Head of Operations

• Mar 2023 - Present

Senior Operations Manager

• Apr 2021 - Mar 2023

Senior Manager Corporate Services

• Oct 2019 - Mar 2021

• Partner with the Client Executive to meet the account objectives.• Meet client scorecard expectations for delivery.• Oversee management meetings and ensure compliance with the company strategy.• Work closely with Client Account Directors on executing account strategies for account growth.• Direct management and leadership of entire team including hiring, compensation, retention, and performance management.• Develop and execute mitigation/resolution plans for areas of non-performance.• Manage the development and implementation of policies, processes, procedures, workflows for all ITSM functions.• Manage short and long-term planning and budget development.• Lead Service Improvement Programs (SIPs) and Continuous Improvement Programs (CIPs).• BCM, manage the team of business continuity plan and Risk Management Show less

Senior Operations Manager

• Oct 2017 - Oct 2019

Senior Manager -GDC operations

• Oct 2017 - Oct 2019

Manage the operations activity to support all customer cross all technologies

Business Development Manager - Egypt& Sudan

• Oct 2016 - Sep 2017

Responsible for Banking sector

Regional Service Manager - Africa

• Oct 2014 - Oct 2016

• Prepare yearly budgets and perform quarterly reviews(5 MUSD)• Prepare Business Unit’s needs-assessments (staff, training, and third-party resources)• Responsible for achieving the revenue and profit goals set by the executive staff.• Develop implementation, delivery, and support plans and for project managers, customer, suppliers and partners• Managing a team of engineers within budgetary constraints (man days, time to fix, resource utilization reports, etc.) serving 200+ customers in EMEA.• Responsible for SLAs fulfillment and implement change control processes as needed.• Developed technology strategy, culture and policies for quickly growing start up business and led the building of a B2B and end to end service offers a complete technical solution to all companies. • Responsible for designing, productizing and promoting new services to both customers and sales staff.• Prepare all technical offering; provide technical gap analysis and assessment for different technical/service delivery offering. • Conduct quarter team performance evaluations and weekly status reports in addition to the performance appraisal tasks and recognition settings for 25 subordinates.• Negotiate, evaluate and select partners to supply the technologies and/or the solutions Show less

Manager sector service - Africa

• Jan 2013 - Sep 2014

• Prepare yearly budgets and perform quarterly reviews(5 MUSD)• Prepare Business Unit’s needs-assessments (staff, training, and third-party resources)• Responsible for achieving the revenue and profit goals set by the executive staff.• Develop implementation, delivery, and support plans and for project managers, customer, suppliers and partners• Managing a team of engineers within budgetary constraints (man days, time to fix, resource utilization reports, etc.) serving 200+ customers in EMEA.• Responsible for SLAs fulfillment and implement change control processes as needed.• Developed technology strategy, culture and policies for quickly growing start up business and led the building of a B2B and end to end service offers a complete technical solution to all companies. • Responsible for designing, productizing and promoting new services to both customers and sales staff.• Prepare all technical offering; provide technical gap analysis and assessment for different technical/service delivery offering. • Conduct quarter team performance evaluations and weekly status reports in addition to the performance appraisal tasks and recognition settings for 25 subordinates.• Negotiate, evaluate and select partners to supply the technologies and/or the solutions Show less

Manager-support service

• Oct 2011 - Feb 2013

Prepare yearly budgets and perform quarterly reviews(5 MUSD)• Prepare Business Unit’s needs-assessments (staff, training, and third-party resources)• Responsible for achieving the revenue and profit goals set by the executive staff.• Develop implementation, delivery, and support plans and for project managers, customer, suppliers and partners• Managing a team of engineers within budgetary constraints (man days, time to fix, resource utilization reports, etc.) serving 200+ customers in EMEA.• Responsible for SLAs fulfillment and implement change control processes as needed.• Developed technology strategy, culture and policies for quickly growing start up business and led the building of a B2B and end to end service offers a complete technical solution to all companies. • Responsible for designing, productizing and promoting new services to both customers and sales staff.• Prepare all technical offering; provide technical gap analysis and assessment for different technical/service delivery offering. • Conduct quarter team performance evaluations and weekly status reports in addition to the performance appraisal tasks and recognition settings for 25 subordinates.• Negotiate, evaluate and select partners to supply the technologies and/or the solutions Show less

L2 infrastructure unit head -GDC

• Nov 2009 - Sep 2011

• Head of L2 infrastructure support• Prepare the Processes and workflows to enable end to end process• Build IT Infrastructure second line Support Teams

Banking Applications Support Group Leader

• Sep 2006 - Sep 2009

• Developed the Application Support Group in Kuwait to provide high-level technical support to customers. The Application Support Group quickly became one of the largest groups in the company, providing application support to all customers, Results: Customer satisfaction increased by 5%; numerous positions were created within the organization, leading to increased morale and company loyalty among workers.• Created a knowledge sharing environment in the IT department where people from different divisions in the department shared their experience and know-­‐how with their colleagues. Removed bottlenecks using this strategy.• Managed more than 15 IT professionals, as well as an annual budget of over 4 MUSD• Created Push & Pull strategy which tasked business savvy IT professionals with identifying potential time and money saving processes in Commercial Departments; these professionals then created automation tools to increase efficiency. Led the delivery of many successful strategic projects through strengthening the project management team.• Built business partnerships; reinforced the strategic partnership with main vendors in alignment with the group’s directions andStrategies. Selected and introduced new vendors resulting in new framework agreements with the group. Show less

KFH, KL, Malaysia Banking Applications Support & Sybase DBA

• Sep 2005 - Sep 2006

• On site Banking application support plus Sybase database support • Perform daily operational tasks and responsible for all administration tasks including patch management backup and recovery …etc• Carried out state of the art development work including creation of a server environment and maintenance of a database engine that is essential for the core banking applications.• Support card management system applications, interface with the central bank , owning all CMS until closure.

System Administrator

• Aug 2003 - Aug 2005

Sybase implementations and support for All Customers in Egypt and EMEA Sybase implementations and support for All Customers in Egypt and EMEA

Developer

• Jul 1994 - Jul 2003

Managed the development operations, and technical support for Power Builder applications for 10+ customers. Managed the development operations, and technical support for Power Builder applications for 10+ customers.