WAIEL ACHI
Ruakaka,NTL
Summary
Senior Project Manager with over 20 years of experience in ICT, cloud transformation, and software development projects. Skilled in gathering and defining business requirements, leading cross-functional teams, and ensuring high-quality project execution while maintaining profitability. Proficient in Agile and Waterfall methodologies, stakeholder management, and business analysis. Demonstrated expertise in financial oversight and process improvement, ensuring projects meet objectives and drive business success. Extensive experience working with top technology vendors such as Microsoft, Ericsson, HP, Cisco, and others, specializing in M365 Security, Microsoft Azure, Intune, and Ericsson/Nokia networks. Successfully delivered strategic and complex enterprise programs while collaborating with internal teams including Sales, Marketing, HR, Procurement, IT, Operations, and Finance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
ICT Project Manager
Ricoh
09.2023 - Current
- Manage multiple technology programs including Azure and SharePoint migration, M365 security remediations, and Intune/Autopilot rollout, ensuring alignment with customer needs, financial compliance, and risk mitigation
- Designed and implemented hybrid Agile-Waterfall delivery frameworks for flow automation projects (e.g., ABBYY, Power Automate), reducing delays by 30% and ensuring compliance with PMO standards
- Spearheaded the implementation and uplift of project delivery governance frameworks, templates, and reporting tools, improving standardisation and compliance across multiple concurrent projects
- Lead the adoption of Smartsheet, Power BI, and Azure DevOps for portfolio dashboards and Agile deliveries, enabling data-driven decision-making and real-time performance tracking across programs
- Capacity Planning & Upskilling: Coach PMO team on Agile practices (Scrum, INVEST user stories) and introduced OKR frameworks outcome-based KPIs, improving delivery velocity by 25% and onboarding efficiency by 30%
- Conduct risk assessments for $1.2M+ projects, maintaining
- Owned and optimised resource planning and customer onboarding processes, ensuring seamless transitions for customers and service desk teams, improving delivery readiness and client satisfaction
- Led process creation and mapping for customers’ onsite support processes across Oceania, ensuring consistency and efficiency
- Reviewed and validated SoWs, ensuring alignment with presales design and technical specifications
- Led network modernization projects implementing access points, firewalls, routers, other components, and cloud-based authentication with integration of the existing systems
- Manage project financials and KPIs, maintained project profitability ensuring
- Led continuous improvement initiatives by proactively aligning Presales, Engineering, and Finance teams to streamline workflows from pre-sales to delivery, resulting in a 20% increase in quotation accuracy
Tender Project Manager
Kantel
05.2022 - 12.2022
- Developed winning technical and financial proposals for telecom customer support tenders
- Produced technical and financial offers, and procedure manuals for Incident Management
- Developed comprehensive Statements of Work (SOWs) and ensuring clarity in project scope and deliverables
Agile Project Manager | Product Owner
Fourth Dimension Networks
12.2020 - 05.2022
- Led the end-to-end development of a SaaS-based online reservations platform (Quick Serve), aligning Agile processes with business requirements
- Established Scrum framework and coached team on Agile practices, leading to a 50% reduction in delays
- Modeled financial, growth, product, and marketing funnel metrics in Power BI to guide stakeholder decisions, increasing user engagement and enhancing decision-making and performance tracking
- Achieved significant increases in application usage, with over 4k bookings per month, user engagement by 30%, conversion rates and raised client retention rates from 55% to 85%
- Conducted risk assessments and developed mitigation strategies, ensuring project delivery within scope, budget, and schedule
- Implemented continuous improvement initiatives and process optimizations, contributing to a 20% increase in project success rate
- Captured and documented customer requirements in epics, user stories, and functional requirements
- Trained team to write user stories following INVEST criteria, and developed Definition of Done for them ensuring alignment with business needs
- Designed and implemented CI/CD pipelines via Azure DevOps, accelerating software release cycles
- Facilitated Scrum ceremonies and coached team on Agile practices such as integrating Kanban board with Scrum framework, using Planning Poker to estimate stories and product backlog refinement
Project & Service Delivery Manager
Ericsson
01.2017 - 12.2019
- Managed a $4M portfolio of complex projects achieving a 75% client satisfaction rate and exceeded annual financial performance targets by 20%, with a margin of 60%
- Stakeholder Collaboration: Partnered with internal and external stakeholders to implement projects, driving operational improvements worth 100K USD in the hardware supply chain
- Governed and negotiated Service Level Agreements (SLAs) ensuring compliance with contractual obligations, demonstrating strong stakeholder and vendor management skills
- Led globally distributed cross-functional teams in incident management processes and served as the primary point of contact for the delivery of all support
- Coached support team members on growth skill development, preparing them for technical manager roles and enhancing overall team performance
- Took ownership of incident management processes, leading teams in ticket investigations and applying advanced problem-solving and analysis techniques along with proactive and preventive procedures
Technical Support Engineer & Team Leader
Ericsson
05.2010 - 12.2016
- Led the tickets investigations and problem solving within cross-functional teams
- Defined in collaboration with line managers the Customer Network Support CNS Lead job role
- Supported telecom operators in the middle east in the following mobile networks domains: core network (UDM, MSS, IMS and packet core), Radio Access Networks and transmission nodes
- Achieved the lowest average ticket resolution time KPI in the Middle East customer region
Transmission and Radio Team Leader
IBC
03.2009 - 04.2010
Core Network Expert
Vodafone
03.2008 - 08.2008
Network Management Center Leader & Core Network Engineer
MTN
12.2003 - 04.2008
Education
Master of Business Administration (MBA) -
University of Northampton
United Kingdom01.2017
Bachelor of Electronics Engineering -
University of Damascus
Syria01.2003
Skills
- Project Management
- Client relationship management
- Project requirements analysis
- Budget management
- Service Delivery Management
- Agile & Hybrid Delivery
- Business analysis
- Software Development Lifecycle (SDLC)
- Process Mapping - Promapp
- Change Management
- Leadership, coaching & training
- ITIL Service Lifecycle Management
- Risk Management
Certification
- Google Project Management
- Microsoft Azure Fundamentals
- Professional Scrum Master PSMI
- ITIL 4 Foundation Certificate
- PRINCE2 Foundation Certificate in Project Management
- Digital Transformation Leaders Boot Camp
- Agile Scrum Foundation
LNGG
Arabic
English
French
Accomplishments
- Increased Quotation Accuracy: Improved pricing precision by 20% through enhanced collaboration
- Profitability Focus: Maintained project cost variance under 5%, ensuring financial success
- Agile Transformation Leadership: Reduced project delays by 50% and enhanced delivery speed
- Software Project Success: Led Quick Serve development to be No.1 in its sector in Qatar
HONORS & AWARDS
Ricoh:
Employee of the Quarter (Q3 2024)
Above And Beyond Award (Q2 2024)
Ericsson:
MBA Scholarship Award 2015
Employee of The Year 2015
Timeline
ICT Project Manager
Ricoh
09.2023 - Current
Tender Project Manager
Kantel
05.2022 - 12.2022
Agile Project Manager | Product Owner
Fourth Dimension Networks
12.2020 - 05.2022
Project & Service Delivery Manager
Ericsson
01.2017 - 12.2019
Technical Support Engineer & Team Leader
Ericsson
05.2010 - 12.2016
Transmission and Radio Team Leader
IBC
03.2009 - 04.2010
Core Network Expert
Vodafone
03.2008 - 08.2008
Network Management Center Leader & Core Network Engineer
MTN
12.2003 - 04.2008
Master of Business Administration (MBA) -
University of Northampton
Bachelor of Electronics Engineering -
University of Damascus
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