Senior Cloud Customer Success & Service Delivery Manager

I lead post-sales cloud service delivery for a $14M annual portfolio of five concurrent enterprise accounts, primarily in financial services. I oversee the setup, delivery, governance, and managed services for SAS AML and fraud solutions.

I manage customer outcomes, operational reviews, service risks, SLA performance, and cross-functional delivery coordination. I have maintained 100% customer renewal, achieved 85–90% CSAT, improved SLA performance from 85% to 95%, prevented formal customer escalations, and increased account profitability margins from 60% to 73% through service improvements and upsell opportunities.

I led service delivery and strategic customer engagement for six major enterprise accounts across telecommunications, banking, and enterprise sectors. I coordinated customer, technical, support, delivery, account, and commercial teams to maintain service consistency and achieve business outcomes.

I led executive QBRs, managed SLA and KPI performance, identified risks, coordinated complex incident resolution, and communicated progress to senior stakeholders. I achieved 100% CSAT for three consecutive quarters, led Service Account Management teams across Egypt and Turkey, and supported services growth against a quarterly sales quota of $2M–$3M.

I led network operations, security, infrastructure programs, vendors, operational risk, and an approximately $2M annual technology budget. I established department objectives, KPIs, processes, policies, standards, and operational-level agreements.

I directed a major data center renovation and disaster recovery transformation, coordinating internal technology teams, vendors, systems integrators, implementation, acceptance, and operational readiness. I also managed business continuity planning, vendor performance, technical team development, and infrastructure initiatives supporting the bank's expansion strategy.

I led operations supporting core, corporate data network, and packet core environments within a high-availability telecommunications operation. I managed a 15-member technical operations team responsible for incident prioritization, escalation, restoration, and critical service availability.

I coordinated support across internal organizations and global vendors including Cisco, Juniper, NSN, and F5. I also managed workforce planning, technical development, operational performance, budgets, executive SLA/KPI reporting, CAPEX/OPEX support, and vendor management.

I led a 24x7 technical support operation responsible for network availability and escalated incident management. I served as a senior escalation point for networking, firewall, VPN, security, and connectivity issues.

I supported secure remote-access services for more than 300 employees and vendors. I also developed technical training and skills-enhancement programs to strengthen team capabilities and service delivery.

I led a team of 20 engineers and technicians, overseeing workload allocation, daily support operations, escalations, and customer issues. I supported enterprise applications, infrastructure, POS systems, VIP users, and technology rollouts.

I ensured operational continuity through team coordination, issue resolution, and effective management of support priorities across corporate technology environments.

I delivered enterprise technical support and systems maintenance across corporate facilities and retail locations. I supported users, infrastructure, and operational technology needs in a large telecommunications environment.

I contributed to reliable day-to-day IT operations by resolving technical issues and maintaining business-critical systems and services.

MBA in Global Management.

Bachelor of Science in Engineering with a specialization in Computer and Networks.