This role is responsible for the delivery of large Global SaaS payment solutions in the public Cloud.Key concerns are ensuring the alignment of project and service delivery with all ACI contributors and stakeholders including the executive layer. This is a new product offering requiring the discovery and establishment of new approaches and internal organization. Success is determined by on budget on time delivery and referenceable customers.

Focused on key European accounts. Responsibility for the full range of ACI Service engagements at the customer accounts with particular attention to improved quality, growth, and profitability goals.

Promotion within the services manager role

Primarily focused on Benelux and Eastern Europe. Key areas of responsibility in the PIE business are ownership of service delivery engagements and increasing overall revenue against profitability goals with new engagements.I have made significant and consistent contributions to PIE Europe’s success in achieving its annual targets by supporting sales while managing a considerable portfolio of engagements. Several of the accounts are large strategic customers requiring significant coordination across the ACI organisation to ensure customer satisfaction. The Premium Customer Support services were identified as pivotal in maintaining customer satisfaction and motivators to secure significant long term customer signings in the second half of 2018.Responsibilities:  Accountable for meeting or surpassing Project Profitability targets and Project Delivery schedules within the region  Maintaining high customer satisfaction and employee engagement through partnering with internal stakeholders Manager and team are responsible for producing Services Estimates, Impact Assessments, Service Description Documents and Statements of Work when required for all Opportunities within the region and otherwise supporting the pre-sales process.  Assigning project teams which deliver high quality projects which meet or exceed schedule and cost estimates. Attracting, managing and developing talented team members who drive outstanding performance.

This role is the same as that as that I currently have in Europe. I took the opportunity mid-year to move to Europe and take on the challenge of several strategic accounts based in Europe.

Overseeing a group of 18 Support Analysts in Cape Town and a further 4 Support Analysts in Melbourne. Help24 is tasked with the resolution of technical support incidents and technical product questions from customers relating to ACI supported products and CSMs. Additionally Help24 provides 24x365 support on Severity 1 incidents.Responsibilities include:- Regular interaction with customer representatives, ACI regional offices, Global markets, development and delivery organizations.- Acting as escalation point for support analysts, developers and issue managers for complicated and/or sensitive incidents and to facilitate driving these incidents until resolution.- People management responsibilities include the provision of leadership and mentorship for team members’ personal growth, building team morale and providing feedback on their performance.- Responsibility for the overall performance of the team in achieving the Key Performance mandates of Global H24.- The development and execution of initiatives to increase the overall performance of the Help24 team, the focus of these initiatives vary from local H24 performance to those with global strategic H24 impact.Additional activities include:- A member of the Cape Town site senior leadership. Site management responsibilities inclusive of employee engagement to overall site maintenance.- Membership of a team of 8 subject matter experts tasked with the rework of the existing project implementation methodologies in ACI. The resulting Implementation Methodology framework is in the process of being rolled out across the organization.- Member of the Cape Town talent management group focusing on the attraction of external talent to the Cape Town site, this includes involvement with interview and selection processes, upgrading and helping presentation at the University open days.

 Responsible for Postilion APEX L3 support team. Acting as escalation point for Issue managers with complicated and/or sensitive incidents and to facilitate driving these incidents until resolution. People management responsibilities include the provision of leadership and mentorship for team members’ personal growth, building team morale and providing feedback on their performance. Responsibility for the overall performance of the team in achieving the Key Performance mandates of APEX L3.

 Technical Lead for the IST L3 team. Production support to operations teams including: Prioritization of supporting tasks Assisting with the definitions and monitoring of the production support procedures; Deep technical investigation coordinating client business needs with development and product management; The resolution of production support issues per strict Service Level Agreements;

Entailed working in the adapters business unit (a team of two software engineers), which provided custom integration solutions, focused on financial treasuries, that are tailored to fit into a multitude of diverse business processes and environments. The current range of existing adapters cater for various exchanges (such as Safex, Yield-X and BESA), back office systems, message transports (such as MQ and file queues), and other trading and treasury platforms. Responsibilities particular to my position included:- Consultation with businesses in order to perform evaluation and analysis of requirements, production of proposals, costing and technical design of the projects. - Coding development of the project, full testing of the product and roll out. - Product support. All released products are supported by the software engineers in the adapters unit. Since many of the adapters products are integrated with live trading platforms in the clients treasuries, response times of less than 30mins are often required as the systems are critical to clients business. Clients included 4 of the top 5 banks in South Africa, as well as a number of other top financial institutions.

Based in the Agronomy department my initial role in this position was to design, development, release and maintain Decision Support Programs (DSPs). At the end of 2004 this was expanded to include research and supervision of development projects. DSPs are IT based systems developed from SASRI knowledge and models for use in the sugar industry by farmers in particular. Projects that were in my portfolio, that were in development and pilot project phases include: an SMS irrigation advice system using daily weather data collected from local automatic weather stations, an Oracle Portal application which models the growth and soil conditions of crop scenarios, a web based application used to determine optimum cultivar selection for a farmer and a desktop tool to select optimum herbicide tank mixtures. Additionally I have developed image-processing systems to provide improved measurements from herbicide and crop physiology trials. In 2005 I was appointed as project manager for a project I designed to explore the use and development of applications for PDAs to be used by Extension Officers.The main responsibilities of the position:- Responsible for the monthly crop forecast, and further development of the forecasting system.- Supervision of the Automatic Weather Station system and the agronomy Oracle database- Annual IT budgeting for the Agronomy department, providing presentations and reports on the DSPs. - Research and the publication of scientific papers. I have been an author on 5 scientific papers and 1 poster (senior author on 3), two of which have been published internationally.