Gavin Naidoo Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Effectively lead a team of over 30 direct and indirect reports (across APAC), and report directly to the Senior Vice President of Customer Operations based in London, UK.Spearhead and oversee the development, implementation, and operation of Mimecast’s Information Technology Operations (security cloud-based services) strategy across the APAC region, to ensure alignment with the organisations strategic and operational plan.Drive alignment to delivery, planning and reporting competencies and standards to meet the organisations needs and overall corporate strategy, managing expectations and demand effectively.Coach, support and mentor the team to deliver the customer experience and technological road map requirements through innovation to improve customer experience within a regulated environment.Define and embed the capabilities for IT governance management and ensure appropriate compliance is in place and adhered to.Ensure IT data, security, risk management, disaster recovery and business continuity strategies and plans are in place and conduct regular reviews for adequacy with customers.Collaborate with key business stakeholders to develop and implement architecture solutions and system interfaces that facilitate interoperability within the business to provide consistent and controlled exchange of data and information to meet customer outcomes.Build relationships with key stakeholders to provide insights on business needs, mitigate system and architecture risks and resolve issues to optimise business cost, service, and quality outcomes across APAC.Execute, review and evaluate the implementation of change management projects and activities including assessment of impacts.Work in collaboration with all business units and functional areas to drive a high standard of delivery across technology projects, utilising both traditional and agile principle-based ways of working to continually drive efficiencies.

Melbourne, Australia

Develop and deliver a strategic technological vision encompassing software, infrastructure and architecture to meet the organisations customer lifecycle in a fast-growing SaaS organisation across ANZ.Provide leadership, direction and technical vision to the team and promote, document, and implement systems infrastructure best practices for the Customer Success, Professional Service and Support teams.Design, build and implement a differentiated operating model with a focus on defining customer portfolios, prioritising retention and acquisition efforts while creating customer value, engagement and loyalty.Drive an agile and creative culture, ensuring that both a high quality and a high output mindset is balanced with the demands of a fast-paced environment.Spearhead the successful onboarding of new customers and the delivery of consulting services, ensuring customer technical support delivery through the achievement of leading standards.Drive digital transformation and improve the delivery of quality services for the organisation by providing strategic advice, information and reports on diverse and complex technology operational matters to facilitate informed decision making and influence outcomes.

Johannesburg Area, South Africa

Report directly to the Chief of Infrastructure for Telkom Business Connexion and drive revenue growth and budget achievement for a total revenue budget of $90M AUD per annum.Spearhead the development, implementation, and transformation of technology investments and product management across the Wintel, Customer Support, and Network division.Lead technology initiatives for the largest SI (System Integrator) in Africa, encompassing Advanced Managed Services (Microsoft Services), End-User Management (End User Support), Global Service Management (Service Desk/Contact Centre), Microsoft Lifecycle Management (Licencing), Management Network Services (Network Operation), Security Services and Interg8 (BCX Subsidiary).Mentor, lead, and coach product-centric and IT specialist teams (8 Business Unit Managers, 1 Subsidiary and a staff compliment of approx. 1000 employees) to deliver on complex platforms including technical, design management, engineering productivity, continuous integration and deployment.Spearhead the optimisation of the company’s infrastructure (and other cloud environments) with an emphasis on information security and cost-effectiveness.Partner with the business and provide technology consulting based on a deep understanding of the business context and drivers, as well as advise on their strategic business technology options.Ensure change initiatives within the business areas are delivered effectively to agreed outcomes, including managing project resources, liaising with stakeholders, and orchestrating across vendors.Take ownership and accountability for information security controls and the delivery of key information cyber security and technology deliverables.Represent the organisation at international technical conferences, participating in discussions and providing leading-edge thought leadership in the infrastructure sphere.

Midrand Johannesburg

Lead strategic and business planning activities for national onsite and remote end-user support services, manage annual budgets and cost control while driving a culture of high performance, best practice, and continuous improvement.Manage the performance of 370 direct and indirect reports and ensure the delivery of end-user support services meets its objectives and that staff is supported, mentored, and developed to achieve optimum performance.Build and manage relationships with key stakeholders to provide insights on business needs, mitigate system risks and resolve issues to optimise business cost, service, and quality outcomes.Lead the development of strategic plans and policies relating to infrastructure improvements and extensions to the system service network.Spearhead the development and implementation of an infrastructure strategy and methodology that ensures the organisation has a robust and creative environment that is managed to ITIL and relevant industry standards.Manage contracted services to ensure budget, timelines, outcomes, and deliverables are met within the agreed terms.Participate in major client end-user support projects as a Subject Matter Expert (SME), providing input on functional technical and environmental matters.

Midrand

Lead and mentor the National IT Technical Services Team (160 employees) in the delivery of IT Technical support to end-users as a managed service.Propose and maintain the infrastructure to support the current and future business needs.Establish and maintain effective relationships with stakeholders across the business.Maintain and review Disaster recovery plans and systems related to end-user productivity.Continually seek to leverage and optimise the return on investment, functionality, performance, and availability of existing IT infrastructure and technology.Maintain a vigilant focus on Cyber Security trends and threats and implement controls and measures to mitigate security risks.Establish, maintain and govern the processes and practices for the IT Technical team including budget, revenue, and cost-saving initiatives.

Johannesburg Metropolitan Area

Customer Services / Contact Centre Manager for Arivia.kom an Information Technology & Services organisation in South Africa

Masters, Project Management

Itil Foundations V3, Itil

Executive Leadership Program