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Mahmoud Ghalayini, Service Delivery Manager

Mahmoud Ghalayini

Service Delivery Manager·Gulf Business Machine

Qatar

Bachelor's degree, Software Engineering

Work experience

Total years of experience: 12 years, 11 months

Service Delivery Manager

January 2023 - Present

Gulf Business Machine

Doha, Qatar

January 2023 - Present

• Spearheaded the management of 63+ employees within the Managed Services IT department for a major government sector client, enhancing overall team performance and efficiency.
• Directed and optimized contracted services across diverse platforms and applications, including Java, SharePoint, Power Apps, Dynamics 365, Oracle ERP, and React Native, ensuring smooth operations across development and support teams.
• Managed comprehensive infrastructure services, overseeing networking, cloud environments (Azure, Windows), databases (SQL, VMWare), and security protocols, improving system uptime and reliability.
• Built and led a new Managed Services department, developing robust ticket-handling processes in alignment with ITIL v4 practices, resulting in a 30% improvement in response times.
• Developed and implemented ITSM workflows for all support levels (Level 1, 2 & 3), utilizing

Company industry:
IT Services

Customer Success Manager

January 2023 - January 2023

ExceedITServices(

Amman, Jordan

January 2023 - January 2023

• Expanded the departments scope by successfully recruiting and onboarding 2+ strategic partners.
• Collaborated with the marketing team to drive awareness campaigns, enhancing visibility of support services
• Delivered compelling presentations on service offerings, consistently preparing winning proposals that secured long-term contracts with key clients.
• Led and mentored the support team to ensure seamless execution of services, improving client retention by 10% through proactive account management.
• Implemented service satisfaction measurement tools. Reason for leaving: new offer.

Company industry:
IT Services

Customer Success Management

September 2016 - December 2022

SITA

Amman, Jordan

September 2016 - December 2022

Company industry:
Software Development
Job role:
Management

Team Coordinator & Senior Change Analyst Service Transition

November 2014 - August 2016

SITA

Amman, Jordan

November 2014 - August 2016

Company industry:
IT Services
Job role:
Management

Team Coordinator – SRs L2

October 2014 - August 2016

SITA

Amman, Jordan

October 2014 - August 2016

• Led the quality assurance program through on-site evaluations, internal audits, and customer surveys,

Company industry:
IT Services

Senior Change Analyst Service Transition

April 2014 - October 2014

SITA

Amman, Jordan

April 2014 - October 2014

Company industry:
IT Services
Job role:
Management

Networks Lab Supervisor

April 2014 - September 2014

Applied Science University

Amman, Jordan

April 2014 - September 2014

Reason for leaving: new experience

Company industry:
Primary, Prep, & Secondary School

Senior Change Analyst Service

April 2014 - September 2014

SITA

Amman, Jordan

April 2014 - September 2014

L1 Support
SITA, Amman
• Evaluated current processes to develop improvement plans.
• Collected, organized and modeled data using Service Gateway.
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Gathered, documented and modeled data to assess business trends.

Company industry:
IT Services

Change Analyst Service Transition

November 2008 - July 2009

SITA

Amman, Jordan

November 2008 - July 2009

• Documented counts and sorted finished work to promote easy access for shipping or additional processing.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Gathered data from incidents/ Change orders that had been remedied for careful review and analysis to prevent future events.
• Determined most effective approaches to new projects by reading and analyzing blueprints, drawings, and sketches. Reason for leaving: Promote

Company industry:
IT Services
Job role:
Management

Network Lab Supervisor

November 2008 - June 2009

Applied Science University

Amman, Jordan

November 2008 - June 2009

Worked as Networks Lab Supervisor.

Company industry:
Primary, Prep, & Secondary School
Job role:
Teaching and Academics

Education

Applied Science University

September 2008

September 2008

Bachelor's degree, Software Engineering

Jordan

Applied Science University

September 2008

September 2008

Bachelor's degree, Bachelor of Engineering Technology: Software Engineering

Jordan

Skills

CAPM
Expert
CAPM
Expert
PMP
Expert
PMP
Expert
MS Project
Expert
MS Project
Expert
ITIL
Expert
ITIL
Expert
Microsoft Office
Expert
Microsoft Office
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
MFG/PRO (ERP)
Expert
MFG/PRO (ERP)
Expert
REACT NATIVE
Expert
REACT NATIVE
Expert
SQL (PROGRAMMING LANGUAGE)
Expert
SQL (PROGRAMMING LANGUAGE)
Expert
UPTIME
Expert
UPTIME
Expert
MANAGED SERVICES
Expert
MANAGED SERVICES
Expert
CAPM
Expert
CAPM
Expert
ITIL v3
Expert
ITIL v3
Expert
MS Office
Expert
MS Office
Expert
PMP
Expert
PMP
Expert
SFS PO
Expert
SFS PO
Expert
Generative AI Overview for Project Managers Certificate
Expert
Generative AI Overview for Project Managers Certificate
Expert
MS Project
Expert
MS Project
Expert
ITIL
Expert
ITIL
Expert
Microsoft Office
Expert
Microsoft Office
Expert

Languages

Arabic

Expert

English

Expert

Training and Certifications

Training
IT Department and Customer Service
Xpress for Telecommunication
Jul 2007

Hobbies and interests

Football