Andri H. Email & Phone Number

Stockholm County, Sweden

Stockholm, Stockholm County, Sweden

Stockholm County, Sweden

Johannesburg Area, South Africa

Key highlights in this role included:• Successfully established the Contract Management Function, including:- Creating a positive, well-structured contract/vendor management team to optimise creative problem solving and premium service- Implementing CSI (Continual Service Improvement) on an entirely manual function - Reshaping the reporting, introducing structure for internal and external customers, creating transparent relationships and supporting the business and the vendors• Designing and building the defect management process• Reporting to Management Executives and leading executive presentations using excellent communication and presentation capabilitiesIn this role I reviewed and analysed ITIL and business processes, identifying improvement opportunities as well as risks, and aligned business processes and functions to optimise business profitability.I coordinated strategic alignment, planning, evaluation, assessment, prioritisation and implementation of improvement initiatives for the Contract Management Function.Leveraging my strong management and negotiation skills, I managed and negotiated contracts, oversaw legal aspects of customer and supplier contracts and defined and negotiated Critical Success Factors (CSFs) and Key Performance Indicators (KPIs).I directed profitable growth and mitigated risks through robust risk management, financial management, business process modelling, business analysis and internal audits in compliance with quality policies, procedures and systems.I also promoted continuous improvement by leading the implementation team, implementing and managing improvement programmes and projects and consulting on Service Level Agreements, Operational Level Agreements and Underpinning Contracts.Furthermore, I supported long-term vision and forecasting by creating and managing KPI dashboards, service credits and waiver processes.

Johannesburg Area, South Africa

Notable highlights in this role include:- Designing, building, implementing and managing the Service Introduction process within the Accenture Service Management environment. The Service Introduction process was used to transition new services and/or application releases into the operational environment in a managed and controlled manner to ensure technology, operational and management readiness- Using my strong communication and organisational skills to act as integration point between the project team, operational team and the client- Designing, building, implementing and managing the transition activities including use of the relevant templates, such as the Service Introduction plan, checklists for each area and communication plans- Directing continuous change and improvement by identifying gaps in existing processes and designing, implementing and managing solutions as part of a self-initiated Continuous Service Improvement planI was responsible for People Change Management via communication campaigns within the relevant environments and facilitated workshops with clients, various service providers and Accenture stakeholders including project and operational teams.I worked closely with the executives within the client and Accenture organisations in order to clarify requirements, discuss proposed solutions, provide updates and feedback on projects and manage expectationsAs Service Management Specialist I mentored and trained team members for projects and also managed project activities for creating and establishing new Service Desks and the related Incident Management processes.Furthermore, I was involved in organisational decision making and strategic planning to implement a Global Support model between South Africa and Manila.

Johannesburg Area, South Africa

In this role I handled 3rd Line Support calls for Vodacom CRM and Online customer facing systems, from identification to resolution and post implementation testing. I ensured client requirements were met regarding their calls whilst focusing on exceeding their expectations for service quality.Key skills developed during my tenure:- Logical thinking, critical analysis, trouble shooting, customer management and fault resolution documentation for applications I was responsible for.Key technologies learned during my tenure: - SQL, MS Word (Drawing up process flows), Monitoring Tools (WebLogic BAM), and WebLogic SOA Administration console. SOAP UI (Testing web services)

• Ensure that the configuration management process is followed and implemented as it should be across all subscribing clients.• Compile and distribute daily reports in a timely fashion or on an ad-hoc basis. • Participate in the RFC (Request for Change) approval process.• Assist and facilitate the training of site based configuration management administrators, and raising awareness for the process.• Responsible for initiation of audits on the CMDB (Configuration Management Database)• Stand in for team leader and manager when needed.• Creation and publishing of the work instructions, to be used by configuration management site administrators. • Clients under my administration: Sasol, AngloGold Ashanti, BHP Billiton and assisting on the Nampak Account.

Itil 4, Information Technology

Integrated Service Management Essentials, Information Technology

Praxis Framework: Practitioner, Information Technology

Praxis Framework : Foundation, Information Technology

Itil Intermediate: Service Operation, Information Technology

Itil Intermediate: Continual Service Improvement, Information Technology

Certification, Business Analysis

Diploma, Small Business Management

Photography

Activities and Societies: Technical photography course

Photography

Activities and Societies: Intermediate, Dynamic, Expressive, Wedding

Certificate, Prince 2 Foundation

Itil V3 Foundation, Itil, Certificate

Certificate, Itil V2 Foundation

Attended, A+

Attended, Implementing And Supporting Windows Xp Professional