) for IMTYAZ Holding and its operating companies.

• Standardize corporate governance frameworks across multiple business sectors, ensuring consistent project execution methodologies and compliance.

• Directed strategy implementation initiatives, ensuring alignment with corporate goals, budget adherence, and timely delivery.

• Develop detailed project charters, feasibility studies, risk management, and comprehensive change strategies aligned with organizational objectives.

• Oversee a portfolio of strategic projects simultaneously, prioritizing based on corporate importance and resource optimization.

• Led cross-functional project teams and facilitated communication among stakeholders, ensuring seamless project coordination.

• Chair the corporate Change Committee, driving effective decision-making on strategic initiatives and organizational changes.

• Design and implement standardized project documentation templates, KPIs, reporting structures, and communication plans.

• Monitor, controlled and report project progress, addressing deviations from plans, managing risks, and implementing corrective actions.

• Deliver regular progress reports to executive leadership, providing transparent insights into project performance and outcomes.

• Facilitate knowledge management by maintaining a project library covering governance models, templates, processes, and best practices

Program Manager at Zinad IT

Mar 2024 – Oct 2024

• Constructing project’s technical proposals during presales stage

• Oversaw a portfolio of cybersecurity awareness and technical projects, ensuring strategic alignment and successful execution.

• Developed and implemented program strategies, creating detailed plans, timelines, and budgets for efficient resource allocation.

• Coordinated with cross-functional teams, facilitating effective communication and collaboration to achieve program milestones.

• Engaged with clients globally, conducting face-to-face meetings to understand their needs and provide tailored cybersecurity solutions.

• Monitored program progress, identifying risks and implementing necessary adjustments to ensure successful project outcomes.

• Prepared and presented comprehensive program reports to senior stakeholders, communicating progress, challenges, and successes.

• Revamped applied processes with different teams to optimize SLAs that impact clients’ satisfaction and revenue generation.

• I established the library of PMs that covers, products awareness, process maps, docs, templates and reports to facilitate the PMs work also to be the base for any new joiners. PMO Manager at Raya Customer Experience (RCX)

Jan 2021 – Mar 2024

• Developed and constructed technical proposals during the presales stage, effectively communicating project scope and value to potential clients.

• Maintained and strengthened client relationships, ensuring high levels of satisfaction and long-term engagement.

• Performed comprehensive financial and risk assessments for major change management requests, ensuring informed decision-making and project success.

• Led client QBR meetings, focusing on transition and change management to align project objectives and client expectations.

• Tracked and measured project delivery and milestone completion, ensuring adherence to timelines and project goals.

• Prepared and delivered regular transition and Change Request (CR) reports to senior management, providing insights on project progress and performance.

• Ensured timely and accurate invoicing during the transition phase, maintaining financial accuracy and client trust.

• Reported performance metrics and SLAs accurately and promptly to management, ensuring transparency and accountability.

• Oversaw team activities, driving high performance levels and efficient project implementation.

• Managed project budgets and financial approvals, ensuring projects remained within financial constraints and adhered to approval processes.

• Led professional development initiatives for team members, aligning with organizational career progression and succession planning.

• Set team objectives in alignment with departmental goals, providing coaching and action plans to achieve desired outcomes.

Senior Project Manager at Raya Customer Experience (RCX) Dec 2016 – Dec 2020

• Identified client requirements, integrating best practices and regulatory standards into project plans.

• Analyzed customer business cycles and applied necessary technology to support project scope and processes.

• Developed detailed project plans, assigned tasks, and set authority levels to ensure team efficiency.

• Monitored and reported on project progress, ensuring timely adjustments and successful execution.

• Tracked project performance during stabilization, conducted client meetings, and performed improvement analyses.

• Prepared and presented technical materials to stakeholders, enhancing RCC service offerings.

• Participated in training programs, sharing best practices and guiding projects through collaboration with other PMs.

Contact Center Manager at OSN (Orbit Showtime Network) Aug 2015 – Jan 2016

• Evaluate and manages teams' development and improvements according to the status of the teams toward KPIs

• Ensure commitment to KPIs by developing consistent feedback and follow up meetings and checks

• Guide Team Managers, foster their professional development and growth

• Close monitoring the progress toward targeted KPIs and focus on sharing the lessons learnt among the team

• Ensure all employees are assessed on periodical basis along with the annual appraisal (and Semiannual appraisal)

• Ensures the deliverance of the adequate training on new products, technology, systems and assessed appropriately prior to any live interaction with customers

• Manages with recruitment team any ramp up campaigns to manage properly the required headcount

• Manages cross functional decisions to maintain and develop the required support needed from other departments like IT, HR, Facilities, Training and development Team Sr. Business Development Executive at Chamber of

Information Technology (CIT)

Jan 2015-July 2015

• Search and compile relevant data for technology market and customer analysis to reach out market insights and potential market opportunities / threats

• Play a key role in formulating business policies, directions and market positioning

• Develop and maintains strategic relationship with potential and existing business partners to facilitate business growth

• Manage the execution of business projects that benefits the targeted stakeholders

• Conduct Researches on the companies of the sector to generate clear understanding of development needs

• Direct technological improvements, reducing waste and business bottlenecks Contact Center Manager at Tres Jolie Voyage

Oct 2013– Dec 2014

• Establish the call center business processes, procedures and policies

• Ensures consistency of performance level within the team through assure the application of proper coaching and mentoring, one-on ones, performance reviews, action plans and disciplinary actions if needed

• Direct training and retraining of employees to boost performance and enhance business results

• Design and agree on the profile specs requirements per each role and supervise the selection processes with recruitment team

• Act as an escalation point for employee relations, and customer issues, where Team Managers assess the need for additional support

• Holding periodical meetings to discuss the progress against the set metrics with the Team Managers to decide any supportive or corrective actions

• Provide Senior the management with the adequate Reports those reflect the real performance, threats and advantages that can be predicted along with contingency plans and recommendations

• Participate in designing the required workflows and authorities needed on CRM

• Plan and execute CRM design, implementation and training project on all the entity department hand in hand with CRM vendor

Customer Service Manager at Al-Yaum Holding

Sep 2012 – Oct 2013

• Restructure process and policies of managing the operations of the call center relying on the organization's strategic objectives

• Maintain a high degree of Service level by supporting the schedule planning team with the forecasts to apply better utilization of staffing

• Design the workflows needed to shift to CRM dynamics tool depending on coordination with all concerned stakeholders

• Discuss & approve on coaching process & review the progress of their effectiveness with call center supervisors

• Create root cause analysis to the repetitive customers' complaints to improve the customers' experience with finding better alternatives to control the complaints to minimum

• Creates cost benefit analysis to the call center activities as a way to develop the marginal return of any added project to the call center

• Plans with HR Dep., the quarterly requirements of man power

• Hold weekly & the monthly performance meetings with supervisors discussing the expectations & validating the corrective actions

Operations - Team Manager at Stream Global Services (Currently Concentrix) Mar 2010 - Aug 2012

• Managed a team of average of 25 juniors and 2 seniors

• Coordinate with cross-functional departments to ensure the effectiveness of Cost/revenue planning

• Works head to head with the Training & Quality Dept.

• To ensure the agents development - whether it's an improvement plan for an experienced agent, or for new training/expansions plans

• Conduct day-to-day meetings with team members, discussing performance and its trends

• Attend internal and/or conference calls to discuss performance with upper management/client

• A SME (Subject Matter Expert) in certain areas of knowledge, thus delivering trainings and refreshment sessions as needed

Operations – Sr. Support Professional (Mentor) at Stream Global Services (Currently Concentrix)

May 2009 - Mar 2010

• Ensure delivery of excellent customer service

• Coordinate with other departments to resolve complaints or inquires

• Handle escalations and direct them if needed to proper departments

• Adhered to established policies, procedures and compliance for satisfactory audit rating

• Manage knowledge base to offer staff and customers immediate informational access to products, services and organization

Customer Service Representative at (CNE) Cable Network Egypt Nov 2006 - May 2009

• Receive inbound calls in ART and JSC Sports call center

• Handle billing calls related to financial transactions, subscriptions

• Update the history & customer contacts

• Apply first line of technical trouble shooting

• Handle most other issues that the customers may encounter

• Conduct out bound calls to retain customers

• Compiled customer feedback and recommended service delivery improvements to management

Contact this candidate