Thuli Nkabi
Service Delivery Manager
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About
Senior Service Delivery Manager with 8+ years of experience managing enterprise IT services, delivering 95–98% SLA compliance, reducing incidents by 30–40%, and improving operational efficiency by 20%+. Experienced in ITIL frameworks, governance, CAB leadership, financial management, and stakeholder engagement. Offers equivalent practical experience to a Bachelor's qualification in IT Service Management.
Experience
Service Delivery Manager at SITA (2022-01 – 2024-12)
Accountable for end-to-end IT service delivery across enterprise systems
- Achieved 95–98% SLA compliance and reduced incidents by 30%
- Led CAB, service reviews, and stakeholder reporting
- Improved turnaround time by 20% and reduced escalations by 35%
- Managed service financials, budgeting, and cost optimisation
IT Service Delivery Specialist at SITA (2021-04 – 2022-12)
Managed IT asset lifecycle and SLA performance
- Managed IT asset lifecycle and SLA performance
- Improved change processes and reduced disruptions
- Developed SOPs and trained teams
Operations Coordinator at SITA (2018-06 – 2021-12)
Coordinated infrastructure services and vendor performance
- Coordinated infrastructure services and vendor performance
- Supported financial and KPI reporting
QA & Training Specialist at SITA (2015-10 – 2018-05)
Delivered ITIL training and quality assurance
- Delivered ITIL training and quality assurance
- Developed onboarding programs
Education
Diploma in computer clerk – Boston College
