Dawood Helmi

Senior Technical Project Manager

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Berlin, Germany

Experience

Jul 2022 - Nov 2025
3 years 5 months

Senior Technical Project Manager

Ionos SE

  • Led a company wide program to achieve C5 attestation and ITGS certification, enabling eligibility for governmental tenders and strengthening enterprise compliance.
  • Coordinated cross-functional workstreams across engineering, IT security, legal, HR, sales, and operations, ensuring alignment on requirements, timelines, and risks.
  • Optimized processes and refined documentation to meet C5/ITGS standards, improving audit readiness and internal control maturity.
  • Managed cloud infrastructure initiatives, including Managed Kubernetes deployments, and AWS-based enhancements for scalability and resilience.
  • Designed and rolled out scalable partner and merchant onboarding frameworks across European markets, improving time-to-activation and operational consistency.
  • Delivered regular program updates, risk assessments to the CTO & global leadership.
  • Served as Agile Coach, introducing Agile/Scrum/SAFe practices and driving continuous improvement across distributed delivery teams.
May 2020 - Jun 2022
2 years 2 months

Senior Technical Project & Product Manager

i2X GmbH

  • Led enterprise onboarding and internal delivery programs for AI-powered realtime calls transcription platform.
  • Collaborated with product, AI research, engineering, and customer success teams, serving as Product and Customer Success Manager, to standardize onboarding workflows, documentation, SLAs, and handover processes.
  • Built team-level and company-wide roadmaps with the CTO, aligning priorities, dependencies, and delivery timelines across functions.
  • Developed OKR/KPI dashboards to monitor onboarding efficiency, operational performance, and project health, enabling data-driven improvements.
  • Created training materials and onboarding playbooks to support consistent customer activation and internal enablement.
  • Introduced and coached Agile/Scrum practices across cross-functional teams, boosting velocity by 40% while enhancing delivery cadence, transparency, and coordination in a fast-paced scaleup environment.
Jan 2017 - May 2020
3 years 5 months

Telephony Product Owner

Zalando SE

  • Managed multi-locations rollout and onboarding of VoIP and contact center platforms across Europe, ensuring alignment between local IT teams and central infrastructure.
  • Led the vendor onboarding and transition project, achieving €1.2M cost savings while maintaining service continuity and compliance.
  • Used data insights and feedback loops to improve onboarding and user adoption experience.
  • Developed onboarding documentation and internal training materials to standardize service deployment across markets.
  • Collaborated with global stakeholders to implement best practices and operational standards for enterprise-scale telephony systems.
Feb 2013 - Dec 2016
3 years 11 months

Technical Project Manager

Orange Business Services

  • Managed B2B onboarding and delivery of VoIP solutions for enterprise customers, ensuring smooth activation and satisfaction through structured rollout frameworks.
  • Designed operational playbooks and standardized onboarding processes for local and international clients.
  • Coordinated stakeholders across departments and markets to align delivery and onboarding efficiency goals.
  • Coached PMO members on best practices in onboarding management and customer engagement.
Feb 2011 - Jan 2013
2 years

Customer Success Manager

Orange Business Services

  • Owned the end-to-end onboarding process for enterprise clients, ensuring seamless adoption and satisfaction across service lifecycles.
  • Built onboarding documentation and training resources for new customers and internal teams.
  • Conducted data-driven reviews and implemented continuous improvement strategies to enhance client experience and retention.
Jul 2007 - Jan 2011
3 years 7 months

Technical Support Team Lead

Orange Business Services

  • Led a cross-functional support team responsible for new customer onboarding and post-launch support.
  • Tracked KPIs to identify and resolve onboarding challenges, driving service improvement.
  • Facilitated onboarding meetings with enterprise clients and internal teams to ensure smooth activation and transition.
  • Coached team members on customer communication and onboarding best practices.
Aug 2005 - Jun 2007
1 year 11 months

Field & Implementation Engineer

Link dot Net

  • Held dual roles combining technical fieldwork and project coordination.
  • Installed and troubleshot POPs, trunks, DIDs, and local loops, and configured Cisco and Juniper equipment.
  • Acted as second-level escalation for the NOC, resolved complex hardware/software issues, and conducted training sessions for technicians.
  • Later focused on delivering leased line and internal network projects, ensuring timely implementation and customer satisfaction.
  • Supported project managers in scope control, risk mitigation, and capacity-driven upgrades such as DSL expansion.

Summary

Program-Project Manager with 16+ years of experience driving enterprise-scale transformation across telecom, SaaS, e-commerce, and cloud infrastructure. Expert in shaping program strategy, orchestrating complex multi-team initiatives, and enabling high-velocity delivery through Agile, Scrum, and SAFe. Adept at steering AWS-driven modernization programs, optimizing cross-functional performance, and aligning executives, engineering, and operations around unified business goals. Recognized for decisive leadership, data-driven governance, and the ability to deliver clarity, accountability, and measurable outcomes.

Skills

  • Program Management, Global Onboarding, Process Design & Optimization, Cross-functional Collaboration, Stakeholder Management, Data-driven Decision Making, Operational Excellence, Training & Enablement.

  • Excel (Advanced), Powerpoint, Confluence, Jira, Looker (Basic), Sql (Basic), Okr Dashboards, Crm & Onboarding Platforms.

Languages

Arabic
Native
German
Advanced
English
Advanced

Education

Oct 2000 - Jun 2005

Tanta University

Bachelor’s · Communication and Electronics Engineering · Tanta, Egypt

Certifications & licenses

Agile Certified Practitioner PMI-ACP

Project Management Professional (PMP) Certified

ITIL V3 Certified

Program Management Professional (PgMP) training

Scrum Fundamentals

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