Aly Ismail

• In my current role as Head of Strategy and Performance Management, I successfully optimized delivery performance and quality through comprehensive delivery reporting and proactive management of software and hardware warranties
• I ensured strict adherence to Ericsson’s global delivery and sales processes, effectively communicating and implementing these standards across all delivery units
• I played a pivotal role in refining delivery models and processes to serve the best interests of both customers and Ericsson’s Support Business
• Leading the Helpdesk operation, I ensured the delivery of 24/7 support for emergency and hot cases, effectively managed escalation processes to meet critical customer needs also managing the delivery of preemptive services and leading the Value-Added Services (VAS) portfolio
• My strategic oversight included providing robust resource and workforce plans, ensuring optimal performance for the MMEA Support Delivery Model and executing key projects aligned with Service Line Support and Repair global objectives

• Leading the Customer Support organization in Northeast Africa for delivery efficiency and highest performance in NEA customer support delivery organization
• Ensure the targets are achieved mainly the customer satisfaction, margins and staff engagement

Established new unit to support billing solutions with the acquisition of LHS by Ericsson and worked to implement the best practice in both companies and transform all the process and way of working and build global team to serve for the new solutions.

Heading the Customer Support in deliver and sales in North Africa Market Unit

• Company Overview: Managed Service
• Managed Service