Wayne Burns Email & Phone Number

Cape Town Area, South Africa

Accountability for the critical business strategic objectives to retain and support the growth of my client base portfolios through effective and well managed service delivery. Management and the negotiation of contract renewals and SLA’s for my client base.  Engage with all stakeholders (internal and external) to ensure the achievement of consistent service excellence to my clients. Demonstrate the capability to manage client, vendor and internal infrastructure that includes - Hybrid networks and cloud infrastructure.  Detailed experience of managing client and internal applications- Microsoft suite, ISPIC, Office365 and ServiceNow. Contract negotiation and risk identification, that includes SLA penalty management. Analyse client portfolios to identify risks to service continuation, report on revenue, identify up and cross selling opportunities and enhance service delivery for client growth and retention. Develop service plans, encompassing ITIL disciplines and IS service functions in collaboration with the client and IS stakeholders  Regular executive client engagement to represent and articulate the company’s sales, operational and retention value proposition thereby promoting the brand image. A senior business management role reporting to the regional executive ensuring the proactive identification and retention of churn.  Contract lifecycle management to enable governance, best practice policies and procedures for consistent application.  Comprehensive responsibility for all aspects relating to my client base, which include: strategic planning, revenue growth, retention management, vendor management escalations and delivery, account financial management, project management, service improvement and delivery.Key Achievements:  IS team collaboration successfully securing the Capitec Bank Premium Broadband services RFP

Cape Town, Western Cape, South Africa

Responsible for ownership and management of client relationships and the engagement from a service perspective, ensuring all services operate according to business requirements, expectations and keeping solutions relevant and fully functional at all times. Represent the IS brand in all strategic client negotiations and disputes.As SDM, I act as a trusted advisor and consultant, making recommendations for service performance improvements and helping clients enjoy the benefits of aligning with industry best practice.Responsibilities include managing strategic requirements by focusing primarily on: Retain and grow revenue Risk Management Problem Management Service Improvement Planning (SIP) Capacity Management Service Level Management Reporting Actively engage at a strategic level with clients and key decision-makersKey Achievements: Service recognition from DD  My strong client relationship secured the Direct Axis VOIS deal

Cape Town, Western Cape, South Africa

As regional area manager, with a staff compliment of 103 employees, my roll included strategically growing sales revenue to meet financial targets and implement best practice policies and procedures by employing and maintaining a dynamic, highly successful regional management team, to ensure the achievement of consistent service excellence to our client base

Cape Town, Western Cape, South Africa

Managed a team of EUC bench and field service engineers, providing desktop and onsite support for a range of ICT and networking products, supporting a large prestigious customer base that included Old Mutual, Standard Bank, First National Bank, Caltex, Engen, ABSA, Mediclinic and Investec Bank.

Cape Town, Western Cape, South Africa

Managed a team of field service engineers, providing a full range of IBM technical support to a large prestigious customer base that included Standard Bank, First National Bank, Caltex, Engen, Metropolitan Health Group and Medi Clinic.

Cape Town, Western Cape, South Africa

Managed a team of field service technicians, responsible for the installation, maintenance and Servicing of all equipment in the Industrial Division of Teltron, which incorporated De La Rue, Scan coin, Sanyo Office Equipment, Sanyo office Equipment, Security Camera’s and Drager medical equipment.

Cape Town, Western Cape, South Africa

Electrical And Electronics Engineering

National Technical Certificate, Electrical And Electronics Engineering

Education record