Sabah Saleem

• Transforming service delivery, scaling operations, and driving $100 M+ customer success through data-led execution.

Engineering & Delivery Excellence

• Led 50+ engineers (R&S, Wireless, Security, SD-WAN); delivered resilient architectures across 300+ customer networks.
• Directed design reviews, MoPs, and upgrades (IOS, IOS-XE, IOS-XR); reduced change failure rate by 32%.
• Launched swing shift ops: scaled from 4 to 140 engineers, driving $36M YoY savings.
• Automated Operational Insights (Splunk-based); saved $450K/quarter, powering 70% of CXC delivery.
• Drove $50 M+ in annual renewals by managing full customer lifecycle—from onboarding to retention.

Escalation Management

• Handled 500+ escalations (Sev1/Sev2); reduced resolution time by 40% via structured playbooks and cross-functional war rooms.
• Improved CSAT by 18% through proactive triage, RCA, and executive alignment.

Stakeholder Impact

• Engaged AMERICAS GES teams across 4 regions; set up SPOC model for 20+ accounts.
• Strengthened managed services interlock, reducing downtime by 25% for top-tier clients.

Thought Leadership & Standardization

• Standardized global CX workflows via CXC CoE; cut delivery variability by 45%.
• Built internal knowledge base with Service Delivery Console; improved engineering efficiency by 30%.

People & Culture

• Sponsored AMP: 64% of participants promoted to leadership roles.
• Core member of Women of LCS and Emerging Talent; drove early-career hiring and mentoring programs.

• As a compliance manager, I was tasked with overseeing a 20-member vendor management and operations team.
• Streamlined operations and prioritized tasks, allowing senior staff to increase productivity by 25%
• Formulated detailed recommendations based on audit findings to support annual planning and the definition of goals.

• Led a high-performing team of 32 engineers (across in-house and remote locations) responsible for managing critical incidents, service restoration, and process governance in a fast-paced environment. With full ownership of escalations and high-severity issues, ensured SLA adherence, stakeholder communication, and process compliance globally.
• Incident Management : Owned 100+ high-severity (P1/P2) incidents per quarter with >98% SLA compliance
• Process Standardization: Audited and updated 20+ process documents/year; ensured global process alignment
• Training & Development: Conducted monthly training sessions; ensured 100% team compliance on procedures
• Cross-Functional Engagement: Collaborated with >10 internal teams and 5+ vendor partners to resolve issues
• Escalation Handling: Resolved 50+ escalated cases/month by ensuring the right resource allocation & follow-through

• Led a dynamic team of 35–45 Associates and Supervisors, overseeing performance, coaching, and operational excellence.
• Improved SLA adherence by 15% through focused interventions
• Assisted in recruitment to build a team of top performers.
• Quality target maintained at >95% consistently

• Responsible for managing workflow, handling escalations, proactively engaging resources to address issues, and effectively delegating workload across the leadership team.
• Training new joiners on the tools, process, tips/tricks, and acceptable usage policies.
• Track and drive quality over 90%