Hard worker, who believes in honesty and integrity. Good social and interpersonal skills. Quick learner who always looks for opportunities to improve the quality and efficiency of services being provided. Always up for a challenge and good at handling stressful situations. Excellent troubleshooting and problem solving skills. More than 16 years Regional and Enterprise IT experience.
Skills
Service Delivery Management, KPIs, SLAs, Metrics and Reporting
IT Infrastructure Operations (Networks, Data Center)
IT Management
IT Service Desk and End User Computing
ITIL/ITSM Process Design and Tools Integration
Vendor and Outsourcing Partner Management, Local and Offshore
Education
Prestige CollegeSouth Africa, Expected in 2000 ā āAssociate of Science:Masters Computer Diploma - GPA:
Prestige CollegeSouth Africa, Expected in 2001 ā āBachelor of Science:Computer Network Specialist Diploma (MCSE) - GPA:
Certifications
Microsoft Certified Professional - Microsoft: 2001Ā
ITIL - Foundation
Certificate in IT Service Management ā Pink
Elephant: 08/2006
ITIL - Change &
Release Practitioner Certificate in IT Service Management ā Pink Elephant: 09/2006
Management for New
Managers ā Astrotech: 03/2008Ā
ITILĀ® Foundation Certificate in IT Service Management - AXELOS/PEOPLECERT: 01/2016
Work History
UTi Worldwide Inc. - Global Infrastructure Operations Service Delivery Manager City, , 06/2014 - Current
Develop and maintain excellent
business relationship with the Business\Regional IT organizations. Ā
Ensure an Infrastructure
Operations Service Catalogue is implemented and maintained, and as a minimum
includes a full Global Applications Inventory linked/related to a full Global
Infrastructure Inventory. Ā
Ensure Infra Ops OLAās are defined
and implemented with all internal UTi IT Operational Support organizations. Hold
regular Operational Level Review meetings. Ā
Ensure Underpinning Contracts are
defined and implemented with all 3rd party vendors and suppliers,
and regular Service Delivery and Governance meetings are held. Ā
Participate in Global CAB to be
aware of planned changes that may impact availability of the operational
infrastructure environment. Ā
Participate in support,
resolution and communication activities in the event of Major Operational Infrastructure outages or incidents. Ensure Post-Mortems
and RCA's are provide in a timely manner to customers (Business\Regional IT).
Implement and provide appropriate
Management Reporting.
Participate in transition activities
to ensure all new Applications and Infrastructure Solutions deployed into
operation are updated in the Infra Ops Service Catalogue and Inventory. Ā
Implement Continuous Service
Improvement processes to ensure that Infra Ops Service Levels always meet or
exceed Business\Regional IT expectations. Ā
Implement Service Level
Management processes to ensure that OLAs and UCs are always aligned with Business\Regional IT
requirements within boundaries of scope and budget.
Take ownership of Infra Ops
related projects if/where required.
UTi Worldwide Inc. - Branch Service Delivery Manager City, , 06/2013 - 06/2014
Responsible for delivery of a high quality technical support service
to the business that meets Enterprise IT standards for the entire Africa region. Ā
Manage and develop a team of 40 engineers and analyst throughout
Africa who provide first line IT support to the business. Ā
Development of deep working relations with the Enterprise Remote
Operations Support teams, to provide appropriate management direction and to
identify trends and opportunities for improvement. Ā
Build good working relations with local business management, since
the role acts as the first point of escalation, when the service quality delivered
is below expectations. Ā
Prepare and manage budget for Africa Branch Service Delivery team.
UTi Worldwide Inc. - Location Based Services Team Lead Coastal City, , 04/2011 - 06/2013
Responsible for leading and mentoring the IT technical support team
(location based services) in providing expert support to the UTi business and employing a high degree of leadership, business acumen, customer service, technical
expertise, and timeliness. Ā
Managing 12 IT engineers and analysts in 4 different South African regions (Cape
Town, Durban, East London and Port Elizabeth).
UTi Worldwide Inc. - Location Based Services Analyst City, , 2009 - 04/2011
Provide local IT support to branch operational staff (Cape Town Office - South Africa). Ā
Project management of Enterprise IT projects.
UTi Worldwide Inc. - IT Service Desk Manager/Assistant ITSM Manager City, , 09/2007 - 2009
Manage Service Desk staff (4) supporting internal staff for Africa region. Ā
Take responsibility for day to day operations & activities. Ā
Assist ITSM Manager where needed with Managing other ITIL Service
Management disciplines (i.e. Change & Release Management, Incident & Problem
Management, Configuration Management and Service Level Management).Ā
Set quarterly objectives for each individual within the Service Desk
team.
Provide guidance and direction to members of the Service Desk team
in order to assist them in meeting their quarterly objectives. Ā
Project management of specific ITIL & ITSM projects. Ā
Continuously looking at ways to streamline/improve the current UTi processes
(IT and Business) and systems to provide a better quality service to their internal
and external Customers.
Accomplishments
Recipient of "IT Operator of the QuarterĀ Award" in 2006.
TOPS (Selected to participate in in-house management training course with
regards to Freight Forwarding industry jargon and the daily workings of each
department within UTi Worldwide).Ā
Managing 40 IT staff and the IT budget for the Africa region.
Relocated by company for Global Infrastructure Operations Service Delivery Manager role.
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Global Infrastructure Operations Service Delivery Manager
