Tarek Abdulazeem Amr

Senior Technical Account Manager Full Time

• Job Details:Responsibilities : - Engage with Senior Management/Director & C-level in Account organization to make sure that the support services delivered are aligned to Account strategies. - Help define the technology roadmap across assigned accounts located in MEA - Manage and motivate local and virtual teams of services professionals. - Focus on operational effectiveness and drive increased productivity through effective management, strategic initiatives and day-to-day cadence. - Creates yearly TAM Delivery Framework and Support operation guide for all strategic assigned customers and partners – focus criteria high profile revenue P3/P4. - Acts as a customer/partner advocate, Dell liaison and trusted advisor. - Follows-up on the customer/partner satisfaction survey results or any actionable feedback received from the customer/partner. - Entrepreneurial spirit/approach and drives adoption of Support programs. - Maintain services contracts P&L sheet for all managed countries. - Engage in "critical situations" as well proactively identify and resolve operational issues. - Maintain high level of Dell assigned customers by being part of the account team (Sales, Renewals, Consulting…etc.) To assure a customer centric approach alignment. - Identify and maintain SLA renewal revenue for top key accounts in each country. - Maintain customer/partner updated data and engagement in company CRM (SFDC). - Apply Dell services best practice and Maintain Dell SLA among managed accounts. - Ensure 'Resolution and Contingency' plans are affected and technical problem resolution proceed as per process commitments. - Maintain updated Tech knowledge for main Dell products portfolio L100 certified.

Principale Service delivery manager Full Time

• Job Details:Principle Service Delivery Manager – Oracle Corporation (EMEA), Global Support Service Centre, Cairo, Egypt Responsibilities : - Virtual and local teams’ management to meet customer critical milestones. - Identify business needs and participate in business development activities. - Document and design new services aligned with company’s process and procedures. - Ensure SLAs deliverables are totally met according to Oracle quality standards and within the predefined timelines. - Trusted advisor, Customer advocate liaise between Oracle support and customers. - Facilitate best practice assessment and represent Oracle in all strategic meetings. - Manage a good relationship with management within my strategic account(s) and partners and Prepare annual engagement plans and follow-up resource allocation. - Participate in pre-sales activities and promote other Oracle support services. - Represent Oracle in Quality audit review (ISO) compliance.