Usman heads the operations floor. Where Abid decides what we take on, Usman is accountable for how it is delivered — quality standards, training, escalation handling and the audits that check a desk is following its own runbook.

He built the two-week induction that every new starter goes through, and he personally signs off each team lead before they take an account of their own.

What Usman owns

• Service delivery standards across all desks
• Induction, training and lead certification
• Runbook audits and quality reviews
• Escalations that cross departments