Tim Mahlaela

Results-driven ICT professional with 20+ years of experience across Telecommunications and Information Technology industries. Proven track record in Service Delivery Management, Operations Management, Account Management and Business Development — managing national-scale contracts, leading cross-functional teams, and building lasting client relationships in both private and public sectors. Experienced in managing accounts with sales targets of up to R120 million.

Managing Director / Service Management Consultant at TMK Telecoms (Pty) Ltd (2015 – Present)

• Founded and operate a management consulting business specialising in ICT, information security and telecommunications
• Develop key account relationships, identifying solutions and services for client needs
• Drive proactive new business hunting and manage end-to-end sales processes
• Provide IT Service Management (ITSM) alignment and 3rd party vendor management

Service Management Executive at Mfundopedia (Pty) Ltd (2021-09 – 2025-12)

• Provide executive-level service management and client liaison for IT professional services
• Drive account growth through upsell, cross-sell and identification of new opportunities
• Oversee pre-to-post sales activities and business development pipeline
• Manage stakeholder relationships at executive level across client organisations

National Service Delivery Manager at EOH Mthombo (Managed Services) (2018-05 – 2021-06)

• Managed service delivery across 400+ SASSA sites nationwide across all 9 provinces
• Led account management, service improvement initiatives and resource planning
• Developed monthly performance reports and proactive improvement plans
• Provided leadership and technical insight to support teams, ensuring SLA compliance

Programme Manager – SASSA at Mohlaleng Technology (2015-02 – 2018-04)

• Managed programme governance, business planning and quality/risk management for ICT contract
• Served as liaison between operations, strategy and executive stakeholder teams
• Ensured delivery standards met customer expectations across all work streams
• Presented project progress to senior management and key stakeholders

Service Delivery Manager at Internet Solutions (Dimension Data) (2008-09 – 2015-01)

• Served as single point of contact for ICT service issues across a portfolio of clients
• Managed SLA performance, incident management, change management and capacity planning
• Provided monthly and root cause analysis reports to clients
• Drove customer retention and relationship building across private and public sector accounts

Service Manager at Gijima AST (2007-08 – 2008-08)

• Managed a team of field support, service engineers and product specialists
• Handled SLA management, resource capacity planning and customer satisfaction
• Led staff recruitment, performance management, coaching and mentoring

Functional Manager at Molapo Technology (2004-06 – 2007-07)

• Managed a team of 30 technicians in the Network Section
• Oversaw the repairs of equipment and managing Turnaround Times
• Oversaw financial budgets, quality compliance, operations and personnel management

Operations Manager at JC Systems & Telecoms (2000-01 – 2004-05)

• Managed installation teams for the Fiber network and aerial routes
• Management of budgets, fleet, tender pricing and Telkom contract work
• Oversaw telecoms infrastructure construction, safety, compliance and project invoicing

Design Draughtsperson at Eskom (PT&M) (1995-05 – 1999-12)

• Designed 6.6kV–132kV electrical power networks and substations
• Updated drawings, calculated quantities and recommended cost-effective design improvements

National Technical Qualification in Engineering Studies (N4/N5) – Pretoria College of Engineering (1996 – 1996)

National Technical Qualification in Engineering Studies (N1/N2/N3) – Tshwane South Technical College (1994 – 1994)