Sadek Al Husseini
Amsterdam
Summary
Results-driven and highly experienced professional with a strong background in managing high-priority escalations and complex incident resolution. Expertise in driving cross-functional collaboration, root cause analysis, and continuous process improvement across diverse industries. Proven track record in leading executive-level communication, ensuring client satisfaction, and enhancing operational efficiency in global settings. Adept at managing critical service restoration, project management, and fostering long-term client relationships across the globe, with a focus on delivering consistent, high-quality solutions and achieving business growth.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Regional Escalation Manager – EMEA
Equinix EMEA/ BV
05.2018 - 12.2024
- Primary Point of Contact for Escalations: Managed high-priority executive-level customer escalations across the EMEA region for top-tier clients, ensuring swift resolution of critical product and service issues
- Incident Management & Service Restoration: Led efforts to resolve critical incidents, coordinating with internal teams, external vendors, and partners to restore service promptly, minimizing downtime
- Cross-Functional Collaboration: Worked closely with the Equinix Global Escalation Team and various internal teams (engineering, product management, operations) to ensure effective communication and timely resolution of escalations
- Root Cause Analysis & Problem Management: Identified root causes of recurring product failures and worked with internal teams to develop long-term solutions, preventing future escalations and improving product quality
- Documentation & Incident Reporting: Produced detailed internal Root cause analysis (RCA) and/or customer facing post-incident reviews (PIR) within SLA, supporting problem management and root cause analysis, and ensuring continuous improvement in escalation management
- Post-Mortem & Trend Analysis: Led post-mortem reviews, analysing trends and customer feedback to recommend and implement improvements in service delivery and internal processes
- Customer Communication & Stakeholder Management: Regularly presented to senior executives, setting expectations for incident status, timelines, and next steps while maintaining transparent communication throughout the escalation process
- Continuous Process Improvement: Proactive sharing with cross-functional teams’ best practices, refining escalation protocols, and enhancing overall customer experience and service quality
- Client Relationship Management: Contributed to customer service reviews, focusing on strengthening client relationships and enhancing customer satisfaction through consistent, high-quality issue resolution
Global Implementation Project Manager
Tangoe B.V.
02.2015 - 07.2017
- Client Engagement: Partnered with B2B clients, including SAP, Ericsson, and Unisys, to implement proprietary SaaS Telecom Expense Management (TEM) solutions within 90 days
- Ensured alignment with client expectations and provided comprehensive user training
- Project Leadership: Directed end-to-end implementation projects, including kick-off, scope definition, scheduling, deliverables, and closure, consistently delivering on-time and under budget
- Managed IT projects valued at over $1M
- Risk Management: Identified and mitigated project risks through proactive issue escalation and preventative measures, safeguarding successful outcomes
- Team Management: Led internal and external teams of 5-15 members, fostering collaboration and accountability to meet project milestones across 20 countries
- Process Optimization: Consulted with Sales Executives to develop Statements of Work (SOW) and high-value client proposals, enhancing operational efficiency and driving client satisfaction
- Recognition and Impact: Recognized as a subject matter expert (SME) and key resource for high-impact projects, earning trust as a critical contributor to successful implementations
Customer Success Manager
Tangoe B.V.
02.2011 - 02.2015
- Customer Engagement: Served as a Subject Matter Expert (SME) for CSMs across EMEA and APAC, driving customer success and fostering long-term client relationships through strategic communication and support
- Account Management: Oversaw high-level global clients in over 35 countries, ensuring seamless service delivery and satisfaction
- Data-Driven Insights: Delivered monthly financial and customer reports, along with detailed service improvement recommendations to optimize operations
- Stakeholder Collaboration: Managed third-party service providers, ensuring the quality and accuracy of delivered services
- Operational Excellence: Conducted audits and implemented process optimizations, achieving an annual ROI of $1.5 M for global clients
- Technical Communication: Presented complex technical information in a simplified manner to non-technical stakeholders, enhancing understanding and decision-making
- Business Growth: Identified opportunities for sales growth, contributing to strategic client expansions and service enhancements
Account Manager
Arkray Europe B.V.
09.2008 - 02.2011
- Client Relationship Management: Negotiated complex a $10M Strategic joint venture negotiation with a Russian partner, earning recognition for executive-level negotiation expertise
Vendor Contract Manager
Linxtelecom B.V.
09.2006 - 08.2008
Global Account Management & Escalation
NCR B.V.
03.2005 - 08.2006
SLA Management
Cisco Systems
08.2003 - 07.2004
Global Incident Management, Escalation Agent
NCR B.V.
05.2001 - 05.2003
Education
Doctor of Medicine -
First Pavlov State Medical University of St. Petersburg
Skills
- Microsoft 365
- Salesforce
- Jira
- Confluence
- Slack
- PagerDuty
- SaaS
- PaaS
- ERP
- CRM
- SQL
- ChatGTP
- Data Analysis
- Excel
- Tableau
- AWS
- Azure
- Google Cloud Platform
- Agile
- Waterfall
- Customer service
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Documentation and reporting
- Project management
- Cross-functional teamwork
- Project planning
- Customer relationship management (CRM)
- Conflict resolution
- Negotiation
Certification
- Foundation Certificate in IT Services Management (ITIL)
- Project Management Professional (PMP)
- Incident Management Certification
Languages
English
Arabic
Russian
Limited working proficiency of Dutch
Personal Information
Nationality: Dutch
Software
Microsoft 365
Salesforce
Jira
Confluence
Slack
PagerDuty
SQL
Interests
Cooking
Travel
Pets (cats)
Reading
Fitness (gym)
News
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridOn-SiteImportant To Me
Work-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionTimeline
Regional Escalation Manager – EMEA
Equinix EMEA/ BV
05.2018 - 12.2024
Global Implementation Project Manager
Tangoe B.V.
02.2015 - 07.2017
Customer Success Manager
Tangoe B.V.
02.2011 - 02.2015
Account Manager
Arkray Europe B.V.
09.2008 - 02.2011
Vendor Contract Manager
Linxtelecom B.V.
09.2006 - 08.2008
Global Account Management & Escalation
NCR B.V.
03.2005 - 08.2006
SLA Management
Cisco Systems
08.2003 - 07.2004
Global Incident Management, Escalation Agent
NCR B.V.
05.2001 - 05.2003
Doctor of Medicine -
First Pavlov State Medical University of St. Petersburg
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