Mahmoud El-Sayed Email & Phone Number

Cairo Governorate, Egypt

Driving Multisourcing Service Integration Business in EMEA region Successfully winning key Service Integration opportunities in Middle East and AfricaSupporting organizations in Digital Transformation from Service Integration perspectiveGoverning the delivery of key different service integration projectsSME for service management aspects in the regionDevelop wide varieties of operational models addressing different customer industries and scopeManaging the tools ecosystem including interlocks with internal tools development teams and tools external vendors.Relationship Management with key Service Integration partners

Cairo

Leading programs aiming at developing Business operations globally.Defining business strategies for service implementation systems and tools.Defining strategies and programs related to developing service implementation teams performance.Ensuring global adoption for " Digital Inside" and " Digital Outside "among global service implementation units

-Leading the business consulting practice globally for Orange Business Services .-Supporting account teams in business consulting opportunities globally .-Developing "Digital Transformation" consulting services for different industries and verticals.-Developing business consulting capabilities for different regions.-Developing "Digital Services" portfolio,business cases,customer journeys and value propositions.-Defining business consulting approach for digital services using global consultancy frameworks.-Managing consulting incentives program globally-Managing global consultants career path program-Managing consultants global skills development program-Managing Consulting Customer satisfaction program (CSAT)-Developing and maintaining technical and business consultants job descriptions-Developing global consulting resources model

Business Development:Currently in charge of developing Healthcare solutions business with activities including:Market needs assessment and analyzing countries related ecosystems.Selecting from Orange healthcare portfolio the solutions that best match market needs.Developing solution value proposition and Go to market model for countries of interest.Developing solution business case for target country to get top management buy in.Developing revenue model and cost benefit analysis.Prospecting potential customers.Working with the legal department to assess the legal requirements for the solution per country of interest.Service capabilities assessment for country of interest.Assisting sales teams in addressing their existing customers with these solutions and supporting them in their related meetings including attending these meetings.Identifying needed local partners and developing the solution value chain for country of interest.Addressing the relevant solutions to the potential customers making sure that these solutions meet their needs. In addition to creating a high level of awareness about these solutions among key stakeholders in the region.Solution Development:Developing the solutions with the related partners ( internal / external)Developing Solution tool kit including solution description, value proposition, operations model, revenue model, technical information and pricing.Range of solutions span among data centre related solutions, cloud based solutions, connectivity based solutionsManaging solutions related demos in several events.Training sales / presales on mentioned solutions.Acting as the SME for these solutions in related events in the region.Developing engagement model with partners including joint value proposition.Partnership management:Developing and managing the engagement with partners related to the above 2 areas.Partners profile ranging from : telco operators, technology providers,consulting and system integrators

• Drive the design and implementation of Telecom Operator/Carrier operational processes and procedures and associated standards and best practices (eTOM, ITIL...)• Maintain and develop specialized operational practices.• Designing different operational models, vendors RFPs, associated SLAs and KPIs• Developing service level management consultancy for different operations types (real estate-operators-enterprises) covering SLAs associated with different eTOM and ITIL processes like (incident management, problem management, change management, configuration management, operations support, fulfillment, assurance and billing).• Developing consultancy on different categories vendors/partners management including management of the associated SLAs.• Develop NOC operational processes based on functional specifications.• Drive processes implementation including final acceptance by the customer.• Monitor and manage client relationships and status of ongoing engagements.Main achievements : o Developed IP VPN operations consultancy for Telecom Kenyao Delivered Operations consultancy for real estate project in Qataro RFP response related to developing operations setup for real estate project in Bahrain.o Contributed to Operations consultancy activities for Mobily and Reyada in Saudi Arabia/o RFP response to developing operations for Telco operator in Lebanon.

• Managed department for customer support of 4 teams handling SITA customers worldwide (total headcount of 64 employees with 4 supervisors).• Set teams strategies to ensure ongoing high levels of customer satisfaction through regular reviews defined ownership and continuous service improvement.• Represented Orange Business Services at meetings with customer higher management where long term plans needed to meet and exceed customer expectations.• Implemented strategies and processes to ensure employee satisfaction.• Ensuring that the department is achieving SLAs objectives in different aspects.• Liaising with different stakeholders to make sure that the agreed SLAs are fulfilling business needs.• Updating SLA benchmarking whenever needed.• Reviewing SLAs for different customers by having biweekly review call.• Reviewing SLAs with different partners/vendors by having a monthly call.

Key Account Group Manager : Managed Key Account Group team of 20 employees who is in charge of major airlines customers as Boeing, Malaysian Airlines, Japan Airlines and Delta Airlines

Customer Technical Support Manager for North America Region : Managed team of customer technical support for North America Region of 22 employees. Was in charge of creating the team from scratch by hiring and mentoring the staff and setting processes and procedures.

Providing customer technical support for major account in EMEA region

Etom

Mba, Management

Bsc, Electronics And Communications Engineering