Wayne Matthys Email & Phone Number

South Africa

Accountable for setting direction, managing, and controlling resources required to deliver contracted service delivery to 4500 Corporate Accounts across a mix of industries. • Collaborate and facilitate relationships with customers, to support market dominance. • Drive customer experience improvements. • Assist in negotiating underpinning contracts. • Manage and monitor financials (revenue and cost).• Lead and promote a culture of performance excellence, engagement… Show more Accountable for setting direction, managing, and controlling resources required to deliver contracted service delivery to 4500 Corporate Accounts across a mix of industries. • Collaborate and facilitate relationships with customers, to support market dominance. • Drive customer experience improvements. • Assist in negotiating underpinning contracts. • Manage and monitor financials (revenue and cost).• Lead and promote a culture of performance excellence, engagement, innovation, and transformation.Ensure long-term, healthy customer relationships, acting a bridge between the customer and operational delivery teams.Ensure the highest levels of operational service delivery.• Drive the overall performance of the portfolio.• Proactively monitor and manage customer satisfaction.• Drive the execution of service improvement strategies.• Collaborate with key internal stakeholders to continuously improve service delivery, address OLAs, and drive problem management.• Collaborate with cross-functional business leads to ensure service strategy enablement.• Keep abreast of technological advancements and best practices.• Build and maintain business relationships with key external stakeholders, providing subject matter expertise, and implementing contracted design deliverables that align with customer’s business objectives and needs.• Translating customer needs into service requirements.• Ensure that corporate governance is implemented and adhered to.• Drive operations, the delivery of IMACD projects, and compliance.Functional Knowledge ICT Products & Services; Service Aggregation, Service Management Strategy & Structure Development, Operations Management and Processes; Legislative Terminology; Customer Service Performance Analysis; Problem Solving; Change Management; Revenue Management; Regulatory Environment; ICT Industry; Converged Services i.e. Data Centre Operations, Security, Global Data & Voice; Database & Software Systems; Contract Management Show less

Centurion, Gauteng, South Africa

Responsible for co-coordinating the delivery of services to customers. Ensure long-term healthy client relationships, acting as the bridge between the client and our operational delivery teams.Ensure the highest level of operational service delivery- Implement & Manage Business/Operational Plan- Manage overall Service Delivery & Service Integration Operations- Manage and coordinate Service Strategy / Service Design / Service Transition / Service Operations / Service… Show more Responsible for co-coordinating the delivery of services to customers. Ensure long-term healthy client relationships, acting as the bridge between the client and our operational delivery teams.Ensure the highest level of operational service delivery- Implement & Manage Business/Operational Plan- Manage overall Service Delivery & Service Integration Operations- Manage and coordinate Service Strategy / Service Design / Service Transition / Service Operations / Service Improvements / Service Governance and Compliance- Manage overall SLA’s, OLA’s and back-to-back 3rd party agreements- Manage deliverables, tasks, meetings, contract compliance & governance- Support project teams and programme managers with all transition related functions- Manage and documents operational processes- Establish expected report management framework- Provide high level support guidance, facilitation & co-ordinate resolutions- Manage onsite SDM & partner resources- Sustain customer, vendor, and virtual team relationship management- Conform to support framework rules e.g.ITIL- Functional Knowledge ICT Products & Services; Service Aggregation, Service Management Strategy & Structure Development, Operations Management and Processes; Legislative Terminology; Customer Service Performance Analysis; Problem Solving; Change Management; Revenue Management; Regulatory Environment; ICT Industry; Converged Services i.e. Data Centre Operations, Security, Global Data & Voice; Database & Software Systems; Contract Management- Functional SkillsAnalytical; Good Communicator; Negotiation; Networking; Presentation; Problem Solving; Report Writing; Strategic Thinker; Decision Making; Empowering; Relationship Building, Commercial Awareness, Financial Awareness Relationship Building, Attention to detail, ICT Technologies, Analytical and Problem Solving Show less

Centurion, Gauteng, South Africa

Provides strategic business analysis services to business partners. Responsible for reviewing business processes from end-to-end to identify and address operational, financial and technological risks. Identify opportunities to improve efficiency. - Demonstrate up-to-date expertise in Information Systems and apply this to the development, execution and improvement of action plans by providing advice and guidance to others in the application of information and best… Show more Provides strategic business analysis services to business partners. Responsible for reviewing business processes from end-to-end to identify and address operational, financial and technological risks. Identify opportunities to improve efficiency. - Demonstrate up-to-date expertise in Information Systems and apply this to the development, execution and improvement of action plans by providing advice and guidance to others in the application of information and best practices• Manage customer relationships and expectations• Lead/participate in multiple projects by completing and updating project documentation; managing project scope; adjusting schedules when necessary; determining daily priorities; ensuring efficient and on-time delivery of project tasks and milestones; following proper escalation paths; and managing customer and supplier relationships• Provide leadership to team members and peersDeveloping process improvements or re-engineering and recommending elimination; integrating new systems and processes with existing ones; and partnering with internal and external customers to ensure systems provided meet the long-term business strategies.• Provide and support the implementation of business solutions by building relationships and partnerships with key stakeholders.• Monitoring progress and results; recognizing and capitalizing on improvement opportunities.• Provide project level analysis – producing required project analysis documentation (business requirements, scope matrix, use cases, sequence diagrams, future state proposals, UAT plan).• Collaborate closely with developers to implement the requirements, provide necessary guidance to testers during QA process.• Identify improvement opportunities (proactive and reactive)• Assess business process and system inefficiencies to increase adoption and customer satisfaction• Demonstrated fluency in business processes and process differentiation Show less

South Africa

To oversee and direct resources required to deliver the contracted services to customers by being fully - Implement & Manage Business/Operational Plan.- Accountable for overall Service Integration Management.- Financial Management- Relationship Management.- Customer excellence and operational effectiveness and accountable for NPS- Manage overall Service Delivery & Service Integration Operations.- Manage overall SLA’s, OLA’s and back-to-back 3rd party agreements.-… Show more To oversee and direct resources required to deliver the contracted services to customers by being fully - Implement & Manage Business/Operational Plan.- Accountable for overall Service Integration Management.- Financial Management- Relationship Management.- Customer excellence and operational effectiveness and accountable for NPS- Manage overall Service Delivery & Service Integration Operations.- Manage overall SLA’s, OLA’s and back-to-back 3rd party agreements.- Manage deliverables, tasks, meetings, contract compliance & governance.- Manage and document operational processes.- Manage Report Management Framework and documentation:- Manage Client, Vendor and Virtual Team Relationship Management.- Manage & Co-ordinate – Service Strategy/Design/Transition/Operation/Improvement:- Manage daily/weekly/monthly contract governance of CSS contracts.- Oversee continuous customer network audits to ensure correct billing:- Oversee Change, Capacity and Problem Management forums with customer interfacing- Monthly SLA review presentations to customer contract management and network operations at customer executive levels Show less

South Africa

- Manage the transition implementation end to end manage risks and issues in support of successful transition outcomes.- Identify the technical and operational streams to be involved in the transition, ensure that the streams are adequately represented and that they have a clear understanding of the services to be delivered.- Ensure that any shortfalls are identified, managed and communicated to the Program manager.- Ensure integration between services are met.- Ensures and… Show more - Manage the transition implementation end to end manage risks and issues in support of successful transition outcomes.- Identify the technical and operational streams to be involved in the transition, ensure that the streams are adequately represented and that they have a clear understanding of the services to be delivered.- Ensure that any shortfalls are identified, managed and communicated to the Program manager.- Ensure integration between services are met.- Ensures and oversees the handover into operations and obtains stakeholder signoff.- Understand the solution offered to the customer.- Ensure that transitioning methodology is thoroughly followed and enforced.- Implement and lead ongoing communication and forums with stakeholders, customers and team members to ensure successful transition.- Inform the program manager of and in place between the Telkom and customer processes and departments.- Engage with all relevant 3rd parties and vendors in support of the solution proposed. - Co-ordinate the creation of service documentation (service pack) in accordance with the proposal.- Understand the impact of legislation on Transition- Perform facilitation in respect of the transition workshops and communication to the customer user groups.- Implement and facilitate awareness sessions- Establishment of a migration handover pack to the transitioned environments as well as to the customer Show less

- Implement & Manage Business/Operational Plan- Manage overall Service Delivery & Service Integration Operations- Manage overall SLA’s, OLA’s and back-to-back 3rd party agreements- Manage deliverables, tasks, meetings, contract compliance & governance- Support the Program Manager with all Transition related functions- Manage and document operational processes- Establish Report Management Framework- Provide High Level Support and co-ordinate resolutions- Manage… Show more - Implement & Manage Business/Operational Plan- Manage overall Service Delivery & Service Integration Operations- Manage overall SLA’s, OLA’s and back-to-back 3rd party agreements- Manage deliverables, tasks, meetings, contract compliance & governance- Support the Program Manager with all Transition related functions- Manage and document operational processes- Establish Report Management Framework- Provide High Level Support and co-ordinate resolutions- Manage onsite SDM & Partner resources- Sustain Client, Vendor and Virtual Team Relationship Management- Conform to and Support Framework rules e.g., ITIL; and- Manage & Co-ordinate – Service Strategy/Design/Transition/Operation/Improvement- Team leader for the onsite Telkom Service Delivery Management Team accountable for service assurance on contracted and legacy services o Provide guidance, training, and an advisory function to a team of Service Managers on day-to-day operations, incident, activation, and problem managemento Coordination and resolution of high-level escalations from Senior Executive Managemento Coordinate high level projects and service improvement initiativeso Manage daily/weekly/monthly contract governance of contractso Coordinate continuous customer network audits to ensure correct billingo Coordinate service transitions with customer interfaces and divisionso Coordinate customer and Change Management initiativeso Coordinate Problem Management forums with customer interfacing staff and divisionso Coordinate Capacity Management in conjunction with network supplierso Monthly SLA presentations to customer contract management and network operationso After hour assurance standby and high-level support for team members on standbyo Also responsible for the role as Transition Manager on the customer network program and were responsible for the successful delivery and management of their Network Convergence Program Show less

South Africa

Business Administration And Management, General

Digital Business Management

Customer Service Management

Business/Commerce, General