Khalil Belmouddene

Leading Canadian operations for a global technology service provider with a primary focus on operational excellence, client satisfaction, and national business growth. Reporting directly to senior leadership, driving strategic planning, revenue initiatives, and cross-functional collaboration across client services, technology delivery, and operations.

Key Responsibilities:

• Lead and oversee Canadian operations across multiple client accounts, delivering IT-enabled customer support services with a focus on service desk operations, infrastructure optimization, and IT support processes.
• Drive business development and revenue growth strategies by identifying client expansion opportunities, promoting value-added services, and fostering long-term partnerships.
• Own strategic planning and execution of operational roadmaps, ensuring alignment with company growth objectives and evolving client needs.
• Manage cross-functional collaboration between client services, IT support, infrastructure teams, and delivery operations to ensure seamless project execution and SLA adherence.
• Oversee all aspects of client account management, acting as the primary contact for key Canadian enterprise clients, ensuring satisfaction and proactive issue resolution.
• Foster a collaborative team culture with a strong focus on talent development, coaching, and continuous skill-building across customer support and IT service teams.
• Implement operational excellence programs, leveraging process automation, workflow optimization, and Kaizen methodologies to enhance efficiency and scalability.
• Define, monitor, and report on key performance indicators (KPIs) to drive performance management and operational visibility at both team and organizational levels.
• Lead incident and problem management processes, ensuring rapid response and resolution aligned with IT Service Management (ITSM) best practices and ITIL framework.
• Apply cybersecurity best practices in operational workflows, maintaining secure and compliant service delivery environments.
• Coordinate with global leadership and internal departments (sales, marketing, HR, and finance) to align Canadian operations with international business strategy.
• Develop and enforce operational procedures, quality standards, and client-specific service models to maintain high levels of client satisfaction and operational excellence.
• Execute cost optimization strategies while maintaining agility, customer-centric service, and operational resilience.

• Lead and develop a team of 20-30 associates; responsible for the overall performance management, coordination and evaluation of the team
• Carry out supervisory responsibilities in accordance with Amazon's policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution
• Develop and Achieve performance goals and objectives in line with the network wide vision and goals
• Lead Site Level Projects, primary owner of functional responsibilities that impact overall site or Network.
• Identifying customer issues, building and implementing solutions to include process improvements.
• Identifying and eliminating barriers to accuracy, productivity, and quality.

• Monitor Social media conversations to determine reach and impact with online consumers
• Collaborate and escalate issues potentially harmful to our Brand Image to the different Stakeholders
• Participated in the launch of the french Canadian social media customer support (Project pilot), led the training in order to handle French canadian Customer requests over Amazon social media network.
• Provided regular reports on key metrics such as website traffic, user engagement.
• Coordinated design work for visuals used in campaigns and other projects related to social media activities.

• Determine customer needs and provide appropriate solutions
• Address and resolve post-order questions regarding shipping, billing, and delivery
• Utilize a variety of software programs to resolve customer inquiries
• Work with external shipping contractors to assist customers with both domestic and international issues.