Radwa Ali
Support Account Manager | Service Delivery Expert
Dubai
Summary
Accomplished Service Delivery and Support Leader with over 15 years of international experience across the IMETA (India, Middle East, Turkey, Africa) and APAC regions. Currently serving as a Critical Incident and Support Account Manager, specializing in stabilizing high-stakes enterprise environments and managing complex stakeholder relationships. Proven track record in leading digital transformations and IT integrations for global brands like Marriott International and Tech Mahindra. Expert in navigating diverse market dynamics to deliver seamless technical support and long-term client success.
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
16
16
years of professional experience
4
4
Certifications
1
1
Language
Work History
Critical Incident and Support Account Manager (IMETA & APAC)
Exabeam
03.2025 - Current
- Managing high-priority technical escalations and long-term account health for enterprise clients within the IMETA and APAC territories.
- Serve as the primary point of contact for high-priority technical escalations, within the IMETA and APAC territories ensuring rapid resolution and minimal business impact.
- Manage long-term support accounts within designated territories, aligning technical delivery with client business goals and maintaining high satisfaction scores.
- Bridge communication between technical engineering teams and executive stakeholders during critical system outages.
Service Delivery Manager
Tech Mahindra
01.2019 - 03.2025
- Strategic Project Leadership: Directed end-to-end service delivery for multi-million-dollar government and enterprise projects, including Dubai Holding and the Department of Municipalities and Transport (DMT - Abu Dhabi).
- Performance Management: Consistently met 100% of project scope and SLA requirements by implementing robust KPI tracking and quality assurance frameworks.
- Operational Excellence: Orchestrated complex IT integrations to align technical infrastructure with long-term business goals, effectively eliminating legacy technical debt and ensuring 24/7 operational success.
Senior Product Owner
Emaar Technologies
01.2017 - 01.2019
- Strategic Leadership: Spearheaded one of Emaar’s most critical strategic initiatives in Egypt, transitioning from IT Project Manager to Senior Product Owner to lead a high-performing team of software engineers and UI/UX designers.
- Digital Transformation: Orchestrated the delivery of standardized, customer-centric web and mobile solutions designed to elevate business growth and unify the digital experience for Emaar Misr customers.
- Impact: Successfully standardized product delivery frameworks, directly contributing to Emaar Egypt’s digital scaling and long-term market competitiveness.
IT Manager
Marriott International
01.2013 - 01.2017
- Merger & Integration Leadership: Orchestrated the critical IT integration and infrastructure alignment during the Starwood and Marriott merger, ensuring zero downtime and a seamless transition of legacy systems across the portfolio.
- Pre-opening & Brand Launch Specialist: Directed the end-to-end IT Pre-opening Readiness for Le Méridien Egypt, managing everything from hardware procurement and network infrastructure to brand-standard software deployment.
- Record-Breaking Leadership: Recognized as the first female millennial IT Leader in the EAME division, setting a benchmark for service excellence and technical project delivery during rapid brand expansions.
Project Manager & Data Analyst
Vodafone
01.2010 - 01.2013
- Career Progression: Rapidly promoted from Transmission Support Engineer to Project Manager & Data Analyst, overseeing the design and implementation of automated reporting modules.
- Performance Optimization: Developed comprehensive KPI frameworks to monitor and analyse transmission network performance, providing actionable insights that improved departmental operational efficiency.
- Stakeholder Reporting: Collaborated across sub-departments to standardize performance measures, ensuring high-level visibility into network health and service delivery metrics.
Education
BSc - Computers & Information
Cairo University
Cairo, Egypt09-2009
Skills
Strategic Account Management & Client Success
Executive Stakeholder Engagement: Proven ability to build trusted partnerships with C-level executives across the IMETA and APAC regions, aligning technical delivery with overarching business objectives
Service Level Excellence: Expert in managing complex SLAs/OLAs and driving client retention through proactive account health checks and value-added service delivery
Agile Leadership & Product Governance
Agile Transformation & Coaching: Certified expert in Scrum and Product Ownership, with a track record of coaching multi-disciplinary squads to improve velocity and product quality
Account management
Teamwork and collaboration
Account development
Customer service
Customer satisfaction
Certification
Advanced Scrum Product Owner – Scrum Alliance (2020–2027)
Personal Profile
- Key Competencies:
- Strategic Orchestration: Leading with a structured and methodical mindset.
- Innovation-Led Support: Applying creative problem-solving to complex technical escalations.
- Global Leadership: Driving excellence across cross-functional and regional teams.
Timeline
Critical Incident and Support Account Manager (IMETA & APAC)
Exabeam
03.2025 - Current
Service Delivery Manager
Tech Mahindra
01.2019 - 03.2025
Senior Product Owner
Emaar Technologies
01.2017 - 01.2019
IT Manager
Marriott International
01.2013 - 01.2017
Project Manager & Data Analyst
Vodafone
01.2010 - 01.2013
BSc - Computers & Information
Cairo University