I head-up up Voice Comms as well as MultiMedia Services for Nedbank.

I joined BT SA on the 01 October 2015, heading up a Government contract

• Building strong relationships with your relevant client and internal Dimension Data stakeholders (spanning various levels, BUs and support functions).• Ensure that an exceptional client experience is delivered through management of all operational engagements and activities to the client across Business Units, all contracts and Dimension Data brands.• Ongoing measurement of client satisfaction and implementation of improvement actions to improve client sat ratings.• Participate in contractual and SLA negotiations, including MSA, service definitions and service levels.• Total financial management to ensure cost management, profitability and the adherence to financial processes, e.g. billing, debtors’ days, budget management.• Management of financial reporting and forecasting.• Identify new business opportunities and retain existing business revenue.• Work closely with the Client CIO, IT Director and\or other stakeholders to understand strategic initiatives that impact on the partnership.• Prepare and negotiate any contractual changes.• Ensure governed steering committees with relevant stakeholders and manage the resulting actions and outputs.• Accountable for delivering services against agreed Service Level Agreements (SLA’s) or other contracts with the client.• Participate in the client strategy sessions to identify Dimension Data opportunities for technology solutions and services, and drive this through project implementation.• Accountable for implementation of governance internally, as well as contracted governance on a tactical and strategic level. This includes all contractual reporting and obligations. • Accountable for the monthly internal Client Business Review pack and presentation. All aspects of your delivery to your client will be formally assessed during this presentation

• Responsible for ensuring IT services provided by the various vendors meets the business requirements within a large financial sector• Manage the service delivery team and other direct service suppliers in a service partnership as ‘One Service Team’ with the customer by heading up an consortium of vendors and owning the role of the SSA (Single Service Aggregator) • Working and liaising with client management personnel at Executive level• Define and thus responsible for implementation of site specific and national governance and service delivery framework in line with Service Delivery Management standards and processes as well as ensuring best practice in the area of responsibility• Responsible for service provision and thus contractual obligation through ensuring constant fulfilment of client specific Service Level Agreements (SLAs) as well as Operational Level Agreements (OLAs). • Provide accurate management information to all relevant stakeholders through effective reporting and knowledge management. Conduct customer, service reviews (e.g. SLA, penalties) and track derived measures and activities• Develop demand forecasts with account teams so that LOS can plan and deliver end-to-end services.• Managing a team of 4 managers (direct reports) as well as a delivery team – a compliment of approximately 80 staff• Accountable for Problem Management, Incident management, Change Management and Service Level Management.• Create and manage the account/business unit cost budget and maintain approval authority for expenditures for the account in line with the authority matrix.• Innovation strategy – understanding the client’s road map and align our solution to map to their strategic plans considering short-term and long-term operational planning in respect of existing and emerging technologies

• Managed a Networking technical team which includes the delegation of tasks, mentoring, motivating, recruiting, and training of staff, as well as conducting regular performance appraisals• Acting as single point of contact for all network related activities and have overall responsibility for the Managed Network Services (MNS) delivered • Maintaining constructive relationships with account managers, service delivery managers (SDMs) and various vendors stakeholders• Monthly service reporting, which includes volumetric data, SLAs and RCAs• Managing daily service review (DSR) and change control meetings, and managing service restoration teams (SRTs) • Budgeting and financial reporting• Managing the delivery of third-party suppliers services• Managing efficient resourcing for Network related projects• Recommending and driving client specific innovation and service improvement initiatives• Providing network solutions and cost estimates for new business bids/proposals• Developing and maintaining relevant processes, procedures and documentation.

•Responsible for the delivery of the Network infrastructure for a region by providing new and maintaining existing infrastructure•Manage and co-ordinate the constant change of Network designs and implementations•Drive the implementation of the processes (e.g. Change, Incident, Problem, Release, SLM)•Run effective Meetings for Incident and Problem (or the equivalent thereof).•Run effective Change Approval Board Meeting for Change management•Approve logged problems for further investigation and resolution•Ensure that appropriate Network monitoring is in place for billing purposes•Manage/Co-ordinate the Daily Network Severity Report meetings on a National basis•Manage technical team to provide fault resolution and Network provisioning for the customer•Responsible for the creation, analysis and presentation of the Network analysis reports to the customer as and when required•Ensure that all issues are communicated effectively and timeously to the stakeholders involved•Actively Manage Service Providers with respect to service provision as part of an overall service delivery•Identify opportunities to improve quality of service provided and ensure agreed initiatives are implemented by the service provider according to plan

IT Infrastructure - Technical Specialist•Build infrastructure and solutions, configuring, upgrading and deploying them in alignment with overall capacity and utilization planning and Business objectives•Ensure the most reliable, flexible, scalable and cost effective methods and technologies are utilised to meet all core network SLA targets.•Requirement for 24x7 core network availability by ensuring the resilience and flexibility of the core network.•Manage defect prevention by ensuring effective root cause analysis of failures, thereby facilitating the reduction of repetitive faults.•Ensure the maintenance of the core network infrastructure during business hours and after hours.•Implementation of solutions and innovation in line with network architecture.•Prescribe and implement change control policies and procedures.•Ensure timely communication of all planned work to clients and internal departments.•Assist in managing project teams during the roll out of complex solutions.•Monitor capacity issues on the network and advise the IP Operations Manager, making recommendations as appropriate.•Plan capacity for the network and order upgrades as required.•Risk management – ensure that relevant risks are identified, communicated and managed.•Quality management – ensure that procedures and processes are in place and that quality control is managed and monitored.