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Service Manager

Cairo, Cairo Governorate, Egypt
February 29, 2020

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A multifaceted management professional with 18+ years of diversified experience in driving business growth through IT strategic and business development initiatives, Seeking employment in a well-established multinational organization as a member of the IT Management team where could make productive use of my experience as well as grow professionally to implement twin benefits of acquired experience, and technology savvy to contribute to organizational excellence.

Career Highlight:

Provide leadership and strategic direction to multiple teams within the organization.

Responsible for the maintenance, design, installation, and support of the corporate Infrastructure within the Middle East region. Researches, analyses and recommends incorporation of new technologies for optimizing the Performance of the network and applications. Works closely with management in developing processes, procedures, planning, budget, and equipment requirements. Works under general direction with extensive latitude for the use of initiative and independent judgment.

Develop and oversee the implementation of process frameworks and IT controls covering all areas of service activity. Such that, all relevant procedural/ contractual requirements are fulfilled while delivering high quality services to customers.

Responsible for driving business productivity and collaboration initiatives via the exploitation of standard technologies

Fosters mature relationship management, with the ability to comprehend, articulate and translate business needs to value driven IT service initiatives.

Ensure all KPIs and SLAs managed well, develop and drive all-encompassing service level management frameworks.

Identify local initiatives, run them through regional PMO process and lead projects/deployments as appropriate


Project Management

Problem Solving Skills

Strong Analytical skills

Strategic Planning

Budgeting & Financial Skills

People Management

Organizational Skills

Interpersonal Communication Skills

Projects evaluation & problem solving

Researching Skills

Customer Service Skills

Bidding & Negotiation Skills

Presentation & Training: Perform presentations and deliver training sessions for users and or Customer Project teams on various topics related to the Project in general or to any specific activity or software product.

Leadership with team members and Boldness in dealing with customer requirements.

Strong Communication skills.

Team spirit and cooperation with Consultants and Customer personnel.

Develop proposals as necessary for upgrading existing systems and developing new systems.

Ensure consistent documentation of all Hardware and software development and Technical projects.

Monitor project expenditures (time and materials) to meet budget Constraints.

Develop strategic plans for long-term development.

Manage multiple projects concurrently.


Ernst & Young - Egypt July 2017 – Present

MENA Cluster IT Service Delivery Lead


Reporting to the MENA Regional Service Delivery Leader

Leading the IT Department in Egypt, Lebanon, Syria, Palestine and Iraq. Managing the local OSS team and IT operations aligning with the overall business objectives, setting up the required channels, resources and processes that translate EY strategy into day-to-day operations and actions. Also, ensure that the department is adequately equipped with the required capabilities and are efficiently able to deliver the objectives. Provide leadership, team development, and innovative solutions while ensuring business compliance in all activities

Implemented and carry out audit to make sure that the offices follow global system standard and brand guideline for all IT system.

Responsible for the day to day operational effectiveness of Management Information Systems ensuring that systems operate and deliver the requirements expected by their respective business owners

Responsible for the line management of a team of IT Service Managers, covering all IT Operations and Infrastructure.

Responsible for establishing and maintaining external relationships with key external providers such as Systems and telecommunication providers

Key Responsibilities:

Member in Global OSS team. Work closely with our global IT initiatives to distribute the firm IT Strategy and goals.

Member of the Middle East project manager’s. We are leading the new projects and systems and be sure of implementations of these projects around the region.

Works closely with management in developing processes, procedures, planning, budget, and equipment requirements. Works under general direction with extensive latitude for the use of initiative and independent judgment.

Coach and challenge employees to maximize performance, embrace change, and anticipate customer needs.

Technology transfer - provide enabling technologies that make it easier for customers and suppliers to do business with our enterprise as well as increase revenue and profitability.

Ernst & Young - Egypt July 2011 – June 2017

IT Team Leader


I am looking after Middle East Offices in new EY Projects. Accountable for their Operational activities as well as ensuring that they are aligned to the Corporate standards by reviewing, and initiating Innovative solutions that would help the business to achieve their Strategies. Managing area benefits portfolio, and rolling out service management best practice.

Ensure All KPIs and SLAs are managed, develop and drive all-encompassing service level management frameworks

Plan and deploy initiatives for conforming to global best practices and standards, ensure ongoing compliance.

Ensure efficiency and effectiveness in the provision of IT services and align business process innovation, improvements to enhance organizational effectiveness, group synergy, business delivery and competitiveness through IT.

Measure these services and report appropriately to the clients.

Key Responsibilities:

Provides long-term and short-term technological goals and implements solutions.

Responsible for the maintenance, design, installation, and support of the corporate Infrastructure within the Middle East region. Researches, analyses and recommends incorporation of new technologies for optimizing the Performance of the network and applications.

Break department operational plans into staff objectives, monitoring & evaluating staff performance as well as developing their skills and capabilities.

Hire, develop, train, and promote high performing individuals who will provide quality support to customers. Counsel and separate employees as needed

Develop the Business Plan, IT budget and monitor both CAPEX, OPEX to ensure that the financial targets are met.

Ernst & Young - Egypt July 2006 – June 2011

IT Manager


Responsible for governance alignment across all areas of service(s) including: service management,

Incident, Problem and Change Management, Continual Service Improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

Evaluates technical solutions based on feasibility, manageability, expense and support Cost (Total Cost of Ownership).

Understand all service lines business and develop technology strategies to achieve business Objectives.

Ensure that all aspects needed for a successful project are properly covered such as: Testing, training, operations and support, ongoing service management requirements etc are met.

General understanding of up-to-date IT infrastructure and tools and how to apply them to solve business problems.

Develop and implement contingency and disaster recovery plans

Lead the major incident process, ensure activation when appropriate and manage the communication with all stakeholders

Manage the development and implementation of the IT guidelines, policies, procedures and standards.

Manages IT asset management. In addition, Ensures vendor contacts are monitored and contracts adhered to.


Key Responsibilities:

Confident and credible individual, culturally sensitive and technically aware, to be able to communicate with business application manager, technology specialists, 3rd party suppliers and senior management.

Conduct monthly meetings for department performance review and future plans briefing. Prepare monthly Report concerning pipeline status, resources utilization and customer satisfaction.

Resource management of consultancy and support staff in terms of recruitment needs, profiling, incentives, People management and training.

Maintain an understanding of the range of technology components available on the market to be able to work with third party suppliers and service providers in order to be able to select technical components to support the proposed solutions.

Identify local initiatives, run them through regional PMO process and lead projects/deployments as appropriate

Ensures test protocols and quality control tools are in place

Ernst & Young - Egypt December 2000 – June 2006

IT Administrator


Working as Information and communication Technology Administrator.

My responsibilities are to design and implement the infrastructure for the Cairo branch as well as implement Ernst & Young worldwide polices in the branch.

In June 2002 Ernst & Young Bought 75 % of Arthur Andersen Offices one of the largest firm around the world”.

After this acquisition, Cairo office became one of largest office around the Middle East.

I took the responsibility and became the key Integration person for IT.I was responsible to convert and implement all Arthur Andersen system, Infrastructure, servers, Operating system, End user system, Polices, and anything related to IT to meet E&Y system and standards.

Perform a wide range of system administration duties on MS application, and other servers including install, debug, maintain, upgrade, and general support.

Key Responsibilities:

Work closely with the IT team to provide end-user support and issue resolution

Manage & troubleshoot networks, intranet & internet connectivity throughout the organization

Perform regular and on-demand system backups and recoveries

Rigorously create and maintain documentation for all processes and procedures.

Oversee the development, support, and maintenance of file and print

Maintaining DNS, NFS, DHCP, mail, web, and FTP services for all staff clients.

Network Security and Development :

a.Enforce Appropriate Use Policies.

b.Collaborate with departmental staff in developing and enforcing new Policies for use of the network.

c.Configure and maintain network equipment for use in internal

Network and Maintain network management software. This involves responding to Bug reports and rapidly developing fixes or work around.

Investigate network upgrade options, Develop and maintain tools for compiling network usage statistics and maintenance of tools for monitoring Network abuse.

Pfizer - Egypt July 1999 – December 2000

IT Coordinator


Owing to my potential interests, I was assigned the responsibility of the Technical support (software & hardware) and working as Assistant network administrator & Communication and Internet with an objective of increasing the effectiveness of this area.

Commitment to due dates to assure achieving business objectives

Ability to perform within cross-functional environment

Efficient work under stressful environment

Adaptability to change and handling extra work load without affecting normal workflow.

Key Responsibilities:

Create and development a new Pfizer IT Sites in 3 towns: Sohag, Alexandria and Mansoura. My role is to build the sites Infrastructures, Systems, and End users computers.

Monitor and Support Lebanon, Dubai and Kuwait Sites.

IT Support for Pfizer Egypt head office and plant.

Maintain, analyze, troubleshoot and repair PCs, peripherals (invoices printers, labels tags printers, barcodes readers and UPS)

Provide training to end users relating to our systems and applications

Administrate servers and related updates

Maintain and troubleshoot Network connectivity.

Perform routine tasks to maintain computer equipment’s, and peripherals.

Pfizer - Egypt July 1997 – June 1999

IT Trainee


I was working as an IT Trainee for 2 years in IT department located in Pfizer Egypt plant.

I got my training in user helpdesk and Network.


Maadi Modern Academy, Cairo, Egypt May 1999

Bachelor of Computer Science & Information Technology Management (5 years)

Other Trainings & Certifications:

MCP: Microsoft Certified Professional in Windows NT Server 4.0

MCP: Microsoft Certified Professional in Windows NT Workstation 4.0

MCP: Microsoft Certified Professional in Windows NT Server 4.0 Enterprise

MCP: Microsoft Certified Professional in Windows 2000 Professional

MCP: Microsoft Certified Professional in Windows 2000 Server

MCP: Microsoft Certified Professional in Windows 2000 Active Directory

CCNA: Cisco Certified Network Associate

Presentation Skill In Ernst & Young Community Training Cairo

Managerial Skills In Ernst & Young Community Training Dubai

Preparing for the Project Management Professional (PMP) certification.

Time Management In Ernst & Young Community Training Cairo

Team Leader Skills In Ernst & Young Community Training Cairo

Coaching & counseling for Managers In Ernst & Young Community Training Dubai

ITIL Foundation V.2

PMP Training

ITIL Foundation V.3


Birth Date : 21 February1977

Gender : Male

Nationality : Egypt

Residence Location: Cairo, Egypt

Marital Status : Married

Languages : English, Arabic


All the supported documents will be furnished upon request

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