Zakariae Tabbakh
@zakariaetabbakh
Service Delivery Manager delivering SLA-compliant, AI-driven operations and quality for global EMEA accounts.
MoroccoWhat I'm looking for
I’m a Service Delivery Manager for high-value EMEA projects, focused on delivery excellence and 100% SLA compliance through AI-driven performance analytics that predict service bottlenecks before they impact the customer. As the primary bridge for global stakeholders, I proactively align engineering and cloud service insights to drive client satisfaction.
I lead cross-functional teams to maintain seamless service operations and long-term scalability, with an operational excellence mindset shaped by Lean Six Sigma (Green Belt) and COPC implementation. In prior roles, I directed quality analysts across multiple lines of business, delivered a 600% increase in quality evaluations, and improved CSAT outcomes through root cause analysis and sentiment improvements—translating data into action, training impact, and measurable service quality.
Experience
Work history, roles, and key accomplishments
Led delivery excellence for high-value EMEA projects, using AI-driven performance analytics to predict service bottlenecks and ensure 100% SLA compliance. Acted as the primary bridge for global stakeholders, improving client satisfaction through proactive engineering and cloud service insights.
Directed 10 Quality Analysts across 9 lines of business, mentoring 5 QAs into managerial roles and driving COPC implementation excellence. Increased quality evaluations by 600%, improved HCLTech executive training scores from 62.74% to 90%+, and delivered a 198% improvement in CSAT via root-cause analysis.
Architected inaugural quality and compliance procedures for 60+ agents, and optimized communication channels to refine AI-enhanced performance analytics action plans. Measured training ROI and supported improved CSAT through root-cause and sentiment analysis.
Provided high-level troubleshooting and attentive service solutions for Abbott Diabetes Care patients within a Canadian Medical project. Supported risk and compliance needs while maintaining patient-focused customer service.
Graphic Designer & Video Editor
Freelance
Jan 2017 - Jan 2022 (5 years)
Delivered brand-aligned visual storytelling for content creators, artists, students, and studios, including video and graphic design assets. Produced custom design work (including a merch store) and leveraged generative AI to accelerate creative output.
Customer Experience Manager
Managed escalated complaints for UK automotive accounts by coordinating complex stakeholder communications across internal teams and third parties. Delivered timely customer solutions through structured escalation handling and cross-functional collaboration.
Education
Degrees, certifications, and relevant coursework
École Nationale des Sciences Appliquées (ENSA)
Undergraduate study, Supply Chain Management
Undergraduate studies in Supply Chain Management at ENSA.
High School
Baccalaureate, AI & Tool Design
Completed a baccalaureate focused on AI & tool design, with mathematics completed in 2016.
Tech stack
Software and tools used professionally
Availability
Location
MoroccoAuthorized to work in
Social media
Job categories
Skills
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