Mahmoud Omar

Led complex, cross-functional programs, driving alignment across diverse teams and ensuring clear reporting cadences, consistent governance, and successful delivery of strategic outcomes. Created and refined executive materials and established robust program governance frameworks.

Managed senior stakeholder expectations and led cross-functional teams to design business transformational processes across four workstreams. Delivered ITSM implementation and migration projects, achieving 20% resource efficiency improvement and 90% Help Desk Fix target.

Managed end-to-end project delivery and multi-supplier service migrations, ensuring business continuity, data integrity, and contractual SLA/KPI compliance. Achieved 95% customer satisfaction and maintained strong vendor relationships.

Managed complex customer service issues, change management, and regional governance frameworks. Successfully completed handover to operations for 50+ sites and maintained error-free monthly billing validation reports.

Optimised IT infrastructure and service availability across major accounts, leading ICT Service Desk and End-User Services. Drove continuous service improvement, achieving 15% cost reduction through automation and maintaining 95% CSAT and NPS of 9.

Earned the People Leadership Credential L1 from the Project Management Institute in 2025.

Certified in DevOps Fundamentals by DevOps Institute in 2025.

Completed the Delivery Lead Practitioners Workshop at Accenture in 2024.

Completed a Master of Business Administration (MBA) from RB College, United Kingdom in 2021.

Completed a Cybersecurity Diploma in Advanced Computer Security from Stanford University in 2021.

Certified in Scrum Fundamentals by Scrum Alliance in 2020.

Certified as an IBM Certified Manager by IBM in 2020.

Certified as a Project Management Professional (PMP) by the Project Management Institute in 2019.

Certified in COBIT5 by ISACA in 2018.

Certified in ITIL Foundation by AXELOS in 2016.