Mohamed Abdelghany
Cairo
Summary
Intelligent Service Delivery Manager with Four years of experience in IT Services . Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Overview
4
4
years of professional experience
Work History
Service Delivery Manager
Orange Business
01.2022 - Current
- Orchestrated the successful management and execution of over 100 projects within a span of 2 years, significantly enhancing the company's profitability.
- Enhanced service delivery by developing and implementing efficient processes.
- Selected within 6 months to support high-complexity projects in Switzerland, showcasing exceptional problem-solving abilities
- Efficiently oversaw operations across more than 80 sites for diverse clients in multiple countries, delivering exemplary service
- Streamlined operations for improved customer satisfaction and retention rates.
- Collaborated seamlessly with cross-functional teams, proactively identifying and resolving service delivery challenges, resulting in a substantial improvement in overall customer satisfaction
- Achieved recognition as a Change Maker 4 times, surpassing the customer satisfaction rate target from 8.1 to 8.5
- Appointed as the sole point of contact (SPOC) and Delivery Manager for a strategically significant French Customer.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
Technical Engineer
Cascade Solutions Inc.
03.2020 - 01.2022
- Spearheaded the successful implementation of technical solutions in over 90 branches for our client, consistently delivering ahead of schedule
- Utilized strong communication skills to create informative infographics, expanding the company's service offerings
- Recognized for technical prowess and leadership, appointed as the company's representative to introduce cutting-edge technology in 25 branches
- Demonstrated outstanding performance, resulting in a remarkable 33% salary increase within the first year
- Selected consistently to conduct site surveys and organize proof-of-concept initiatives, directly contributing to the acquisition of two new projects.
Education
Certificate - Project Management
Google
01.2024
Electrical Engineering
Ain Shams University
01.2018
Skills
- Client Relationship Management
- Quality Monitoring
- Customer Engagement
- Customer Satisfaction
- Schedule Coordination
- Mentoring and Training
- Organizational Skills
- Problem Solving
- Stakeholder Engagement
- ITIL Framework
Languages
Arabic
English
German
Limited Working
Timeline
Service Delivery Manager
Orange Business
01.2022 - Current
Technical Engineer
Cascade Solutions Inc.
03.2020 - 01.2022
Certificate - Project Management
Google
Electrical Engineering
Ain Shams University
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