Walid Refaat
Global Technology & Operations Leader | VP/CIO Candidate
Cairo
Summary
Dynamic executive with over 20 years of experience in driving digital transformation, global operations, and enhancing customer experience across EMEA and North America. Expertise in architecting scalable service delivery models, fostering strategic growth, and implementing technology-driven innovations. Recognized as a trusted advisor by boards and regulatory bodies, with a proven ability to simplify complexity and translate visionary concepts into tangible results. Committed to leveraging expertise to propel organizations toward sustainable success in an ever-evolving business landscape.
Overview
27
27
years of professional experience
3
3
Languages
Work History
Senior Regional Director – EMEA | Board Member
Orange Business Services
01.2018 - Current
- Led 8+ departments across 80+ countries, delivering seamless pre/post-sales journeys.
- Built strategic alliances with ministries, regulators, and carriers.
- Drove 20% YoY cost savings via automation and lean ops.
- Expanded Egypt footprint, securing new logos and optimizing global delivery.
- Spearheaded regional strategic initiatives, driving operational efficiencies and enhancing service delivery across the EMEA region.
- Developed and implemented comprehensive business strategies, resulting in strengthened partnerships and increased market share in competitive landscapes.
- Led cross-functional teams to execute high-impact projects, optimizing resource allocation and improving stakeholder satisfaction across the region.
- Established key performance indicators and benchmarks, driving continuous improvement in operational processes and customer service excellence.
Regional Director – EMEA | Head of Cluster Ops
Orange Business Services
01.2013 - 01.2018
- Full P&L for 300+ staff across service, tech, and field ops.
- Achieved 92% employee satisfaction and 9.3/10 customer rating.
- Reduced attrition to 6% through culture, recognition, and engagement.
Director of International Business – Service Ops
Orange Business Services
01.2008 - 01.2013
- Managed $1,850M revenue across 10 global clients.
- Turned underperforming accounts green in 9 months.
- Grew headcount from 150 to 250 while boosting performance 50%.
- Spearheaded global service operations strategy, enhancing service delivery and improving customer satisfaction across diverse markets.
- Led cross-functional teams to implement streamlined processes, resulting in increased operational efficiency and reduced turnaround times.
- Drove international business initiatives by leveraging market insights, optimizing resource allocation, and strengthening client relationships.
- Developed comprehensive service operation frameworks that facilitated collaboration among regional teams, enabling consistent service quality worldwide.
France Telecom | Equant | SITA | IBM | Stream Global Services
01.1999 - 01.2008
- Led airport tech ops, service desks, and field engineering across Egypt and North America.
- Designed SLA/KPI frameworks, disaster recovery plans, and customer satisfaction programs.
Education
B.Sc. Engineering - Communications
Ain Shams University
MBA - Global Management
Master of International Business | ESLSCA, France
04.2001 -
Certifications: - Lean Six Sigma, ITIL,CCNA, CCNP,CISSP, PIX Firwall
-
04.2001 -
Skills
Transformation Leadership
Recognition & Impact
Orange Global Leadership Award – 2021 Honored for driving regional transformation and stakeholder alignment across EMEA.
EMEA CX Excellence Champion – 2017 Recognized for achieving the highest customer satisfaction scores across the region.
CEO Commendation for Strategic Expansion – 2019 Awarded for leading Egypt’s footprint expansion and securing new strategic logos.
Leadership Philosophy
“Change isn’t a challenge—it’s my playground. I lead with velocity, clarity, and purpose. I build teams that thrive, strategies that scale, and partnerships that last.”
Timeline
Senior Regional Director – EMEA | Board Member
Orange Business Services
01.2018 - Current
Regional Director – EMEA | Head of Cluster Ops
Orange Business Services
01.2013 - 01.2018
Director of International Business – Service Ops
Orange Business Services
01.2008 - 01.2013
MBA - Global Management
Master of International Business | ESLSCA, France
04.2001 -
Certifications: - Lean Six Sigma, ITIL,CCNA, CCNP,CISSP, PIX Firwall
-
04.2001 -
France Telecom | Equant | SITA | IBM | Stream Global Services
01.1999 - 01.2008
B.Sc. Engineering - Communications
Ain Shams University