As the Head of Customer Experience Service Delivery for the MEA region, I lead a team of over 300 talented professionals, managing a $500M P&L across 72 diverse and dynamic countries. With 9 direct reports, I drive a unified customer experience strategy that accelerates customer time-to-value and fosters innovative growth in one of the most complex regions in the world.My Focus: I strategically steer the Customer Experience business delivery through a use-case-driven methodology, ensuring customer success, maximizing adoption, boosting renewals, and driving recurring revenue. I am passionate about transforming customer experiences by building the workforce of the future—one that is skilled, diverse, agile, and digitally enabled.Key Achievements:Driving Double-Digit Growth: Achieved double-digit growth in bookings and revenue, with a 29% increase in service delivery across MEA over the past 5 years, while enhancing margins by 20%.CX Innovation: Pioneered customer experience in automation, software development, delivery segmentation, and the marketplace concept, positioning MEA as a leader in customer success.Strategic Program Leadership: Led major, high-impact programs, including COP28, COP29, EXPO 2020, G20 (KSA), the Qatar FIFA World Cup, GCC Summits, country transformations in Botswana and Egypt’s new capital, and several critical national infrastructure projects.Customer-Centric Transformation: Developed outcome-driven use cases to align with customers’ lifecycle needs, ensuring their success and relevance in rapidly evolving markets.Building High-Performing Teams: Managed multi-disciplinary teams focused on delivery excellence and customer satisfaction. Provided mentorship and career coaching, nurturing a culture of growth and innovation.With a strategic mindset and a passion for customer success, I drive transformation across MEA, delivering impactful results and building a future-ready, agile workforce.

As the Delivery Lead for MEA and Southern Europe, I successfully managed a team of over 70 professionals, driving service delivery excellence across a diverse and dynamic region. My role centered around aligning and scaling customer experience delivery to meet strategic business priorities while identifying new opportunities for growth and operational efficiency.Key Achievements:Expanded Leadership: Took on an extended leadership role, overseeing operations in MEA and key European markets, including France, Italy, and Spain.Restructured Operations: Spearheaded the restructuring of service delivery in France, Italy, and Spain, optimizing performance and enhancing customer outcomes.End-to-End Customer Success: Led successful end-to-end customer deliveries, ensuring high-quality execution and measurable business impact. Drove double-digit growth in both bookings and revenue for the services business.Mentorship and Development: Provided mentorship and career guidance, empowering team members to excel and advance in their careers.Major Programs Delivered: Played a pivotal role in delivering high-impact programs such as a data center build-up in Turkey, a service provider data center in the UAE, a major bank digitalization in France, and nationwide digitalization in Gabon.Efficiency and Productivity: Led initiatives to optimize costs (Cost to serve), enhance team productivity, and promote Customer Experience Center (CXC) adoption, resulting in more streamlined operations and improved customer satisfaction.Through strategic vision, operational restructuring, and a focus on customer success, I have consistently driven significant growth and operational excellence in complex and varied markets.

Senior Manager responsible for overseeing the delivery of Cisco’s services to clients, ensuring high-quality customer support, and driving operational efficiency. This role involves a blend of strategic planning, team management, and customer relationship management to meet business objectives and customer needs effectively. Here’s a breakdown of their key responsibilities:Strategic Planning and Execution: Develops and implements service delivery strategies that align with Cisco’s goals and customer requirements. Drives initiatives to improve service quality, customer satisfaction, and operational efficiency.Team Leadership: Manages a team of service delivery managers and technical experts, providing direction, support, and performance management. Encourages continuous learning and skill development within the team to keep up with Cisco’s evolving technologies and services.Service Delivery Management: Oversees the delivery of Cisco services, ensuring they meet or exceed Service Level Agreements (SLAs). This includes managing the resolution of complex technical issues and coordinating resources to support client needs efficiently.Customer Relationship Management: Acts as a senior point of contact for clients, building and maintaining strong relationships. Addresses escalations, gathers customer feedback, and works to enhance the overall customer experience.Process Improvement: Identifies opportunities for process optimization, automation, and the adoption of best practices to improve service delivery efficiency and effectiveness.Financial Management: Manages the budget and financial aspects of service delivery, ensuring projects are delivered within scope, time, and cost constraints while maximizing profitability.Reporting and Analytics: Monitors key performance indicators (KPIs) and metrics, providing regular reports to senior leadership and clients. Uses data-driven insights to inform strategic decisions and drive continuous improvement.

As a Team Leader, I played a pivotal role in managing a team of technical experts who provide support, solutions, and services to Cisco’s clients. This role blends technical knowledge with leadership skills to ensure smooth and efficient service delivery. Team Management and LeadershipService Delivery OversightTechnical Expertise and Problem-SolvingTraining and DevelopmentCustomer Relationship ManagementStrategic Planning and Reporting

At British Telecom in Amsterdam, I managed the Technical Support for the Pan-European Network, playing a key role within the regional Network Management Center in the Netherlands. During my tenure, I led a team of experts in maintaining seamless network operations across Europe, ensuring high service standards and rapid issue resolution.In addition, I successfully completed the prestigious BT Executive Management Program, gaining advanced leadership skills and strategic insights that have shaped my career. This experience not only deepened my technical expertise but also honed my ability to drive operational excellence in complex, multi-national environments.