Muhammad Adil Shafiq

Senior Technology Project & ITSM Manager with 22+ years of experience leading IT projects and solutions from initiation through closure across Banking, Retail, Consulting and Healthcare sectors. Delivered QAR 150M+ in technology transformation initiatives — spanning data center, contact center, network, storage, and security platforms — on schedule and within budget, through full-cycle RFP/RFx procurement, business analysis, SDLC, and third-party application implementation. PMP®-certified (PMP® No. 2815952), with deep applied experience in ITSM process ownership, vendor/supplier governance, risk management, disaster recovery, and cross-functional team leadership and development.

Enterprise Technology Transformation & Infrastructure Project Manager - Doha Bank - Doha, Qatar

(2017-03)

Owning IT project delivery and ITSM governance from initiation to closure across infrastructure, contact center, and security platforms.

• Program Delivery & Governance: Led QAR 150M+ technology transformation initiatives — Data Center Establishment, HCI, Enterprise Contact Center, Network Refresh, Storage, and IT Security Platforms — managing each through initiation, planning, execution, and closure, on schedule and within budget, while sustaining 96–98% SLA achievement with fewer than 3 major incidents per year.
• Data Center & DR Strategy (3-Site): Directed data center establishment and lift-and-shift across primary (Ooredoo QDC5), DR (Meeza MV-2), and offshore backup (Switzerland) sites, performing business/requirements analysis and technical architecture decisions to ensure scalable, resilient platform design.
• Contact Center Technology Delivery (VERINT & Genesys): Owned full-cycle SDLC delivery of the VERINT Enterprise Call Recording/Collaboration platform (with Cisco CUCM integration) and the Genesys Contact Center technology refresh — from requirements analysis, UI/UX design, and solution architecture through build, UAT, go-live, and post-launch application support.
• RFP/RFx & Procurement Leadership: Authored and led end-to-end RFP/RFx procurement cycles across data center, contact center, and infrastructure initiatives, covering requirements definition, vendor evaluation, and contract negotiation ahead of award.
• Vendor & Supplier Management: Managed vendor/OEM contracts, procurement, and service reviews, including SLA enforcement and performance escalations; recovered QAR 9.6M through a structured review of telecommunications and infrastructure billing with Ooredoo.
• ITSM & Change Governance: Chaired the weekly Change Advisory Board (CAB), embedding ITSM-aligned incident, problem, change, asset, and configuration management practices across delivery and support teams to strengthen service stability and business adoption.
• Disaster Recovery, BCP & Risk Assurance: Developed and maintained disaster recovery plans with defined RTOs/RPOs and comprehensive risk registers; planned and executed quarterly DR drills (failover/failback) validating infrastructure resilience, application recoverability, and integration dependencies across the full stack.
• Executive Reporting: Provided regular project status, risk, and operational dashboards to IT and business leadership, maintaining transparency on delivery progress, SLA status, and risk posture.

IT & Operations Manager - Qatar Luxury Group (Qatar Foundation) - Qatar

(2011-01 - 2016-12)

Accountable for IT project delivery and service operations across QLG's Fashion, Food & Beverage, and Pearl Legacy divisions.

• Team Leadership & Development: Built and led a 7–10 person IT team supporting 4–6 business entities and sites, providing performance feedback and conflict resolution — delivering consistent infrastructure availability with zero major operational failures over a 6-year tenure.
• ITSM & Service Management: Implemented ITIL-aligned incident, change, and service availability practices for a multi-site environment, establishing repeatable, policy-driven IT operations across the group for the first time.
• Vendor & Budget Governance: Managed vendor/OEM relationships, contracts, and service reviews, plus annual IT budget, resource allocation, and capacity planning for a multi-entity technology environment, delivering infrastructure lifecycle projects within approved budgets.

Lead Technology Consultant - Mazars Consulting LLP - Pakistan / Asia Pacific

(2007 - 2010)

• Multi-Country Project Delivery: Delivered 10+ IT infrastructure and technology transformation projects across Pakistan, Indonesia, Singapore, Malaysia, and Afghanistan for donor-funded agencies and public sector clients, managing each through the full project lifecycle with SLA compliance and supplier coordination.

Principal Technology Consultant - BearingPoint Inc. - Pakistan / Asia Pacific

(2007 - 2008)

• Solution Design, DR/BCP & Deployment: Designed and implemented DR/BCP frameworks and standardized SOPs (ITIL-aligned) for the USAID CDP Office, and delivered an enterprise email solution for 300+ users in a high-complexity, post-conflict environment, on time and within scope.

Deputy IT Manager - Tabba Heart Institute - Pakistan

(2005 - 2007)

• Managed hospital IT project delivery, infrastructure services, budgeting, governance, business systems implementation, and DR planning.

Systems & Network Engineer - APVISION Ltd - Pakistan

(2003 - 2005)

• Delivered enterprise infrastructure, networking, telecommunications, and systems integration projects.

Master of Business Administration - Institute of Business Management (IOBM) (2006)

Master of Computer Science - SZABIST (2003)

Bachelor of Computer Science - SZABIST (2002)