Mustafa Abdelaziz

• Lead all Service units including technical support, enterprise operations, service desk, cloud support,
PMO, and field teams.
• Own customer success strategy, ensuring SLA adherence, service quality, and escalations management.
• Establish governance frameworks across operations, service delivery, and transformation initiatives.
• Drive workforce planning, skills development, and resource utilization across technical and service
teams.
• Oversee financial performance including service P&L, renewals, and managed services revenue.
• Introduce modern service models including cloud-based support, digital service catalogs, and automated
workflows.
• Collaborate with C-level executives to align service strategy with company growth and customer
satisfaction objectives.

Reduced escalations and improved MTTR by implementing operational analytics dashboards and
automation.
• Built high-performing service teams with formalized competency development models.

(Reporting to Vodafone UK Portfolio). Led lifecycle of UK strategic programs, covering digital solutions,
managed services, and enterprise systems.

• Directed planning, scheduling, tracking, quality, and implementation.
• Managed budgets, forecasts, and revenue recognition.
• Ran risk assessments and mitigation strategies.
• Strengthened customer and vendor relationships; resolved escalations.
• Managed documentation, reporting, and delivery performance metrics.

• Delivered Transition & Transformation programs for international clients.
• Leveraged Arabic language skills to support regional customers.
• Mentored junior PMs on delivery excellence.

• Delivered IT Security & Infrastructure projects end‑to‑end.
• Led IPT technical team; supported pre‑sales and RFP development.
• Built Cisco & JavaScript integrations for contact center systems.
• Maintained corporate IT strategy, policies, and roadmap.

• Instructor for different IT courses (Network+, MS Office, Computer Maintenance and Helpdesk)

Developed Expert Systems in the domain of Agriculture using MS VB .Net, MS VB 6.0, MS SQL Server, MS Access, and PROLOG
Converted previously developed systems (developed using pure PROLOG) into MS VB 6.0 and integrating them with the ontology and rules files that have been developed using PROLOG.

• Developed:
◦ Expert Systems in Agriculture domain using MS VB.NET, MS VB 6.0, MS SQL Server, MS Access and PROLOG
◦ AI Systems (using pure PROLOG) into MS VB 6.0 and integrated them with the ontology & rules files that had
been developed using PROLOG

Developed a Database system for civilians working in Ministry of Defense, Egypt using MS VB 6.0 and MS Access
Developed an Attendant System for the civilians in the ministry which manages most of the absence and latency issues

Developed:
• Database System for civilians working in Ministry of Defense, Egypt using MS VB 6.0 and MS Access
• Attendance System for the civilians in the ministry which managed most of the absence and latency issues