Islam Elhamzawi

Experience

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  Misr insurance company

  Jul 2007 - Jul 2007

  IT Trainee
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  ACE Group

  Aug 2008 - Sept 2008

  IT Trainee
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  Orange Business Services

  Aug 2009 - Apr 2017

  - An ITIL based Service Management role responsible for the delivery of over $20m a year of network , WAN optimization and IT services, leading an account of technical experts and service desk agents- Defining operational strategy and translation into tactical components, to drive a virtual global dispersed team forward- Developed department processes and procedures to boost customer satisfaction and proactively resolve customers issues- Delivery of services upon contractual SLAs covering service availability, incident management, response times, request fulfillment and problem management- Identifying customer needs and positioning service management to meet or exceed revenue and increase margin targets- Build customer loyalty through consistent performance that can be leveraged by other Orange account teams to grow revenue- Primary point of contact within Orange Business Services for all service-related issues, monitoring escalations and implementation of corrective actions to restore services- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.Analyzed service reports to identify areas of improvement.- Resolved customer complaints in professional and timely manner.- Coordinated with other departments to maintain streamlined and productive workflow.- Trained and supervised team of service staff members to meet business goals.- Monitored service staff performance and provided feedback for improvement. Show less - Owning technical design from concept to subsequent implementation including technical validations of all implementations and changes related to the customer's network- Involve in the project delivery life cycle initiation, planning, carrying out, customer acceptance, operation readiness and closing- Nominated to attend a 2 months' workshop in Australia by leading a team of three to deliver low level designs and service migration plans for a red diamond customer- Built a process enhancement presentation and a best practice guidebook to the team- Devised and implemented processes and procedures to streamline operations.- Create pricing scenarios for any new/change service- Own/Document and amend the SLA requirements- Supported clients with business analysis, documentation, and data modeling.- Analyzed problematic areas to provide recommendations and solutions.- Developed and updated tracking spreadsheets for process monitoring and reporting.- Created and managed project plans, timelines and budgets.- Evaluated customer needs and feedback to drive product and service improvements. Show less - Acting as a team leader and first line of escalation , working on all high priority incidents related to red diamond customers- Mentoring newcomers, manage their trainings and evaluate their performance- Engaged in auditing tasks, DSR calls and daily auditing reports- Acting as a problem manager for the repetitive incidents and finding a root cause for these problems- Responsible for critical changes requested by customers- Conducting interviews to the new hires- Monitored system performance to identify potential issues.- Translated complex technical issues into digestible language for non-technical users.- Collaborated with supervisors to escalate and address customer inquiries or technical issues.- Generated reports to track performance and analyze trends.- Assisted with updating technical support best practices for use by team.- Assisted customers in identifying issues and explained solutions to restore service and functionality. Show less

  • Regional Service Manager

    Jul 2014 - Apr 2017

  • Technical Design Consultant

    Feb 2012 - Jul 2014

  • Incident & Problem Management Expert

    Aug 2009 - Feb 2012
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  Dell Technologies

  Apr 2017 - Sept 2018

  Service Account Manager

  - Building service management process with internal stakeholders through introducing ITIL best practices- Leading customer success projects with sales to improve the premium service management offering- Team advisor in any service management process related issue- Monitored and analyzed business performance to identify areas of improvement and make necessary proactive adjustments.- Building escalation management process- Primary point of contact within RSA for all cloud/on premises related issues, monitoring escalations and implementation of corrective actions to restore services- Manages delivery through partners and ensures quality measures are applied- Understands the customers' needs and develops appropriate action plan to meet those needs in conjunction with the account team- Continually review efficiency of RSA services processes to ensure delivery of world-class innovative solutions- Developed and maintained relationships with customers and partners through account development.- Improved marketing to attract new customers and promote business.- Managed senior-level personnel working in marketing and sales capacities.- Leveraged data and analytics to make informed decisions and drive business improvements.- Resolved customer complaints in professional and timely manner. Show less

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  Microsoft

  Sept 2018 - Feb 2022

  Partner Development Manager - UAE

  - Accountable for driving performance of a managed portfolio of Microsoft partners in UAE and South Africa- Represents Microsoft to the channel, communicates Microsoft's strategy and sells Microsoft's vision- Worked on recruiting SAP partners to help in scaling and increasing from Microsoft's cloud adoption- Worked on managing distributors and scaling through their partners network- Brings partners along in the digital transformation journey to drive long-term revenue, cloud consumption and partner success- Set aggressive targets for partners to drive company success and strengthen motivation- Instigate and drive change in SMB partners to transform their business into offering cloud services first- Build and execute mutually beneficial partner business, sales and marketing plans to increase partner business and growth- Instigate and drive change in partners to transform their business into offering cloud services first- Manage partners pipeline and assure that we are meeting the forecasted numbers- Ensure high level of partner satisfaction and influence by developing and maintaining relationships- Have accountability for all revenue and metrics for strategic partners- Developing and maintaining Partner Business Plans and Partner Sales Plans- Planning and executing activity to drive maximum return from the partners- Understand the Partner business and actively drive Partner relationships and opportunities with customers- Contribute towards the improvement of the team and business operations Show less

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  Infobip

  Feb 2022 - Oct 2024

  - Accountable on managing the global strategic alliance between Infobip and Microsoft beside leading global GTM activities on focused regions .- Sales leadership enablement on the Microsoft strategic partnership and aligning on identifying potential growth opportunities- Leading regional PDMs to define and execute a joint sales approach and Go-to-Market (GTM) programs based on corporate framework , guidance and Microsoft business planning- Successfully managed budgets and allocated resources to maximize productivity and profitability. Show less - Building the partners ecosystem in MENA and driving performance across recruiting these partners ( Distributors , ISVs , SIs )- Work with cross-functional teams (Marketing, Sales, Presales, Product Management, Finance, and Executives) to create and execute strategic business plans, team development, and marketing to meet revenue targets- Own partner relationships and drive regional alignment around contracting, executive governance, product roadmap and joint go-to-market strategy- Create and manage a recurring partner communication strategy, including quarterly business reviews, new opportunities, and feature updates- Drive specific partner sales revenue through management of regular pipeline, opportunities, and business reviews with the partner and all internal stakeholders- Understand and champion the benefits of the partners' solutions, including value proposition within Infobip, our customers, and with other strategic partnerships where synergies may exist- Work closely with sales managers and solutions engineers to align on key priorities, initiatives, and/or markets, providing input on new areas of growth for our offering while aligning marketing strategy with assigned partners- Schedule and maintain regular internal alignment meetings with corporate leads for sharing partner feedback and insights- Includes bringing attention to specific regional use cases, pricing considerations, and other market specific commercial conditions which could impact the business.- Managed sales engagement to achieve sales targets through proactive partner opportunity generation, pipeline management and deal closure.- Maintained partner relationships across entire lifecycle from onboarding to ongoing success.Leveraged data and analytics to make informed decisions and drive business improvements.- Implemented processes to enforce compliance with partner agreements.- Negotiated contracts with partners to give equitable terms to all parties. Show less

  • Microsoft Global Alliance Manager

    Jan 2023 - Oct 2024

  • Strategic Alliance and Regional Partnership Manager - MEA

    Feb 2022 - Jan 2023
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  Cubic Information Systems

  Oct 2024 - now

  Strategic Alliance & Partnerships Director - MEA