Zubair Liaqat

Appointed to establish and lead the Enterprise PMO and Transformation function for Ireland’s national blood and tissue service, accountable for enterprise delivery governance, operational execution, and transformation performance across a nationally regulated healthcare environment.

Serve as the single accountable executive for transformation delivery, reporting to the Executive Management Team and representing the portfolio at Board level. Responsible for aligning digital transformation, operational execution, and regulatory compliance with IBTS’s 2026 to 2030 national healthcare strategy while ensuring continuity of critical services.

Lead enterprise planning, portfolio governance, and cross-functional delivery across donor services, clinical laboratories, digital platforms, and hospital ecosystems.

Key achievements:

• Established the Enterprise PMO and governance framework, enabling structured prioritisation, delivery assurance, and portfolio oversight

• Implemented enterprise planning and investment governance, aligning priorities with capacity-aware delivery roadmaps

• Designed and delivered Ireland’s first integrated digital blood supply ecosystem, improving end-to-end visibility

• Delivered SAHH donor eligibility platform and HWBO hospital ordering system, enabling real-time decision making and stock visibility

• Introduced digital donor engagement capabilities, improving accessibility and experience

• Led Lean transformation across the blood supply chain, optimising end-to-end workflows

• Designed and implemented a Transformation Operating Model integrating strategy, digital, and data governance

• Introduced hybrid Agile delivery model with cross-functional squads, improving delivery speed while maintaining regulatory control

• Engaged with national stakeholders including Department of Health, HSE, and HPRA to ensure regulatory alignment

• Led large-scale change programmes using ADKAR and Kotter frameworks

Senior executive responsible for digital customer operations, omnichannel service delivery, and large-scale transformation across Vodafone Business enterprise and public-sector segments. Accountable for the strategy and execution of digital platforms, customer experience transformation, and automation initiatives supporting a €800M+ customer portfolio.

Led enterprise transformation programmes across customer operations, commercial platforms, digital marketplaces, and marketing automation, managing cross-functional teams spanning product, engineering, operations, marketing, and global vendor ecosystems. Owned the end-to-end digital service and delivery operating model, ensuring scalable self-service platforms, AI-enabled automation, and reliable customer support across high volume enterprise environments.

Senior transformation leader responsible for modernising national customer operations, digital service channels, and customer experience strategy for STC, the largest telecommunications operator in the MENA region serving 29M+ consumer and enterprise customers. Worked closely with the VP of Customer Operations and executive leadership across operations, product, technology, marketing, risk, and compliance to redesign service operating models, scale digital engagement channels, and deliver large-scale transformation programmes improving customer experience, operational performance, and cost efficiency. Led enterprise transformation initiatives spanning contact centre operations, digital self-service platforms, AI driven automation, customer lifecycle management, and analytics-led service optimisation across national service operations.