Doha, Qatar
With extensive experience in the Telecommunications field, I am currently a Service Delivery Manager at Ericsson, where I manage customer relationships and ensure seamless delivery of contracted services. My mission is to drive customer success and satisfaction while meeting financial, safety, and environmental performance benchmarks. I thrive on fostering collaboration, identifying opportunities for growth, and aligning service delivery with organizational goals. At Ericsson, I actively oversee SLA fulfillment, and budget adherence while contributing to sales processes and business development. My expertise lies in building strategic partnerships, driving add-on sales, and delivering impactful customer solutions, all while upholding the highest standards of quality and efficiency.
-Taking ownership of the customer relationship, delivering customer success and satisfaction and being responsible for ensuring the correct and proper delivery of customer services as specified in the contracted agreements. -Responsible for Customer Business Execution and the complete delivery of Customer Support Services towards customer. -Responsible for the financial and commercial as well as environment, health, and safety (EHS) performance of delivered customer support services. -Accountable for setting up and meeting agreed budget whilst delivering Service Level Agreement (SLA) fulfilment and customer satisfaction. -Active contributor in the Sales process, identifying new business opportunities and driving Add on Sales, in cooperation with Account team. -Managing the contractual requirements towards the Customer Support organization. -Coordinating all activities related to the activation of support services with the customer, handling of customer service requests, emergency handling.
-Supporting the CU/GCU KAM organization with business development and domain specific sales activities securing that Ericsson is perceived as a preferred partner. -Working on strategic level identifying leads and opportunities as well as taking the role of ACR or CSR in Customer Support engagement. -Influencing Customers vision & strategy, drive Ericsson involvement in creating customer visions, strategies & requirements -Delivering customer value, provide insight on how new trends will affect customer business -Identifying new S&R business opportunities which will lead to non-organic growth, identify customer business needs through consultative engagements -Driving opportunities to deals, conduct in-depth business focused discussions with customer -Working on RFPs and RFQs opportunities and delivering the costing and pricing business cases as part of the offer preparations. -Driving Knowledge Transfer, perform coaching and mentoring activities to support internal competence build up
Led and delivered complex network rollout, initial tuning, and optimization projects around Europe, MEA and Africa for prominent Global Operators such as Vodafone (Netherlands & Egypt), Mobistar (Belgium), Orange (France), Zain (Iraq), Ooreedoo (Qatar), Alfa-MIC1 (Lebanon), Etisalat (UAE), Korek (Iraq), Axian Group (Tanzania, Madagascar): -Establishing the Project Plan Baseline: defining Project Scope, cost, performing Resource Dimensioning, Preparing Project pre-requisites -Driving Project execution: tracking Project activities, supervising and handling changes, conflicts and critical issues -Handling Customer Engagement: managing Customer relationship and securing Customer satisfaction, building confidence and trust, ensuring Project progress, arranging meetings and Customer events -Handling Project Finances: ensuring financial system monitoring and expense reporting to meet budgetary objectives and make adjustments to Project constraints based on proper financial analysis -Developing the business: participating in contract preparations and pre-sales meetings -Developing the PM field: simplifying processes, methods and tools with creative ideas -Handling Risk Management, to mitigate any unforeseen risk -Planning, directing, and assigning duties for Project Engineers: scheduling and authorizing all tasks and requests from different project stakeholders -Conducting regular team and governance meetings to follow up on the latest project progress and acceptance and ensure that the established policies, procedures are followed, and the SOW targets are met within agreed lead times -Handling escalations and customer complaints -Troubleshooting and addressing any project problems (planned and unplanned) and making sure that all deliverables are achieved within the agreed time plan with the customer.
-Designing & Pricing of Building Management Systems (BMS) projects and control systems; Site follow-ups and coordination; Supervision; Submittals; Shop Drawings; As Builts; Programming; Testing and Commissioning; working on Building automation and control systems such as (SIEMENS and Automated Logic Control). -Sizing, Pricing; Supervision on installation, Testing, Commissioning and Programming of Metering systems and remote reading stations of Energy, Water and Electrical meters. -Budgeting; Engineering Economy; Estimating Operation Cost of Electro-Mechanical Systems; Energy Cost Allocation.