Gerhard Prinsloo

Results-driven professional with expertise in managing enterprise IT service delivery, stabilizing complex managed service environments, and translating technical priorities into accountable execution across globally distributed teams. Skilled in governing SLA, SLO, and KPI performance, strengthening service reliability / operational visibility, and driving corrective actions across multi-year enterprise engagements. Versatile leader with competencies in strategic account management, hardware and software upgrade coordination, and vendor relationship administration; known for earning Partner of Choice recognition from a leading U.S.-based software company.

Proficient in elevating customer satisfaction, increasing delivery efficiency, and reducing execution and downstream risks through structured automation and proactive issue management. Creative problem-solver with sound knowledge of ITSM practices and security-compliance; well-versed in managing cross-functional teams, improving service stability, and managing executive-level escalations through clear ownership and disciplined follow-through.

Delivery Manager | Site Reliability Engineer at Kyndryl (Formerly IBM Global Services) (2021-01 – 2025-01)

Delivered seamless data centre migration initiatives by planning, coordinating, and executing complex infrastructure transitions while minimizing operational disruption and maintaining business continuity. Optimized system performance and platform stability by analysing operational metrics, identifying improvement opportunities, and partnering with technical teams to implement performance enhancements. Supported cross-functional execution and stakeholder alignment by serving as the primary liaison between delivery teams, project teams, customers, and senior leadership to resolve issues and maintain project momentum.

• Boosted SLA performance, service stability, and operational productivity by 15–30%+ by deploying AI-enabled automation, AIOps capabilities, standardized playbooks, and predictive analytics for capacity planning and early risk identification.
• Enhanced operating margins by 5–10 percentage points while reducing billing disputes by 30–50% by strengthening financial governance, improving forecasting accuracy, enforcing scope and change controls, and validating billing processes.
• Exceeded operational performance, security, and compliance objectives by assuming end-to-end accountability for KPI achievement, governance, regulatory compliance, and enterprise security across service delivery operations.
• Strengthened global service delivery and operational performance by managing a worldwide team of technical delivery professionals responsible for enterprise systems and customer environments.
• Improved system quality, reliability, and service delivery by evaluating emerging technologies, implementing new tools, and driving continuous operational improvements across customer platforms.
• Elevated delivery visibility and operational decision-making by establishing KPI frameworks and performance dashboards that enabled proactive issue resolution, data-driven decisions, and reduced operational friction.

Service Delivery Manager | Service Integration Lead at IBM Global Services (2005-01 – 2021-01)

Managed global team of technical delivery professionals to execute complex projects across multiple regions. Maintained executive stakeholder confidence by cultivating trusted relationships across enterprise accounts and serving as a strategic advisor during critical escalations. Fostered cross-functional execution across distributed global teams by improving collaboration, standardizing delivery practices, and increasing throughput / delivery consistency.

Streamlined enterprise presales win confidence while reducing implementation risk by contributing executable delivery models and governance frameworks.

• Elevated client satisfaction by 15–25% while strengthening revenue retention across multi-year contracts by delivering consistent end-to-end execution for complex projects and managed services.
• Reduced execution risk by 30–40% while increasing delivery predictability by implementing standardized delivery methodologies, governance frameworks, and KPI-driven performance oversight.
• Raised SLA compliance and service stability by 20–30% by proactively identifying operational risks, analysing incident trends, and implementing targeted service improvement initiatives.
• Expanded delivery margins by 5–10 percentage points by enforcing disciplined cost management, improving forecasting accuracy, and strengthening scope and change control governance.
• Cut billing disputes by 30–50% while increasing financial transparency by enhancing forecasting accuracy, validating billing processes, and implementing structured invoice governance.
• Boosted delivery productivity and operational efficiency by 15–25% by deploying AI-enabled tools, AIOps capabilities, automation, and standardized delivery playbooks.
• Enhanced planning accuracy by more than 20% by leveraging analytics for forecasting, capacity planning, and proactive risk identification to support data-driven delivery decisions.
• Minimized downstream delivery risk by 20–30% by establishing structured governance, validated implementation plans, and seamless transitions from presales through delivery.
• Accelerated customer transformation outcomes by more than 20% by facilitating governance and structured workshops.

Matriculation in Science, Biology, Geography – Lyceum Academy