Mohammad Rashad Abdullah, EMBA

Experience

• 

  Elm Company

  Sept 2010 - Sept 2024

  • Implemented strategic digital transformation initiatives to enhance organizational effectiveness.• Crafted detailed business plans with clear objectives, strategies, timelines, budgets, and ROI projections for approval by executive leadership.• Streamlined business operations by implementing RPA solutions and maximizing resource allocation.• Led process improvement initiatives that resulted in increased efficiency and reduced operational expenses.• Championed change management initiatives that successfully realigned organizational priorities with shifting market demands.• Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.• Thoroughly examined and constructed operational business models. Show less • Managed methodology for business process analysis and reengineering process.• Led digital transformation activities for business operations.• Spearheaded robotic process automation (RPA) operations and activities for business operations.• Effectively handled human element of change process by raising awareness, promoting adaptation, and fostering individual engagement.• Examined and evaluated shared business policies, procedures, and compliance.• Oversaw activities of primary process and procedures documentation for business operations.• Handled Business Services Management, which involved managing service levels, service catalogs, and service enhancements.• Managed ongoing enhancement of Information Technology Service Management (ITSM), which includes Incident Management, Problem Management, and Change Management.• Oversaw entire lifecycle of Release Process Management.• Thoroughly examined and assessed effects of modifications to established operational business models. Show less • Managed team that oversees operation and management of products and projects in production environment for public entities and private companies across KSA.• Collaborated closely with cybersecurity team and various technical teams to enhance security capabilities and preparedness for managed services and projects.• Oversaw implementation of new products/projects in production environment, working closely with both business and technical teams.• Managed production projects and collaborated with both external and internal auditors. Show less • Effectively oversaw production and staging environments for Elm cloud Products [MaaS, Cloud-DMS, and Cloud-GRP], ensuring compliance with Elm policies and procedures.• Successfully managed public portals such as Muqeem, Efada, and HIS portals and oversaw various private projects for key government accounts.• Managed client operational requests, addressed complaints, and worked closely with technical team to resolve system incidents and problems.• Handled all business decisions for new deployments and changes, such as new releases, enhancements, bug fixes, and hotfixes on managed environments.• Managed all operational communication, both internally and externally, resulting in enhanced customer satisfaction.• Handled planning and execution of client operation support agreement and escalation plan. Show less • Oversaw processes of incident, problem, and change management.• Reviewed, updated, documented, and managed implementation of HPSM (Ticketing system).• Reviewed changes and scheduling through Change Advisory Board.• Managed process of approving or rejecting changes in accordance with established policies and procedures.• Efficiently handled Operation Service Request system, ensuring smooth management of request fulfillment.• Ensured effective communication with all department units to deliver outcomes aligned with assigned objectives.• Created comprehensive report summarizing performance and key performance indicator (KPI) results quarterly for relevant stakeholders. Show less • Successfully managed Elm SMS Services, including Ishaar for Jawazat, Moror, MOL inquiries, and Elm Bulk SMS GW, which served as crucial tool for all Elm products and services.• Oversaw Nafath portal, which served as platform for authentication of individual registrants via their online bank portal. This allowed them to receive government SMS notifications whenever there was change in their status.• Presented comprehensive feasibility study to CEO regarding building of Elm SMS Bulk GW. Successfully managed implementation process and effectively communicated with STC, Mobily, and Zain. Show less

  • Senior Business Operations Manager

    May 2024 - Sept 2024

  • Change Management Unit Manager

    Jul 2022 - Apr 2024

  • Program Manager

    Dec 2019 - Jun 2022

  • Senior Project Manager

    Nov 2016 - Nov 2019

  • Service Manager II

    Apr 2015 - Oct 2016

  • IT Services Manager

    Nov 2013 - Mar 2015

  • Service Manager

    Apr 2013 - Oct 2013

  • Assistant Service Manager

    Sept 2011 - Mar 2013

  • Operational & Customer Care Officer

    Sept 2010 - Aug 2011