MOHAMED ALI
Sternstraße 1 , Ludwigshafen
Summary
Experienced Senior Service Manager with over 10 years in telecommunications, currently leading service management at Orange Business Services. Proven in customer satisfaction, quality of service, and continuous improvement. Skilled in identifying customer needs, developing revenue opportunities, and managing complex operations. Strong in stakeholder management, customer engagement, and team leadership.
Overview
14
14
years of professional experience
Work History
Service Delivery Manager (Europe)
Tech Mahindra
Mannheim, Germany
02.2026 - Current
- Led end‑to‑end service delivery management for Unified Communications services across European customers, ensuring high service availability, performance, and customer satisfaction.
- Acted as the primary point of contact for enterprise clients, managing day‑to‑day service operations, escalations, and executive communications.
- Governed SLA / KPI compliance, proactively monitoring service metrics and driving corrective actions to meet or exceed contractual targets.
- Managed incident, problem, and change management processes in line with ITIL best practices, minimizing service disruptions and improving mean time to resolution (MTTR).
- Coordinated with cross‑functional global teams (NOC, engineering, vendors, and partners) to resolve complex UC issues across time zones.
- Oversaw delivery and support of Unified Communications platforms (e.g., Microsoft Teams, Voice, SIP, Contact Center, Collaboration tools).
- Led major incident management (MIM) calls, including root cause analysis (RCA) and post‑incident reviews, ensuring preventive actions were implemented.
- Drove continuous service improvement (CSI) initiatives to enhance stability, efficiency, and user experience.
- Supported service onboarding, transitions, and transformations, ensuring smooth handover from project to operations.
- Prepared and presented service reviews and operational reports to customers and internal stakeholders.
- Ensured adherence to compliance, security, and regional regulatory requirements for European customers.
- Mentored and guided support teams, fostering a culture of accountability, quality, and customer focus.
- Managed end-to-end service delivery processes, improving operational efficiency and customer satisfaction levels.
Senior Customer Service Manager
Orange Business
Cairo, Egypt
01.2026 - 01.2026
- Oversee Quality of Service and Customer Satisfaction: Ensure that all insourced and outsourced services and solutions provided by Orange Business Services meet defined Service Level Agreements for assigned customers.
- Customer Advocacy and Leadership: Act as the customer advocate for all service-related issues and lead post-sales extended teams.
- Identify Customer Needs and Growth Opportunities: Proactively identify existing customer needs and opportunities to expand the relationship with Orange. Collaborate with the account team to upsell Service Management and other Orange products and services.
- Develop Service Management Revenue Opportunities: Support the CSM Management team in identifying and developing revenue opportunities for new business whenever possible.
- Senior Management Interface and Service Reviews: Engage with customers at the Senior Management level and conduct regular executive Service Reviews.
- Prepare and Present Service Review Reports: Compile and present Service Review reports, including SLA and performance reporting, capacity analysis, incident and problem reporting, trend analysis, and management of all service improvement actions.
- Manage Customer Changes: Initiate and manage all customer changes according to business requirements.
- Provide Capacity Analysis and Recommendations: Perform capacity analysis, create forecasts, and provide recommendations to customers.
- Advance Notification of Network Maintenance: Inform customers in advance of any scheduled network maintenance by Orange Business Services.
- Maintain Essential Customer Documentation: Create and maintain crucial customer documentation, including Operational Guidelines, Contact and Connection Lists, Topology Diagrams, and SLA contracts.
Product Onboarding Projects Lead
Vodafone Intelligent Solutions_VOIS
Cairo, Egypt
01.2020 - 01.2022
- Coordinate Virtual Project Team: Manage a project team comprising service design, technology, vendors, and operations.
- Develop Processes and Support Models: Collaborate to create low-level processes (incident, change, service request, configuration) and support models for new and upgraded products and services.
- Ensure Service Readiness: Guarantee service readiness across all Vodafone support functions.
- Advocate for Standards Adherence: Prepare and manage services, systems, and processes in partnership with Operations, advocating for adherence to standards.
- Promote Best Practices: Ensure best practices and continuous improvement in methodologies and toolsets.
- Manage Operational Readiness Testing (ORT): Develop operational test scenarios and oversee ORT.
- Analyze Test Data: Review test data and reports to ensure process design meets functional and performance specifications.
- Create Customer Onboarding Guides: Develop comprehensive onboarding guides detailing key requirements and processes for customer readiness and service activation.
- Set Up New Product Profiles: Configure new product profiles on all necessary intra-systems.
- Develop Operational Guides and LWIs: Create operational guides and Local Work Instructions (LWIs) for use by all support functions during in-life support.
- Coordinate Customer Training Packs: Organize the creation of training materials for new products.
- Build and Maintain OLAs: Establish and maintain Operational Level Agreements (OLAs) with local markets and OpCos, ensuring agreed processes and SLAs support VGE customers globally.
- Serve as Subject Matter Expert: Act as a subject matter expert across GEO functions for VGE products and services.
- Ensure Effective Communication: Maintain clear communication flow among team members at the project level.
- Define Project Activities and Milestones: Collaborate with the project team to outline major activities, due dates, responsibilities, and milestones.
- Conduct Regular Review Meetings: Schedule regular review meetings to track progress against plans and drive mitigation efforts where needed.
- Prepare Project Status Reports: Gather and analyze data to prepare status reports detailing progress, milestones achieved, and outstanding issues.
- Manage Jeopardy Situations: Alert management to jeopardy situations and take necessary actions to meet objectives and deadlines.
Technical Solution Manager
Vodafone Intelligent Solutions_VOIS
Cairo, Egypt
01.2020 - 01.2022
- Accountable for overseeing Technical Solution Operations for designated customers and technologies.
- Identifying and resolving process faults within Global Operations, collaborating with internal teams to drive continuous service improvement.
- Ensuring adherence to all management KPIs within specified SLAs.
- Managing all customer-facing technical documentation, including Incident and Outage Reports.
- Taking ownership of customer technical projects post-implementation and serving as the primary contact for both internal and external stakeholders.
- Collaborating with third parties, suppliers, and vendors at an operational level to effectively handle technical escalations from support teams.
- Assisting the Solution Manager and sales team in a pre-sales capacity, leveraging expertise in Vodafone Global Enterprise products and solutions.
- Enforcing the escalation process for all high-priority calls.
- Proactively addressing client requests and faults within SLA parameters, ensuring excellent customer satisfaction.
GSOC Account Champion
Vodafone Intelligent Solutions_VOIS
Cairo, Egypt
01.2017 - 01.2019
- Serve as a liaison between Global Helpdesks (Customers) and operators (Local Markets, Partners, Affiliates, etc.) and regional helpdesks on a global scale, ensuring fulfillment of customer requests and incidents in accordance with contracted SLAs and highest quality standards.
- Conduct required reporting, incident management, service continuity management, and other ad-hoc tasks as per business requirements.
- Achieve customer experience excellence goals by managing real-time service level impacts and NPS/CSAT KPIs.
- Generate weekly and monthly schedules and oversee all operational support functions.
- Cultivate positive and professional relationships with internal and external customers to uphold the esteemed image of the Global Enterprise Service Center.
- Work with the Account Global Service Manager to lead the communication between the customer on one end and the operators (Op Co, Partner, Affiliate …etc.) and regional helpdesks on the other end on a global scale to ensure that customer requests are fulfilled in a timely fashion with the best possible quality.
- Lead VGE operation team to manage ongoing relationship with Internal Operators and External Customers in a world class communication edge.
- Develop and provide internal training programs to VGE operation team on communication framework and how to handle incoming communication and fulfill customers’ requests.
Service Operation Center SR. Specialist
Vodafone Intelligent Solutions_VOIS
Cairo, Egypt
01.2015 - 01.2017
- Serve as the primary liaison for Multinational Corporate Global/Regional Helpdesks. Receive and document all inquiries from MNCs' Service Desks, addressing simple requests and handling complaints directly.
- Maintain ownership and oversight of all incidents to ensure none are overlooked, coordinating their resolution.
- Monitor and escalate incidents in accordance with agreed service levels and ITIL Standards.
- Take responsibility for end-to-end diagnostics and resolution, gathering comprehensive details from customers prior to engaging with OpCos/Partners/Affiliates.
- Update customers with progress reports and act as an intermediary between customers and various departments within Vodafone to resolve operational issues and maintain service standards.
- Escalate incidents that breach SLAs for swift resolution.
- Provide accurate and timely information by thoroughly investigating all customer inquiries using available tools and applications to ensure efficient incident resolution.
- Troubleshoot incidents such as network issues and device malfunctions (e.g., Mobile Connect Card, Blackberry) before escalating them to an Operating Company.
- Collaborate with Vodafone and other groups to address technical and international network queries effectively.
International Account Frontline Adviser
Vodafone Intelligent Solutions_VOIS
Cairo, Egypt
01.2012 - 01.2015
- Collects client information through phone calls, client interviews, and verification processes.
- Determines client eligibility by comparing information against specified requirements.
- Establishes operational policies by inputting client data and confirming pricing details.
- Informs clients about procedures, answers inquiries, and provides necessary information.
- Ensures communication equipment functionality by reporting any issues promptly.
- Enhances and maintains quality outcomes by adhering to established standards and guidelines, and recommending procedural improvements.
- Stays updated on product advancements by studying new descriptions and participating in educational opportunities.
- Achieves organizational objectives and sales targets by fulfilling related tasks as required.
Education
01-2020
Bachelor of languages faculty of Al Alsun - Spanish and English
01-2009
Skills
- PMI Project Management Professional (PMP)
- ITIL 3&4 Foundation
- ITIL 4 Specialist: Business Relationship Management
- ITIL 4 Leader: Digital & IT Strategy
- Certified Customer Success Specialist (CCSS)
- Fortinet Certified Fundamentals in Cybersecurity
- Certified SAFe 5 Agilist
- Certified Scrum Product Owner
- Design Thinking - LOGIC Training & HR Development
- Basic Knowledge of IoT
- Cisco Collaboration Core Technologies - Skillsoft
- Knowledge of Network Technologies (LAN, WAN, UC)
- Proficient in Microsoft Office (Word, Excel, PowerPoint)
Languages
Arabic
English
Spanish
Awards
- Change Maker Award, 2024-07-01, OB, For saving around 3M Euros per year due to the SLA exclusions activity done with the customer
- Change Maker Award, 2023-05-01, OB, For efforts in creating the SNOW dashboard for VOC CTS2/CTS3 which had a positive impact on the Incidents Resolution Time and SLA.
- Vodafone Stars Award, 2021-05-01, VOIS, For onboarding one of the strategic Products within Vodafone Business smoothly and having positive feedback from global customers.
- Vodafone Stars Award, 2019-10-01, VOIS, For the improvements done on the revenue growth by 20% for one of the strategic customers within Vodafone Business, through cross-selling complementary products.
- Global CXX Hero, 2018-01-01, VOIS, For improving the SLA for one of global customers by 15% moving it to the Green SLA.
Websites, Portfolios and Profiles
www.linkedin.com/in/mohamed-ali-mak-b92663112
Timeline
Service Delivery Manager (Europe)
Tech Mahindra
02.2026 - Current
Senior Customer Service Manager
Orange Business
01.2026 - 01.2026
Product Onboarding Projects Lead
Vodafone Intelligent Solutions_VOIS
01.2020 - 01.2022
Technical Solution Manager
Vodafone Intelligent Solutions_VOIS
01.2020 - 01.2022
GSOC Account Champion
Vodafone Intelligent Solutions_VOIS
01.2017 - 01.2019
Service Operation Center SR. Specialist
Vodafone Intelligent Solutions_VOIS
01.2015 - 01.2017
International Account Frontline Adviser
Vodafone Intelligent Solutions_VOIS
01.2012 - 01.2015