Amdadul Indy Razak, Project Manager in Manchester, United Kingdom
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Amdadul Indy Razak

Verified Expert  in Project Management

Bio

Amdadul can maximize the value, contribution, and effectiveness of the delivery. He worked as a business change manager, project manager, program manager, agile delivery manager, and product owner and manager. He worked across various industries from telecommunications, utilities, financial services, retail, logistics, consultancy, and insurance.

Project Highlights

MS Dynamics Delivery for Field Services and CRM in Utilities
Led the end-to-end delivery at a tribe level, including the matrix management of the 16 external partner organizations.
Telephony Harmonisation for the Sainsbury's Group
Reduced the partner and technology footprint from three suppliers to one, across 14 IVRs and two different technology stacks.
Multiple Business Units | Setup and Transformation
Created target operating models underpinned by business processes and customer journeys for multiple business units across telecommunications, retail, and utilities.

Expertise

  • Azure DevOps
  • Confluence
  • Jira
  • Lean Six Sigma
  • Microsoft Project
  • Product Roadmaps
  • Scaled Agile Framework (SAFe)
  • Scrum Master

Work Experience

Principal Delivery Manager

2022 - PRESENT
St John Ambulance
  • Joined the team to perform a discovery exercise to shape the organizational change encompassing a new target operating model, business processes, and a technology stack centered on the MS Dynamics platform.
  • Led the discovery phase into RFI and RFP to onboard a delivery partner, including creating a business case covering the cost and benefit of the entire transformation.
  • Built the program of works and sub-processes, including the ways of working to ensure success and support the appropriate level of governance.
  • Secured £7.8 million investment over the course of a three-year transformation.

Principal Delivery Manager

2021 - 2022
Covea Insurance
  • Built the E2E delivery capability from people, skills, and working methods to deliver an insurance-as-a-service platform for Covea Insurance and all its affinity partners.
  • Set up a tribe of seven squads delivering an insurance-as-a-service platform covering all claims capability across the motor, home, pet, and high net value. Deliverables were an agent app, customer-facing web solution, and customer-facing app.
  • Integrated with internal legacy solutions and external third-party solutions.

Product Owner

2021 - 2021
Next
  • Acted as a product owner for the shopping bag experience across Next's global eCommerce capability covering all regions.
  • Standardized routines and experience, focusing on experience, speed, and efficiency of the process. One of the highlights is the ability to quickly view and add to the mini bag during the quick view cycle.
  • Managed the regional and geographical nuances, such as currency conversions and different bag experiences, including how delivery is calculated or not if the solution is not offered in the market.
  • Introduced best practice solutions such as three amigos to improve the quality and effectiveness of the development exercises.

Senior Delivery Manager

2019 - 2021
Capita
  • Worked for Capita's professional services arm. I was tasked with supporting a number of their clients across a multitude of industries to identify and respond to their needs.
  • Delivered over 12 different SoWs for four different organizations, including setting up the delivery team, planning the activities, and governing the end-to-end delivery.
  • Delivered several IVR changes and a number of functional changes in Amdocs CRM, Siebel CRM, and Salesforce CRM. Built testing functions from the ground up.

Project History

MS Dynamics Delivery for Field Services and CRM in Utilities

Led the end-to-end delivery at a tribe level, including the matrix management of the 16 external partner organizations.

Delivery of a CRM and field services capability underpinned by machine learning to transform the ways of working of an £18 billion organization across the global field solutions, including capacity planning and forecasting.

Telephony Harmonisation for the Sainsbury's Group

Reduced the partner and technology footprint from three suppliers to one, across 14 IVRs and two different technology stacks.

Migrated 14 IVRs across three suppliers and a combination of Avaya and Genesys stacks to a single supplier on Avaya Oceana to reduce the complexity and cost and introduce delivery efficiencies. This also included harmonizing the content and delivery partners to minimize waste and deliver YoY OPEX savings of £2.3 million.

Multiple Business Units | Setup and Transformation

Created target operating models underpinned by business processes and customer journeys for multiple business units across telecommunications, retail, and utilities.

For one notable client, transformation also included a three-year strategic blueprint defining their technology evolution and opportunities to ensure the organization becomes more lean, while ensuring compliance and regulatory concerns are accounted for. IT solutions ranged from CRM, ERP, and RPA capabilities (multiple variants).

This included full delivery of resources, training, processes, and IT applications that underpinned the ways of working, reducing variation to increase efficiency, and introducing lean practices.

Software Delivery

Managed nearshore and offshore development teams, including full software lifecycle delivery using Waterfall, Scrum, Kanban, and GDS methodologies.

Delivered outstanding and contextual consumer journeys covering the main product channels of website, mobile, and contact center.

PROJECT BRIEF
• Stack experience in Java, Python, PHP, Progress, GraphQL, and Husura.
• DevOps CI/CD pipeline implemented on an AWS platform using Jenkins, GitLab, Bitbucket, Docker, Kubernetes, S3, EC2, batch, and load balancers.
• UI/UX with experience in React, Sass, and REST APIs.
• Testing across the whole suite of testing capabilities to verify and validate E2E solutions with extensive experience with A/B testing.

Business Operational Setup for IT, Logistics, and Customer Care

Built or transformed operational business units to ensure they are set up for success and work toward best practices.

ITIL service management transitioning capabilities through the delivery of training, processes, runbooks, and monitoring (monitoring-as-a-service) using Nagios, Netcool, AppDynamics, and Tivoli. Running trials and pilots to ensure business verification can take place and take to market capability meets quality expectations.

Education

1998 - 2002

Bachelor's Degree in Business Information Technology

Manchester Metropolitan University - Manchester, UK

Certifications

FEBRUARY 2018 - PRESENT

Certified Scrum Master

Scrum Alliance

AUGUST 2015 - PRESENT

Six Sigma Green Belt

Tesco

JUNE 2013 - PRESENT

PRINCE2 Practitioner Certification

ILX

Skills

Tools

Trello, Jira, Confluence, Slack, Microsoft Project, Siebel CRM, Jenkins, GitLab CI/CD, PostgreSQL, Project Management & Work Tracking Tools, Miro

Paradigms

PRINCE2, Waterfall Delivery, Scrum, Microservices, Agile Software Development, DevOps, Agile Project Management, Implementation Project Management, Azure DevOps

Platforms

Amazon Web Services (AWS), Pega, Amazon EC2, Enterprise Resource Planning (ERP), iOS

Industry Expertise

Lean Six Sigma, Telecommunications, Utilities, Oil & Gas

Other

Product Roadmaps, Gantt Chart, Scrum Master, Information & Communications Technology (ICT), Microsoft Teams, Scaled Agile Framework (SAFe), Dynamics CRM 365, IT Field Service, Capacity Planning, Forecasting, Machine Learning, Interactive Voice Response (IVR), API Integration, Data, React, Node.js, QA Automation, Software Development Lifecycle (SDLC), SAP ERP, Salesforce Sales Cloud, Manual QA, Agile DevOps, REST APIs, Networks, Databases, Performance Testing, End-to-end Implementation (E2E), PHP, Python, CI/CD Pipelines, A/B Testing, Websites, eCommerce, User Interface (UI), Back-end, ITIL, IT Service Management (ITSM), Engineering, Customer Journeys, Business Processes, Knowledge Management, Business Process Outsourcing (BPO), Outsourcing, Google, SEO Tools, Product Owner, Statement of Work, Business Cases, Resourcing, Portfolio Management, Project Management, Technical Project Management, Process Optimization, IT Project Management, APIs, Ruby on Rails (RoR), Stakeholder Mapping, Stakeholder Management, IT Program Management, Automation, Customer Relationship Management (CRM), IT Audits, Workflow, Computer System Validation, System Integration, Project Coordination, Project Scheduling, Project Planning, Project Reporting, System Implementation, Project Tracking, Analytics, Creative Problem Solving, Client Software, Stakeholder Engagement, Communication Management, Software Project Management, Client Delivery Management, Software Implementation, Roadmunk, MySQL, Mind Mapping, Blue Prism

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