Kumbirai Masendu
Director of Service and Support at Kindred Powered by Ocado- Claim this Profile
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Bio
Experience
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Kindred Powered by Ocado
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United States
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Automation Machinery Manufacturing
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100 - 200 Employee
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Director of Service and Support
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May 2022 - Present
-Maintains Service Level Agreement (SLA) and implements policies and procedures to ensure SLA is achieved or exceeded.-Performs staffing functions (e.g. interviewing, evaluating, supervising, staff development, etc.) for the purpose of maintaining adequate staffing, motivating staff, and enhancing productivity of personnel.-Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.-Produces meaningful and accurate data for all aspects of support (metrics, root causes, failure modes) and shares with direct team and other internal team to drive service improvement initiatives.-Develops and implements training and quality assurance programs for new hires and experienced employees.-Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.-Continually seeks ways to improve process, team, and tooling to enhance service levels.Oversee a distributed workforce responsible for onsite customer support, remote technical support, and field service support. -Collaborate with executive-level management in the development of performance goals and long-term operational plans-Build and maintain relationships with all department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
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Metrolinx
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Canada
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Ground Passenger Transportation
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700 & Above Employee
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Manager, Payments Business Operations Support
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Feb 2019 - May 2022
-Oversees governance structures by designing underpinning processes and leading change initiatives .-Measures performance of services and their value by interpreting reports and recommending opportunities for improvement and optimization-Responsible for managing all related third-party vendor contracts including managed services, supply/services contracts-Ensures the effective management and delivery of profitable and efficient contractual obligations in support of the client’s business objectives.-Oversees, monitors and reports work performed by the service delivery team(s) involved in supporting the client engagement contract(s)-Developing client relationships across the client’s business and technology environment-Developing and sustaining long-standing relationships with company approved vendors-Supporting the selection of new contract service providers based on the needs of the business and maintains working relationships accordingly.-Responsible for IT Service delivery and production metrics (SLA) and KPI across the organization-Providing guidance on industry trends and assessing opportunities, where appropriate-Planning, prioritizing, negotiating directing, providing coaching and co-ordinating activities of a group of professional technical staff to ensure quality standards are maintained-Continuous process improvement and user experience by increasing IT Service value through innovation and redundancy capabilities while optimizing cost effectiveness-Supports leadership to formulate and execute strategies that contribute to the value realization set by the entire company and manages l&IT governance of related projects-Responsible for change (ITIL) including, incident and problem management processes -Recommending roadmaps and decisions by interpreting and analyzing reports and trends and applying data, information, knowledge, wisdom framework in order to influence product design and service delivery
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Incident Manager/ Senior Operations Lead (SBA)
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May 2016 - Jan 2019
-Develops a thorough understanding of the business goals, practices and processes to translate into system functionality and user-requirements that define project scope and specifications.-Translates high-level, conceptual business strategies and objectives into user-requirements to guide service development activities.-Identifies and implements optimization initiatives for operational processes and procedures-Builds and fosters strong professional relationships with external clients,-In partnership with business leaders to develop strategies for the application of technology and leading or participating in the development of business cases.
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Project Officer, Business Systems
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Aug 2014 - May 2016
-Analyze business processes and procedures to identify gaps between current practice and future operational and technological changes.-Lead and coordinate internal and external project and implementation activities to ensure compliance with established standards, policies, and procedures.-Participate in the detail design, development and testing of interfaces between the ITCS and other systems currently being used by Metrolinx (i.e. HASTUS, EAM, GO API, Presto, etc.)-Compile business requirements, obtain approvals, and review design proposal justifications.-Perform day-to-day management of roll-out activities; coordinate the availability of staff for software/hardware deployment-Define appropriate process and procedures to support the ITCS.-Gather user needs and technical specifications for modifications and additions to in-house systems, as well as the ITCS.-Plan, forecast, monitor and report Divisional resource time requirements for operating and capital project expenditures as they relate to the Bus Services Division. Prepare project justifications in terms of proposed scope, budget, and schedule.
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Business Systems Specialist
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Aug 2013 - Aug 2014
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Network Support Analyst
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Nov 2011 - Aug 2013
Network Support Analyst
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Dream
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Canada
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Real Estate
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500 - 600 Employee
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Helpdesk / Desktop Support Analyst
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May 2007 - Jan 2012
Desktop SupportSpecial project Desktop SupportSpecial project
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Millennium Care Inc
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Canada
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IT Services and IT Consulting
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1 - 100 Employee
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Senior Helpdesk Analyst
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May 2004 - Jun 2007
Desktop Support Desktop Support
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Assistant Quality Manager
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Jan 1998 - Jul 2000
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