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Skills
Experience
Service Desk Practice Lead
PwC
2025-02 -
Established PwC ETIC Service Desk function from scratch, growing the team from 0 to over 20 members across the UK and Middle East. Designed and implemented service delivery models covering Oracle ticketing, application support and multi‑tier service desk operations. Led recruitment, onboarding and training to build a scalable, high‑performing practice aligned with client needs. Directed multiple regional service desk teams, managing performance, process improvements and SLA adherence. Drove business development by identifying new opportunities, contributing to RFPs and expanding service offerings.
Project Manager
PwC
2025-02 -
Managed an Oracle implementation project focusing on Financials and Expenses workstreams. Controlled budget, produced RAG status reports, tracked deliverables and allocated resources across multiple phases. Facilitated daily stand‑up meetings, maintained the project backlog and prioritized client requirements. Coordinated cross‑functional teams and stakeholders to ensure technical delivery aligned with business objectives. Proactively identified, escalated and mitigated risks, enabling informed executive decision‑making.
Senior Operations Manager
Orange Business Services
2022-01 - 2025-01
Managed and developed a service desk team, ensuring efficient incident resolution in line with SLA commitments. Monitored KPI performance, produced statistical reports and trend analyses for senior management. Acted as escalation point for complex incidents and led service improvement initiatives that reduced escalations and increased productivity. Oversaw recruitment, training, scheduling and overall staff administration. Represented the team in customer meetings and service reviews, defining SMART goals and career development plans for team members.
Team Leader
Orange Business Services
2021-01 - 2022-01
Delivered performance reports and business reviews to higher management, ensuring transparency of team metrics. Audited and enhanced team knowledge of KPIs, driving continuous improvement. Managed incident lifecycle to guarantee timely resolution. Collaborated with other team managers to ensure inter‑team coordination and alignment.
Education
Bachelor in Electronics and Communication Engineering, Misr International University (2019)
Languages
Arabic
fluent
English
fluent
Last updated: 3 weeks ago