1. TAMER M. HAMED
Building 169, Apartment 22, Beverly Hill Compound
Cairo, Egypt.
Cellelular: (+2 0100-500-5003)
E-mail: tamermho@gmail.com
AREAS OF EXPERTISE
IT Service Delivery Management IT Operation Management
SUMMARY OF QUALIFICATIONS
 Possess 15years of diversified experience and exposureto various IT Management functions such
Planning , budgeting , Delivery and Operation and customer relations
 Demonstrate exceptional ability in RFP & RFI response , business Development , cost control ,
customers retentions and people Managements
KEY ACCOMPLISHMENTS
 Average of 25% YoY business increase
 Built the new cost modeling for service delivery
 Built a new Vendor business model
 10% YoY cost efficacy with same service delivery values
 Built new career development for the organization
CAREER SYNOPSIS
Vodafone Egypt
Service Delivery Snr. Manager…….………………………………...………….Aug 2012 - Present
 Develop and interpret organizational goals, policies, and procedures
 Define expectations / approve plans for service improvement, problem remediation and
resolution. Review the reports associated with the plans to ensure timelines, accuracy and control.
 Establish relationships needed for service provider to effectively deliver contracted services and
exceed customer satisfaction and quality
 Build and maintain client relationships both internally and externally
 Manage the performance of services to clients internal and external as agreed in the contract and
ensure that the service levels are achieved
 Manage the delivery of all IT components of group services in order to meet business objectives
 Identify KPI’s and key services and create mechanism for reporting on a monthly bases
 Direct daily operations of department, analyzing workflow, establishing priorities, developing
standards and setting deadlines
 Consult with users, management, vendors, and technicians to assess customer needs and system
requirements
Scope: Managing 223 Engineers distributed in different technology sectors covering Enterprise
Service, Back Office and consumer services providing services to Vodafone Operators in
Europe and Africa
Budget: Managing budget of EGP 95M with complete P&L and EBIDTA Margins for the area
Vodafone Egypt
Global IT Support Manager ….…………………………………………...…Aug 2008 – Aug 2012
Scope: Managing 90, FTE distributed in different technology sectors covering Global
Service Desk,Enterprise and Consumer Monitoring, VGE services 2nd level and Vodafone

2. RESUME CONTINUES…
TMAER M. HAMED
Date of birth – December 11th, 1973 - Place of birth – Egypt - Nationality – Egyptian - Marital status – Married
with 2 Children
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group Employees back office systems.
Budget: Managing budget of EGP 50M with complete P&L and EBIDTA Margin.
Major Achievements:
 Average of 50% YoY business increase
 Built and established the service support end to end within VIS technology in terms of Cost Model,
Vendor Agreements, all organization’s Role Profile , Governance with customers , Service Cost
Agreements with customers
 Career development for technology Management position
 Achieved for two consecutive years highest customer satisfaction across allshared services within the
service operation
Central Helpdesk Team leader …………………………………………………………2007– 2008
Major Achievements:
 Provided the concept of converting the service desk to achieve incident management and 1st call
resolution
 Increased the resolution rate of the service desk from 10% to 60%
 Provided lots of automation tools to increase productivity and enable incident management services
with the same headcounts
 Established role model customer satisfaction and trust which lead to business increase in the service
operations/Egypt from 10 headcount to 300 throughout the following years
Technical support team leader……………………………………………………….…2005 – 2007
Technical support Eng. / Sr. Engineer……………………………………..………...…1999 - 2005
Major Management & Leadership Skills
 Establish and built new service delivery business from scratch
 People development & team Motivation
 Business optimization and utilization enhancements
 Budget planning
 Profit &Loss management
 Business continuity and BCP
 Crises Managements
Academic and Professional Credentials
BS – Faculty of Information and Computer Systems Apr 1995
Majoring in Computer Science