Yara Lutfy
Head of public cloud service desk at Orange Business
Cairo
Summary
Experienced and results-driven manager with a proven track record of successfully leading teams in supporting both external and internal cloud services for global customers. Skilled in building and managing high-performing technical teams, ensuring the seamless delivery of cloud services, and aligning cloud solutions with client needs. Proficient in managing cross-functional teams, optimizing cloud operations, driving digital transformation initiatives, and providing leadership that consistently drives customer satisfaction, efficiency, and continuous improvement.
Overview
2025
2025
years of professional experience
2021
2021
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Head of Public Cloud Service Desk
Orange Business
06.2023 - Current
- Manage a dedicated team as service desk to support orange public cloud , ensuring high-quality service delivery and technical issue resolution.
- Oversee daily operations, including incident handling, ticket resolution, and escalation management to maintain SLA compliance and optimize customer satisfaction.
- Coordinate team training and skill development, focusing on cloud technologies and best practices to ensure expertise in public cloud support.
- Implement performance metrics and reporting systems to track and improve response times, resolution rates, and service quality.
- Act as a primary escalation point for complex technical issues, guiding the team in troubleshooting and collaborating with other departments as needed.
- Regularly conduct team meetings, performance reviews, and strategic planning to align team activities with company objectives.
- customer-centric solutions that expanded product offerings and unlocked new revenue streams, enhancing market competitiveness and growth.
Senior customer service delivery manager (CSDM)
Orange Business (OB) – Department Orange Cloud for Business (OCB)
12.2021 - 06.2023
- Lead service delivery and operations, ensuring contractual compliance and customer satisfaction.
- Serve as primary operational contact for customer, overseeing SLA, QoS, and capacity management.
- Manage incident, crisis, problem, and change management with action and improvement plans.
- Coordinate escalations, crisis communications, and complex CABs.
- Provide risk assessments and anticipate bottlenecks to optimize business value.
- Drive post-implementation reviews and chair operational committees.
Technical Project Manager (TPM) for Cloud Solution
Orange Business (OB) – Cloud Department
01.2019 - 11.2021
- Manage migration for transversal systems to cloud platform
- Act as VMware supplier manager, bridging technical teams and vendors, and interfacing with product owners.
- Develop reporting systems for customer and management alignment.
- Track operations and development progress; manage meetings for challenges, needs, and opportunities.
- Collaborate on issue resolution, operations improvement, and client support.
- Address escalated issues, document lessons learned, and enhance team communications.
Cloud Computing & Managed Services Senior Specialist
Vodafone
06.2017 - 12.2018
- Project Manager for Huawei public cloud implementation, achieving rapid time-to-market (4 months).
- Led vendor sessions on private cloud solutions and defined POCs with Huawei, IBM, EMC, VMware, and Red Hat.
- Trained in Red Hat OpenShift, Huawei FusionSphere, ManageOne, and eSight.
- Co-designed OpenStack for Vodafone with Huawei; created and conducted Huawei Cloud UAT.
- Migrated Risk Management, Stock Management, and Extranet systems to Huawei Cloud.
- Managed Test & Dev Oracle Private Cloud and currently oversee Red Hat CloudForms and Oracle OEM integration.
Cloud Computing & Managed Services Specialist
Vodafone
4 2015 - 6 2017
- Project Manager for Ministry of Education Smart Classroom Solution and Customer Care VDI for remote offices.
- Led cost reduction analysis for DaaS in business case; presented application vs. desktop sharing to management.
- Assessed VDI vendors (Citrix, VMware, Huawei) and Thin Clients (HP, Lenovo, Wyse, Dell, HP tablets).
- Managed Citrix XenDesktop implementation across Vodafone Call Centers and Retail with cross-functional teams.
- Oversaw migration to Nutanix and managed initial public cloud implementation for MOE with 1,000 classrooms.
- Negotiated customized Thin Clients with HP, Dell, and Huawei; currently implementing VDI in MOE Azure-hosted cloud for 1,000 classrooms.
Cloud Computing & Managed Services Engineer
Vodafone
04.2013 - 04.2015
- Lead Vodafone 1st public cloud implementation, overseeing cloud projects and vendor assessments.
- Manage vendors and coordinate with Vodafone stakeholders.
- Integrate cloud solutions with Vodafone systems, collaborating on customer-focused solutions with Commercial and presales teams.
- Generate POs, provide reporting, engage with capacity team, and manage trouble tickets.
PHP Web developer
Tourism Company
10.2012 - 03.2013
- Developing websites for Hag & Umrah Service for Tourism Company
Education
Master of Business Administration in Global Marketing -
ESLSCA university
Bachelor of computer & information science - undefined
Ain-shams University
high school Graduate - undefined
ElKawmia Language School
Secondary school graduate - undefined
École Des Pères Franciscaines
Skills
Digital marketing
Reading
Design and fashion
Certification
Certified Scrum master (SCM)
Personal Information
- Date of Birth: 10/01/91
- Nationality: Egyptian
Awards
- 2017 award – Transform Vodafone retail store from local PCs to Desktop as a service (DaaS) over the cloud
- 2018 award – Vodafone won ministry of education tender, as PM to support students use tablets over the VDI (Solution expected to cover 700,000 to 1,000,000 Students)
- 2019 award – Manage migration for mega projects to cloud that support different customers in many regions
- 2020 award – Develop criteria that Support team in developing an internal tool to catalog all VMware assets and identify cost-saving opportunities by detecting and optimizing unused assets .
Timeline
Certified SAFe® Agilist
08-2024
Head of Public Cloud Service Desk
Orange Business
06.2023 - Current
PRINCE2® Foundation & practitioner Certificate in Project Management
03-2023
ITIL® Foundation v4
12-2021
Senior customer service delivery manager (CSDM)
Orange Business (OB) – Department Orange Cloud for Business (OCB)
12.2021 - 06.2023
Certified Scrum Product Owner (CSPO)
12-2020
Certified Scrum master (SCM)
06-2019
Technical Project Manager (TPM) for Cloud Solution
Orange Business (OB) – Cloud Department
01.2019 - 11.2021
Cloud Computing & Managed Services Senior Specialist
Vodafone
06.2017 - 12.2018
Cloud Computing & Managed Services Engineer
Vodafone
04.2013 - 04.2015
PHP Web developer
Tourism Company
10.2012 - 03.2013
Bachelor of computer & information science - undefined
Ain-shams University
high school Graduate - undefined
ElKawmia Language School
Secondary school graduate - undefined
École Des Pères Franciscaines
Cloud Computing & Managed Services Specialist
Vodafone
4 2015 - 6 2017
Master of Business Administration in Global Marketing -
ESLSCA university