- Foundation of a Customer Project Management Office.- Responsible for governance, methodology, practices and operations of the project management office.- Ensures compliance to all quality procedures and policies applicable to the product development project planning and reporting.- Resource management responsibility of all project management roles accross projects- Responsible for quality of planning deliverables and quality of project performance metrics. - Accountable for completeness and timeliness of project planning actions including resource planning, critical chain planning and budget planning/forecasting. - Responsible for organizational capabilities of the PMO, ongoing skills development. - Responsible for measurable improvement of PMO excellence by using advanced tools and methods for planning and execution of product development projects. - Direct responsibility for timeliness and completeness of required project plans and performance metrics updates. - Develops and enhances best practices for planning and execution projects.

- Actively participate in the development of best practices, policies and procedures, providing independent assurance in terms of health checks, gate reviews, and prioritization, ensuring effective decision making and escalation/resolution.- Proactively assist the teams in the Delivery Portfolios by providing direct support, expert advice and direction regarding best practices, support with on-boarding of Project Managers ensuring consistent knowledge on ways of working.- Providing support to project teams on how to carry out project management activities efficiently, consistently and to the required standard.- Be responsible for the definition and development of reports and dashboards for Organic Growth and Projects that will promote results driven by effective decision making, also provide insight into the performance of the services provided by the PMO.- Ensure that a common standard is being applied across the different Projects/Organic Growth delivery streams.- To promote and nurture a proactive, continuous improvement and transformation culture across the team which embraces change as an opportunity for providing more added value.- Provide the insight to the business and delivery functions that will enable them to apply learnings to future projects and deliver even greater benefits.- Actively participating in the Agile transformation approach and continuous improvement

- Project Scope Management: Responsible for delivering the agreed outcomes required from the project. Conduct stakeholder analysis, define and manage customer expectations both stated and un-stated.- Project Time Management: Estimate times for all activities and prepare delivery schedule. Control performance to meet the deadlines according to the schedule.- Project Cost & Procurement Management: Plan, allocate and manage budgets. Manage third party equipment and suppliers.- Quality Management: Early involvement during the quotation phase and has extensive contacts with the customer headquarters to refine exact needs. Needs to ensure high value delivery value to customer.- Project Human Resources Management: Interact with all stakeholders, maintain engagement of team members.- Project Communications Management: Responsible for internal and external communications and management reporting. A key deliverable for this activity is the production of the POM document (Project Overview Message).Provided visibility into the status and progress of activities, linkages, and dependencies across the organization.- Project Risk Management: Ensure early capture of risks and preparation of mitigation plan.- People management: Leader coordinating / managing a number of individuals in support of an account. Provide day-to-day guidance and mentoring to new and existing staff. Manage project specific teams as required.- Financials: the project manager is committed to manage the finances for a project and control expenditures. The Project Manager manages the P&L and controls the cost to deliver.

- Leading the launch of new initiatives/projects in South Africa, Zambia, Zimbabwe and Mozambique (Including initiatives/projects done in co-operation with contract manufactures)- Leads the Project/Initiative team in the successful completion of their assigned tasks within schedule, allocated budgets and scope to the required quality- Ensure all planning elements are integrated into the overall CPS for the initiative/project to ensure excellence of execution and On Time Delivery of all Initiatives/Projects.- Responsible for the delivery and daily management of activities.- Responsible for Quality Assurance; ensure project is delivered to scope and ensure any deviations are processed via defined Change Management process.- Lead supply network operations planning through transition from initiative to going business and ensure that we have an end to end and aligned supply network design that delivers the initiative strategy for supply capability.- Supply chain planning single point of accountability for integration of initiatives, product changes, and other major changes into the supply chain to production site(s) and markets.- Responsible to identify critical issues and area of concerns of the supply chain, Customer Service, Inventory, SNO Initiative Costs – also owns resolution of supply chain issues.- Ensure that we have operating strategies (market shelf-back, category, and site) and BCP’s that are aligned with the initiative strategy. - Ensure the supply plan is sufficient to support the initiative, including PS sales samples, customization requirements- Ensure, or aggregate, the shipment forecast creation for all markets, and verify demand flow to all producing sites and managing PIPO related to initiatives to deliver the approved level of NPI and scarp.- Ensure all supply chain planning master data is complete, linked, and activated.

- Ensure compliance with performance targets (SLAs, MTTRs, and GTTRs) and overall customer satisfaction and that all KPIs are met and that we are following the ITIL guidelines.- Monitoring the trends of every parameter affecting the service quality delivered by the team including all the aspects of the team.- Responsible for maintaining services for major entities.- Mentoring and assisting in transferring skill sets from senior members of the team to the new comers of the team (including the skills required for supporting newly added services to the customers like O365 and Cloud computing based services)- Engaging periodically and proactively with the customers directly or through the CSMs through conference calls to minimize the gaps between the service desk and the customer and to know the customers issue and creating plans to improve their perspective and satisfaction.- Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.- Responsible for ensuring the adherence to company policy, process & procedures.- Key Achievements during that time period: • Achieved and exceeded the team’s KPIs targets for H2-2013.• Achieved and exceeded the CSAT targets for H2-2013.

- Ensure all faults/inquiries are logged and processed in a speedy and effective manner and distributed efficiently and fairly across the shift members.- Responsible for maintaining services for major entities. - Mentoring and transferring skill sets from senior members of the shift to the new comers of the team.- Responsible for ensuring the adherence to company policy, process & procedures during the shift and acting as a point of escalation.- Key Achievements during that time period: • Achieved and exceeded the team’s KPIs and CSAT targets for H1-2013.• Achieved the Highest CSAT Score award.• Achieved and exceeded the team’s KPIs and CSAT targets for 2012.

- Responsible for trouble shooting any layer 2 or layer 3 problems over our customer’s network.- Dealing with Nortel Switches (DPN and Magellan Passports, IPSec Boxes & Cisco Routers)- Services: X.25, ATM, Frame Relay, Voice over IP, ISDN Backup.- Responsible for maintaining services for major entities. - Key Achievements during that time period: • Achieved the personal KPIs and CSAT targets for 2011• Award for participating in a successfully implemented BCP during the 25th of Jan 2011 Revolution• Achieved the personal KPIs and CSAT targets for H2-2010• Team of the Quarter Award Q2-2010