As a senior manager within the national managed services team, I have a vast set of responsibilities across CXM and service delivery.Key performance areas: “C” level relationship management and advocacy, operations manager, contract management, technical governance, team leader, intrapreneurKey responsibilities:• Manage a portfolio of managed services agreements• Lead and manage customer experience managers• Provide leadership within the department assisting to drive a culture of service excellence• Manage and resolve customer escalations• Engage across business lines to ensure effective delivery• Assisting pre-sales to build service offerings

Whilst retaining my base of strategic Managed Services SLA clients, I played a larger role in acquiring new SLA business and overseeing service transition design and management.Successful in onboarding new products and servicesDesign and implementation of branch strategy and measurementsActed as mentor to junior team members

Netsurit is one of SA’s leading technology service providers and has been placed in the top 100 Managed Services companies globally for many years. Netsurit is a Dell Direct partner as well as a Microsoft Gold partner. The company’s head office is in Johannesburg with branches in Cape Town, Durban, New York as well as Vietnam. Key Responsibilities: To establish relationships with clients with a view to client retention and growth, by ensuring at all times that we are fully in control of all client management aspects. To retain, grow and maintain profitability of existing SLA clients. Responsible for ensuring overall client satisfaction and service delivery. Act as the front line of Netsurit with the client. Close interaction with the Support and Projects department Any other duty that is expected of you to fulfil your duty or is requested of you by your line manager. Key Performance Areas:o Client Retention.o Client Profitability - Manage the cost vs. sales.o Sales targets – sell more services to existing clients.o Ensuring overall service levels are met.o Improve client satisfaction.o Growing the client (services, SLA’s etc.) This will be the primary cross sales conduit.o Number of meetings with clients/time spent with the client (reactive vs. proactive).o Support business analysis and other strategic projects.

Managing major incidents within the BP/Marathon Oil drilling, refining and retail environments in the Americas and EMEA, according to ITIL best practicesFront-line customer facing responsible for time-sensitive issues requiring urgent problem solving Taking full incident ownership to ensure a functional, effective and efficient management across multiple service lines, vendors and client locationsProviding RCA of incidents by analyzing incident trends, and presenting findings to the businessContract included LAN, WAN, Voice, Wintel, Exchange, Citrix, and Antivirus support for 33 sites and 5000 servers and 3 mega-data centresEnsuring that SLA targets are metCommunicating the progress of escalated incidents to internal and external management.Working closely with supplier incident managers to ensure services are restored in a timely and efficient mannerWorking with the service desk to examine work queues for incidents in jeopardy of missing service agreements Incident management duties:Mobilising appropriate resources at the start of, or during, management of the incidentChairing business and technical "meet me" lines (conference calls)Sending incident notices in a timely manner to the affected client baseKeeping staff members informed of the service restoration progressParticipating in MPRs (Major Problem Reviews)Achievements:Engineered all incident/problem management processes to ensure an end-to-end service.Proposing and implementing telecommuting process within the Service Management GroupActing as facilitator to resolve ongoing network problems on 300 SAP servers (ad-hoc project)Selected to act as Wintel Server Team Manager for 4 months Sept - Nov 2009 until a permanent appointment could be made. (Secondment) As Wintel Server Team Manager, managed the day-to-day activities of 12 senior server support engineers working on a global outsourcing contract for Marathon Oil (USA).

Providing contract-based IT consulting and technical support services to small and medium-sized corporatesAchievements:Managing the tender process for the research and implementation of a Nomadix based Trapeze wireless network at Mandela Rhodes Place (luxury hotel, residential and retail property in the Cape Town CBD)Head Developer on various websites and e-Marketing campaigns

UBS is one of Europe's largest investment banks and employs 80,000 staff members worldwide.Responsibilities:Data coordination, modelling and analysis of global IT and operational risk projects, reporting to the office of the Global COOProcess design and implementation Development of management reports and presentations for the EXCOProblem management regarding operational abnormalitiesAchievements:Implementation of operation risk framework in the Investment Banking Department (in the role of Junior Analyst reporting to the Programme Manager and Global COO)Development of banker "report cards" for all MDs, showing their performance and income for each of their sectors, countries and productsProject Trajan - the cleanup of PETRA database (primary deal pipeline database)

Areas of specialization: Service level, Incident, Problem and Change management. Clients included: Capitec, ABSA, Kumba, Iscor, SANParks, Government & Private sector firms.Responsibilities:Managing major IT-outsource accounts at a national level utilizing ITIL best practicesITIL process design, implementing Remedy, UAT and user trainingReport design and analysis (including SLA and Management reports)Client migrationsVendor management and client site visitsAccount management - CRMContract management - ensuring contracts are renewed timeously and that monthly income is receivedIncident/Problem management based on ITIL best practice methodologiesChange controlBusiness trend analysis based on incidents logged at the HelpdeskTraining and mentoring Helpdesk agentsProcess design and implementation

Role involved managing the daily operational IT support of major financial and retail companies. This included running a service Desk and managing the activities of eight field support engineersResponsibilities:Providing desktop and server support via the telephone and remote toolsWorking with ARS Remedy, MS Office Suite, and VisioApplying ITIL Best Practices, especially Incident and Problem guidelinesBeing the client's primary interface for all IT requirements covered in the contractCall logging, management and resolution (using ARS Remedy)Escalation of calls according to the relevant SLAManaging the daily activities and schedules of a team of eight field support engineersOperational logistical management and trend analysisReconciling job cards in preparation for billingProviding periodical reports to management for presentation to clientsCoordinating change control procedures in the hosting environmentCoordinating asset managementLiaising with different call coordinators, FSEs and support managers throughout all the regions

Providing support to dial-up users via telephone and e-mail on topics such as modem, email and Internet installation