Mponeng Mokgalaka

Strategic and results-driven Service Delivery Manager with extensive experience managing high value telecommunications and infrastructure programmes. Currently accountable for a R200M+ revenue project, delivering approximately 200 Broadband and public Wi-Fi sites per month under strict SLA governance. Proven expertise in SLA management, service performance monitoring, and contract compliance, ensuring delivery against agreed turnaround times, KPIs, and customer expectations.

Skilled in leading cross-functional teams, vendors, and stakeholders to drive operational excellence, risk mitigation, and customer satisfaction. Strong background in IT Service Management (ITSM), service reporting, billing accuracy, and continuous service improvement in high-pressure environments.

Service Delivery Manager at Liquid Intelligent Technologies (2021-08 – Present)

• Accountable for end-to-end service delivery, ensuring alignment with SLAs, KPIs, and contractual obligations
• Manage delivery of 200 sites per month, ensuring adherence to defined turnaround times and performance targets
• Monitor and report on SLA performance, identifying risks and implementing corrective actions
• Lead vendor and third-party management, ensuring all dependencies meet delivery requirements
• Manage and own service delivery escalations, ensuring timely resolution
• Ensure billing accuracy and revenue assurance aligned to delivered services
• Produce and present weekly and monthly service performance reports
• Collaborate with Sales, Technical, and Operations teams for seamless delivery
• Drive continuous service improvement initiatives

Senior Project Coordinator at Liquid Intelligent Technologies (2020-09 – 2021-08)

• Defined project scope, safety standards, and customer satisfaction requirements in line with company policies and procedures
• Developed detailed project plans, mapping out inter-dependencies in a logical sequence
• Organized and led internal and external kick-off meetings, producing weekly progress reports
• Coordinated the distribution and shipping of equipment and managed the change order process
• Monitored and managed contractors, consultants, and third-party suppliers involved in each project
• Collaborated closely with both internal teams and external clients to understand their needs and expectations
• Identified project dependencies, critical path activities, and resource requirements
• Managed change control procedures following established operating practices

Sales Administrator at Liquid Intelligent Technologies (2016-11 – 2020-07)

• Acted as the main point of contact for Key Account Managers (KAMs), ensuring smooth communication and obtaining updated tasks to support their fieldwork, while allowing the Sales Administrator to handle administrative sales activities
• Ensured the achievement of planned sales goals through effective coordination and support
• Facilitated the MSA (Master Services Agreement) signature process, ensuring KAMs received signed versions in a timely manner
• Provided training and on-the-job support to new KAMs, particularly in navigating SFDC (Salesforce.com)
• Assisted KAMs with IT-related escalations, queries, and the processes for cancellations and terminations
• Created new orders and quotes for KAMs and the Services Delivered Manager, following up on closed orders and loading them into the system
• Assigned tasks to Solution Architects, Bid Office, and Technicians, ensuring seamless project execution

Senior Administrator at Old Mutual (2013-05 – 2016-08)

• Follows standardized processes and provides administrative support in line with normal business functioning
• Delivers on daily production standards and adheres to service and quality standards
• Provides a direct service to customers and intermediates
• Responds to immediate requirements within procedure
• Uses standard administrative techniques to co-ordinate own work
• Product and process knowledge in different areas may differ but basic skills remain the same
• May act as mentor / resource to less experienced Administrators
• Fully multi-skilled across products and processes
• Acts as a support person and / or point of escalation for complex and difficult cases / clients

Fraud Analyst at CAPFIN (2011-04 – 2013-03)

• Completion of HR confirmations timeously and accurately. Investigate Fraud cases individually and activate / decline. Investigation of suspicious fraud cases. Investigated and activate / decline within the required time follow standard operating procedures
• Investigation of suspicious adhoc cases (ID, telephone, employer, cell phone, branches etc.)
• Monitoring and recording of cases on the fraud databases (internal)
• Listing of suspicious fraud or confirmed fraud numbers (ID, telephone, employer, cell phone, branch)
• Analyse daily reports to identify any irregularities
• Investigate possible suspicious transactions
• Contribute to Auditing and Monitoring enhancements by providing suggestions to enhance the internal controls and systems. Assist with testing of new enhancements and/or new products

Customer Service Specialist at CAPFIN (2010-01 – 2011-03)

• Providing a good customer experience by listening to and responding to customer inquiries
• Identifying and escalating queries, complaints, and operational or regulatory risks to the relevant teams
• Working with customers to troubleshoot product or service issues and find a resolution
• Selling and providing information on products or services
• Processing orders, forms, and applications

Administrative Officer at University of the Western Cape (2008-01 – 2009-12)

• Academic Administration: Assist with matters related to applications, selections, and registration of students
• Enquiry Management: Respond to queries (verbal, written or telephonic) offered in the faculty of Law
• Marketing & Recruitment: Assist with execution of Open Days, career exhibitions, events, etc.
• Committee Administration: Assist with meeting administration, scheduling, collating relevant documentation, securing venues
• General Administration: Office administration e.g. filing, copying, collating documents and statistics for annual and ad hoc reports
• Assets Management: Assist with booking / securing of venues, keep and issue audio-visual equipment
• Marks Administration: Assist with checking and uploading marks to the student administration
• General Administration: Assist with administration within the faculty office

Bachelor of Arts in Social Science – University of the Western Cape (2011)

National Senior Certificate (Matric) – Masaswivona High School (2005)