LAILA's CV
LAILA ALMAS HARIB SULTAN ALFALAHI
Project Manager - Service Delivery Manager - Sr. Business Analyst
Profile summary
Project Manager | Information Technology (20+ years) Adaptable professional transitioning from senior business analyst to project manager with 20 years of experience shaping IT project delivery and service management outcomes across 3 organizations. Core competencies include cross-functional team leadership, stakeholder management, and project lifecycle management across agile and waterfall methodologies. Directed end-to-end delivery for IT portfolios, established executive dashboards, administered EPM platforms, and managed complete airline onboarding lifecycles. Committed to driving operational reach and maintaining compliance frameworks through structured execution.
Career highlights
Project Delivery: Directed end-to-end delivery for an IT project portfolio, establishing executive dashboards that tracked KPIs across the portfolio.
Platform Management: Administered the EPM project management platform for a team, configuring system workflows to match portfolio management and reporting needs.
Aviation Onboarding: Onboarded airlines onto the platform to expand compliance coverage and operational reach while managing the complete onboarding lifecycle.
Certifications: Maintained professional development through project management training completed in 2018 and ITIL certification attained in 2007.
Key skills
Professional experience
Directs cross-department operations for the platform, managing technical review sessions and compliance requirements for engineering teams and host system providers. Steered the complete onboarding lifecycle from planning through go-live approval alongside development teams.
- Onboarded 100+ airlines onto the APIUAE platform to expand compliance coverage and operational reach.
- Managed the complete airline onboarding lifecycle spanning planning, requirements, configuration, testing, and go-live approval.
- Served as the primary escalation and coordination lead for inquiries, critical issues, and system-related concerns.
- Developed and delivered structured training programs for internal teams and external airline groups.
Shaped technical operations and compliance frameworks while managing cross-functional workflows and executive reporting cadences.
- Designed technical documentation and structured forms for airlines to capture required details.
- Delivered weekly and monthly reporting for leadership regarding project status and risks.
- Trained internal and external teams to improve system usage and reduce support escalations.
Steered IT project portfolios and CRM systems while serving as the primary contact between technical teams and business units, establishing service delivery strategy.
- Directed end-to-end delivery for an IT project portfolio of 15 projects, establishing executive dashboards that tracked KPIs across the portfolio.
- Administered the EPM project management platform for a team of 60 to 100 users, configuring system workflows to match portfolio management and reporting needs.
- Managed end-to-end delivery and support of a Salesforce CRM system while using Jira to track tasks, issues, and delivery progress.
Reported directly to senior leadership, directing departmental strategy and aligning technology initiatives with business objectives. Served as the primary liaison between technical teams and stakeholders for enterprise system deployments at major transportation hubs.
- Partnered with senior leadership to establish a new Statistics section from the ground up, defining departmental KPIs and developing a custom Oracle Forms and Reports application to automate data tracking and reporting.
- Translated business requirements into functional specifications for system enhancements across multiple projects, including the Passengers Entry and Exit platform and the Face Recognition project at Dubai Airport.
- Served as the key point of contact between IT and business stakeholders, ensuring alignment throughout the project delivery lifecycle for project 150#.
Projects
○ Face Recognition Project at Dubai Airport Served as the key point of contact between IT and business stakeholders, ensuring alignment throughout the project delivery lifecycle for project *150#