Shoaib Abdulrahman
Service Delivery Manager
Summary
Experienced in delivery management, having managed multi-skilled teams for more than 20 years delivering excellent digital projects on schedule and within budget. Competent in Agile methodologies, stakeholder management, and project lifecycle management. Proven capacity to plan, create, and manage innovative digital products and services for OTT, apps, and portals. Capable of boosting revenue, enhancing customer satisfaction, and offering technology solutions. Strong interpersonal and leadership abilities, together with certification in the Business Process Framework (eTOM) and Open Digital Framework.
Overview
21
21
years of professional experience
2018
2018
years of post-secondary education
4
4
Certifications
3
3
Languages
Work History
Technical Specialist
Tech Mahindra Limited
07.2022 - Current
- Oversee the successful delivery of digital projects, ensuring adherence to defined scope, timelines, and budgets
- Act as the primary point of contact for clients, resolving escalations, and ensuring satisfaction
- Collaborate with internal and external stakeholders to plan and execute multiple concurrent projects
- Maintain project visibility through status reports to senior management, ensuring progress aligns with objectives
- Lead cross-functional teams, providing training on quality guidelines and career path guidance
- Streamlined processes to improve project efficiency and reduce errors, achieving productivity savings and thus reduced project timelines by 20% through process optimization
- Designed and implemented solutions to improve SLA compliance, increasing customer satisfaction from 85% to 96% in three months
Senior Manager-Digital Services
Digitral Pvt Ltd
04.2017 - 06.2022
- Company Overview: (Formerly IMImobile Pvt Ltd)
- Delivered complex digital solutions, including OTT, Apps, and Portals, ensuring on-time and zero-defect launches
- Managed client relationships and acted as a liaison for technical discussions and business requirements
- Optimized delivery processes, reducing project timelines by over 20%
- Spearheaded Agile implementation, driving team efficiency across regional accounts
- Trained and mentored a team of 10+ members, fostering career growth and process adherence
- (Formerly IMImobile Pvt Ltd)
Account Manager
Digitral Pvt Ltd
12.2012 - 03.2017
- Company Overview: (Formerly IMImobile Pvt Ltd)
- Responsible for driving VAS revenue for Aircel South Region account
- Execute various promotional and VAS acquisition programs to increase the Subscriber base and revenue
- Manage the WAP platform for South Circles
- Conceptualize and launch new products across all platforms( Voice, SMS & Data)
- Key ownership in driving revenue across South Region for Aircel – SMS, Voice and WAP
- Micro segmented approach for better conversions
- Data Analysis to improve the conversions and targeting the segmented customer for better results and reach
- Responsible for content management across various product platforms like CRBT, Voice portal and WAP
- (Formerly IMImobile Pvt Ltd)
Assistant Manager
Digitral Pvt Ltd
12.2008 - 11.2012
- Company Overview: (Formerly IMImobile Pvt Ltd)
- Responsible for driving VAS revenue for Aircel South Region account
- Execute various promotional and VAS acquisition programs to increase the Subscriber base and revenue
- Manage the WAP platform for South Circles
- Key ownership in driving revenue across South Region for Aircel – SMS, Voice and WAP
- Micro segmented approach for better conversions
- Data Analysis to improve the conversions and targeting the segmented customer for better results and reach
- Responsible for content management across various product platforms of Voice portal and WAP
- (Formerly IMImobile Pvt Ltd)
Senior Executive
Digitral Pvt Ltd
12.2007 - 11.2008
- Company Overview: (Formerly IMImobile Pvt Ltd)
- Responsible for driving VAS revenue for Aircel Chennai & RoTN Region account
- Execute various promotional and VAS acquisition programs to increase the Subscriber base and revenue
- Manage the WAP platform for South Circles
- Key ownership in driving revenue across Chennai & RoTN Region for Aircel – WAP
- Micro segmented approach for better conversions
- Data Analysis to improve the conversions and targeting the segmented customer for better results and reach
- Responsible for content management on WAP
- (Formerly IMImobile Pvt Ltd)
Executive - Mobile Services
Vikatan.com Pvt. Ltd
02.2007 - 11.2007
- Designing of new VAS product and testing them before launch
- Creating new products, increasing user engagement and download counts
- Was instrumental in product acquisition and increase product usage/revenue planning
- Successfully Launched Ticketing solution for Events Conducted by Nanayam Vikatan
- Successfully Launched Subscription Registration based on SMS for Vikatan Magazine Annual Service
- Successfully Launched SMS Based query/complaints registration for Vikatan Magazine Subscribers
Sr. Executive- VAS
PP Merchandising Services (Deputed HUTCH)
06.2004 - 01.2007
- Responsible for the target on Hutch Mail and Hutch access activations
- Delivered high-quality VAS solutions, improving customer satisfaction and driving revenue growth
- Launched Hutch Mail Successful in Hutch Chennai and bought in new corporate Polaris & VST Cars for Hutch Mail
Education
MBA - General Management
ICFAI University
01-2015
Diploma in Electrical And Electronic Engineering -
SRI SAIRAM POLYTECHNIC COLLEGE
04.2001 - 01.2004
Skills
MS Office Suite
undefinedCertification
Open Digital Framework Foundation Level Exam
Core Competencies
- Delivery & Program Management
- Client & Stakeholder Management
- Agile & SCRUM Methodologies
- Project Lifecycle Management
- Leadership & Team Development
- Process Optimization & Issue Resolution
- Digital Transformation & Technical Support
Accomplishments
- Successfully launched WAP platform on Aircel first in TN and replicated the same across other south circles.
- Launched ARBT and Signature Tunes in Chennai and RoTN Circle, a first of its kind among Aircel Circle.
- Launched Cut Your RBT a First of its Kind Service on Aircel RBT where the user can select his favorite part of the song as RBT.
- Launched Industry-First Live Balance Check Feature on Promo Campaigns.
- Launched GitaZone a Regional Music App for Ooredoo Myanmar.
- Launched Football Video Streaming service for Mobitel Sri Lanka & Ooredoo Myanmar.
- Initiated & Driven the process of Digital Transformation for IMImobile service on Ooredoo Myanmar.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Tamil
Advanced (C1)
Telugu
Intermediate (B1)
Timeline
Technical Specialist
Tech Mahindra Limited
07.2022 - Current
Senior Manager-Digital Services
Digitral Pvt Ltd
04.2017 - 06.2022
Account Manager
Digitral Pvt Ltd
12.2012 - 03.2017
Assistant Manager
Digitral Pvt Ltd
12.2008 - 11.2012
Senior Executive
Digitral Pvt Ltd
12.2007 - 11.2008
Executive - Mobile Services
Vikatan.com Pvt. Ltd
02.2007 - 11.2007
Sr. Executive- VAS
PP Merchandising Services (Deputed HUTCH)
06.2004 - 01.2007
Diploma in Electrical And Electronic Engineering -
SRI SAIRAM POLYTECHNIC COLLEGE
04.2001 - 01.2004
MBA - General Management
ICFAI University
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