Leanne Botha
Operations Manager | Service Delivery | Client Operations Excellence
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About
Experienced Operations and Service Delivery Manager with over 20 years of leadership in IT service management, client operations, and high-performance team development. Skilled in driving operational efficiency, managing KPIs, and ensuring SLA compliance in fast-paced environments. Recognized for strong analytical ability, emotional intelligence, and a proactive approach to service excellence.
Adept at motivating teams, optimizing processes, and presenting operational results to senior stakeholders and clients.
Experience
Senior Services Manager at ABEC Advanced Infrastructure (2023-09 – 2026-04)
- Directed full service delivery operations, ensuring SLA achievement and operational consistency.
- Measured KPIs across service teams, providing insights to senior leadership for decision-making.
- Designed and implemented dashboards and reporting structures for operational visibility.
- Oversaw service desk operations, incident handling, escalations, and communication flow.
- Conducted workforce planning, succession strategies, and employee development.
- Reported service data, billing alignment, and compliance with service-related policies.
- Forecasted service demand and ensured adequate resources to meet contract obligations.
Client Services Manager at Dimension Data CSO (2017-04 – 2023-08)
- Managed national service portfolio across telephony, security, internet connectivity, multimedia, and data centre operations.
- Led SLA governance, service reporting, and operational performance reviews.
- Presented operational results to senior management and clients, ensuring transparency and accountability.
- Directed workforce management, including recruitment, mentoring, and employee engagement.
- Authorized disciplinary actions and managed staff absences to maintain service levels.
- Partnered with cross-functional teams and vendors to ensure seamless service operations.
- Supported financial performance through budgeting, cost analysis, and billing accuracy.
Education
National Diploma in Legal Secretarial – Anchor College (1994)
N1–N3 in Electrical Trade Theory – Johannesburg College (1993)
