Information Technology Service Delivery Manager - Team Leader

• Aug 2019 - Present

Senior Manager - Service Management

• Dec 2010 - Aug 2019

Management and supervision of the Service Management division across all account segments, including: Relationship, Contract and SLA Management, Incident Resolution and Escalation Management. Responsible to analyze, develop, and interpret complex network architecture as well as to assure the configuration and integration of computer systems. Responsibilities extend globally in the form of companies with services touching every area of the world.Initiate and implement service improvements to network operations, integrated hardware and software, and communications operating systems. As part of the Incident Resolution process, approves the administering of emergency changes and repairs within the environment to meet customer SLA’s. Initiates and directs the enhancement and modification to networks and maintains the relative solutions diagrams by adding the new changes to the drawings. Develops and maintains Standard Operating Procedures, the SLM process and policy, documents relative network inventories. Carries out audits to ensure compliance requirements are met, maintained and improved on. Analyzes Change Management reports and reports back to customers pre and post changes. Directs the installing and repairing of networks and makes sure that the work is completed successfully. Assists with the implantation plan and also determines roll back procedures. Records analyzes and diagnoses the resolution of network faults in RCA reports for input into the knowledge management database for future reference. Manage and reports on Repeat Incidents to ensure that these incidents are permanently resolved. Continually monitors network traffic via NMS Tools to ensure that capacity and usage of customer networks are always optimum. Studies these reports to assist to define and diagnose improvements to customer networks.Employee management and development – 23 employee reports country wideEscalation management, customer visits at all levels of management of key accounts Show less

Service Manager

• Jul 2009 - Nov 2010

Responsible for all service management related tasks.Management of day to day delivery of services against the contracted deliverables.Facilitating and proactively building collaborative working relations and communication channels with the client.Generate formal Management Reporting and Delivery Statistics.Identify problem areas on customer’s circuits and initiate service improvement plans as well as manage through to completion.Contract negotiation and management of the implementation of contracted services.Chair meetings and engage at all levels of management, tracking and closing out action items raised at customer meetings.Financial management – ensure billing is on-time and correct as well as handling service credit and account disputes which could lead to non-payment.Implement effective SLA management to achieve overall availability requirements of services.Investigate incidents and complaints, writing of RCA reports and ensuring the implementation of any recommendation and improvement identified in the RCA, be those improvements internally focused or customer related. Show less

Service Delivery Manager

• Oct 2007 - Jun 2009

Service Delivery Manager for Networks and Security. Responsible for the South African region’s entire network (WAN, LAN, equipment and connectivity, as well as all resources, processes and procedures affecting service delivery). Management of day to day delivery of services against the contracted deliverables against SLA as well as service review feedback. Monitoring, managing and compiling of operational processes and procedures, client, account and internal communications, mitigation strategies. Lead and influence matrixed teams of professionals, vendors and clients to achieve cost effective and timely business focused solutions. Generate formal management reporting and delivery statistics as well as effective presentation of such material to all levels of management. Perform Risk Management on a tactical level. Chair meetings compile minutes and manage action items identified through to completion. OLA management – manage the OLA between the account and competencies. Ensure that all vendors commit and are held responsible for service delivery as per underpinning contracts. Audio Visual support management – ensure that all board room equipment is in good working order including video conference units, proximas and telephones. Show less