Service delivery · Technology · Education
Hello, I’m Peter GORGY.
Leader. Technologist. Builder. Educator. Human.
I lead service delivery teams, build practical technology solutions, explore artificial intelligence, and share what I learn along the way.
- 19 years in IT operations
- ITIL 4
- Kanban (KMP I)
- Lean Six Sigma Green Belt
- Google AI Certificate
Based in Cairo, Egypt
Leading People. Building Solutions. Sharing Knowledge.
Career in numbers
19
years in IT operations, application support and service leadership
5
companies, from ISP and telecom to FinTech and enterprise ERP
4
support functions led today: Customer Service, DEV, QC and AX Support
15
certifications and professional courses, from ITIL 4 to Google AI
From the journal
Featured stories
Selected articles on leadership, technology, teaching and the moments that shaped them.
The Bow, Not the Archer
Khalil Gibran’s image of parents as bows and children as living arrows — and what it taught me about fatherhood and letting go of control.
Beyond the Ticketing Factory: Client Day 2026 at BI-Technologies
At BI-Technologies’ Client Day, part of its 20 Years of Excellence celebration, I shared why Service Delivery Management is far more than customer support.
Where My Values Began — Collège de la Sainte Famille, 1987
A 1987 class photo takes me back to Collège de la Sainte Famille and the teachers who first planted my core values.
A Kindle, a Birthday, and Plato’s The Republic
A birthday Kindle, an old favourite, and the questions in Plato’s The Republic that never really grow old.
Iftar With the Team: Success Is Never an Individual Achievement
Celebrating Iftar with my Service Delivery team — and why success in our work is always the result of people, not individuals.
Two Years of Growth, Challenges, and Leadership at CIT VERICASH
Looking back on two years at CIT VERICASH: pressure, trust, teamwork, and what they taught me about leadership.
What I’m building
Tools that started as real problems
Some are public, some are anonymised. Each one says plainly where it stands today.
Operational intelligence
BI Workforce Command Center
A service-governance platform that brings SLA and OLA monitoring, customer health, workforce productivity and case management into one decision view.
Anonymised case study
App · Faith, mind & meaning
LuminaPath — Faith, Mind & Meaning
One premium app for daily Scripture, prayer, reflection and practical thinking exercises. Private by design, with no account and no ads.
Closed testing on Google Play
Education technology
EduCore
Structured learning, student assessments and AI-assisted teaching, built around how students actually learn.
In active development
Five dimensions
Different roles, one thread
People, real problems, and the tools that help solve them. Pick the side of my work you came for.
My professional journey
From hands-on technology to leading service delivery
Nineteen years in IT operations, application support and service leadership across FinTech, telecom e-payments and enterprise ERP — with teaching and building alongside.
Feb 2026 – now
Service Delivery Manager, BI-Technologies
End-to-end service delivery for Microsoft Dynamics 365 F&O, Business Central, SFA and Power BI accounts: SLA and OLA governance, escalations, change control and post-release stability.
2024 – 2026
Applications Support Manager, CIT Vericash
Led Operations, Support, Data Analytics and Operational Excellence teams for a FinTech digital banking and mobile wallet platform.
2023 – 2024
Production Support Team Lead, OneCard
Production support for a card and e-payments platform; escalation point for customers and partners; built the team’s knowledge base.
2015 – 2023
Orange Egypt
From BSS and data-warehouse operations support to Senior Supervisor, E-Payments Solutions; core team member on the Orange Cash platform migration with Fawry.
How I lead
A few things I believe
Personal viewpoints from 19 years of running support, operations and delivery teams.
01
Being busy is not the same as being useful.
Activity is easy to measure. Value takes more honesty.
02
A dashboard should reveal the story behind the numbers.
If a chart does not change a decision, it is decoration.
03
Customer experience requires ownership.
Every open case needs a name next to it, not just a queue.
04
Leadership begins with listening and asking better questions.
The first answer is rarely the root cause.
05
Technology should support judgment, not replace it.
AI can speed up the work. It cannot own the outcome.
Learning & teaching
Teaching AI made me understand AI differently.
I teach Programming and Artificial Intelligence, including content aligned with the Egyptian Baccalaureate curriculum. Explaining an idea to a student is the quickest way to find out whether I really understand it — and the best way to make a hard subject feel possible.
It started early: in 2007 I taught Microsoft SQL Server courses at Raya Academy. Since 2020 I have also volunteered as an educational technology consultant for a school in Cairo, running its learning platform and guiding its IT staff.
- AI fundamentals
- Programming concepts
- Prompt engineering
- Practical automation
- Digital learning
- Technology explained simply
Insights
Latest writing
Notes on leadership, service delivery, AI, building and teaching — plus the occasional personal reflection.
The Bow, Not the Archer
Khalil Gibran’s image of parents as bows and children as living arrows — and what it taught me about fatherhood and…
Beyond the Ticketing Factory: Client Day 2026 at BI-Technologies
At BI-Technologies’ Client Day, part of its 20 Years of Excellence celebration, I shared why Service Delivery…
First Day at School: Curiosity Over Fear
My first day at Saint Mary pre-school in Helwan — and the mindset that never really changed: curiosity over fear.
In Service Delivery, We Don’t Panic
We upgrade chaos into a beautifully color-coded master plan. A light-hearted look at life in Service Delivery.
Where My Values Began — Collège de la Sainte Famille, 1987
A 1987 class photo takes me back to Collège de la Sainte Famille and the teachers who first planted my core values.
A Kindle, a Birthday, and Plato’s The Republic
A birthday Kindle, an old favourite, and the questions in Plato’s The Republic that never really grow old.
Iftar With the Team: Success Is Never an Individual Achievement
Celebrating Iftar with my Service Delivery team — and why success in our work is always the result of people, not…
Three Years On: In Memory of My Mother
Three years since my mother passed away — on the faith, discipline and quiet consistency she lived by, and how they…
Yes, Your Manager Can Be Your Friend
A farewell note from my friend Mina El-Raheb, and my reply on what leadership as a responsibility of care really means.
Two Years of Growth, Challenges, and Leadership at CIT VERICASH
Looking back on two years at CIT VERICASH: pressure, trust, teamwork, and what they taught me about leadership.
King Lear at the National Theatre: A Story That Still Speaks
Watching Yehia El-Fakharany as King Lear — and why a centuries-old story about power, pride and trust still feels so…
5 Things Great Managers Do to Keep Teams Motivated Under Pressure
Pressure can be a team-breaker or a team-maker. Five things great managers do to keep their people motivated when the…
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