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Work Background
Kerridge Commercial SystemsSenior Service Delivery Director / VP
Jun. 2024South AfricaLead Service Delivery teams supporting specialized or distributive ERP software, ensuring the smooth delivery of solutions to customers reporting incidents and / or service requests. Achieving internal key performances objectives around achievement of service level objectives, Backlog ratios CSAT, ASAT and CES closed case survey responses. Overseeing and nurturing a team of Directors, Managers, and Heads of Service Delivery driving forward the company and department strategic goals.
Provide strategic, operational, and personnel leadership to the Service Delivery department, focused on Distributive or Specialized software.
Advocate for people, ensuring trust, diversity, equity and job satisfaction.
Advocate for the customer within the organization, spearheading initiatives to elevate customer satisfaction and foster loyalty.
Inspire and lead a high-performance Service Delivery team, nurturing a culture of accountability, collaboration, and continuous improvement.
Provide mentorship and professional development opportunities to cultivate a highly skilled and motivated workforce.
Maintain a prominent role in the Senior Leadership team, upholding core values and advancing the Service Delivery strategy.
Lead end-to-end incident resolution, serving as the senior management escalation point during major issues.
Implement and champion best practices in Service Delivery, incident response, and customer engagement.
MassmartTechnology Service Delivery Executive
Nov. 2018 - Jun. 2024SunninghillOversee a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. Manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
Duties & Responsibilities:
Lead multi-discipline, cross divisional, projects in optimization and transformation. Oversee project budgets and provide inspirational leadership to multi-disciplinary teams across the organisation. Manage relationships with external suppliers and consultants and ensure appropriate skills and talent are identified to fulfill specific project requirements. Maintain awareness of the performance of individual projects/programmes/ service providers, including the identification and resolution of risks, critical issues, and opportunities. Manage resources within the support team and identified projects. Prioritize and plan resourcing across the product delivery cycle to ensure that sufficient capacity exists to deliver the agreed objectives. Ensure effective and efficient governance. Introduce ITIL as preferred framework into a previously non-service orientated company. Coordinate the IT services requirements across group and divisions. Select and implement suitable technology to streamline all internal operations and help optimize their strategic benefits. Design and customize technological systems and platforms to improve customer experience. Develops enterprise-wide Service Desk and service management strategy. Align IT objectives and programs to enterprise objectives and strategies. Drives continuous improvement and productivity to align with industry trends (i.e., identifies new technology, tools and processes that support Service Desk operation, implements proactive solutions to reduce call volume, enhances quality of customer experience).
MassmartSupply Chain IT
Jul. 2016 - Oct. 2018Johannesburg Area, South AfricaDuties & Responsibilities: • Manage and support SAP architecture
• Application maintenance and management
• Division management
• Support and manage integration process
• Implement governance structures using Solution Manager, governance frameworks (ITIL, COBIT)
• Provide an IT and application support • Implement PMO (project management office) or CAB (change advisory board) to the strategic initiatives and business operations.
• System implementation and process management/improvement
• Strategy development and management
• Unpack the IT strategy into operational plans • Identify possible quick wins and / or solutions for different areas
• Gap analysis and needs identification
• Develop and maintain the supply chain group IT architecture • Translate and define impacts of business requirements on IT architecture • Risk management and assessments
• Provide supply chain IT architecture guidance to supply chain and IT communities
• Implement appropriate IT framework • Educate supply chain community on IT framework
• Assist internal audit with supply chain IT system audits
MassmartApplications Manager
Mar. 2015 - Jun. 2016Johannesburg Area, South AfricaDuties & Responsibilities: • Ensuring production systems uptime and data integrity • Management of 3rd parties
• Manage product lifecycle of application software. • Requirement identification and management
• Software architecture and computer programming
• Software testing and maintenance
• Change management
• Continuous integration
• Project management • Release management
• Project monitoring and reporting to ensure timeous implementation of solutions. • Risk management and mitigation
• Process and project implementation
• Technical support and manage service providers
• Focus on the continuous improvements of 1st, 2nd and 3rd line
UCS SolutionsSAP customer Services Delivery Manager
Oct. 2011 - Mar. 2015SunninghillPosition Overview:
• Responsible for the entire end to end customer landscape from an SAP perspective. This includes functional and technical support requirements, system uptime, sales reporting and system optimizations. I was also responsible for ensuring calls are managed within agreed SLA’s and recommending best practice and or optimization of technical and functional requirements. Achievements:
• Received the “Inspiring leadership” award at CEO award ceremony 2013 and was once again nominated in 2014
• Managed to turn around a critical care customer into our best customer and biggest advocate of our services
• Optimisation of processes (decreased runtimes of systems, less outages, better maintenance schedules with less customer impact)
Sybase South AfricaCustomer Delivery and Operations Services
Jan. 2007 - Jan. 2010Position Overview:
• Product Manager (Enterprise Architecture) & Service Manager (Database and Technologies) at Sybase South Africa.
• I left the contracting position at Caridon after I accepted the permanent position of Product Manager (Enterprise Architecture) and Service Manager (Database and Technologies).
• I managed a team of support and projects resources from smaller insurance clients to big financial institutions. The main purpose of this role was to ensure customer requirements are met; expectations are managed as well as additional revenue is obtained within existing customers and new customers, by recommending new products, new services and / or changes to processes. Achievements:
• Assumed a lead role in pitch team meetings due to strengths in presentation and negotiation skills
• Nominated for CEO award, implementations, leadership
Caridon Business SolutionsManaging Consultant
Jan. 2007 - Jan. 2009• FMCG industry customer ERP implementation. • As a managing consultant I assisted a major player in the FMCG industry to implement their ERP solution.
• This included business process optimisation and mapping, project management and documentation of new and proposed processes. During this time I was also responsible for the implementation of a metadata management solution within the financial industry (technically) and assisted Sybase South Africa with banking system implementations, project management and business analysis.
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