Support Manager - Lalela Retail - Johannesburg
(2022-06 - 2023-03)
Mapping of all processes, policies and procedures within the entire company and managing improvements and implementing new and enhanced Initiatives. Head of Support for Lalela Retails - Telkom/BCX contracts and Absa and Retails Contracts. Manage team effectively by analyzing and improving bottlenecks within a process.
- Heading up the Support call center for Telkom, ABSA and Retail customers.
- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other team members involved in service desk operations.
- Being aware of and managing the costs of running the service desk.
- Training of subordinates
- Ensuring all customer relationships are managed.
- Perform design or redesign of business processes to improve operational efficiency.
- Analyze, implement, and update processes to ensure company goals are met.
- Analyze the effectiveness of current process to develop strategies to improve workflow effectiveness.
- Train and guide the team on process design improvements.
- Ensure full integration of all process and linkage to best practices.
- Provide technical and analytical support on various process strategies.
- Manage and lead process design teams to achieve process or project objectives.
- Manage multiple projects or initiatives at one time.
- Designing and implementing new and enhanced policies, processes, and procedures from scratch.
- Introduced better ways of working and aligning the process to best suite the company.
Senior Service Governance Manager {IT Release and Change Management} - Edcon IT - Johannesburg
(2019-04 - 2021-06)
- Manage the change control process for Group IT
- Managed the IT Go-live activities for all application process
- Co-ordinate all failover and Infrastructure DR activities
- Risk control of all IT services and projects
- Assisted with the transition management of key vendors
- Successfully initiated the configuration management DB with the link of incident management to the Change processes.
- Engineering of processes where they did not exist
- Governing all IT processes and standards
- Training and awareness campaigns implemented to educated new and existing staff of processes and adherence
- Managed of staff vendors as indirect reports to ensure that their day-to-day activities align to company expectations
- Delivered integrated dashboards that highlighted the delivery across platforms.
- Ongoing monitoring off all Config changes and ensuring the CMDB is updated with Production amendments.
- Securing all software and hardware assets with a view to tracking each and every asset.
- Effectively managed a 4-member outsourced change management team with a maturity level 4 stature
- Top performer with service excellence by achieving a compliance rate of 98% across all IT services
- Assisted with the successful delivery the strategic initiates for the Merchandise and Supply management team, Logistical Supplier Project on time and within budget.
Tactical Release Manager and Change Manager - Edcon IT - Johannesburg
(2017-07 - 2019-03)
- Successfully transition application units into best practices in the production environment.
- Created and delivered fit for purpose processes for each supply chain that aligned to the Edcon Release policy.
- Governed the access control process across the Enterprise.
- Development of walkthrough sessions with both the business units and vendors to ensure delivery of projects are implemented within Budget and time frame.
- Successfully controlled the Strategic roadmap of all deliveries received from business
- Effectively managed the recertification process for all 3rd-party vendors within the organization
- Participated in the scrum for all web services delivery
- Managed the delivery of the Disaster Recovery Programme
- Ensuring and clarifying with agreement with Change Management priorities, activities and resources with the aim of mitigating risk.
- Ensuring Risk and compliance mitigations throughout Group IT.
- Assesses the change impact and readiness for change initiatives, identifying key barriers.
- Develops Change Management plans (e.g., stakeholders' management, training, coaching).
- Develops Change Management material and content with the assistance of the appropriate engagement with stakeholders to obtain buy-in to the change initiative.
- Incorporates successful Change Management solutions from other initiatives into change plans.
- Promotes the need for and benefits of Change Management as part of the change
- Co-ordinate with stakeholders on Pilot sites and tests Change Management plans/activities to ensure successful and effective roll-outs to the business units.
- Executes Change Management plan in line with change initiative scope and budget.
- Provides feedback to stakeholders on change initiative progress and risks.
- Facilitates the resolution of resistance and barriers to the change initiative.
- Ensuring effective transfer of ownership of the change to business and Support areas (e.g. HR, Business partners, and application services).
- Assists the business to own the change initiative and commit to its reinforcement.
- Evaluates change initiative through post implementation review.
- Accept responsibility for the measurement of benefits realization for change initiatives.
- Develops and monitors courses of action (work plans) for themselves and others to ensure that work is completed in a controlled and efficient manner.
- Delivered the logical Identity access management controls across business and IT
- Assisted in the successful launch of the Edgars online revamp
- Owned and controlled the delivery roadmap managing business expectations according to stability of packages.
- Successful rollouts of projects in line with change management plans and risk mitigation.
- Champions strategic interventions. Tends to achieve delivery of results through directing others.
- Effectively applies verbal, nonverbal, and written communication methods to achieve desired results. Presents ideas effectively to individuals and groups.
Owner of the ChesaNyama Franchise - ChesaNyama Franchise - Johannesburg
(2014-10 - 2017-02)
Delivering local food products to local community
- The ability to work under high pressurized environment under strict timelines
- Successfully managed diverse staff with limited skill set to deliver on time and with good quality
- Refined and master customer service under fragile environments
Group IT Release and Change manager - Standard Bank of South Africa - Johannesburg
(2009-10 - 2014-07)
- Manage and control the Production phase deployment of the Application life cycle
- Delivered succinct customer
