MOSTAFA HENDAWY
Cairo
Summary
IT Service Delivery Manager with a strong track record in service delivery optimization and team leadership. Proven ability to govern multi-project support services and enhance service quality through ITIL frameworks. Passionate about driving operational excellence and fostering customer engagement through innovative cloud solutions.
Overview
19
19
years of professional experience
Work History
Service Delivery Manager
Nile.com
Cairo
07.2024 - Current
- Spearheaded the technical Service Delivery of 5 concurrent enterprise consulting and deployment projects from initial architecture through successful sign-off.
- Governed multi-project support services, achieving 100% SLA compliance and reducing incident resolution times (MTTR).
- Orchestrated operational ITSM & process optimization workflows, enhancing team efficiency and quality of project deliverables.
- Directed and upskilled an 8+ member engineering team, establishing Performance Development plans that slashed resource turnover.
- Cultivated strategic customer engagement paths; translating technical milestones into business value.
Senior Consultant - Team Leader
Nile.com
Cairo
02.2023 - 07.2024
- Led end-to-end solution delivery and IT infrastructure strategies for enterprise accounts, ensuring alignment of engineering designs with corporate governance to enhance operational integrity.
- Managed cross-functional delivery streams as technical authority, driving compliance and optimizing complex deployment frameworks.
- Mentored consulting teams, establishing upskilling tracks to enhance technical onboarding and address skills gaps effectively.
Azure Infrastructure Team Lead
ITECorp.
Cairo
11.2020 - 02.2023
- Orchestrated high-impact Azure Cloud Transformations and architectures, validating success criteria for 12+ enterprise clients.
- Delivered technical workshops, architectural design sessions, and Proof of Concepts (PoC) for marquee clients, showcasing innovative solutions.
- Governed incident management paths and escalation matrices, engineering solutions for critical system logs to reduce downtime.
- Coordinated team of technical support specialists and field technicians, optimizing resource allocation to enhance service delivery.
Microsoft Solution consultant
ITECorp.
Cairo
11.2015 - 11.2020
- Engineered and deployed custom enterprise solutions across Microsoft stacks including Azure, Office 365, and System Center (SCCM).
- Designed and maintained global SCSM Platforms to handle high-volume ITIL workloads covering Incidents, Problems, and Service Requests.
- Architected standard desktop and server gold images leveraging MDT, WDS, and automated SCCM infrastructure pipelines.
- Published technical documentation blueprints, including high-level designs (HLD), low-level designs (LLD), and bill of materials (BoM), to support solution implementation.
- Collaborated with pre-sales teams to deliver integrated product demonstrations and engineering education, enhancing understanding for enterprise prospects.
Associate Enterprise Credit & Risk Management
Orange
Cairo
01.2015 - 11.2015
- Managed corporate dunning system operations, overseeing Out of Pattern Spending (OOPS) parameters to ensure compliance and reduce financial risk.
- Analyzed high-exposure corporate accounts, deploying risk-factor monitoring techniques that mitigated portfolio liabilities.
- Generated creative solutions and solutions to enhance team performance and outcomes.
- Collaborated effectively with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Enterprise Technical Complaint Handling Specialist
Orange
Cairo
01.2008 - 12.2014
- Resolved high-tier technical client escalations and critical service disruptions, ensuring compliance with time-sensitive SLA matrix.
- Bridged communication across technical engineering, billing operations, and infrastructure departments to resolve systemic bugs.
- Managed handling procedures for product shipments and inventory control.
- Coordinated logistics between departments to ensure timely delivery of materials.
- Trained staff on safety standards and best practices for handling operations.
Education
BSc. - Computer Science
El-Sherouk Academy
07-2007
Skills
- Service delivery optimization
- Project lifecycle management
- Service management
- ITIL frameworks
- Cloud service management
- IT service automation
- System monitoring and configuration
- Operational excellence
- Service quality assurance
- Client engagement
Personal Information
Title: IT Service Delivery Manager
Certifications And Credentials
- Nutanix Certified Professional – Multicloud Infrastructure 6 (NCP-MCI 6).
- Microsoft Certified Trainer (MCT).
- Microsoft Certified: Power BI Data Analyst Associate.
- Microsoft Certified: Azure Fundamentals (AZ-900).
- MCSA: Office 365 – Certified Cloud Applications Administrator.
- Exam 414: Implementing an Advanced Server Infrastructure.
- Exam 413: Designing and Implementing a Server Infrastructure.
- ITIL Foundation – IT Service Management Framework.
Representative Enterprise Projects
- Financial & Banking Sector: Credit Agricole, Housing and Development Bank, National Investment Bank
- Energy & Industrial Infrastructure: El Sewedy Electric, Ezz Steel Co., Middle East Oil Refinery (MIDOR), Tharwa Petroleum
- Enterprise Conglomerates: Americana Group, Miraco Carrier, Eastern Company, Ragab Sons
- Government & Aviation: SCZone (Suez Canal Economic Zone), Egyptian Airports Company, Egyptian Electricity Holding Company
Timeline
Service Delivery Manager
Nile.com
07.2024 - Current
Senior Consultant - Team Leader
Nile.com
02.2023 - 07.2024
Azure Infrastructure Team Lead
ITECorp.
11.2020 - 02.2023
Microsoft Solution consultant
ITECorp.
11.2015 - 11.2020
Associate Enterprise Credit & Risk Management
Orange
01.2015 - 11.2015
Enterprise Technical Complaint Handling Specialist
Orange
01.2008 - 12.2014
BSc. - Computer Science
El-Sherouk Academy