Faisal Jalal
San Francisco,USA
Summary
IT SENIOR MANAGEMENT WITH FOCUS ON BUSINESS AND IT SYSTEMS
Seasoned technology leader with over 19 years of experience driving organizational transformation through the delivery of innovative, scalable solutions across Business Systems/ERP (Dynamics, SAP S/4 HANA, Oracle, NetSuite) and Enterprise Applications. A results-driven global leader with a deep understanding of IT strategy and operations, passionate about aligning technology with business goals. Skilled in managing high-performing teams and delivering results independently, ensuring strategic alignment, operational efficiency, and innovation. A dynamic communicator with the ability to build strong relationships across all organizational levels, forging consensus among stakeholders to drive impactful technology initiatives and enhance business outcomes.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Lead Customer Support Engineer
Tekion Corp.
San Francisco, CA
05.2024 - Current
- Led Customer Support as Lead CS Engineer, managing high impact operations and serving as the primary escalation point for enterprise partners and OEMs
- Ensured fast issue resolution, regularly communicating with senior leadership and account managers to report on critical issues, projects, and product concerns
- Delivered top-tier support for two national automotive brands, identifying, and implementing Python-driven process improvements to enhance efficiency
- Led team and OEM meetings to track progress and address priority issues
- Managed critical customer accounts and escalations, ensuring timely solutions
- Recommended system improvements based on support requests to enhance product performance
- Coached and mentored team members to exceed performance goals
- Applied ITIL best practices for process improvement and operational efficiency
- Translated complex escalations into actionable steps for quick resolution
- Debugged complex technical issues using advanced troubleshooting techniques
IT Director of Business Systems
WH Smith North America
San Francisco, CA
02.2023 - 04.2023
- Led the Enterprise Applications Department, driving digital transformation and aligning IT strategy with business objectives
- Managed cross-functional teams overseeing budget, planning, and support for critical software systems, including ERP (Dynamix GP, APTOS)
- Acted as IT Program Manager for Finance, delivering successful projects under the CFO’s office
- Oversaw multimillion-dollar ERP upgrades and implementations, enhancing operational efficiency
- Managed vendor relationships and contracts, ensuring effective support for enterprise systems
- Saved $1M+ by implementing SAP Concur for expense management
- Replaced legacy APTOS tool with Oracle MFP, improving forecast accuracy and reporting
- Delivered ERP roadmap and strategy for Dynamix GP and APTOS
- Led ITSM function using ServiceNow, streamlining service ticket management
Director of IT and Business Systems.
Volta Charging
San Francisco, CA
03.2022 - 12.2022
- Collaborated with the Executive Leadership Team to prioritize strategic initiatives, providing end-to-end Program Management from inception to launch
- Oversaw multiple business functions, including GTM Business Systems, IT Applications, and Finance Systems, driving organizational transformation from project to product
- Led cross-functional teams in designing, developing, and maintaining custom Salesforce applications
- Developed integration strategy between CRM and ERP systems for EV systems
- Managed Salesforce teams, including offshore resources, to deliver ecommerce platforms
- Facilitated weekly Change Advisory Board meetings and led the Architecture Review Board
- Program Management of eCommerce platforms and integration with payment gateways
- Supervised Finance Systems and third-party vendor automation initiatives
- Architected Salesforce solutions for go-to-market business teams
IT Director of Business Systems
Fictiv
San Francisco, CA
03.2021 - 03.2022
- Led enterprise architecture and data management initiatives, driving long-term strategy across multiple business lines and ensuring seamless integration of core business systems
- Developed and implemented iPaaS strategy for integrating critical business and financial systems
- Managed end-to-end product development, including integration with payment gateways and eCommerce platforms, and directed cloud infrastructure planning and implementation
- Supervised application support and engineering teams, resolving issues efficiently through ServiceNow for ITSM
- Collaborated with stakeholders on roadmapping, strategy, and issue resolution
- Managed Data Solutions team, delivering custom financial reports using Snowflake, Sigma, and SQL Server
- Oversaw ERP engineering and cross-functional teams for software development in Odoo
- Directed eCommerce and mobile strategy for GTM teams
- Administered software for ERP, finance, CRM, and data analytics
Associate Director of IT Systems
Softbank Robotics
San Francisco, CA
08.2020 - 01.2021
- Served as Regional Head of IT for all US-related projects, ensuring compliance with global IT standards
- Built and mentored high-performing team that partnered with functional leads to deliver technology solutions
- Designed, developed, and implemented process improvements for global IT projects, coordinating delivery of IT services and solutions to US infrastructure and service delivery operations
- Application lead for mobile solutions for the Field Team to track the service orders
- Delivery of engineering projects in Salesforce using ServiceNow KANBAN methodology
- Ensured functionality of all business applications supported by IT across multiple lines of business, including CRM and ERP systems and Zuora software
- Planned and managed GTM portfolio, developing roadmap, setting timeframe and investment plan, and ensuring compliance by all parties
- Managed engineering team for Salesforce development of self-cleaning robotics project (WHIZ) including launching of Salesforce Field Service Lightning
Manager, Business Systems and Process (Supply Chain & Logistics Group)
Fitbit
San Francisco, CA
06.2019 - 07.2020
- Drove systems design, development, implementation, integration, and on-going support of complex end-user applications for enterprise-wide global business systems with a focus on Process Improvement
- Led the implementation of the SCM module for new sites in SAP S/4 HANA mainly Collaboration and Planning modules
- Orchestrated design, implementation, and support of financial and ERP systems architecture (SAP S/4 HANA) and reporting tools, creating and implementing enterprise-wide standards
- Drove client-focused driving collaboration and consistency across the team to deliver solutions for the company
- Managed five-member systems analysis team charged with identifying and improving business systems and processes, championing change management efforts to ensure seamless integration and adoption of new processes
- Successfully implemented the SCM (Collaboration and Planning) modules of SAP S/4 HANA for seamless flow between new sites as Program Manager
- Managed successful implementation of Supply Chain systems, improving workflow and enhancing data analytics capabilities
- Led Process Improvement initiatives across multiple teams
Education
Bachelor of Science - Computer Science & Mathematics
Indiana University of PA
Indiana, PA01.2003
Skills
- Strategic Planning & Execution
- Project / Program Management
- Team Building & Leadership
- Stakeholder Engagement
- Enterprise / Financial Applications / ERP/ CRM
- Digital Transformation and Process Improvement
- Data Management and BI Agile
- Scrum Methodologies
- Financial Systems
- Vendor Engagement
- ITSM / ServiceNow / App Support
- IT Security
- Software Design
Certification
- ITIL V3, 2013
- Intro to Cyber Security (W3Schools), 2023
Highlightsofexpertise
- Strategic Planning & Execution
- Project / Program Management
- Team Building & Leadership
- Stakeholder Engagement
- Enterprise / Financial Applications / ERP/ CRM
- Digital Transformation and Process Improvement
- Data Management and BI Agile
- Scrum Methodologies
- Financial Systems
- Vendor Engagement
- ITSM / ServiceNow / App. Support
- IT Security
Timeline
Lead Customer Support Engineer
Tekion Corp.
05.2024 - Current
IT Director of Business Systems
WH Smith North America
02.2023 - 04.2023
Director of IT and Business Systems.
Volta Charging
03.2022 - 12.2022
IT Director of Business Systems
Fictiv
03.2021 - 03.2022
Associate Director of IT Systems
Softbank Robotics
08.2020 - 01.2021
Manager, Business Systems and Process (Supply Chain & Logistics Group)
Fitbit
06.2019 - 07.2020
Bachelor of Science - Computer Science & Mathematics
Indiana University of PA
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