Available to hire
I am Mahmoud Helmy, a results-driven Technology Delivery Lead and Project Manager with 10+ years’ experience in global technology firms, including Accenture and IBM. I specialise in leading cross-functional teams, delivering complex IT projects, and driving ITSM transformations that align IT with business goals. I have a proven track record of stakeholder management, process improvement, and driving adoption through change management and targeted training.
I’m passionate about delivering measurable business outcomes, maintaining high CSAT/NPS, and continuously elevating service quality. I enjoy collaborating with vendors and clients to design pragmatic solutions, manage risk, and ensure on-time, on-budget delivery. Open to relocation, I’m excited to bring my experience in ITSM, service delivery, and program governance to new opportunities in Australia and beyond.
Skills
Experience Level
Language
English
Fluent
Arabic
Fluent
French
Advanced
Spanish; Castilian
Intermediate
Work Experience
Technology Delivery Lead at Accenture
August 1, 2023 - PresentManage & interact directly with senior key stakeholders’ expectations and align by setting SMART deliverables. Consistently communicate with stakeholders building trust and ensure due diligence to escalations are being dealt with decisively and quick turnaround times. Responsible to lead, oversee and manage approximately 26 people to design business transformational processes across 4 workstreams, including Service Desk, End User Service (HQ), End User Services (Branches), Command Center, and Asset Management, including key performance indicators (KPIs), to meet best practices. Plan and prioritize resources to develop standards and best ways of working. Engage cross functionally with Infrastructure, Applications, Security teams to build relationships, dependencies and reporting structure across the organization onshore and offshore thus improving customer management, stakeholder expectations and project data quality and integrity across Managed Services in Business Technology. Organi
Project Manager & Service Delivery Manager at Corelia (A Ricoh company)
July 31, 2023 - July 30, 2025Ensure Project realization in BUILD phase fulfilling all deliverables until handover to RUN phase. Assure scope, schedule, quality and cost controls to meet customer expectations. Drive and lead migrations through other suppliers and service providers. Ensure customers’ requests and complaints are handled and resolved in a timely manner. Ensure Business continuity in accordance with contract, SLAs, KPIs, and quality of service. Prepare and deliver periodic customer service reviews (Technical & Operational). Responsible for data integrity of technical & customer information in all systems/tools.
CSM/Client Service Manager – (SD-WAN) at OBS (Orange Business Services)
July 31, 2022 - July 30, 2025Ensure customers' complaints are managed and resolved in a timely manner. Handle non-commercial customer queries & complex customer service issues. Prepare periodic customer service reviews, and responsible for Root Cause Analysis (RCAs). Handle change requests, track change implementation and change reporting. Responsible for data integrity of technical & customer information in all systems/tools. Manage handover to Operations process for WAN migrated sites and monthly validation for billing.
Regional Service Delivery Manager/Service Availability Manager at IBM
January 31, 2021 - July 30, 2025Optimize the availability of IT infrastructure, systems & services by assuring services & components are designed & delivered to meet their availability SLAs. Manage overall Service Management Processes integrating all teams delivering client services. Manage and lead End-User Services (Service Desk L1, L1.5 & IMAC) for accounts/projects delivered from Cairo center to MEA and NA regions. Project Manager for infrastructure projects delivery. Manage and lead multiple accounts/teams as people manager.
Service Delivery Manager at IBM
March 31, 2019 - July 30, 2025Lead the Service Desk Support delivery function (Internal & Commercial Customers operating in Aviation, Telco, Electronics, Mining, and Petrochemical industries across NA and Gulf regions). Own ICT Service Desk L1, L1.5, IMAC, and Front-Office Services from Cairo Center (CIC). Responsible and accountable for the SLAs, KPIs, Quality of Services, Customer satisfaction, financial and internal metrics including productivity, efficiency, utilization, attrition, FCR, FTF, etc. Direct service operations by identifying needs, developing, implementing, monitoring, and improving systems and procedures required for delivering service excellence. Collaborate to allocate resources that best meet project and individual development needs. Accountable for business results, client satisfaction, productivity, and utilization.
IT Project Manager at IBM
May 31, 2018 - July 30, 2025Responsible for Infrastructure projects delivery in Telco and Banking industries. Owner of all activities with suppliers & customers including site surveys, installation, configuration, fixes, and UAT. Plan, deploy, and deliver all project deliverables within budget and quality targets while managing stakeholders. Lead by example with full commitment, influencing collaboration to meet deadlines. Encourage brainstorming and motivate resources through focus groups for delivery excellence. Drive agility by adopting agile tools to empower the team to be self-managed and manage invoice collections.
IT Service Desk Team Lead at IBM
April 30, 2015 - July 30, 2025Lead IT Service Desk operations focusing on SLAs, Quality of service, internal metrics, KPIs, and customer experience/CSAT. Lead Knowledge Transfer for T&T Service Desk. Maintain healthy relationships with Account teams (Internal and Commercial Customers from North America and Gulf region in Aviation and Telco industries). SOP Owner & Reviewer of policies including PIM, SOW, DOU, and MSA.
Technology Delivery Lead at Accenture
August 1, 2023 - PresentManage and interact directly with senior key stakeholders, setting SMART deliverables and building trust while assuring quick turnaround on escalations. Lead and oversee a team of approximately 26 people in designing business transformational processes across four workstreams: Service Desk, End User Service (HQ), End User Services (Branches), Command Center, and Asset Management. Responsible for KPIs and best practice standards. Engage cross-functionally with Infrastructure, Applications, and Security teams to build relationships and improve customer and stakeholder management across onshore and offshore teams in Managed Services for Business Technology. Organize training and knowledge sharing.
Project Manager & Service Delivery Manager at Corelia (A Ricoh company)
July 31, 2023 - July 30, 2025Ensure project realization in the build phase fulfilling all deliverables until handover to the run phase. Manage scope, schedule, quality, and cost controls to meet customer expectations. Lead migrations via suppliers and service providers. Manage customer requests and complaints timely and ensure business continuity per contract, SLAs, and KPIs. Prepare and deliver periodic customer service reviews (technical and operational). Responsible for data integrity in technical and customer systems and tools.
CSM/Client Service Manager – (SD-WAN) at OBS (Orange Business Services)
July 31, 2022 - July 30, 2025Managed timely resolution of customer complaints and queries including complex issues. Conducted periodic customer service reviews and root cause analysis. Handled change requests, tracked implementations, and reported changes. Maintained data integrity in technical and customer systems. Oversaw handover to operations for WAN migrated sites and monthly billing validation.
Regional Service Delivery Manager/Service Availability Manager at IBM
January 31, 2021 - July 30, 2025Optimized availability of IT infrastructure, systems, and services by ensuring they met availability SLAs. Managed overall service management processes integrating all teams delivering client services. Led End-User Services (Service Desk L1, L1.5 & IMAC) for accounts/projects delivered from Cairo center to MEA and NA regions. Managed multiple accounts/teams as a people manager and served as project manager for infrastructure projects delivery.
Service Delivery Manager at IBM
March 31, 2019 - July 30, 2025Led the Service Desk Support delivery function for internal and commercial customers in aviation, telecom, electronics, mining, and petrochemical industries across North America and Gulf regions. Owned ICT Service Desk L1, L1.5, IMAC, and front-office services from Cairo Center. Accountable for SLAs, KPIs, quality of services, customer satisfaction, financial and internal metrics. Directed service operations by identifying needs and improving service excellence. Collaborated on resource allocation for project and individual development. Responsible for business results, client satisfaction, productivity, and utilization.
IT Project Manager at IBM
May 31, 2018 - July 30, 2025Managed infrastructure project delivery in telecommunications and banking. Owned all activities with suppliers and customers including site surveys, install, configuration, fix, and UAT. Planned and delivered all project deliverables within budget and quality targets while managing stakeholder engagement. Motivated teams via focus groups to ensure delivery excellence and adopted agile tools to empower self-managed teams. Managed invoice collection.
IT Service Desk Team Lead at IBM
April 30, 2015 - July 30, 2025Led IT Service Desk operations ensuring SLAs, quality of service, and internal KPIs while maintaining the customer experience. Served as T&T Service Desk Lead for knowledge transfer. Maintained healthy relationships with account teams and customers primarily from North America and Gulf regions in aviation and telecom. Owned and reviewed SOP documentation including PIM, SOW, DOU, and MSA.
Technology Delivery Lead at Accenture
August 1, 2023 - PresentManage and interact directly with senior key stakeholders’ expectations and align by setting SMART deliverables. Consistently communicate with stakeholders building trust and ensure due diligence to escalations are being dealt with decisively and quick turnaround times. Responsible to lead, oversee and manage approximately 26 people to design business transformational processes across 4 workstreams including Service Desk, End User Services (HQ and Branches), Command Center, and Asset Management with KPIs meeting best practices. Plan and prioritize resources to develop standards and best ways of working. Engage cross-functionally with Infrastructure, Applications, and Security teams to build relationships, dependencies, and reporting structures across onshore and offshore organizations, improving customer management and project data quality across Managed Services. Organize trainings and knowledge sharing.
Project Manager & Service Delivery Manager at Corelia (A Ricoh company)
July 31, 2023 - July 30, 2025Ensure project realization in the BUILD phase fulfilling all deliverables until handover to the RUN phase. Assure scope, schedule, quality, and cost controls to meet customer expectations. Drive and lead migrations through other suppliers and service providers. Ensure customers' requests and complaints are handled and resolved promptly. Ensure business continuity according to contract, SLAs, KPIs, and service quality. Prepare and deliver periodic customer service reviews (technical and operational). Responsible for data integrity of technical and customer information in all systems/tools.
CSM/Client Service Manager – (SD-WAN) at OBS (Orange Business Services)
July 31, 2022 - July 30, 2025Manage customer complaints ensuring timely resolution. Handle non-commercial customer queries and complex service issues. Prepare periodic customer service reviews and Root Cause Analyses. Manage change requests, tracking implementation and reporting. Responsible for data integrity of technical and customer information in all systems/tools. Responsible for handover to operations for WAN migrated sites and monthly billing validation.
Regional Service Delivery Manager/Service Availability Manager at IBM
January 31, 2021 - July 30, 2025Optimize IT infrastructure, systems, and service availability by assuring services and components meet SLAs. Manage overall Service Management processes integrating all teams delivering client services. Lead End-User Services (Service Desk L1, L1.5, IMAC) for projects delivered from Cairo center to MEA and NA regions. Project manage infrastructure project delivery. Manage and lead multiple accounts/teams as people manager.
Service Delivery Manager at IBM
March 31, 2019 - July 30, 2025Led Service Desk Support delivery for internal and commercial customers operating in Aviation, Telco, Electronics, Mining, and Petrochemical industries across North America and Gulf regions. Accountable for SLAs, KPIs, quality of services, customer satisfaction, financials, and internal metrics. Directed service operation through needs identification, development, implementation, and monitoring of systems and procedures to deliver service excellence. Collaborated to allocate resources to meet project and development needs. Responsible for business results, client satisfaction, productivity, and utilization.
IT Project Manager at IBM
May 31, 2018 - July 30, 2025Responsible for infrastructure project delivery in Telco and Banking industries. Owned activities with suppliers and customers including site surveys, installation, configuration, fixing, and UAT. Planned, deployed, and delivered all project deliverables within budget and quality standards while managing stakeholders. Led by example with commitment, influenced others for collaboration and meeting deadlines. Encouraged brainstorming and motivation through focus groups. Promoted agility by adopting agile tools empowering self-managed teams. Managed invoice collection.
IT Service Desk Team Lead at IBM
April 30, 2015 - July 30, 2025Led IT Service Desk operations focusing on SLAs, service quality, internal metrics, KPIs, and customer experience/CSAT. Facilitated knowledge transfer as T&T Service Desk Lead. Maintained healthy relationships with account teams serving North America and Gulf region customers in Aviation and Telco industries. Reviewed and owned SOPs including PIM, SOW, DOU, and MSA.
Technology Delivery Lead at Accenture
August 1, 2023 - PresentManage and interact directly with senior key stakeholders’ expectations and align by setting SMART deliverables. Consistently communicate with stakeholders, building trust and ensuring due diligence to escalations are dealt with decisively and quickly. Lead and manage approximately 26 people to design business transformational processes across four workstreams, including Service Desk, End User Service (HQ), End User Services (Branches), Command Center, and Asset Management with key performance indicators. Plan and prioritize resources to develop standards and best practices. Engage cross-functionally with Infrastructure, Applications, and Security teams to improve customer management, stakeholder expectations, and project data quality across Managed Services in Business Technology. Organize training and knowledge sharing.
Project Manager & Service Delivery Manager at Corelia (A Ricoh company)
July 31, 2023 - July 30, 2025Ensure project realization in the BUILD phase fulfilling all deliverables until handover to RUN phase. Control scope, schedule, quality, and cost to meet customer expectations. Lead migrations through other suppliers and service providers. Handle and resolve customer requests and complaints in a timely manner. Ensure business continuity in line with contracts, SLAs, KPIs, and quality standards. Prepare and deliver periodic customer service reviews (technical and operational). Responsible for the integrity of technical and customer data in all systems and tools.
CSM/Client Service Manager – (SD-WAN) at OBS (Orange Business Services)
July 31, 2022 - July 30, 2025Managed customer complaints and complex service issues ensuring timely resolution. Prepared periodic customer service reviews and root cause analyses. Handled change requests including tracking implementation and reporting. Responsible for data integrity of technical and customer information in all systems and tools. Managed handover to operations for WAN migrated sites and monthly billing validation.
Regional Service Delivery Manager/Service Availability Manager at IBM
January 31, 2021 - July 30, 2025Optimized availability of IT infrastructure, systems, and services by assuring service design and delivery met availability SLAs. Managed overall Service Management processes integrating all teams delivering client services. Led End-User Services (Service Desk L1, L1.5, IMAC) for accounts/projects delivered from Cairo center to MEA and NA regions. Managed multiple accounts and teams as people manager. Managed infrastructure projects delivery as a Project Manager.
Service Delivery Manager at IBM
March 31, 2019 - July 30, 2025Led Service Desk Support Delivery function for internal and commercial customers across Aviation, Telco, Electronics, Mining and Petrochemical industries in NA and Gulf regions. Accountable for SLAs, KPIs, service quality, customer satisfaction, financial and internal metrics such as productivity, efficiency, utilization, attrition, FCR, and FTF. Directed service operations through needs identification, development, implementation, monitoring, and improvement of systems and procedures. Collaborated to allocate resources to meet project and individual development needs while maintaining business results and client satisfaction.
IT Project Manager at IBM
May 31, 2018 - July 30, 2025Responsible for infrastructure projects delivery in Telco and Banking industries. Owned all activities with suppliers and customers including site surveys, installation, configuration, fixes, and UAT. Planned, deployed, and delivered project deliverables within budget and quality while managing stakeholders. Led by example to collaborate and meet deadlines. Motivated resources through focus groups and adopted agile methodologies to empower team management and ensure delivery excellence.
IT Service Desk Team Lead at IBM
April 30, 2015 - July 30, 2025Led IT Service Desk operations ensuring SLAs, quality of service, internal metrics, KPIs, and customer experience/CSAT. Led knowledge transfer team for Telco and Aviation clients in North America and Gulf regions. Maintained relationships with account teams and was owner and reviewer of SOPs including PIM, SOW, DOU, and MSA.
Technology Delivery Lead at Accenture
August 1, 2023 - PresentManage and interact directly with senior key stakeholders to set SMART deliverables. Build trust through consistent communication and ensure quick resolutions to escalations. Lead and manage a team of approximately 26 people across multiple workstreams including Service Desk, End User Services, Command Center, and Asset Management. Plan and prioritize resources to establish standards and best practices. Collaborate cross-functionally with Infrastructure, Applications, and Security teams to improve customer management and project data quality across Managed Services in Business Technology. Organize training and knowledge sharing sessions.
Project Manager & Service Delivery Manager at Corelia (A Ricoh company)
July 31, 2023 - July 30, 2025Ensure project realization in the BUILD phase, managing scope, schedule, quality, and cost controls to meet customer expectations. Lead migrations through various suppliers and service providers. Manage customer requests and complaints to ensure timely resolution. Ensure business continuity in accordance with contract requirements, SLAs, KPIs, and quality of service. Prepare and deliver periodic customer service reviews and maintain data integrity of technical and customer information in all systems and tools.
Client Service Manager (CSM) – SD-WAN at OBS (Orange Business Services)
July 31, 2022 - July 30, 2025Managed customer complaints ensuring timely resolution. Handled complex customer service issues and non-commercial queries. Prepared periodic customer service reviews and Root Cause Analyses (RCAs). Managed change requests, tracked change implementations, and reporting. Responsible for handover to operations for WAN migrated sites and monthly billing validation.
Regional Service Delivery Manager/Service Availability Manager at IBM
March 31, 2019 - July 30, 2025Led the Service Desk Support delivery function for internal and commercial customers in Aviation, Telco, Electronics, Mining, and Petrochemical industries across North America and Gulf regions. Responsible for ICT Service Desk levels L1, L1.5, IMAC, and Front-Office Services from Cairo Center. Accountable for SLAs, KPIs, Quality of Service, Customer satisfaction, financial and internal metrics. Directed service operations, developed and improved service delivery systems and procedures. Collaborated in resource allocation to meet project and development needs. Ensured business results, client satisfaction, productivity, and utilization.
IT Project Manager at IBM
May 31, 2018 - July 30, 2025Managed infrastructure projects delivery for local Telco and Banking industries, encompassing sites survey, installation, configuration, fixes, and User Acceptance Testing. Planned, deployed, and delivered project deliverables within budget and quality constraints. Led teams by fostering collaboration and motivating resources to ensure excellence in delivery. Embraced agile methodologies and tools to empower self-managed teams and support invoice collections.
Service Delivery Manager at IBM
April 1, 2015 - July 30, 2025Led IT Service Desk operations focusing on SLA adherence, quality of service, internal metrics, KPIs, and customer satisfaction. Acted as T&T Service Desk Lead for Knowledge Transfer. Maintained strong relationships with Account teams and commercial customers in North America and Gulf region across Aviation and Telco sectors. Owned and reviewed SOPs including PIM, SOW, DOU, and MSA.
Technology Delivery Lead at Accenture
August 1, 2023 - PresentManage & interact directly with senior key stakeholders’ expectations and align by setting SMART deliverables. Consistently communicate with stakeholders building trust and ensure due diligence to escalations are being dealt with decisively and quick turnaround times. Responsible to lead, oversee and manage 26~ people to design business transformational processes across 4 workstreams, Service Desk, End User Service (HQ), End User Services (Branches), Command Center and Asset Management, including key performance indicators (KPIs), to meet best practices. Plan and prioritize resources to develop standards and best ways of working. Engaged cross functionally with Infrastructure, Applications, Security teams to build relationships, dependencies and reporting structure across the organization onshore and offshore thus improving customer management, stakeholder expectations and project data quality and integrity across Managed Services in Business Technology. Organize trainings & Knowledg
Project Manager & Service Delivery Manager at Corelia (A Ricoh company)
July 31, 2023 - July 30, 2025Ensure Project realization in BUILD phase fulfilling all deliverables till handover to RUN phase. Assure scope, schedule, quality and cost controls to meet customer expectations. Drive and lead migrations through other suppliers and service providers. Ensure customers’ requests and complains are handled and resolved in a timely manner. Ensure Business continuity in accordance with contract, SLAs, KPIs, and quality of service. Prepares and deliver periodic customer service reviews (Technical & Operational). Responsible for data integrity of technical & customer information in all systems/tools.
CSM/Client Service Manager – (SD-WAN) at OBS (Orange Business Services)
July 31, 2022 - July 30, 2025Ensure customers complains are managed and resolved in a timely manner. Handles non-commercial customer queries & complex customer service issues. Prepares periodic customer service reviews, and responsible for RCAs. Handles change requests, tracking change implementation, change reporting. Responsible for data integrity of technical & customer information in all systems/tools. Responsible for Handover to Operations process for WAN migrated sites. Responsible for monthly validation for billing.
Regional Service Delivery Manager/Service Availability Manager at IBM
January 31, 2021 - July 30, 2025Optimize the availability of IT infrastructure, systems & services by assuring services & components are designed & delivered to meet their availability SLAs. Manage overall Service Management Processes and integrating all teams delivering client services. Manage and lead End-User Services (Service Desk L1, L1.5 & IMAC) for accounts/projects delivered from Cairo center to MEA and NA regions. Project Manager for infrastructure projects delivery. Manage and lead multiple accounts/teams as people manager.
Service Delivery Manager at IBM
March 31, 2019 - July 30, 2025Lead the Service Desk Support delivery function (Internal & Commercial Customers operating in the Aviation, Telco, Electronics, Mining, Petrochemical industries in NA and Gulf regions). Own ICT Service Desk L1, L1.5, IMAC, and Front-Office Services from Cairo Center (CIC). Responsible and accountable for the SLAs, KPIs, Quality of Services, Customer satisfaction, financial and all internal metrics (productivity, efficiency, utilization, attrition, FCR, FTF). Direct service operation through identifying needs, develop, implement, monitor, improve systems and procedures required for delivering service excellence. Collaborate to allocate resources that best meets project & individual development needs. Accountable for business results, client satisfaction, productivity, and utilization.
IT Project Manager at IBM
May 31, 2018 - July 30, 2025Responsible for Infrastructure projects delivery (Local projects in the Telco and Banking industries). Owner of all activities with suppliers & customers (sites surveys, install, configuration, fix, & UAT). Plan, deploy, deliver all project’s deliverables within budget, quality and manage stakeholders. Lead by example with full commitment by influencing others to collaborate to meet deadlines. Encourage brainstorming and motivate resources via focus groups to ensure delivery excellence. Drive agility by adopting agile tools to empower the team to be self-managed and oversee invoices' collection.
IT Service Desk Team Lead at IBM
April 30, 2015 - July 30, 2025Lead the IT Service Desk operations in terms of SLAs, Quality of service, internal metrics, KPIs and customer experience/CSAT. T&T Service Desk Lead for Knowledge Transfer. Maintain a healthy relationship with Account teams (Internal and Commercial Customers from North America and Gulf region in the Aviation and Telco industries). SOP Owner & Reviewer of PIM, SOW, DOU, and MSA.
Technology Delivery Lead / Business Process Architect at Accenture
September 1, 2025 - September 1, 2025Led the development and implementation of a demand management framework, defined the complete demand management lifecycle (E2E processes via Value Stream Map), contributed to ITSM implementations (ServiceNow, BMC Remedy, Micro Focus modules), built trusted advisor relationships across business units, championed change management with targeted training, and managed cross-functional teams to design transformational processes across 4 workstreams.
Project Manager and Service Delivery Manager at Corelia (A Ricoh Company)
December 31, 2023 - December 31, 2023Accountable for project realization in BUILD phase, ensuring scope, schedule, quality, and cost controls; led migrations through other suppliers; maintained business continuity, and delivered periodic customer service reviews with emphasis on data integrity.
Client Service Manager at OBS (Orange Business Services)
December 31, 2022 - December 31, 2022Ensured timely resolution of customer complaints, managed non-commercial queries, prepared service reviews and RCAs, handled change requests, and maintained data integrity across systems/tools; owned handover to operations for WAN sites and validated monthly billing.
Regional Service Availability / Delivery Manager at IBM
December 31, 2021 - December 31, 2021Optimized IT infrastructure availability, managed end-to-end service management processes, and led End-User Services for accounts/projects from Cairo to MEA and NA regions; responsible for process design and continuous service improvement; led multiple teams as a people manager.
IT Project Manager at IBM
December 31, 2018 - December 31, 2018Oversaw infrastructure project delivery for telecom and banking sectors; managed supplier/customer activities, site surveys, installation, configuration, and UAT; delivered projects on time and within budget while maintaining quality.
Service Delivery Manager at IBM
December 31, 2019 - December 31, 2019Led ICT Service Desk L1/L1.5/IMAC and Front-Office Services across multiple industries; drove 15% cost reductions through workflow re-design and automation; achieved 95% customer satisfaction; managed SLAs, KPIs, and team productivity.
Technology Delivery Lead / Project Manager at Accenture
August 1, 2023 - September 1, 2025Led end-to-end implementation of a unified ITSM platform (ServiceNow, MicroFocus) with responsibilities for budget, schedule, resources, and risk management. Guided cross-functional teams and vendor partners, established project artifacts, and maintained transparency to ensure on-time, on-budget delivery. Proactively identified risks and issues, and implemented mitigation strategies. Governed scope through SOW and solution documentation; conducted process design workshops and advised on technical architecture, data migration, and testing strategies. Drove organizational change management and targeted training to maximize platform adoption. Key Achievements: ITSM implementation delivered on time and within budget; achieved 20% improvement in resource efficiency; 90% HDF across Service Desk and End-User Computing; reduced MTTR via Shift-Left initiatives.
Project Manager and Service Delivery Manager at Corelia (A Ricoh Company)
January 1, 2022 - January 1, 2023Managed end-to-end project delivery, ensuring milestones were met on time and within budget. Maintained business continuity in line with contract, SLAs, and KPIs. Led service migrations involving multiple suppliers and service providers. Conducted regular customer service reviews, achieving high satisfaction scores. Ensured data integrity across all technical and customer information systems. Supported Pre-Sales cycles by defining project scope and implementation plans for prospects. Key Achievements: Delivery & migration excellence within budget, schedule and quality; high operational integrity & compliance posture; 95% Customer Satisfaction & maintained healthy vendor relationship.
Client Service Manager at OBS (Orange Business Services)
January 1, 2021 - January 1, 2022Managed and resolved complex customer service issues, ensuring timely resolution of complaints. Oversaw change management processes, including implementation and reporting. Prepared and delivered periodic customer service reviews and RCAs. Held accountability for monthly billing validation and handover to operations for WAN-migrated sites. Ensured proper documentation & data integrity across all technical and customer information systems. Established and maintained regional governance frameworks to ensure compliance and mitigate risk. Key Achievements: Hand Over To Operations for 50+ sites as backlog; strong partnership with Service Operators (BT and SingTel); low error rate in monthly validation billing report.
Regional Service Availability/ Delivery Manager at IBM
January 1, 2019 - January 1, 2021Optimised IT infrastructure and service availability, meeting or exceeding all SLAs. Managed service delivery processes and integrated cross-functional teams. Led End-User Services (Service Desk L1, L1.5 & IMAC) for major accounts. Drove continuous service improvement initiatives, including incident, problem, and change management with other service operator/integrator. Managed multiple teams as people manager, fostering a culture of high performance. Conducted onsite roadshows at key client sites to promote the adoption of a new service model. Key Achievements: 95% CSAT for EMEA; NPS of 9 for Ma’aden Project; 10% efficiency target; 90% First Call Resolution (FCR); 90% Resource utilization and productivity.
IT Project Manager at IBM
January 1, 2017 - January 1, 2019Delivered infrastructure projects for Telco and Banking clients, from planning to UAT. Managed all supplier and customer activities, ensuring quality and timely delivery. Planned, deployed, delivered all project deliverables within budget, quality and stakeholder management. Encouraged brainstorming and motivated resources via focus groups to ensure delivery excellence. Promoted agile practices and empowered teams to self-manage, improving delivery efficiency. Drove continuous service improvement initiatives through effective collaboration with clients and vendor partners.
Regional Service Availability/Delivery Manager at IBM
January 1, 2019 - January 1, 2021Optimised IT infrastructure and service availability, meeting or exceeding SLAs. Managed service delivery processes and integrated cross-functional teams. Led End-User Services (Service Desk L1, L1.5 & IMAC) for major accounts. Drove continuous service improvement initiatives, including incident, problem, and change management with other service operators/integrators. Managed multiple teams as a people manager, fostering a culture of high performance. Conducted onsite roadshows to promote adoption of a new service model.
Education
Master of Business Administration at RB College of the United Kingdom
January 1, 2019 - December 31, 2021Master of Business Administration at RB College of the United Kingdom
January 1, 2019 - December 31, 2021Bachelor's Degree at Helwan University
January 1, 2002 - December 31, 2006Master of Business Administration at RB College of the United Kingdom
January 1, 2019 - December 31, 2021Bachelor's Degree at Helwan University
January 1, 2002 - December 31, 2006Master of Business Administration at RB College of the United Kingdom
January 1, 2019 - December 31, 2021Master of Business Administration at Helwan University
January 1, 2019 - December 31, 2021Master of Business Administration at RB College of the United Kingdom
January 1, 2019 - December 31, 2021Bachelor at Faculty of Arts – French Department, Helwan University
January 1, 2002 - December 31, 2006Master of Business Administration at RB College of the United Kingdom / Helwan University
January 1, 2019 - December 31, 2021Master of Business Administration at RB College of the United Kingdom
January 11, 2030 - January 1, 2021Bachelor's degree in French at Helwan University, Egypt
January 11, 2030 - January 1, 2006Master of Business Administration at RB College, United Kingdom
January 11, 2030 - January 1, 2021Bachelor of Arts in French at Helwan University – Egypt
January 11, 2030 - January 1, 2006Master of Business Administration (MBA) at RB College, United Kingdom
January 11, 2030 - January 1, 2021Faculty of Arts, French Department at Helwan University – Egypt
January 11, 2030 - January 1, 2006Qualifications
DevOps Fundamentals
January 1, 2025 - December 31, 2025Stanford Advanced Computer Security program
January 1, 2021 - December 31, 2021Scrum Fundamentals (764474)
January 1, 2020 - December 31, 2020PMP (2691669)
January 1, 2019 - December 31, 2019IBM Certified Manager
January 1, 2019 - December 31, 2019COBIT 5 (2000827107)
January 1, 2018 - December 31, 2018ITIL Foundation (2000511943)
January 1, 2016 - December 31, 2016DevOps Fundamentals
January 1, 2025 - December 31, 2025Stanford Advanced Computer Security program
January 1, 2021 - December 31, 2021Scrum Fundamentals
January 1, 2020 - December 31, 2020PMP
January 1, 2019 - December 31, 2019IBM Certified Manager
January 1, 2019 - December 31, 2019COBIT 5
January 1, 2018 - December 31, 2018ITIL Foundation
January 1, 2016 - December 31, 2016DevOps Fundamentals
January 1, 2025 - December 31, 2025Stanford Advanced Computer Security program
January 1, 2021 - December 31, 2021Scrum Fundamentals
January 1, 2020 - December 31, 2020PMP
January 1, 2019 - December 31, 2019IBM Certified Manager
January 1, 2019 - December 31, 2019COBIT 5
January 1, 2018 - December 31, 2018ITIL Foundation
January 1, 2016 - December 31, 2016DevOps Fundamentals
January 1, 2025 - December 31, 2025Stanford Advanced Computer Security program
January 1, 2021 - December 31, 2021Scrum Fundamentals
January 1, 2020 - December 31, 2020PMP
January 1, 2019 - December 31, 2019IBM Certified Manager
January 1, 2019 - December 31, 2019COBIT 5
January 1, 2018 - December 31, 2018ITIL Foundation
January 1, 2016 - December 31, 2016Stanford Advanced Computer Security program
January 1, 2021 - December 31, 2021Scrum Fundamentals (764474)
January 1, 2020 - December 31, 2020PMP (2691669)
January 1, 2019 - December 31, 2019IBM Certified Manager
January 1, 2019 - December 31, 2019COBIT 5 (2000827107)
January 1, 2018 - December 31, 2018ITIL Foundation (2000511943)
January 1, 2016 - December 31, 2016DevOps Fundamentals
January 1, 2025 - December 31, 2025Stanford Advanced Computer Security program
January 1, 2021 - December 31, 2021Scrum Fundamentals
January 1, 2020 - December 31, 2020PMP
January 1, 2019 - December 31, 2019IBM Certified Manager
January 1, 2019 - December 31, 2019COBIT 5
January 1, 2018 - December 31, 2018ITIL Foundation
January 1, 2016 - December 31, 2016GenAI Foundations and Advanced courses
January 1, 2024 - December 31, 2025People Leadership Credential L1
January 1, 2025 - January 1, 2025DevOps Fundamentals
January 1, 2025 - January 1, 2025SAP S/4HANA Cloud
January 1, 2025 - January 1, 2025Delivery Lead Practitioners Workshop
April 1, 2024 - April 1, 2024Stanford Advanced Computer Security program
January 1, 2021 - January 1, 2021Scrum Fundamentals
January 1, 2020 - January 1, 2020PMP
January 1, 2019 - January 1, 2019IBM Certified Manager
January 1, 2019 - January 1, 2019COBIT 5
January 1, 2018 - January 1, 2018ITIL Foundation
January 1, 2016 - January 1, 2016PMP (Project Management Professional)
January 11, 2030 - January 22, 2026ITIL Foundation
January 11, 2030 - January 22, 2026Scrum Fundamentals
January 11, 2030 - January 22, 2026COBIT5
January 11, 2030 - January 22, 2026CMMI
January 11, 2030 - January 22, 2026Change Management
January 11, 2030 - January 22, 2026DevOps Fundamentals
January 11, 2030 - January 22, 2026SAP S/4HANA Cloud
January 11, 2030 - January 22, 2026Stanford Advanced Computer Security
January 11, 2030 - January 22, 2026PMP (Project Management Professional)
January 1, 2019 - January 22, 2026ITIL Foundation
January 1, 2016 - January 22, 2026Scrum Fundamentals
January 1, 2020 - January 22, 2026COBIT5
January 1, 2018 - January 22, 2026CMMI
January 1, 2025 - January 22, 2026Change Management
January 1, 2025 - January 22, 2026DevOps Fundamentals
January 1, 2025 - January 22, 2026SAP S/4HANA Cloud
January 1, 2025 - January 22, 2026Stanford Advanced Computer Security
January 1, 2021 - January 22, 2026Industry Experience
Telecommunications, Computers & Electronics, Professional Services, Manufacturing, Energy & Utilities, Financial Services, Education, Media & Entertainment, Software & Internet
Skills
Experience Level
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