Sal Dhumadia

As a highly accomplished professional with extensive UK Public Sector and Telecoms programme delivery experience (Home Office, Emergency Services Network, major MNO programmes), I possess a strong track record of driving achievements and delivering complex, high-impact results. I have consistently exceeded expectations and delivered significant milestones across multi-disciplinary teams. My expertise lies in improving programme effectiveness and operational efficiency, resulting in streamlined delivery processes, stronger governance, and substantial cost savings.

I have a proven ability to negotiate and manage large contracts, establish and maintain clear KPIs and SLAs, and ensure their successful implementation to support customer and organisational outcomes. As a skilled leader, I have successfully guided department managers and cross-functional teams to support wider business objectives and meet performance targets. With a strategic and data-driven approach, I utilise my expertise to shape delivery frameworks, negotiate commercial terms, and ensure alignment with organisational goals.

I bring a proactive and hands-on approach to managing third-party partners, MNOs and vendors, continuously seeking opportunities for operational improvement, transformation, and innovation. Collaboration with key stakeholders, including senior executives and public-sector leaders is fundamental to my approach. By effectively aligning business performance with budgetary objectives, I contribute to improved financial outcomes, enhanced customer experience, and consistently strong programme delivery.

I am committed to driving success through disciplined governance, strategic planning, and high-impact leadership

Senior Programme Manager & Head of Transmission Operations at British Telecom (2020-04 – Present)

• Aligned day-to-day operations with wider business plans, making sure teams were working toward the same goals and improving how services were delivered.
• Provided clear direction and leadership to department managers and cross-functional teams (domestic and international), ensuring consistent delivery across technology, service and platform-based workstreams.
• Played a pivotal role in developing and executing the wholesale department's strategy, actively participating in relevant tasks and effectively delegating responsibilities.
• Successfully negotiated and managed contracts with multiple Mobile Network Operators (MNOs), ensuring clear and appropriate Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) were agreed upon, leading to enhanced customer satisfaction and long-term partnerships.
• Led and managed diverse teams responsible for deployment, Radio Access Network (RAN), IP, Planning, and Design, both domestically and internationally, fostering a highly engaged and high-performance workforce.
• Worked closely with BT Business C-suite and senior public sector leaders to ensure alignment between service performance, programme delivery and commercial expectations.
• Developed comprehensive cost models that accurately assessed the impact of new work streams on revenue and margin, driving data-driven decision-making and maximising profitability.
• Successfully managed and delivered multiple programmes, including the 5G rollout for major Mobile Network Operators (MNOs), ensuring timely execution, adherence to quality standards, and high customer satisfaction.
• Proactively handled customer escalations, promptly resolving issues within agreed-upon service level agreements (SLAs), minimising customer disruption and maintaining a reputation for excellence.
• Oversaw budgets across internal, third-party and offshore teams, ensuring clear control of expenditure and consistent delivery across service-oriented environments.
• Exhibited strong negotiation and contract management skills in defining, negotiating, and managing contracts with different Mobile Network Operators (MNOs), resulting in mutually beneficial agreements and long-term partnerships.
• Successfully implemented full lifecycle resource planning and fulfilment strategies, resulting in continuous and effective operational performance, optimal resource utilisation, and improved productivity.
• Utilised advanced data analysis techniques to collate and analyse performance data, operational metrics, and workload forecasts, leading to the identification of cost-saving opportunities, process improvements, and data-informed strategic decision-making.

Senior Programme Manager at British Telecom (2017-03 – 2020-04)

• Accountable for managing multiple programmes involving major Mobile Network Operators, overseeing delivery managers, contractors and over 100 onshore/offshore resources across complex service-led environments.
• Presented programme efficiency findings to senior leadership, illustrating the impact on revenue, margin and overall financial performance, supporting data-driven decisions similar to digital and SaaS service reviews.
• Held responsibility for customer programmes, ensuring objectives were met through structured governance, consistent service performance and clear alignment to commercial and delivery targets.
• Collaborated with the Director of Mobile Infrastructure Delivery and account teams to maintain strong alignment between programme goals, financial expectations and service outcomes.
• Developed detailed cost models to assess the impact of new workstreams on revenue and margin, providing accurate resource and financial forecasts in line with modern service-based operating models.
• Managed and led the BTE transmission team across planning, design, deployment, site activation and RAN activities, ensuring coordinated delivery across technical, operational and customer facing workstreams.
• Successfully managed transmission programmes for key clients including the Home Office, the Emergency Services Network and Extended Area Search, ensuring efficient delivery and consistent service performance.

MBNL Complex Customer Operations Delivery Manager at British Telecom (2015-02 – 2017-03)

• Managed and led a diverse team of 36 onshore and 106 offshore members as part of the MEAS operation, ensuring smooth day-to-day operations and successful deployment onto the MBNL/TEF network.
• Proactively managed teams and first-line managers to ensure delivery against contract SLAs, conducting detailed analysis of customer requirements and effectively resolving issues to ensure service delivery.
• Managed customer relationships and peer-to-peer relationships across BT and third party stakeholders.
• Led operational units in the delivery of complex MEAS and data services, maintaining process compliance, and achieving service standards.
• Ensured alignment and consistent review of processes as part of continuous improvement efforts, driving efficient delivery and exceeding customer expectations.
• Led the successful transition of work from an onshore team to multiple offshore teams, overseeing the design and delivery of processes, on-site training, and consolidation efforts.
• Actively involved in the ESN project, collaborating with various stakeholders (TSO, OR, WL) to establish a usable end-to-end lease line delivery process.

Permit & Financial Requisition Manager at BTW Transmission (2012-08 – 2015-02)

Senior Designer at BT (2005-01 – 2012-11)

Broadband Assurance Trainer at BT (2003-01 – 2005-01)

BSc (Hons) in Computing – Manchester Metropolitan University (2000 – 2004)

A Levels in Biology, Computing & Business Studies – Bolton Sixth Form College (1997 – 1999)

GCSEs in English & Mathematics – Hayward School (1992 – 1997)