Zuhaib Shakeel
Senior Service Delivery Manager • Senior Transition Manager • Business Transformation Manager • Senior Change Manager • Change Project Manager
Dubai
Summary
Digital Transformation & Transition Leader with 18+ years of experience driving large-scale IT and Business Transformation programs within the BFSI sector. Specializes in Core Banking & Digital Payments modernization, delivered through excellence in Program Management, Global Transition Leadership, and Structured Change Management. Proven expertise in leveraging Generative AI and Digital Workplace platforms (Copilot, Google Workspace) to enable change and enhance adoption. A proven track record of leading complex, multi-million-dollar transitions, managing C-level stakeholders, and leveraging Agile-ITIL frameworks to achieve 100% SLA compliance, significant cost savings, and operational excellence.
Overview
19
19
years of professional experience
7
7
Certifications
Work History
Program Manager / Service Delivery Manager
Tata Consultancy Services (TCS)
12.2022 - Current
- Led the end-to-end transition and transformation of a multi-stream Digital Payments Modernization program for a global financial institution, from initial planning through to stable-state service delivery.
- Spearheaded the change management and adoption strategy for new AI tools (Microsoft Copilot) and digital workplace platforms, ensuring smooth user transition and maximizing ROI.
- Directed the transition of services from legacy systems to modern core banking platforms, managing technical, process, and people-related change to minimize business disruption.
- Established the transformation governance framework, including RAID management and CxO reporting.
- Achieved 100% SLA/OLA compliance post-transition for global service delivery streams.
Project Manager / Senior Project Consultant
MetLife GOSC
08.2015 - 11.2022
- Managed a portfolio of business transformation initiatives, focusing on operational efficiency and workflow modernization, resulting in 10–15% cost optimization.
- Drove change management for digitized customer service workflows, enabling faster claim processing and higher CSAT.
- Implemented Agile practices, improving delivery velocity by 25%.
Team Leader – Banking Operations
FIS Global
04.2012 - 06.2015
- Played a key role in the operational transition and integration of payment workflows, enhancing processing efficiency by 15%.
Early Career Progression
01.2007 - 01.2012
- Gained foundational experience in operational transitions and team management.
Education
Executive Certificate - Leadership & Change
IIM Lucknow
01.2019
BBA - International Business
SHUATS University
01.2007
Skills
Transformation & Transition: Digital Transformation, IT Transformation, Business Transformation, Global Transition Management, Program & Project Management
Certification
Microsoft 365 Copilot | Microsoft Learning
Timeline
Program Manager / Service Delivery Manager
Tata Consultancy Services (TCS)
12.2022 - Current
Project Manager / Senior Project Consultant
MetLife GOSC
08.2015 - 11.2022
Team Leader – Banking Operations
FIS Global
04.2012 - 06.2015
Early Career Progression
01.2007 - 01.2012
Executive Certificate - Leadership & Change
IIM Lucknow
BBA - International Business
SHUATS University