Mohamed Nouri Ben Khalaf
@mohamednouribenkhala
Service Delivery Manager delivering SLA-compliant operations, cross-functional coordination, and continuous improvement for tech teams.
TunisiaWhat I'm looking for
I’m a Service Delivery Manager who delivers end-to-end service delivery across multiple client projects, focused on SLA compliance, cross-functional coordination, and high-quality operational standards. I manage client relationships, handle escalations, and work closely with internal teams to resolve issues efficiently.
Before that, I worked as a Tier 2 Technical Support Consultant, providing advanced support for cloud-based web filtering and network security solutions. I troubleshoot VPN, DNS, SSL/TLS, certificate, and network connectivity issues, analyze logs, and document findings—while collaborating with engineering on React escalations and ensuring timely NodeJS resolution.
I’ve also led customer service teams, coaching agents, improving KPIs, and strengthening processes through documentation like help centers and SOPs. With training in Fullstack JavaScript Development and experience spanning customer care, back-office inquiries, and service delivery, I bring both operational rigor and a continuous-improvement mindset to every project.
Experience
Work history, roles, and key accomplishments
Delivered end-to-end service delivery across multiple client projects while ensuring SLA compliance and coordinating cross-functional teams. Managed client relationships and escalations, monitored deliverables and timelines, and contributed to continuous improvement of processes and customer experience.
Provided advanced Tier 2 technical support for cloud-based web filtering and network security solutions, resolving complex escalations from Tier 1. Troubleshot VPN, DNS, SSL/TLS, certificate and network connectivity issues, analyzed logs, documented findings, and maintained customer satisfaction.
Customer Service Team Lead
PhoneAct
Nov 2022 - Mar 2023 (4 months)
Led customer service operations by designing and implementing help-center documentation and workflow procedures for consistency and efficiency. Supervised agents, coached to improve KPIs, handled escalations, and monitored service quality to enhance customer satisfaction.
Handled payment and legal inquiries as a customer care back-office specialist.
Customer Service Team Leader
Assist Digital
Apr 2021 - Apr 2022 (1 year)
Managed a team of 21 customer support agents for hotel and travel, ensuring SLAs were consistently met or exceeded. Provided coaching, complaint handling, and support for complex booking and flight-related issues.
Customer Service Representative
Assist Digital
Feb 2021 - Apr 2021 (2 months)
Provided customer service support for Booking.com by handling hotel guest requests via phone, email, and live chat.
Education
Degrees, certifications, and relevant coursework
RebootKamp
Fullstack JavaScript Development
2023 -
Completed a Fullstack JavaScript Development program at RebootKamp in 2023.
The Higher Institute of Human Sciences of Tunis
International Relations
2019 - 2021
Studied International Relations at The Higher Institute of Human Sciences of Tunis from 2019 to 2021.
Availability
Location
TunisiaAuthorized to work in
Job categories
Skills
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