Shaun Austen

Senior IT Operations and Branch Management executive with over 29 years of experience leading large-scale service delivery, infrastructure operations, and multi-site technical environments across corporate and retail sectors. Proven ability to stabilise complex operations, improve service performance, and ensure continuity of business-critical systems across geographically dispersed regions. Demonstrated success managing large technical workforces, overseeing regional operations, maintaining contractual service levels, and delivering reliable support to high-volume operational environments.

Combines strategic oversight with deep operational expertise, enabling both executive decision-making and hands-on problem resolution when required. Recognised for driving measurable improvements in service efficiency, incident resolution, workforce productivity, and customer satisfaction while maintaining strict operational governance and compliance standards.

Operations Manager: IT Support at MPD Dynamic Supplier (2023-08 – Present)

Provide executive oversight for IT support operations and technical service delivery across client environments supporting retail operations.

• Lead end-to-end service delivery for infrastructure, systems support, and field services
• Ensure reliability of business-critical systems including financial period processing
• Direct network deployments, migrations, and infrastructure maintenance activities
• Oversee desktop, server, and communications support environments
• Govern security systems including surveillance, endpoint protection, and access controls
• Manage client onboarding, technical training, and ongoing service relationships
• Resolve major incidents and high-priority escalations
• Coordinate procurement, asset management, and operational logistics

Operations Manager (Gauteng & Mpumalanga) at BCX Pty Ltd (2022-01 – 2023-07)

Held regional accountability for service delivery performance, operational governance, and workforce management across two provinces.

• Directed all branch operations and regional technical service delivery
• Ensured consistent achievement of contractual SLA commitments
• Managed workforce deployment, scheduling, and productivity across territories
• Oversaw incident management, escalation pathways, and stakeholder communication
• Ensured compliance with maintenance programmes, audits, and operational standards
• Governed asset distribution, inventory control, and stock management processes
• Controlled budgets, expenses, overtime approvals, and financial reporting
• Supported recruitment, onboarding, performance management, and disciplinary actions
• Maintained operational discipline and alignment with business objectives

Operations Manager (Nelspruit) at BCX Pty Ltd (2019-06 – 2021-12)

Responsible for branch performance, operational stability, and service quality.

• Managed day-to-day service delivery across the branch environment
• Monitored workforce productivity and operational efficiency
• Provided performance reporting to executive leadership
• Oversaw installations, maintenance, and technical support activities
• Managed key customer relationships and escalated issues
• Monitored operational costs and performance indicators
• Led incident review forums and KPI improvement initiatives
• Implemented staff development and succession planning measures

Branch Manager at Geek Squad (2014-11 – 2019-05)

Directed full operational management of a technical retail service branch.

• Managed daily operations, technical services, and customer experience
• Oversaw infrastructure installations, upgrades, and maintenance
• Directed hardware deployment, recovery, and repair services
• Implemented surveillance systems and network equipment
• Maintained strong client relationships and service standards
• Contributed to large-scale infrastructure implementation projects

Retail Team Leader at UCS Technology Services (2013 – 2014)

Support Consultant at UCS Technology Services (2010 – 2013)

Help Desk Manager at DPR Solutions (2008 – 2010)

Team Leader: Retail FMCG at UCS Software (2004 – 2008)

Senior Group Leader at CEB Maintenance (1997 – 2004)

Matric in Grade 12 – Navalsig High School