Itzik Dembovsky

Senior Customer Support and Service Operations Executive with 20+ years of leadership experience building, scaling and transforming global support organizations across telecommunications and technology markets. Proven success leading technical support, customer success, service delivery, repair operations, logistics and post-sales functions for international customers and strategic accounts. Recognized for improving customer satisfaction, accelerating operational performance, driving cross-functional execution and delivering measurable business outcomes across global teams.

Global Service Operation & RMA Manager at Ceragon Networks (2017-01 – Present)

• Lead global service and repair operations across multiple international repair centers.
• Lead and develop a global team of 8 employees across Israel, India, Philippines, and Ukraine
• Own end-to-end service delivery including logistics, warehousing, repair operations and spare-parts planning.
• Improved OTD performance from below 40% to above 90% through operational transformation initiatives.
• Reduced TAT by 50% for strategic customers through process optimization and performance management.
• Manage annual operating budget of approximately $4M and support more than 20,000 units annually.
• Drive KPI governance, forecasting, reporting and continuous improvement initiatives.
• Utilize CRM, ERP, and BI platforms to support operational decision-making and service performance
• Coordinate customer escalations and collaborate with Engineering, Supply Chain and Operations teams.

Customer Success Director at Emuse (SAP Business One Partner) (2015-01 – 2017-12)

• Led customer success strategy, account growth and customer retention initiatives.
• Strengthened customer relationships and expanded recurring business opportunities.
• Managed enterprise customer upgrades, licensing expansion and service adoption.

Director, Global Customer Support Services at Malcam (2009-01 – 2015-12)

• Led global customer support and technical service operations.
• Managed customer-facing delivery programs involving HW/SW integration and deployments.
• Conducted technical troubleshooting activities and coordinated resolution of complex service issues
• Improved customer satisfaction from 3.0 to 4.2 (out of 5).
• Built high-performing support teams and strengthened cross-functional execution.

Director, Global Customer Support Services at Personeta (2004-01 – 2008-12)

• Built and managed global post-sales support operations.
• Managed technical escalations and coordinated global service delivery activities
• Led customer escalation management and international partner support.
• Developed service procedures, support methodologies, and operational processes.
• Improved customer satisfaction from 3.0 to 4.0 (out of 5).

Regional Director, Customer Support Services (EMEA) at Comverse (2000-01 – 2003-12)

• Led regional customer support operations across EMEA.
• Managed customer-facing installations, upgrades, system expansions, and service activities
• Provided hands-on troubleshooting and resolution support for complex telecommunications systems
• Worked directly with customers, field engineers, and technical teams to ensure service continuity and CSAT
• Established and scaled support organizations in new territories.
• Improved customer satisfaction from 5.8 to 8.1 (out of 10).

Certified Electronics Technician