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Hatem Al Sabbagh, Head of IT Operations

Hatem Al Sabbagh

Head of IT Operations·TDM Group

Jordan

Master's degree, MBA

Work experience

Total years of experience: 14 years, 5 months

Head of IT Operations

January 2023 - Present

TDM Group

Amman, Jordan

January 2023 - Present

• 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.

Company industry:
IT Services

Technical Support Manager

October 2020 - January 2023

TDM Group

Amman, Jordan

October 2020 - January 2023

• 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%.

Company industry:
IT Services

Onsite Technical Support Manager

January 2019 - October 2020

TDM Group

London, United Kingdom

January 2019 - October 2020

• 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.

Company industry:
IT Services

Service Desk Team Lead

January 2017 - January 2019

TDM Group

Amman, Jordan

January 2017 - January 2019

• 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.

Company industry:
IT Services

Service Desk Engineer

January 2013 - January 2017

TDM Group

Amman, Jordan

January 2013 - January 2017

• 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.

Company industry:
IT Services

Customer Service Representative

January 2012 - January 2013

Extensya

Amman, Jordan

January 2012 - January 2013

• Resolved technical queries and logged escalation tickets within telecom and support environments.

Company industry:
Call Centers & Customer Care Outsourcing

Education

Ulster University

January 2020

January 2020

Master's degree, MBA

United Kingdom

University of Jordan

January 2012

January 2012

Bachelor's degree, Computer Engineering

Jordan

Skills

INFORMATION TECHNOLOGY OPERATIONS
Expert
INFORMATION TECHNOLOGY OPERATIONS
Expert
CUSTOMER SERVICE
Expert
CUSTOMER SERVICE
Expert
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
IT INFRASTRUCTURE
Intermediate
IT INFRASTRUCTURE
Intermediate
BUSINESS PROCESS IMPROVEMENT
Expert
BUSINESS PROCESS IMPROVEMENT
Expert
QUALITY ASSURANCE
Expert
QUALITY ASSURANCE
Expert
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
LEADERSHIP
Expert
LEADERSHIP
Expert

Languages

English

Beginner

Arabic

Beginner

Training and Certifications

Certifications
Microsoft Certified: Azure Administrator Associate
Foundation
Microsoft Certified: Security Operations Analyst
4 Strategic Leader
Microsoft Office 365 Certified Professional
VMware Certified Associate (VCA)
ITIL® 4 Foundation