UMESH CHAWDA
Kuala Lumpur
Summary
Transformation and Delivery Executive with 19+ years driving enterprise-scale digital transformation, program delivery, and PMO operations across APAC and UK markets. Proven expertise establishing and scaling PMO functions, leading USD 80M+ portfolios, and delivering 50+ enterprise programs with 97% on-time completion rate across Automotive, Utilities, Smart Infrastructure, Telecommunications, and Technology sectors. Strategic leader with deep operational expertise in program governance, stakeholder engagement, vendor management, and customer success optimization. Track record building high-performing cross-functional teams of 250+ professionals and partnering with C-suite executives to align transformation strategy with business outcomes. Specialized Expertise: Enterprise PMO Establishment | Program Portfolio Management | Digital Transformation | AI and IoT Delivery | Shared Services Operations | Customer Success Management | Vendor and Contract Management | Agile and Waterfall Methodologies | Service Excellence and COPC Frameworks
Overview
19
19
years of professional experience
4
4
Certification
Work History
VICE PRESIDENT - OPERATIONS
MyMechanic (Honk Sdn Bhd)
06.2023 - 12.2025
- Spearheaded end-to-end operational design, market launch, and scaling of technology-enabled automotive services platforms across two countries.
- Led business model development, PMO establishment, partner network creation, and P&L management from concept through operational breakeven.
- AI-Driven Automotive Diagnostics and Repair Ecosystem
- Built and scaled startup operations from zero to profitability within 18 months, achieving USD 2M annual revenue with 85% target attainment.
- Established partner network of 100+ workshops and suppliers across Malaysia and India, defining partnership frameworks, SLA structures, and quality certification processes.
- Implemented AI-powered diagnostic workflows and predictive maintenance systems improving turnaround time by 35% and achieving 92% first-time fix rate.
- Designed and executed co-lease business model reducing capital investment by 60% while maintaining service capacity and geographic coverage.
- Established operational PMO including KPI dashboards, governance reporting, financial controls, and investor reporting frameworks supporting Series A fundraising.
- Led cross-functional teams across operations, technology, customer success, and business development ensuring alignment on growth objectives.
- Streamlined operational processes to enhance efficiency across service delivery teams.
DIRECTOR - PROJECTS
Alsirat Sdn Bhd
Kuala Lumpur
04.2021 - 12.2025
- Led enterprise program delivery function managing USD 30M+ portfolio and 15+ national-level transformation projects for government agencies and utilities including TNB, DNB, PDRM, and PUB Singapore.
- Established PMO governance framework, delivery standards, and performance management systems supporting 8 concurrent programs across multiple geographies.
- Smart Infrastructure and Digital Transformation System Integrator
- Delivered 15+ enterprise transformation programs with 98% on-time completion rate, maintaining strict governance across cost, scope, schedule, and quality parameters.
- Established enterprise PMO infrastructure including governance frameworks, risk management protocols, project controls, and executive reporting dashboards aligned to ISO and government procurement standards.
- Led pre-sales, solution consulting, and tender management activities generating USD 12M+ pipeline through technical proposal development, commercial modeling, and client presentations.
- Built strategic technology partnerships with Salesforce, Cisco, Netcontrol, Qualtrics, and Jamcracker to deliver integrated IoT, SaaS, and Smart Infrastructure solutions.
- Optimized program delivery costs by 22% through vendor rationalization, contract renegotiation, process automation, and lean resource allocation.
- Implemented program governance maturity framework improving project predictability, reducing escalations by 40%, and enhancing stakeholder confidence.
- Managed cross-functional delivery teams across Malaysia, Singapore, and regional offices ensuring consistent delivery methodology and quality standards.
ADVISOR - STRATEGY & OPERATIONS
Terer
Kuala Lumpur
06.2021 - 12.2024
- Provided strategic advisory and delivery governance supporting regional expansion across Southeast Asian markets.
- Led operational transformation, process optimization, and vendor management framework development.
- Beverage Technology Startup - Southeast Asia Expansion
- Improved operational efficiency by 45% through digital transformation, process automation, and CRM integration initiatives.
- Designed vendor and partner management frameworks including contract structures, performance metrics, and relationship governance reducing operational leakage by 30%.
- Established delivery governance and project management standards enabling scalable growth across multiple markets.
HEAD OF PROJECTS & CUSTOMER EXPERIENCE
N'osairis Technology Solutions
Kuala Lumpur
04.2018 - 03.2021
- Built and directed regional PMO and Customer Experience practice across Malaysia, Singapore, Indonesia, Vietnam, and Philippines.
- Managed USD 25M+ program portfolio delivering IoT, Smart Infrastructure, and digital transformation solutions for enterprise and government clients.
- Regional Technology Solutions and Smart Infrastructure Provider
- Established regional PMO function from ground-up including governance frameworks, delivery methodologies, resource management, and portfolio reporting systems.
- Delivered 20+ IoT and Smart Infrastructure programs across ASEAN region achieving 96% customer satisfaction through proactive engagement and delivery excellence.
- Designed and implemented Customer Success frameworks including SLA management, customer onboarding, health scoring, retention programs, and value realization tracking.
- Reduced project overruns by 35% and improved delivery velocity through structured risk management, change control, and dependency management processes.
- Led cross-functional delivery teams across multiple geographies ensuring consistent methodology, quality standards, and customer engagement protocols.
- Partnered with C-suite stakeholders developing strategic roadmaps, business cases, and transformation plans aligned to organizational objectives.
SERVICE DELIVERY MANAGER - PMO
Qatar Foundation
Doha
12.2015 - 03.2018
- Managed centralized Shared Services Contact Center operations supporting 1,500+ employees across 9 business units.
- Led 35-person delivery team providing multi-channel support services including voice, digital channels, and on-site service delivery.
- Education, Science and Community Development Organization
- Delivered USD 1.2M annual cost savings through shared services consolidation, process standardization, and automation initiatives.
- Designed and implemented COPC-compliant service delivery framework improving SLA adherence from 75% to 95% across all service categories.
- Established PMO governance structure including performance management systems, quality assurance frameworks, and continuous improvement programs.
- Led service transformation initiatives improving first-contact resolution, reducing average handle time, and enhancing employee satisfaction scores.
- Managed vendor relationships, contract performance, and third-party service integration ensuring seamless service delivery.
OPERATIONS & TRANSITION MANAGER
Infosys & Indus Health Plus
08.2006 - 12.2015
- Progressed from Process Executive to Operations Manager leading teams of 250+ professionals delivering telecommunications operations for the British Telecom UK market.
- Managed service delivery, transition management, and operational performance across multiple service lines.
- UK Telecommunications Operations and Preventive Healthcare Services Provider
- Led large-scale operational teams delivering telecommunications support services with consistent performance against contractual SLAs.
- Implemented transition frameworks and risk governance protocols improving delivery performance by 30% and reducing operational incidents.
- Enhanced customer satisfaction scores by 20% through Lean Six Sigma process transformation and service quality improvements.
- Managed complex operational transitions including process migrations, system implementations, and organizational change programs.
- Established Contact Center operations managing 100-agent facility handling 1M+ annual calls for preventive healthcare clients.
- Led operational setup, process design, and performance management.
- Built Contact Center operations from ground-up including infrastructure setup, process documentation, training programs, and quality frameworks.
- Achieved 90% first-call resolution through optimized call routing, knowledge management systems, and agent capability development.
- Improved service quality metrics by 25% through Six Sigma process reengineering and continuous improvement methodologies.
Education
Bachelor of Business & Commerce - undefined
Karnataka University
Skills
- Enterprise PMO Establishment
- Program Portfolio Management
- Digital Transformation
- AI and IoT Delivery
- Shared Services Operations
- Customer Success Management
- Vendor and Contract Management
- Agile and Waterfall Methodologies
- Service Excellence and COPC Frameworks
- Portfolio Governance
- Program Controls
- Risk and Issue Management
- Change Management
- Benefits Realization
- Budget and Cost Management
- Resource Planning and Allocation
- Quality Assurance
- Project Lifecycle Management
- Agile Delivery
- Hybrid Frameworks
- Sprint Planning
- Backlog Management
- Release Management
- Dependency Management
- Critical Path Analysis
- Earned Value Management
- Delivery Assurance
- Shared Services Design
- ITIL Service Management
- COPC Implementation
- SLA and KPI Management
- Service Level Optimization
- Performance Management
- Process Improvement
- Continuous Service Improvement
- Incident and Problem Management
- C-Suite Advisory
- Strategic Partnership Development
- Client Relationship Management
- Stakeholder Communication
- Executive Reporting
- Business Case Development
- Commercial Negotiation
- Contract Management
- Vendor Management
- Third-Party Risk Management
- Digital Transformation Strategy
- Business Process Re-engineering
- Operating Model Design
- Organizational Change Management
- Capability Building
- Maturity Assessment
- ISO Standards Implementation
- Governance Framework Design
- Lean and Six Sigma Methodologies
- Customer Journey Mapping
- CX Strategy
- Retention Programs
- Voice of Customer
- Net Promoter Score Optimization
- Customer Onboarding
- Account Management
- Success Metrics and Analytics
- Post-Implementation Support
- AI and Machine Learning
- Internet of Things
- SaaS Solutions
- Smart City Infrastructure
- Cloud Platforms (AWS, Azure)
- Salesforce
- SAP
- ServiceNow
- Qualtrics
- JIRA
- MS Project
- Power BI
- Workflow Automation
- CRM and ERP Systems
Certification
- Project Management Professional (PMP), Project Management Institute
- Certified Scrum Master (CSM), Scrum Alliance
- ITIL Foundation Certified, Axelos
- Six Sigma Green Belt
- Telecom Certified Expert (T100/T200/T400), Infosys Operations 4.0
Executive Profile
Transformation and Delivery Executive with 19+ years driving enterprise-scale digital transformation, program delivery, and PMO operations across APAC and UK markets. Proven expertise establishing and scaling PMO functions, leading USD 80M+ portfolios, and delivering 50+ enterprise programs with 97% on-time completion rate across Automotive, Utilities, Smart Infrastructure, Telecommunications, and Technology sectors. Strategic leader with deep operational expertise in program governance, stakeholder engagement, vendor management, and customer success optimization. Track record building high-performing cross-functional teams of 250+ professionals and partnering with C-suite executives to align transformation strategy with business outcomes., Enterprise PMO Establishment, Program Portfolio Management, Digital Transformation, AI and IoT Delivery, Shared Services Operations, Customer Success Management, Vendor and Contract Management, Agile and Waterfall Methodologies, Service Excellence and COPC Frameworks
Leadership Impact
Delivered 50+ enterprise transformation programs valued at USD 80M+ with 97% on-time completion rate across Smart Infrastructure, AI, Cloud, and IoT ecosystems, Directed USD 30M+ program portfolio managing 15+ national-level projects for government and enterprise clients with 98% delivery success, Established three enterprise PMOs from ground-up across Qatar, Malaysia, and India, implementing governance frameworks, risk management protocols, and performance reporting systems, Improved operational efficiency by 45% through workflow automation, process reengineering, and service consolidation initiatives, Reduced delivery costs by 22% via strategic vendor optimization and resource realignment while maintaining 95%+ SLA adherence, Achieved COPC certification for 24/7 multilingual shared services contact center supporting 1,500+ users across 9 business units, Built and scaled cross-border startup from concept to profitability within 18 months, establishing 100+ partner network across Malaysia and India, Generated USD 12M+ new business through pre-sales, solution consulting, tender management, and strategic partnership development, Delivered USD 2M annual revenue with 85% target achievement and operational breakeven in 18 months for automotive technology venture, Transformed customer success performance, improving NPS and satisfaction scores by 40% across multi-country client engagements, Achieved 96% customer satisfaction across 20+ IoT and Smart Infrastructure programs through proactive engagement and SLA management, Reduced project overruns by 35% through structured risk management and delivery governance frameworks
Core Competencies
Enterprise PMO Leadership, Portfolio Governance, Program Controls, Risk and Issue Management, Change Management, Benefits Realization, Budget and Cost Management, Resource Planning and Allocation, Quality Assurance, Project Lifecycle Management, Agile Delivery, Waterfall Methodologies, Hybrid Frameworks, Sprint Planning, Backlog Management, Release Management, Dependency Management, Critical Path Analysis, Earned Value Management, Delivery Assurance, Shared Services Design, ITIL Service Management, COPC Implementation, SLA and KPI Management, Service Level Optimization, Performance Management, Process Improvement, Continuous Service Improvement, Incident and Problem Management, C-Suite Advisory, Strategic Partnership Development, Client Relationship Management, Stakeholder Communication, Executive Reporting, Business Case Development, Commercial Negotiation, Contract Management, Vendor Management, Third-Party Risk Management, Digital Transformation Strategy, Business Process Re-engineering, Operating Model Design, Organizational Change Management, Capability Building, Maturity Assessment, ISO Standards Implementation, Governance Framework Design, Lean and Six Sigma Methodologies, Customer Journey Mapping, CX Strategy, Retention Programs, Voice of Customer, Net Promoter Score Optimization, Customer Onboarding, Account Management, Success Metrics and Analytics, Post-Implementation Support, AI and Machine Learning, Internet of Things, SaaS Solutions, Smart City Infrastructure, Cloud Platforms (AWS, Azure), Salesforce, SAP, ServiceNow, Qualtrics, JIRA, MS Project, Power BI, Workflow Automation, CRM and ERP Systems
Geographic Experience
- Malaysia
- India
- Singapore
- Qatar
- Indonesia
- Philippines
- United Kingdom
Industry Expertise
- Automotive Technology
- Smart Infrastructure and IoT
- Utilities and Energy
- Telecommunications
- Healthcare Services
- Technology Services
- Food and Beverage Technology
- Government and Public Sector
Timeline
VICE PRESIDENT - OPERATIONS
MyMechanic (Honk Sdn Bhd)
06.2023 - 12.2025
ADVISOR - STRATEGY & OPERATIONS
Terer
06.2021 - 12.2024
DIRECTOR - PROJECTS
Alsirat Sdn Bhd
04.2021 - 12.2025
HEAD OF PROJECTS & CUSTOMER EXPERIENCE
N'osairis Technology Solutions
04.2018 - 03.2021
SERVICE DELIVERY MANAGER - PMO
Qatar Foundation
12.2015 - 03.2018
OPERATIONS & TRANSITION MANAGER
Infosys & Indus Health Plus
08.2006 - 12.2015
Bachelor of Business & Commerce - undefined
Karnataka University