Andries Coetzee Email & Phone Number

Johannesburg Area, South Africa

City Of Johannesburg, Gauteng, South Africa

South Africa

- Implement ISO 9001 2015 certification for MEA Remote Managed Services End User Computing- Identify / recommend and assist with the implementation of Service Improvements for MEA IT Services in line with ISO 27001/2 maturity. - Implement Quality framework in line with the MEA ITS Quality objectives.

South Africa

- Ensuring that a quality management system is established, implemented and maintained in accordance with the requirement of the Standard.- Conduct Internal and assist with External audits.- Coordinating and participating in all auditing functions.- Revising, updating and ensuring implementation of new documentation relating to standards as required.- Updating and assisting with relevant documentation related to the Quality Management system as required.- Providing training related to quality, induction training, etc. as required.- Arranging external audits with the external auditing body.- Managing, coordinating and participating in continual improvement programs as well as the problem resolution reporting system.- Reporting on the cost of quality related to PRRs and non-conformances.- Working with and supporting other managers to formulate quality policies, procedures, work instructions and other required documents.- Managing and supporting the company’s remote locations staff on issues related to quality.- Ensuring that non-conformances are tracked and addressed.- Prepare and facilitating management review meetings.- Present quality reports to Snr. Management - Delegating responsibilities for investigation / auditing and conclusion of problem resolutions.- Determine quality parameters and specifications as quality basis in line with the ISO standards- Facilitate Internal Audits and prepare audit report, identifying the areas of non-conformities and improvements.- Perform root cause analysis to compute the reasons behind inefficiencies

Johannesburg Area, South Africa

- Accountable for operational management of the Governance team- Drive a service culture by sharing best practices, developing and sustaining cross functional relationships and filtering information downwards. - Attract, reward, retain and develop talent and key skills. - Lead the team by example and continuously drive for client satisfaction - Drive teamwork and manage output of the team to ensure quality, innovative and sustainable service delivery. - Act as mentor/coach and advisor, to ensure execution of excellent service delivery against negotiated agreements. - Identify trends and improvement areas- Ensure service audits and quality measures are planned, communicated, initiated and completed. - Retain ISO certification - Ensure effective take on of new clients. - Establish excellent working relationships with client representatives. - Identify and be accountable for Risk - Ensure implementation of delivery models - Establish controls to ensure services goals are being achieved and business value is realised. - Ensure all agreed contractual requirements, metrics, measurements and service levels are measured, reported on and improved. - Drive collaboration between all teams - Produce dashboards and reports. - Chair Business Review and Management meetings. - Lead the team to ensure that the organisation' strategy is executed- Effectively manage all applicable escalations- Communicate all changes in the organisation timeously- Conduct roadshows to the business at least once a quarter to promote the value of the Governance team function. - Ensure all documentation is published, relevant and readily available. - Manage the output from employee satisfaction surveys and show improvement in areas of concern.- Adhere to all HR and company policies and processes. - Define, implement and maintain the governance policy, strategy and processes for Middle East and Africa with regards to Data, Config, Change and SharePoint.

South Africa

- Data Manager:Ensure the accuracy completeness and consistency of the data for ITO and general ITSM Operations in accordance with S2A and SMSO.- Measurements and ReportingFacilitate a quarterly audit of the ITO data per client to ensure alignment with the data standards set by Cross Functional Services. Present a monthly ITSM license report to the CCPM's to validate allocated ITSM license. - Client data take onParticipate in client take-on' to ensure that data is complete and complies to the data standard. Facilitate client training with regards to the data standard to ensure applicable and adequate data is received. - Change Communication and ad-hoc tasksAssist with change communication related to data and S2A and SMSO projects. Assist the ITO and CDO teams with any ad-hoc tasks related to data.ACHIEVEMENTS IN THIS ROLE :- Facilitated successful data take-no’s for various new clients. - Establish a Change Control process to manage the ongoing data changes in the Call management system of IT Outsourcing clients. - Implemented a JML (Joiners, Movers and Leavers) process to ensure the client contact data in the Call Management system is current and valid. - Ensure all 500 000 + Configuration items in the call management system is linked to contracts. - Created a process to review contracts that are about to expire. - Created a dashboard that reflects the VOC on a monthly, quarterly and yearly basis. - Generated an automated Call management system License report to be reviewed monthly. - Standardised the naming conventions of the resolver groups in the call management system to align with the new company structure. - Standardise the naming convention of all IT Outsourcing contracts. - Revised stakeholder setup in the Call management system for all IT Outsourcing resolver groups.

South Africa

- Service Level Management: New service requirements; Existing service requirements; Manage, monitor and control; SLA reviews; Service Level Performance reviews- Problem Management: Own and co-ordinate team responsible for resolving a problem:a. Convene Problem Resolution Kick-Off meetingb. Communicate Problem resolution planc. Communicate update status feedbackd. Escalate non-performance of the technical solution teame. Advise Service Desk on Service Management System updates and related SMS communications- Service Improvement Management: Formally identify Service improvement initiatives; Plan and track progress on implementing improvements; Report and measure effectiveness. - Relationship Management: Be the single point of contact on all operational issues, meeting and manage client’s expectations effectively; Create win-win situations on contentious issues; Accept responsibly and remediate; Ensure quality of service delivery; Improve client satisfaction- Financial Management: Budgeting; Third Party Quotations; Training Budgets; Expense Claims- Contract Management: Third Party Contract; Master Service Agreement Variations; Draft the change order proposal detailing the MSA variation- People Management: Attract, Develop, Engage, Retain.

South Africa

-To create standardised services and Service Level agreements across all customer accounts for Service Desk services, by: Impliment sandard Service Definition and SLAsfor Service Desk Services; Ensure that all new service desks is contracted on the new standard.-Ensure that it is possible to transition a new Service Desks (using Dimension Data’s Service Management System) within a short space of time with minimal interruption to the client and service delivery, by: Implimenting a Service Desk Transition Management Policy, Process and Work Instruction documents; Defining and agree internal analysis during a service desk due diligence; Defining the audit criteria and focus areas for conducting a due diligence; Train all Service Desk Supervisors on Service Desk Transition Management.-To standardise daily supervisor reporting, through implementing standard report templates and ensure that all reports are published, reviewed and attended too. -To build a Shared Service Desk based on skill and knowledge by ensuring that: Calls are tracked across all client accounts; Enable cross skilling; All agents are skilled to conduct Fast Fixes; Groups of agents are skilled to conduct remote: Desktop, Network and Server support for all clients.-To continuously investigate and identify potential ways in which technology can optimise Service Desk service delivery.-To up-skill service desk supervisors through a documented, reviewed and approved Up-skill program.-To own and drive ITIL Incident Management for the Service Desk.-To ensure all relevant work instructions related to Incident Management are documented, reviewed and updated at least once a year-To liaise with the 2nd line support to ensure all relevant work instructions for Remote Support are documented, reviewed and updated at least once a year-To implement a service continuity plan.-To implement continuous quality assurance, focusing on calls, process and trouble-shooting.-Optimise work force management