Experience

Adapt IT Holdings Limited

• South Africa
• IT Services and IT Consulting
• 100 - 200 Employee

• Service Delivery Manager

  • Oct 2019 - Present



Datacentrix

• South Africa
• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Service Delivery Manager

  • Oct 2019 - Oct 2019

  Managed the performance of Level 1 & Level 2 services & support to clients (internal and external) Ensure that SLAs are achieved. Ensure staff are meeting and exceeding expectations. Defined performance metrics/benchmarks, standards and processes. Oversee 100% of the requests, incidents and problems. Managed and coordinated urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop phone/ticket escalation processes to ensure free flowing escalation and information within the organisation. Determine root cause of issues and communicate appropriately to internal and external customers. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities. Build & obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support. Interact with internal and external customers. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Ticket Deep Dive and develop strategies for improvement. Ensured Service Desk was the single source of truth and service delivery channel for IT. Monitor and manage phone and e-mail queues (participating in escalated calls as needed) Oversee Solutions repository and ensure top quality solutions are available to the staff. Developed Service and Business Level Agreements to set expectations and measure performance. Developed an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation. Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. Show less



South African Airways

• South Africa
• Airlines and Aviation
• 700 & Above Employee

• Head of Operations

  • Sep 2004 - Feb 2013

  During my time as Head of Operations, I was also responsible for the management of designing, creating and opening a fully functioning Project Office, with key & crucial staff members. The PMO subsequently experienced many successful project implementations and maintained a steady revenue stream for all business units by streamlining Business & IT processes. My portfolio also had many other duties added to it such as, day to day Management of IT resources, Contract Negotiation and finalization with various business partners & Business Analysis which included Business Process Re-engineering for areas of the business that required optimization. Show less

• Information Technology Project Manager

  • Oct 2000 - Aug 2004

  I fulfilled a Project Management role, for all business areas within the Loyalty environment at South African Airways (SAA), Voyager. I was tasked with managing various projects within the Voyager Business Unit. This included Designing, Implementing and Overseeing the Workflow Process in partnership with Abraxis. This also included creating an Enhanced CRM System, Creating Business Specifications for Changes and Upgrades to the existing Legacy System and Managing these projects from Testing through to Go Live. Show less

• Supervisor - Voyager Systems

  • Jan 1999 - Oct 2000

• Helpdesk Agent

  • Jul 1998 - Dec 1998

  This position required me to assist global SAA users with all IT related issues and complaints.



Standard Bank South Africa

• Financial Services
• 700 & Above Employee

• Business Analyst

  • May 1996 - Dec 1996