Hossam Eltonsy

Lead IT Service Management and Infrastructure across 19 MENA countries, driving the region’s digital transformation, innovation, and operational excellence. Oversee IT operations, infrastructure programs, and service strategy that directly enable business growth and EBIT performance. Manage an annual CAPEX /OPEX budget of €10M, optimizing investments through automation, standardization, and technology modernization.
Partner with global and regional leadership to define and execute IT roadmaps, aligning technology with strategic business goals. Govern supplier partnerships, service delivery, and performance management to ensure value creation and cost efficiency. Represent MENA in executive forums presenting business cases, transformation initiatives, and proof-of-concepts that shape DHL’s global digital direction.

Enhanced productivity through innovative management techniques.

Lead a global IT Delivery Infrastructure organization of 80+ professionals based in Egypt MSC, supporting enterprise operations across Europe, the Americas, and Asia-Pacific. Oversee Service Operations, Service Transition, and Transversal teams delivering critical infrastructure and cloud services across diverse technologies and platforms.
Manage delivery across backup, storage, and compute environments built on EMC, Symantec, and NetApp, alongside UNIX, VMware, Hyper-V, Cisco UCS, and Blade systems. Drive adoption of cloud computing and hybrid infrastructure models to improve scalability, automation, and service agility.
Focus on leadership development, cross-skilling, and team capability growth, building a resilient and innovation-driven workforce that supports OBS's global digital transformation strategy.

Led a major transformation program to offshore over 50 positions across 10+ job profiles from France to Egypt within the Global Infrastructure Line of Business. Managed the full transition lifecycle-from workforce planning and process redesign to knowledge transfer and operational stabilization.
Ensured seamless service continuity across multiple infrastructure domains while achieving significant cost efficiencies and operational scalability. Built and developed new delivery teams in Egypt, embedding a culture of performance, accountability, and continuous improvement aligned with global service standards.

Led a team of senior security engineers overseeing global software and hardware lifecycle management for all managed security platforms. Directed technical release management for enterprise firewalls, intrusion prevention systems, and secure gateways, ensuring operational stability and compliance across regions.
Implemented standardized upgrade frameworks, minimizing service disruption and improving security posture across multiple datacenters and cloud environments. Collaborated with global security architecture and operations teams to align releases with corporate cybersecurity policies and risk controls.

Led an L2 global support team of mobility and security engineers, delivering end-to-end enterprise mobility and authentication services across regions. Oversaw operations for secure remote infrastructure, identity platforms, and secure access systems, ensuring service reliability and compliance.
Streamlined support processes, improved incident resolution efficiency, and strengthened coordination between regional teams and global service owners. Fostered continuous learning and technical growth to build a high-performing, customer-focused support organization.

Established and led the Active Prevention Security Operations Center (SOC) across Europe, the Americas, and Asia-Pacific, building a high-performing team of 5+ senior security experts dedicated to proactive threat prevention, detection, and response. Designed and implemented the full SOC operating framework, including processes, governance, and advanced security automation to ensure 24/7 visibility and rapid incident containment.
Directed the deployment of SIEM, analytics, and threat intelligence tools, improving detection accuracy and response efficiency across global operations. Collaborated with corporate security, compliance, and infrastructure leadership to align SOC strategy with enterprise risk and business continuity goals.
Championed capability development and knowledge sharing, embedding a culture of continuous learning and operational excellence that elevated DHL’s global cybersecurity posture.

• A member of L2 Support team to provide incident, Change and release management for managing mobility services to the international mobility.

• Managing the IT Infrastructure of an extensive LAN/WAN, with 3 Cisco Routers, 2 Cisco PIX firewalls, 14 Switches, 20 Server, and 150+ users.

• Worked as IT System Outsourcing Engineer from Global Brands, to establish the Terminal IT Infrastructure.

• Provide a technical support internal employee and external customers, including windows server infrastructure environment, network and Corporate email and Antivirus.