Experience & impact
Service improvement, enterprise delivery and operational scale.
Selected work illustrating my progression from technical delivery into service and operational leadership.
Career progression over time.
Technical depth developed into project responsibility, service leadership and regional operating-process ownership.
- Early career
Technical foundations
Technical support, instruction and ICT coordination.
Technical expertise - 2009–2012
Nile.Com
Unified communications consulting and project delivery.
Project responsibility - 2012–2018
Nile.Com
PMO processes, resource management and service delivery.
Team and service coordination - 2018–2022
Nile.Com
Senior project, program and portfolio management; commercial delivery milestones.
Program governance - 2022–2023
IPMagiX
Recurring services, cloud infrastructure and operational improvement.
Service operations - November 2023 onward
Dell Technologies
Service delivery management, followed by internal operational excellence for CEEMETA Residency.
Operating processes and data standards
Periods group stages of responsibility; some roles overlapped.
Service performance
From 46% to 99.8% of calls answered.
A service operation answered 46% of incoming calls, with 54% missed, against a 99% answered-call target. By the end of the first month, the answered-call rate reached 99.8%.
My intervention
I changed working practices, introduced call scripts and standard operating procedures, and put daily reporting, talk-time monitoring, daytime monitoring and shift rosters into practice.
The changes brought call handling, staffing coverage and performance review into a consistent daily routine.
Operational excellence across a regional practice.
I lead internal operational excellence for Dell Technologies’ CEEMETA Residency Practice, covering Central and Eastern Europe, Middle East, Turkey and Africa.
I approve operating processes and data standards, and develop tools, templates and workflows for a 13-person internal team. The broader practice supports more than 900 engineers across approximately 250 projects.
My focus is the operating framework behind delivery: consistent processes, dependable data and practical workflows that help the practice sustain and scale its services.
My responsibility includes approving processes and data standards. I work with the wider internal team and have one direct report.
Cost discipline and customer experience.
At IPMagiX, I headed delivery, customer support and internal operations as Service Delivery Manager. Re-architecture and operational improvement reduced internal Azure and SaaS operating costs by 60%, measured through monthly cost comparisons.
Customer satisfaction increased from 70% to 95%, measured through surveys. Operational KPIs were reviewed throughout the week, with monthly checkpoints to assess progress and priorities.
Selected enterprise migrations.
ADIB UAE · Windows migration
My enterprise migration portfolio includes the ADIB UAE Windows migration, an engagement estimated at 881 team man-days.
Network International · Office 365 migration
My experience also includes Network International’s Office 365 migration, an engagement estimated at 169 team man-days, alongside related change requests.
These assignments form part of my experience across enterprise project, resource and service management.