Open to opportunities

Ramy Rateb

@ramyrateb

I lead IT service management, change governance, and service transition improvements across banking and telecommunications.

Egypt

Message

What I'm looking for

I'm looking to lead IT service management, change governance, and service transition initiatives where I can improve service quality, reduce operational risk, develop teams, and deliver data-driven improvements.

At Mashreq Bank, I lead change management and service transition improvements, introducing peer reviews, testing frameworks, recovery plans, operational gates, and post-transition reviews to reduce deployment risk and strengthen service readiness.

I facilitate weekly Change Advisory Board meetings, define ITIL-based change success criteria, partner on Root Cause Analysis, and deliver KPI-driven Power BI dashboards that support senior leadership decision-making. I also lead and mentor my team while managing audit observations and process risks.

Previously at Orange Business, I managed a global team of 10 Service Delivery Specialists and maintained 98% SLA adherence across enterprise accounts. I launched a Data Integrity project that increased CSAT by 15%, created the ELEVATE onboarding program to reduce onboarding time by 25%, and led service improvement, RCA, customer escalation, and contract renewal activities.

My background also includes telecom network operations, core rollout, site maintenance, vendor supervision, technical audits, and fault resolution across Orange Telecom, Sectra BSS, Huawei Technologies, and Orascom Trading.

Experience

Work history, roles, and key accomplishments

Current

Assistant Vice President – Change Management & Service Management

Current

Mashreq Bank

Sep 2025 - Present (11 months)

Spearheaded Change Management enhancements, defined ITIL-based success criteria, and facilitated weekly CAB meetings. Partnered with Problem Management for RCA and improved service transition frameworks.

ITIL Change Management Service Transition Problem Management ServiceNow BMC Helix Power BI SharePoint Stakeholder Management Audit and Compliance Process Optimization

Senior Service Delivery Manager

Orange Business

Jan 2020 - Sep 2025 (5 years 8 months)

Managed a global team of 10 Service Delivery Specialists, maintaining 98% SLA adherence. Launched a Data Integrity project increasing CSAT by 15% and developed the ELEVATE training program reducing onboarding time by 25%.

Service Delivery SLA Management Team Leadership SharePoint Incident Management Change Management Customer Satisfaction Contract Negotiation

Service Delivery Manager

Orange Business

Dec 2018 - Jan 2020 (1 year 1 month)

Held full accountability for solution quality and service management profitability. Formulated Service Improvement Plans and utilized Quality Connect Survey to resolve customer complaints.

Service Delivery SLA Management Service Improvement Planning Customer Relationship Management Technical Documentation ITSM

Core Supervision Team Leader

Orange Telecom

Jul 2017 - Dec 2018 (1 year 5 months)

Managed Orange Monitoring Systems to track network performance and call drop rates. Directed fault handling and escalations, collaborating with third-party suppliers for rapid resolution.

Network Monitoring Fault Management Team Leadership Troubleshooting STM Alarm Management

Core Rollout Consultant Engineer

Orange Telecom

Oct 2014 - Jul 2017 (2 years 9 months)

Orchestrated N2N site expansions by 30-61% based on BSS planning requests. Supervised subcontractors for civil construction and equipment installation, ensuring readiness standards.

Network Expansion Project Management Vendor Management

Operational & Maintenance Engineer

Orange Telecom

May 2014 - Oct 2014 (5 months)

Utilized N2N tools to manage trouble tickets and monitor BSC/RNC environmental alarms. Issued critical management alerts for network outages.

Network Operations Troubleshooting Alarm Management

Consultant Engineer

Sectra BSS

Sep 2010 - May 2014 (3 years 8 months)

Conducted technical audits on Orange sites to identify subcontractor installation reserves, focusing on power cabling, grounding, and rectifiers.

Technical Auditing Quality Assurance Power Systems Grounding Rectifiers

BSS & Core Team Leader

Huawei Technologies

Nov 2008 - Sep 2010 (1 year 10 months)

Evaluated subcontractor performance against PM and alarm rectification SLAs, enforcing penalties to preserve network stability. Served as Office Manager from September to November 2009.

Performance Management SLA Management Team Leadership Preventive Maintenance Vendor Management

Site Maintenance Engineer

Orascom Trading

Jan 2008 - Nov 2008 (10 months)

Executed corrective and preventive maintenance for telecom sites, resolving power, VSWR, PCM, and microwave link issues under an outsource model with Nokia Siemens Networks.

Preventive Maintenance Troubleshooting Microwave Networks