Summary
Overview
Work History
Education
Skills
Clients Projects
Work Availability
Timeline
AdministrativeAssistant

Mohammed Ehab

Service Delivery Manager

Summary

Dynamic Service Delivery Manager at YOUXEL Technology with a proven track record in enhancing customer satisfaction and optimizing resource allocation. Expert in incident management and client relationship management, I successfully led cross-functional teams to improve service quality and streamline operations, achieving significant performance improvements and fostering a culture of continuous enhancement.

Overview

6
6
years of professional experience
2
2
Languages

Work History

Service Delivery Manager

YOUXEL Technology
07.2023 - Current
  • Improved service quality, addressing client concerns promptly and professionally.
  • Led cross-functional teams to achieve project goals on time and within budget.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Developed training programs to enhance employee skills and boost overall productivity levels.
  • Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Supervised operations of 24-hour customer service desk staffed by 20 team members.
  • Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Reduced turnaround time with effective resource allocation and task prioritization.
  • Coordinated new hire recruitment, training and development.
  • Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
  • Coordinated and led internal and external site team meetings.

Presales Consultant

YOUXEL Technology
01.2021 - Current
  • Established strong relationships with customers by providing ongoing support and addressing concerns promptly.
  • Supported sales team success by delivering technical expertise during client meetings and presentations.
  • Assisted in closing deals by addressing customer objections and demonstrating the value of proposed solutions.
  • Increased win rate by developing compelling solution presentations that effectively showcased product capabilities.
  • Developed customized product configurations based on client requirements, ensuring optimal functionality.
  • Enhanced customer satisfaction by conducting product demonstrations and providing tailored solutions to clients.
  • Improved overall sales effectiveness by working closely with marketing teams to develop targeted collateral materials.
  • Consistently met or exceeded assigned sales targets by employing strong time management and prioritization skills.

.NET Developer

YOUXEL Technology
12.2018 - 07.2023
  • Contributed to the successful completion of projects by meeting deadlines and adhering to best practices in .NET development.
  • Monitored database performance to keep workflows running smoothly.
  • Troubleshot and resolved performance issues for databases and software.
  • Reduced software bugs by conducting thorough unit testing and debugging, ensuring a smooth user experience.
  • Worked closely with product owners to gather requirements and translate them into functional specifications for development purposes.
  • Participated in code reviews, ensuring adherence to established programming guidelines while maintaining code quality across the team.
  • Developed reusable components for increased development efficiency, streamlining project timelines.
  • Completed analysis, design and testing phases of software development life cycle.
  • Mentored junior developers on coding standards and practices, fostering a positive learning environment within the team.

Education

Bachelor's Degree - Computer Science And Information Systems

Helwan University
Cairo, Egypt
04.2001 -

Skills

Service level agreement management

undefined

Clients Projects

IA Insurance Authority


The unified platform for the Insurance Authority services, targeting insurance companies in the Kingdom, overseeing the status of their licenses, supervising them, and issuing violations


Royal Protocol Readiness Assessment


A system designed to evaluate the preparedness of royal palaces to receive high-profile guests, including visiting presidential and royal delegations to the Kingdom of Saudi Arabia. It also assesses the availability and readiness of the dedicated vehicle fleet assigned to these delegations, ensuring seamless operations and easy monitoring of transportation tasks.


Ain Al-Yamamah System – Riyadh Municipality


Ain Al-Yamamah is the central system responsible for managing all regulatory and inspection processes within the Riyadh Municipality, Kingdom of Saudi Arabia.


MCIT – Survey Management System


Responsible for publishing and developing surveys for the Ministry of Communications and Information Technology, aimed at enhancing internal institutional communication and engagement across the ministry.


360 System – Ministry of Endowments (Awqaf)


The 360 System is responsible for inspection, supervision, and regulatory oversight of endowments across the Kingdom of Saudi Arabia. It facilitates the issuance of violations and the handling of financial crimes related to endowments and their custodians. The system aims to enhance and automate these processes, transforming it into a comprehensive platform for inspection and monitoring corrective actions for non-compliant endowments.


Ruksati System – NEOM Municipality


Ruksati is the official licensing system for shops and establishments within the NEOM Municipality. It supports the municipality's vision by streamlining the issuance of commercial licenses and overseeing their compliance with municipal regulations through ongoing monitoring and enforcement.


Inspection System for Real Estate Offices and Brokers – General Real Estate Authority


A system developed to ensure full compliance of real estate offices and brokers with the regulatory provisions set by the General Real Estate Authority. It facilitates periodic inspections and monitoring of offices, brokers, and real estate advertisements, enables the issuance of violations, and provides integrated payment solutions through a unified platform managed by the Authority.


Haj Ministry


Monitoring and ensuring the readiness of the holy sites during the Hajj season


SABB Expenses


expenses management mobile application with an admin portal for SABB in Saudi Arabia


GEA (The General Entertainment Authority)


Monitoring and ensuring the readiness of the entertainment sites during the Riyadh season


Mostaed System – Ministry of Health


Mostaed is a centralized platform developed for the Ministry of Health in the Kingdom of Saudi Arabia. It serves as the unified system for assessing the operational status of healthcare facilities and tracking the resolution of issues identified during routine monitoring and evaluation processes.


Hudon System – Ministry of Tourism


The Hudon System was developed to assess the readiness of hotels registered with the Ministry of Tourism to accommodate COVID-19 patients. It defines operational standards and dispatches inspectors to evaluate each facility’s preparedness to safely receive and manage patients in accordance with health and safety protocols.


Rased System – Ministry of Municipal, Rural Affairs and Housing


Rased is a nationwide monitoring system developed for the Ministry of Municipal, Rural Affairs and Housing. It oversees the ministry’s operational activities across the Kingdom of Saudi Arabia, supports citizens in issuing title deeds for land ownership, and facilitates the automation of traditional paper-based processes within the ministry.


Regulatory Compliance System – Royal Commission for AlUla


A system developed to monitor the compliance of commercial and health establishments in AlUla with municipal regulations. It manages the full inspection lifecycle, including enforcement actions, handling objections, and issuing invoices for violations.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Service Delivery Manager

YOUXEL Technology
07.2023 - Current

Presales Consultant

YOUXEL Technology
01.2021 - Current

.NET Developer

YOUXEL Technology
12.2018 - 07.2023

Bachelor's Degree - Computer Science And Information Systems

Helwan University
04.2001 -
Mohammed EhabService Delivery Manager