Thuli Nkabi

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.

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

Diploma in computer clerk – Boston College