Mohamed Nabil KhalilAddress 15 Khalifa EL-Amer St. Nasr City, Cairo Egypt.Mobile +2-0100-626-7402 / +2-0100-6655011Email mnabil77@yahoo.com

KEY QUALIFICATIONSBackground includes Management Consulting, Oil &Gas, Telecommunication, Marketing & Distribution Services, Textile Industry and Retailing business; Hands-on experience in Strategic Planning & Execution, Customer Experience/Information Technology/Product Development/Process Improvement/Human Capital Development/Management Consulting Services/Project Management Systems/Business Analysis/Service Delivery/Operations Management; Proficient with Microsoft office programs, statistical, analytical & BI applications; Team-Work oriented with track record to structure, build, lead & drive teams towards assigned projects’/operations’ objectives and results realization; Proven record for initiating and leading business process improvement projects towards achieving targeted efficiencies and profitability through operational Excellence; ability and agility to comprehend and cross functionally liaise among different business functions towards corporate strategic objectives driven by earned MBA, being a certified trainer, other professional qualifications and practical exposure; Currently targeting to leverage the cross cutting experiences through assuming a Strategy/Commercial/Customer Care/Service Delivery role via holding business unit(s) responsibility by driving its target Objectives, Profit & Loss, Continuous Improvement, Growth and Alignment with the corporate set strategies.

EXPERIENCEService Delivery Manager, Egypt Telecom, Egypt, January 2013-Present

Oversee & responsible of IT operations by instilling Service Delivery concept & execution for related systems in scope from raising business requests to their completion and validation in an accurate and timely manner with proper design and configuration from End-End perspective i.e. bill cycles, customer disputes and reconciliations & IT and Business services.

Establish & refine service delivery processes while constantly assessing customer (Internal & External) feedback and make necessary improvements.

Implement, execute and enhance the policies, standards, processes and procedures for the day to day operations of the Service Delivery support functions that include Incident, Problem, Request, Event and Change Management.

Responsible to drive change management via ensuring and validating with related stakeholders the development of the relevant Change Requests (CRs) with the proper analysis and follow up till production deployment.

Lead & Manage escalations, incidents, problems and post reviews for all incidents, events, outages, significant issues/concerns while closely liaising with internal technical and interfacing business teams and providing the pertinent communications.

Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.

Arrange appropriate training and support to the business team related to any added functionalities or features or modified behavior within the IT/Business operational system which leverage Customer Experience as a core driving concept; interfacing includes finance, technical and business stakeholders.

Effectively staff & manage a team, demonstrating skills in communication, organization, resource planning, coaching, performance management and personal development planning to meet the operational and support needs of TE Data.

Assume responsibility for timely and accurate business related IT service delivery operations according to the set guidelines and SLAs, while generating, maintaining and distributing all required reports and dashboards that ensures quality of services and incurred operational cost.  

Contribute, as part of the project team, to the development and the rollout of the revamped Billing Operations within the organization to cover the Enterprise and Consumer business units by providing Billing System enhancements, data clean up and billing statistics, and, when necessary, advise the executive team on matters that need escalation when appropriate. 

Cooperate with the Enterprise and Consumer Business Units to promote ‘best practice’ processes based on ITIL framework standards and a streamline work organization to create the optimal foundation to build efficient Service Delivery operations. 

Project Management Office Unit Manager, TE Data, Egypt, May 2011-December 2012 Review and approve TE Data project objectives, scopes and ensure consistent and reliable

projects delivery. Provide corporate guidance and oversight based on the strategic initiatives, nature and

scope of the project objectives. Address the formulation, planning, execution termination and review of individual

projects. Work with departments to prioritize projects and develop company-wide projects plan. Review and consolidate department’s project detailed plans and challenge key milestones. Track and report project progress and address issues/risks. Consolidate monthly progress report updates on department initiatives. Ensure proper change management and communication efforts are planned and executed

with respect to projects. Drive collaboration between TE and TE Data in project planning and delivery. Develop and maintain TE Data corporate strategy execution approach. Support department initiatives and objectives development in line with TE Data corporate

strategy. Facilitate strategy execution progress.via keeping management better informed and

focused on strategy. Providing internal corporate training of selected knowledge base subjects. Being Awarded as Best Manager in 2011-2012.

Operations & Business Process Manager, Point Distribution Services, Egypt, February 2010- April 2011

Manage a number of functional areas which are:- Call Center-Internal and External Client Reporting-Business Process Improvement-Store Management.

Share with a team in designing the core and supporting functions’ processes and activities with the set SLAs, procedures and guidelines which ensures effective and efficient operational performance.

Design and manage the reporting structure and cycle which crosses internal functions in addition to the reports required by clients.

Ensures proper utilization of the present technology to achieve the full benefit to the customer and the company.

Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning as well as coordination and communication between support and business functions.

Play a significant role in long-term planning, including initiatives geared toward operational excellence.

Responsible for leading and developing the capabilities of the managed team members through ongoing mentoring and coaching.

Plan, staff, and supervise all assigned work unit activities through team members to ensure a cohesive operational unit.

Operational Excellence Manager, Alghanim Industries, Kuwait, April 2009 to October 2009

Lead major process improvement projects across retail Electronics. Implement best practices / techniques to ensure quality and operational excellence of all

processes related to inventory management, procurement, customer service and sales. Train and mentor employees in process improvement methodologies (Lean & Six Sigma). Partnered with an external consulting firm to revisit the corporate internal operations

controls, performance and workflow to identify the areas of gaps and accordingly develop the relevant improvement initiatives regarding the following operational areas:

Product Management (Sub Processes: Procurement, Sales, Pricing, Budgeting, Replenishment & Forecasting, Promotion etc.)

After Sales Service (Sub Processes: Customer Service, Repair, Warranty Replacements, Spare Parts, Fleet Management etc.)

Senior Business Analyst, Xceed, Egypt, January 2008-January 2009 Managed and performed multiple analysis, design, implementation, maintenance and

improvement of business processes, with the purpose of ensuring their alignment to business requirements.

Improved quality & performance while reducing costs and streamlining operations across the spectrum of business operations throughout the enterprise as a whole.

Developed, as a one of the management team, a comprehensive Business Case analyzing a major turnaround project for one of the performance suffering key accounts within Xceed having the theme of how to transcend from the correction phase towards a sustainable competitive performance.

Management Consultant, Freelancer, Egypt, June 2005-December 2007 Developed Gap Analysis for companies covering several sectors, i.e. petroleum, textiles,

plastics. Developed Marketing Strategy & Plan for ‘Chemicals and technologies for polymers’ Partnered in Developing Sector Strategy Development as:-

1. National Strategy for Small and Micro Enterprise Development2. National Strategy for the Medical Equipment Industry Sector

Established a comprehensive Manual of Operation for ‘Worms & Medlevant Shipping’ internal functions. This manual encompassed all the relevant process & procedures that commonly conducted throughout its day-to-day operations while identifying the purpose and goal of each process which is driven and assessed on a customer satisfaction basis.

Liaised & collaborated with the sourced ISO consultants to handoff the necessary deliverables called for ISO Certification for ‘Worms & Medlevant Shipping’.

Developed for ‘Egyptian Weavers’ a Technical Proposal for constructing a Performance Management/Measurement System aiming to track and. control the operational outcomes and ensuring their alignment to the company business strategy.

Assisted ‘Hesni’s for Knitting’ Owners & Top Management to define the required scope of work addressing the surfaced operational & business concerns.

1 year Project Contract in ‘Hesni for textiles undergoing the following: Developed the company Manual of Operation by mapping and documenting its internal

activities and tasks that systematically occur across the core functions / departments inside the company.

Enhanced the work-flow of some processes that are performed through eliminating bottle-necks, faster operation, and better control on company resources.

Defined KPIs for each business & technical process that can help the company management measure its performance and improve company efficiency and effectiveness.

Developed a well-defined jobs descriptions and responsibilities for the levels / positions of the organization based on the proper analysis of their roles within the different functional routine processes. These job descriptions defined the role of each position and the needed proper management & controlling / communication system for each position as well as clear accountability guidelines and individual KPIs.

Developed two Business Cases analyzing the performance of the existing system of the organization with the recommended strategic pathway to undertake to achieve a competitive sustainable advantage.

Maintenance Planning Engineer, Egyptian Drilling Company, Egypt, November 2001 – May 2005

EDUCATION/QUALIFICATIONS Event Wise Training

Olde Vechte Foundation, Ommen, Netherlands-2016 The Practicing Coaching Training

Olde Vechte Foundation, Ommen, Netherlands-2015 eTOM Certified Frameworks: Foundation/Business Process/Application/Customer

Experience/knowledge in Information Framework tmforum-USA 2014

Certified Supply Chain Professional (CSCP)The Association for Operations Management – USA 2014

Certified Trainer360 Solutions - USA 2012

ITIL Service Management FoundationGlobal Knowledge-UK 2012

CIM Professional Diploma in Marketing Chartered Institute of Marketing – UK 2011

Lean/Black Belt CertifiedInternational Quality Federation-American University in Cairo – USA 2008

Greenbelt Six Sigma CertifiedAmerican University in Cairo – Egypt 2007

MBA (Master of Business Administration) With specialization in Finance & Operations GPA: 3.527 American University in Cairo – Egypt 2006

Project Management Professional(PMP)Project Management Institute(PMI) - USA 2005

Cambridge Diploma in Project ManagementInternational Management Institute (IMI)– UK 2003

Diploma - Professional Certificate in 3DS MaxYAT Education Center – Egypt 2002

B.Sc. in Mechanical Engineering With a minor in Electronics GPA: 3.27American University in Cairo – Egypt Faculty of Engineering 2001

AWARDS/ACHIEVEMENTS Being selected as an International trainer within OldeVechte Foundation, Netherlands,

2016 Being selected to participate in Preparing Global Leaders Summit (PGLS) Russia, 2016 Establishing the Service Delivery model & function inside Telecom Egypt as an aligning

bridge between technical and business teams Best Harmonised team – Telecom Egypt Best Manager -TE Data

o Restructuring the Product Development Process(NPD) i.e. turnaround WIFI project Building Operations, teams, technologies in a startup Business outsourcing company-

Point Distribution Leading company-wide Business Process Reengineering(BPR) project in retail business i.e.

Enhancing After Sales Field operations & Revamping Maintenance and Repair area layout-Al-Ghanim Industries

Revamping & turnaround strategic Microsoft X-Box account-Xceed Leading Business Process Reengineering i.e. Reducing capital warehouse cost &

Improving purchase process-Hesni Textiles Maintenance Operations restructuring- Egyptian Drilling Company

CERTIFIED INTERNATIONAL TRAINERTopics: Business Strategy-Leadership & Change Management-Negotiations Skills-Communication & Team Building Skills-Project Management-Problem Solving/Creative Thinking & Decision Making-Motivation Skills-Customer Service-Coaching.Clients: Merck-Conrad- Hilton-On the Run-Henkel-QSoft-US Embassy- Injaz- Al-Araby Group-Misr ElKheir- Titan Cement-Coca-Cola-Nestle-Enactus.