Peter Guirgis is an experienced IT service management consultant and project manager. He has over 15 years of experience implementing ITIL frameworks and managing multi-million dollar projects for companies in Australia, Europe, and the Middle East. He holds certifications in ITIL, Project Management, and virtualization technologies. Currently he works as a customer service manager for Capgemini and Hilti, maintaining high customer satisfaction by achieving service level targets and improving service delivery.

1. PETER GUIRGIS
Address: Unit 28 109-123 O’Riordan st, Mascot, NSW 2020
Contacts: +61416686859
Email: peter.guirgis@gmail.com
VISA status: Australian Permanent Resident – Skilled Worker
Service Delivery Manager/ Project Manager/ ITSM Consultant
An entrepreneurial mind-set with proven experience in project management and IT service management. Have plenty of
success stories for managing multi-million dollars projects, retaining strategic customers, achieving business targets
through excellent service management, and growing accounts.
Highly skilful trainer and ITSM consultant with extensive experience on ITIL implementation for various IT and business
firms in Australia and overseas.
 Project
Management
 IT Service
Management
 Service Level
 Service Delivery
 Technical Account
Management
 Capacity
Management
 Client Management
 Service
Improvement
 Contracts
Management
 Consultancy &
Training
 Business Analysis
Certifications:
· Vmware Datacentre Virtualization
· PMP (project management professional)
· ITIL Service Strategy
· ITIL Service Design
· ITIL CSI
· ISO/IEC 20k
· Cloud Computing for Business
Professionals
· Finance for non-financial manager
WORK EXPERIENCE
Orange Business Services
Orange Business Services dedicated to B2B services, is a leading global integrator of communications
solutions for multinational corporations. With the world's largest, seamless network for voice and data, it
reaches 220 countries and territories with local support. Offering a comprehensive package of
communication services covering cloud computing, enterprise mobility, M2M, security, unified
communications, videoconferencing, and broadband, Orange Business Services delivers a best-in-class
customer experience across a global landscape.
Customer Service Manager – CAPGEMINI, HILTI 2012 till
present
Responsible for managing contracted service level and delivery for strategic customers on APAC,
EMEA and NAM. Develop a strong relationship with customers to understand and translate the needs
into business opportunities. Negotiating SLA/OLA and managing services based on ITIL framework.
Also, manage the underpinning transition projects with carriers and on customer-end. Single point of
escalation for service related issues and risk management.
· Achievements:
o Maximised the sales of services with $ 0.5M in last quarter, through establishing strong
business relationship with customers’ directors and CxO level, managing the service delivery
and catalogue.
o Achieved SLA targets in last half through successful service performance reviews with
customers.
o Initiated multiple service improvement programs to retain customer satisfaction.
o Managing several service implementation projects with different service providers on global
scale.
o High-level management of sales orders and contracts with suppliers and customers.
o Achieved highest score of customer satisfaction after tackling service delivery and
performance disputes.
Orange Business Services

2. ITIL and PMP Trainer and Consultant – Part-time 2008 till
present
Subject-matter expert in ITSM and ITIL related projects and have track record for working with various
firms to implement ITIL framework. Worked on ITSM tools assessment and designing support models
for incident, change and problem management to meet ISO 20K global standard for IT service
management. Implemented ITIL on different business environments, e.g. Finance, Hospitality and IT.
· Currently in Australia for leading a consultancy project for an ITSM consultancy firm. Core
responsibility is to derive a marketing plan for their ITSM services, ultimately, to target the mid to
large size companies in the domestic market. Holding several meetings with clients to identify
requirements to target various types of organisations.
· Provided consultancy to design ITSM solution for Orange Labs on a newly developed IT
service. Solution included a full comprehensive plan to manage the service lifecycle and maintain
reliable infrastructure. Initiated a project to define the strategy of ITIL implementation. Also, staff
training and customised training for executives.
· Delivering ITIL and PMP trainings in Orange Business Services.
Orange Business Services
Project Manager – Voice billing & Revenue Assurance
2011 - 2012
Managed large project that have 3 interrelated phases for the transition of 370 existing enterprise
customers. At the same time, managed to maintain consistency of voice billing and revenue
management. Monthly revenue for these customers has reached Euro 3M, which is the amount at stake
for this project.
· Achievements:
o Managed large voice billing project and delivered the required product on time. Developed
project management plan with all required details of stakeholders’ requirements.
o Designed a process for a new tool based on ITIL framework to enhance revenue
assurance. The tool aimed to eliminate sources of revenue leakage and improve reporting.
o Achieved savings with $72K as a result of a leakage in billing process and supplier wrong
billing. This was typically fulfilled by revising supplier’s contracts and internal process
restructure.
Orange Business Services
Senior Network Specialist – Enterprise Network Management 2008
- 2011
Manage, troubleshoot, monitor and perform changes on enterprise customised networks for Diamond
customers (Maersk, Black&Decker, Philip Morris International, MasterCard, Ernst&Young, and
PWC).
Manage customer service on 24x7 bases to maintain availability of network services for enterprises.
Troubleshoot complex network incidents and problem analysis using CITRIX
· Achievements:
o Contributed to LEAN project to eliminate waste of time through enhancing service
operations process and reporting techniques.
o Project coordinator on pilot phase to test newly deployed service management tool and
report performance issues with details of related impacts and service disrupts.
o Ensuring operations processes are performed with in the agreed service levels.
Orascom mobinil
Orascom Trading being one of the daughter companies to Orascom Group is one of the leading private
sector companies working in the Middle East in the field of contracting, heavy machinery, generating
sets, pumps, motors & marine equipment for more than 25 years. MobiNil maintenance project is one of
our projects in mobile network field in Egypt and the Middle East.
BSS Project Engineer
2006 - 2008
· Responsibilities:
o Installation, commissioning and troubleshooting activities on Alcatel microwave
equipment (9400UX family and AWY).
o Troubleshooting and maintenance of Alcatel and Motorola BSS equipment using BER
(Bit error rate), VSWR measurements.
o Project coordinator for routing, migration, upgrading and site acquisition activities.

3. EDUCATION/ MEMBERSHIP/ SKILLS
Engineers Australia – Professional Engineer – Classification: Telecommunications Engineer
ANZSCO 263311.
Bachelor of Electronics and Telecommunications Engineering, Alexandria Institute of Technology
Member of PMI (Project management Institute)
PMP Club: (Orange club for project management consultancy)
Technical skills:
VMware Datacentre Virtualization || Cloud computing || Alcatel BSS and microwave || Motorola
BSS || Cisco IPVPN || Cisco Routing & Switching || Nortel switches || Microsoft enterprise tools ||
SAP BusinessObjects || Crystal Reports || IBM Tivoli Netcool || Cisco service management tools
|| Citrix || Solarwinds service management tool (Orion) || P&L
Language skills:
·Excellent English skills ·Arabic is mother tongue ·Good French skills