I’m Peter GORGY — an ITIL 4-certified Service Delivery Manager in Cairo with 19 years in IT operations, application support and service leadership across FinTech, telecom e-payments and enterprise ERP. I also build technology, teach it, and keep learning.
My story
I studied Computer Science and Business Administration at Modern Academy in Cairo, graduating in 2004 with a major in software engineering. That pairing still shapes how I work: technology on one side, the business it has to serve on the other.
In 2007 I started on both sides of the same coin — teaching Microsoft SQL Server courses at Raya Academy, and joining LINKdotNET’s ISP applications team, where I spent almost eight years keeping internet services stable and automating the manual work that put them at risk.
From technology to leadership
In 2015 I joined Orange Egypt and moved into leading: first BSS and data-warehouse operations support, then e-payment solutions, and finally the Payment Systems and Payments Operations Support teams as Senior Supervisor. The same year I completed a Leadership Diploma with a Certificate of Excellence.
Since then I have led production support at OneCard, applications support for a digital banking platform at CIT Vericash, and — since February 2026 — service delivery at BI-Technologies.
Why service delivery matters to me
Service delivery is where promises meet reality. An SLA is only a number on paper until a team owns it, understands it and has what it needs to meet it.
In practice that means owning delivery end to end — SLA and OLA governance, major incident and escalation management, change control and post-release stability — and turning operational problems into funded, measurable improvements. Above all, it means developing the people who make all of that possible.
Career
Service Delivery Manager — BI-Technologies
- Single point of accountability for service quality, stability and outcomes across all support levels.
- Define, monitor and enforce SLAs, OLAs and KPIs, with data-driven service reporting to leadership and clients.
- Introduced Kanban flow management for the support backlog: WIP limits, aging alerts and cycle-time tracking.
- Mapped AS-IS / TO-BE incident, escalation and change processes in BPMN and standardised handoffs across Support, DEV and QA.
- Built a cost-to-serve model by account and SLA tier; turn root-cause findings into Plans of Action and Milestones with owners and deadlines.
- Govern release readiness, change control and post-release stability with Engineering, Product, QA and PMO.
Applications Support Manager — CIT Vericash
- Led the Operations, Support, Data Analytics and Operational Excellence teams.
- Owned departmental budgets, schedules and cost reporting.
- Redesigned and standardised support processes and policies against organisational objectives.
- Coached technical support staff; contributed to infrastructure deployment and disaster-recovery planning.
Production Support Team Lead — OneCard
- Led production support: shift scheduling, KPIs and SLA-bound customer cases.
- Escalation point for customer and partner issues, owning customer satisfaction.
- Built the support knowledge base; recruited, trained and coached the team.
Orange Egypt
- Senior Supervisor, E-Payments Solutions (2020–2023): e-payments solution owner in an agile team; supervised Payment Systems and Payments Operations Support across mobile banking, online banking, cards, funds transfer and bill payments; core team member on the Orange Cash platform migration with Fawry.
- Lead, ePayment Solutions (2017–2020): application operations, deployments, production troubleshooting and UAT for e-payment systems.
- Lead, Data Warehouse ETL Operations Support (2016–2017): created the BI/DW/ETL production support methodology; 24×7 senior on-call escalation.
- Lead, BSS Solutions Operations Support (2015–2016): built .NET and T-SQL tools for support operations.
LINKdotNET
- Senior ISP Applications Specialist (2010–2015): technical reference for the ISP application support team and partners; designed support procedures and tools on SQL Server; trained and mentored colleagues.
- ISP Applications Specialist (2007–2009): performance reporting and second-line support, including for LINKdotNET Pakistan.
Technical Instructor (part-time) — Raya Academy
- Taught Microsoft SQL Server courses.
Recognition
- Support automation, LINKdotNET (2009): automated 100% of critical manual operations, cut incident resolution time by 70%, enabled 75% of technical incidents to be resolved by non-technical staff, and reduced DSL service-failure risk from operations to zero. Named “Most Effective Contributor to Projects”.
- Orange Cash platform migration with Fawry: core team member.
- Orange Certificate of Achievement: awarded “in recognition of your contribution to the success of the PGW”.
- Orange Egypt awards: Exponential Dedication and Extra Effort (Nov 2021); “Positivity” values award (Dec 2019); superior performance award on the Orange MSAN project (Jul 2016).
Orange Egypt
Orange Wall of Fame & Certificate of Achievement
Featured on the Orange Wall of Fame (Q4 2021) and awarded an Orange Certificate of Achievement “in recognition of your contribution to the success of the PGW”.
Orange Egypt · November 2021
Recognition for Exponential Dedication and Extra Effort
Recognized by my direct manager for my exponential dedication and extra effort. This recognition is part of an Orange Egypt program designed to recognize employees’ efforts and success stories.
Orange Egypt · December 2019
Award for Being a True Model of Positivity
Awarded for being a true model of “Positivity”, one of Orange Egypt’s essential values.
Orange Egypt / Fawry
Orange Cash Migration
Thanks for being part of the team behind the successful Orange Cash platform migration.
Certifications
Service management & delivery
- ITIL 4 Foundation in IT Service Management (PeopleCert / AXELOS)
- ITIL 4 Specialist: Drive Stakeholder Value (PeopleCert / AXELOS)
- Kanban System Design (KMP I), Kanban University
- Lean Six Sigma Green Belt
- Business Process Mapping & BPMN
Financial & governance
- Managerial Accounting: Cost Behaviors, Systems, and Analysis (University of Illinois)
- Financial Analysis for Decision Making / Building a Business Case
- NIST Risk Management Framework, including POA&M
Technology & leadership
- Google AI Professional Certificate (2026)
- Google AI for Brainstorming and Planning (2026)
- Leadership Diploma, Certificate of Excellence (2015)
- Oracle Advanced PL/SQL Developer (2015)
- MCPD ASP.NET Developer 3.5 (2010) · MCDBA (2006) · CompTIA Server+ (2005)
Education and languages
B.Sc. Computer Science & Business Administration, Modern Academy, Maadi, Cairo (2004). Major: Software Engineering; minor: Business Administration.
Arabic (native) · English (full professional) · French (limited working).
The builder’s mindset
Some problems are easier to solve than to describe, so I build. BI Workforce Command Center is about seeing service performance clearly. LuminaPath grew out of a year-long personal workbook of Scripture, prayer and practical thinking exercises. EduCore comes from the classroom.
At work that has meant .NET and T-SQL tools for support teams, data-warehouse housekeeping jobs and support methodologies. On my own projects it means Python and Flask, SQLite, WordPress, Flutter, Google Apps Script and generative AI.
Teaching changes how I learn
I teach Programming and Artificial Intelligence, including content aligned with the Egyptian Baccalaureate curriculum. Since 2020 I have also volunteered as an educational technology consultant for a school in Cairo, leading its learning-platform operations, vendor management and IT staff guidance.
Teaching AI made me understand AI differently. When a student asks “but why?”, the shortcut answers stop working — and that is exactly where real understanding starts.
Life beyond work
Outside work, I read — philosophy, theology, and anything that helps explain how people think and grow. Family and faith shape how I understand responsibility, and learning never really stops: there is always a next book, a next course, a next idea worth testing. I work in Arabic and English, and get by in French.
What I’m learning next
Most recently I completed the Google AI Professional Certificate and Google AI for Brainstorming and Planning (both 2026). Next, I am exploring where AI genuinely helps service operations — and where it does not.
Let’s connect
Good conversations often lead to meaningful ideas. Whether it’s leadership, technology, education, or something worth building, I’d be glad to connect.