Mohamad EL-Ghazzawi

Service Delivery & Operations
«Led regional service delivery operations, ensuring SLA compliance and consistently high service quality
across UAE, KSA, and Qatar
+ Managed end-to-end service delivery lifecycle from project implementation through operational support
across UAE, KS, and Qatar.
«Served as senior escalation lead for enterprise customers, ensuring rapid resolution of critical incidents
and maintaining customer confidence.
«Advanced service performance while managing 30% annual workload growth, demonstrating scalability
and operational control
Operational Transformation
«Implemented JIRA service management framework, improving visibility and performance tracking
«Designed and introduced a pooled delivery mode, enhancing resource utilization and scalability
Team Leadership & Development
Cross-trained engineers across solution domains, building a multi-skilled and flexible tea structure
«Improved team efficiency and performance consistency through structured coaching and performance
tracking
Cost & Commercial Management
«Controlled operational costs (TOIL, overtime, travel) while maintaining service quality
= introduced structured charging for chang requests and sfter-hours support, improving financial discipline
and service profitability
Cross: Functional Collaboration
Worked with Sales and Pre-sales to define scope early, improving implementation success.
«Partnered with Finance on pricing models for additional services.
© Collanorated with Project Management, Sales, and Service teams to ensure seamiess delivery.
Enterprise & Mult-Industry Exposure
Delivered services across sectors including aviation, banking, healthcare, government, telecom,
construction, and education
«Adapted service delivery to different security requirements, operational models, and customer
expectations.
Governance & Delivery Standards
Developed and standardized designs (HLD/LLD), SOW, implementation documentation, and RCA practices
«Built documentation repositories to improve consistency and knowledge management

+ Delivered regional complex enterprise deployments across multiple industries, integrating solutions within
secure and large-scale IT environments
«Led hybrid and cloud-based solution implementations, ensuring scalability and system performance
«Acted as technical lead in regional projects, coordinating cross-country stakeholders
+ Supported pre-sales activities, including design validation and solution estimation
+ Mentored engineers and contributed to standarcization of engineering practices

+ Delivered enterprise implementations and suppcrt services, ensuring SLA compliance
«Performed deployments, troubleshooting, and end-user training.
«Supported business-crtical environments, minimizing downtime and improving syste reliability