Ashley Kindo

Highly accomplished Global Service Delivery Manager with over 20 years of experience in operational management, ITIL service delivery, and strategic stakeholder engagement, particularly within UK regulated services environments. Proven ability to lead teams, drive continual service improvement, and manage complex customer complaints while meeting demanding targets. Skilled in SLA management, risk oversight, executive reporting, and building strong client relationships.

Committed to operational excellence, service improvement, and delivering measurable customer outcomes.

Global Service Delivery Manager at Capita South Africa (Supporting UK Operations) (2023-08 – 2026-09)

• Overseeing end-to-end service delivery for multiple strategic accounts, ensuring contractual adherence, operational compliance, and enhanced customer satisfaction within complex managed service environments.
• Leading comprehensive service delivery governance across diverse enterprise customer accounts.
• Spearheading continual service improvement programmes to elevate service performance and achieve superior customer outcomes.
• Chairing monthly service reviews with senior stakeholders and client directors to align on strategic objectives.
• Managing critical escalations and orchestrating cross-functional teams to rapidly restore services and minimise business disruption.
• Cultivating trusted customer partnerships by strategically aligning service delivery initiatives with overarching business objectives.
• Monitoring Service Level Agreement (SLA) and Key Performance Indicator (KPI) performance, implementing decisive corrective actions as needed.
• Supporting transformational operational initiatives and strategic service optimisation efforts.
• Delivering executive-level reporting, providing risk management oversight, and developing comprehensive service improvement roadmaps.

Service Delivery Manager (Contract) at Liquid Intelligent Technologies (2022-03 – 2023-08)

• Managed service delivery operations for a large-scale broadband connectivity transformation programme, supporting vital Western Cape Government health and education facilities.
• Directed the successful rollout of broadband infrastructure and connectivity services across numerous sites.
• Coordinated a multidisciplinary team comprising engineering, project management, and network operations specialists.
• Facilitated stakeholder engagement across government, commercial entities, and technical departments.
• Presented programme performance metrics, revenue tracking, and delivery status reports to senior leadership.
• Ensured consistent achievement of contractual obligations, key project milestones, and service commitments.
• Enhanced customer engagement frameworks and refined project governance processes for improved outcomes.

Service Delivery Manager at One Wireless (WISP Telecommunications) (2019-04 – 2020-09)

• Provided strategic operational leadership encompassing service delivery, customer support, infrastructure management, and business performance oversight.
• Led technical and operational teams tasked with ensuring high-quality customer service delivery.
• Optimised service management processes, resulting in significant improvements in customer satisfaction levels.
• Managed all aspects of incident resolution, service request fulfillment, escalation procedures, and operational reporting.
• Controlled departmental budgets, allocated resources effectively, and managed operational expenditures.
• Supervised infrastructure assets, facilities management, and high-site operations.
• Initiated and drove process enhancements to boost operational efficiency.

Operations Supervisor at Openserve (2013-01 – 2017-12)

• Managed telecommunications infrastructure maintenance contracts and cultivated vendor relationships within dynamic service environments.
• Directed comprehensive preventative maintenance schedules and civil infrastructure development programmes.
• Monitored and managed contractor performance against stipulated SLA and KPI obligations.
• Conducted thorough governance reviews, comprehensive risk assessments, and detailed quality audits.
• Generated precise operational reports for presentation to senior management.
• Led contract negotiations and executed effective stakeholder management strategies.
• Ensured strict adherence to health, safety, and operational standards.

Senior Telecommunications Technician at Openserve / Telkom SA (1994-07 – 2013-01)

• Advanced through various technical specialisations focused on network infrastructure deployment, maintenance, and expert fault resolution.

National Diploma in Electrical Engineering – College of Cape Town (1995-02 – 2000-08)

Bachelor in Ministry / Theology – Cape Town Baptist Seminary (2014-02 – 2019-12)

Matric Certificate – Princeton Senior Secondary School (1990-01 – 1993-12)