MARWA NASSER AHMED
Bernolakovo
Summary
Service Delivery Manager with extensive experience at Lenovo, specializing in SLA management and customer relationship enhancement. Proven ability to lead teams that improve service delivery and drive account growth. Expertise in budget management and coaching, resulting in high client satisfaction and operational efficiency.
Overview
16
16
years of professional experience
Work History
Service Delivery Manager
Lenovo
Bratislava
06.2020 - Current
- Develop and implement service delivery strategies to ensure timely, efficient service aligned with client expectations
- Lead contract negotiations, decision-making, and solution development to support long-term service success
- Manage SLA/KPI performance, contract profitability, and customer satisfaction by leading high-performing delivery teams
- Act as the primary escalation point and customer advocate across the end-to-end lifecycle
- Deliver post-incident reports, ensure compliance with support plans, and maintain strong client relationships
- Oversee P&L, budgets, and invoice processes, including Lenovo and vendor transactions
- Verify cost models and pricing alignment during transition to SteadyState
- Identify opportunities for upselling and cross-selling to support account growth
- Conduct performance evaluations and provide coaching to ensure high service standards
- Provide regular reports and updates to senior management on service performance and key metrics
Service Coordinator
Lenovo
Bratislava
06.2020 - 11.2021
- Oversee the daily operations of the Service Management Office (SMO)
- Provide support to the global service delivery teams to ensure efficient and effective service delivery for DaaS (Device as a service) Customers
- Monitor and manage inventory levels
- Invoicing the customer and vendor for services delivered
- Onboard Lenovo customers to CRM system
- Assist SDM and Account Managers with regular reporting requirements
- Coordinate and track hot-swap hardware deployments and return for repair
- Communicate with various departments and teams to gather information and ensure timely completion of tasks
Customer Care Case Manager
Lenovo
Bratislava
01.2018 - 05.2020
- Resolution of assigned customer complaints, escalations in English, French and Arabic, and ensuring to maintain Customer Satisfaction
- Responding and negotiating a resolution for Lenovo customers who have brought forward a complaint about Lenovo services
- Focal point for Social Media complains inquiries
- Driving E2E improvement of MEA escalations process with focus on SLAs, quality and cost saving in cooperation with the in-country service delivery management
- Cooperating with Lenovo service partners and distributors in MEA region to address and resolve customer inquiries and complaints
- Manage ordering replacement machines and cooperating with logistics and customer fulfillment teams to ensure the delivery and collection of the devices
- Driving a Customer Experience (CX) initiative to monitor and analyze low CSAT scores/comments for French complaints, regularly reporting key findings and recommendations to management to highlight major root causes, process and agents' knowledge gaps
Field Support Alliance Administrator
Marlink s.r.o.
Bratislava
04.2016 - 12.2017
- Global Field Support Alliance program - full administration support Supervise new FSA centralized database
- Communication with customers to supervise collection of relevant feed backs regarding FEs performance, after each new VSAT installation or remote site Service visit.
- Communication with customers and arrangement of field visits.
- Participate in PO creation and invoice processing (received from FSA partners).
- Act as a backup for Field Operation Coordinators in planning and preparation of business trips (flight tickets, accommodation, invitation letters, and visa arrangement
- Calculation of expected and real costs for service trips re-invoicing.
- Preparation of outsourcing reimbursement inputs.
Technical Service Representative
IBM ISC
Bratislava
06.2015 - 03.2016
- Provide excellent customer service in IT support to a large variety of IBM's internal customers across the CEEMEA in English and French
- Handle telephone and internet based users' queries with the strong focus to achieve the best possible Customer Satisfaction
- Deal with technical and non-technical people at all levels within IBM
- Support all center wide improvement initiatives, identify and drive actions to reduce call volume, time and costs
- Cooperate closely with IGA (DCS - Distributed Client Support) teams in the countries
- Work as part of the team and escalate issues where necessary to the Subject Matter Experts or the Team Leader
- Ensure timely resolution of critical customer requests to ensure IBM Business Continuity
Bid Support Specialist
IBM ISC
Bratislava
11.2013 - 06.2015
- Act as focal point for System X, loans, trials, quotations, and transfer processes
- Support IBM France sellers by validating requests, creating quotes, and managing solution designs
- Coordinate credit checks, special pricing, and proposal processes
- Create contracts and proposals; handle FOE, loan, and trial requests
- Communicate with pricing teams and French sellers to ensure deal progress
- Use pricing tools and maintain accurate deal records from start to closure
- Provide training and support to new team members
Technical Support
Sutherland Global Services
Alexandria
02.2013 - 04.2013
- Help Desk/Technical support, second level support in BBM account
- Answering/placing technical support calls from/for clients' customers and providing technical assistance to the end user on technologies as Internet connections, Internet equipment, and phone systems
- Providing accurate and efficient problem diagnosis and dispatching to other contracted service providers
- Contact person between customer and local technical support
- Responsible for logging and tracking customer requests through to the point of resolution and closure
- Escalate issues to appropriate third level of support/development group
- Providing single point of contact for all customer requests received by telephone call or by email
- Ensure all terms and conditions in the Service Level Agreement (SLA) are followed
Helpdesk Agent
Sutherland Global Services
Alexandria
04.2012 - 02.2013
- Proficient Customer Service Representative offering first-level support across diverse departments as a multi-skilled agent
- 611 business: supporting land lines for small and medium business as outsourcing for Bell Canada Telecommunications
- Supporting other telecom companies and resellers as part of the Competitive Local Exchange Carrier 'CLEC' Department
- Handling incoming customer service inquiries and problems via Phone in English and French and providing solutions
- Ticket handling and work order creation for advanced support teams
- Outage support
Private Teacher
Alexandria
01.2009 - 12.2011
- Taught basic & advanced French
- Giving writing and conversational classes
- Coached students for exams
- Conducted writing & speaking classes
Education
Bachelor Of Education - French Literature, Culture and Theatre, French Linguistics, Grammar, Phonetics and Art Criticism, Teaching and Educational, Advanced English
Faculty Of Education
Alexandria, Egypy01.2011
Skills
- ITIL 4 Foundation Certified
- Microsoft Office package (Outlook, Word, Excel, MS Dynamics, PowerPoint, etc)
- Jira
- ServiceNow
- SAP
- CITRIX
- SLA management
- Service delivery
- Performance reporting
- Budget management and cost reduction
- Inventory and order management
- Team leadership
- Customer relationship management
- Cross-functional collaboration
- Data analysis
- Coaching and mentoring
- Contract management
- Incident investigation
- Forecasting
- Supply chain solutions
Languages
- Arabic
- French
- English
- Slovak
Personal Information
- Date of Birth: 08/12/90
- Nationality: Slovak Egyptian
- Visa Status: EU Slovak Citizen
Accomplishments
- Hero Award Nominee, Lenovo, Slovakia Site, 2024
- Outstanding performance review for three consecutive years.
Languages
Arabic
First Language
English
Proficient (C2)
C2
French
Upper Intermediate (B2)
B2
Slovak
Upper Intermediate (B2)
B2
Timeline
Service Delivery Manager
Lenovo
06.2020 - Current
Service Coordinator
Lenovo
06.2020 - 11.2021
Customer Care Case Manager
Lenovo
01.2018 - 05.2020
Field Support Alliance Administrator
Marlink s.r.o.
04.2016 - 12.2017
Technical Service Representative
IBM ISC
06.2015 - 03.2016
Bid Support Specialist
IBM ISC
11.2013 - 06.2015
Technical Support
Sutherland Global Services
02.2013 - 04.2013
Helpdesk Agent
Sutherland Global Services
04.2012 - 02.2013
Private Teacher
01.2009 - 12.2011
Bachelor Of Education - French Literature, Culture and Theatre, French Linguistics, Grammar, Phonetics and Art Criticism, Teaching and Educational, Advanced English
Faculty Of Education
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