Hatem Al Sabbagh

• Lead 50+ engineers across EMEA in User Support, Onsite, Infrastructure, SOC, Procurement, and
Service Excellence functions.
• Restructured operations model to improve coverage, reduce delays, and enhance KPI reporting —
achieving 96% SLA compliance.
• Launched Service Excellence Office and implemented Power BI dashboards for support metrics,
reducing manual reporting time by 20+ hours/month..
• Rebranded and uplifted IT Purchasing team, improving engagement, retention, and service delivery.
• Introduced structured onboarding, communication workshops, and mentoring initiatives across all
support teams.

• Managed 24/7 global technical support teams (1st & 2nd line) serving 7K+ users across UK and EMEA.
• Established and integrated incident escalation and triage SOPs.
• Reduced the number of repeat tickets and increased First Contact Resolution to 60%.

• Led field support for London-based clients, managing 5, 000+ endpoints and coordinating regional
travel and onsite resource logistics.
• Built strong face-to-face relationships with key business stakeholders to better understand operational
needs and tailor support delivery.
• Oversaw local datacentre operations, including physical server management, asset handling, and
vendor coordination.

• Led global service desk operations (10 engineers) handling 1, 500+ tickets/month with 24/7 coverage.
• Developed documentation standards, streamlined shift handover SOPs, and improved escalation
pathways.

• Provided first and second-line support across remote and phone channels; exceeded SLA targets and
promoted for performance.
• Diagnosed incidents at first contact and maintained a 95% resolution rate at L1.

- Deliver service and support to end-users using and operating automated call distribution phone software.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VOIP and more.
- Research required information using available resources.
- Follow standard processes and procedures.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Organize ideas and communicate oral messages appropriate to listeners and situations.
- Stay current with system information, changes and updates.