SHAMS' CV
SHAMS NOOR ALAM NOOR ALAM
Director of IT Operations, Governance & Transformation
Profile summary
Strategic Director of IT Operations, Governance & Transformation with 21 years shaping technology operations and governance outcomes across international markets, including GCC experience. Known for expertise in enterprise IT strategy, business continuity planning, and cross-cultural team leadership. Committed to aligning technology investments with business objectives to secure operational resilience and service stability.
Career highlights
IT Operations and Governance: Managed a team of 47 technology professionals supporting 80 sites across multiple business units while strengthening governance using COBIT, ITIL, and ISO 27001 frameworks.
Disaster Recovery Strategy: Designed an enterprise-wide Business Continuity Plan and Disaster Recovery strategy covering all critical systems across 80 sites, reducing potential recovery time from 48 hours to under 4 hours.
Global Service Delivery: Managed global delivery teams of over 200 professionals across infrastructure, service operations, and application support while implementing a business continuity framework across 200+ sites.
Professional Certifications: Maintained credentials including CISM, ITIL Expert, PRINCE2, COBIT 5, ISO 27001 Lead Implementer, and Certified ScrumMaster to support enterprise technology governance.
Key skills
Professional experience
Steers technology operations, IT strategy, and governance reporting to the Chief Digital Officer. Manages a team of 47 technology professionals supporting 80 sites across retail, automotive, healthcare, hospitality, and logistics business units.
- Designed and operationalized an enterprise-wide Business Continuity Plan and Disaster Recovery strategy covering all critical systems across 80 sites, reducing potential RTO from 48 hours to under 4 hours.
- Established Disaster Recovery runbook library and conducted quarterly tabletop exercises and DR drills across business units, achieving 99.95% recovery objective compliance.
- Strengthened IT governance using COBIT, ITIL, and ISO 27001 frameworks, improving compliance and risk visibility across 80 sites.
- Improved the IT operating model by defining an enterprise IT roadmap to strengthen business-IT alignment and long-term resilience.
Shaped product strategy and digital roadmap delivery for Nordic market initiatives, aligning technology investments with enterprise priorities and managing cross-functional groups of 50 to 150 personnel across engineering, architecture, and design.
- Defined product strategy and roadmap aligned with enterprise objectives, incorporating business continuity and disaster recovery requirements as first-class product acceptance criteria.
- Reduced time-to-market by 40% through disciplined Agile and Scrum delivery practices.
- Achieved zero unplanned downtime incidents across product releases by embedding disaster recovery validation and failover testing into sprint review cycles.
Reported to executive leadership while directing global IT infrastructure, datacenter operations, field services, and application support, shaping service delivery strategy and enterprise portfolios for banking and energy clients.
- Managed global delivery teams of 200+ professionals across infrastructure, service operations, and application support.
- Designed and implemented a business continuity and disaster recovery framework covering 200+ sites, reducing RTO from 72 hours to under 2 hours and achieving ISO 22301 alignment.
- Delivered 20% cost reduction through automation, event optimization, and strategic resource offshoring, while improving client satisfaction by 25%.
Reported to executive leadership while guiding globally distributed teams across multiple regions. Managed enterprise infrastructure operations and maintained regional service delivery standards across diverse client environments.
- Directed global IT operations supporting 10,000+ devices across enterprise client environments.
- Led delivery of large-scale engagement programs with accountability for service quality, execution, and revenue recognition.
Education
IT Operations