Mohammed E.

Delivery Manager

Full-time available

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Bio

Mohammed E is a Service Delivery Manager with over 5 years of experience specializing in incident, crisis, and problem management within telecom and enterprise IT service environments. He utilizes ITIL-based methodologies and tools such as ServiceNow, Jira, Power BI, SQL, Grafana, Zabbix, Excel PowerQuery, and Python to automate dashboards, monitor service health, and enhance operational visibility. Mohammed builds and maintains runbooks, escalation matrices, and automated incident dashboards, focusing on improving service…

  • Projects completed1
  • Hourly rate
  • 3-4 years experience
  • Cairo,Egypt
  • Member since May 2026
Video Intro
Assessments

General Video and MCQ Assessment

Great score on Delivery Manager Multiple Choice Questions, Difficulty Medium · Great score on Facilitate Team Growth Towards Self-Organization in Agile, Difficulty Easy · Great score on Resolve UI Specification Discrepancy Before Client Demo, Difficulty Medium · Great score on Addressing Missed Client Feedback in Software Delivery, Difficulty Medium · Average score on Navigate Stakeholder Feedback for Project Alignment, Difficulty Hard

Projects

Delivery Management

Delivery Management - Use cases

Experience

  1. Service Delivery Manager (Incident, Crisis & Problem Management)

    Orange Business ServicesSep 2025 — Present
    • Led P1/P2 war-room bridges for UC/Voice and cloud services
    • Owned customer communications ensuring consistent messaging
    • Standardized incident lifecycle improving handover clarity
    • Built/maintained runbooks and escalation matrices
    • Partnered with reporting team for automated incident dashboards
    • Facilitated Post-Incident Reviews (PIRs) and RCA deliverables
    • Managed service performance against SLAs/OLAs
    • Produced executive-ready reporting on incident and problem trends
    ITILreporting automation

  2. Business Process & Data Analyst

    Orange Business ServicesAug 2023 — Sep 2025
    • Automated periodic operational reports and KPIs
    • Performed data-driven analysis on operational faults
    • Managed asset/configuration audits

  3. Event Management (ITIL)

    Orange Business ServicesNov 2022 — Sep 2025
    • Monitored events and alerts
    • Delivered monthly SLA/KPI reviews
    • Identified opportunities for process improvements

  4. Integrate Solutions Support Engineer

    Orange Business ServicesNov 2021 — Jul 2023
    • Acted as Level 1 escalation point for operational incidents
    • Documented troubleshooting and case management actions
    • Utilized monitoring tools to proactively identify and resolve issues
Education

  1. Bachelor of Computer Science

    Cairo UniversityCairo2015 — 2019