ADRIAAN HARTZENBERG
Cape Town
Summary
Experienced with managing service delivery operations, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams.
Overview
13
13
years of professional experience
Work History
Service Delivery Manager
Simplified-IT Services
07.2018 - Current
- Lead cross-functional teams to enhance service delivery processes and improve customer satisfaction.
- Developed and implemented strategic initiatives to optimize operational efficiency and reduce service delivery times.
- Manage vendor relationships, ensuring compliance with service level agreements and quality standards.
- Analyze performance metrics to identify areas for improvement, driving continuous enhancement in service delivery outcomes.
- Facilitated training programs for staff, fostering a culture of excellence and accountability within the team.
- Oversee budget management for service delivery operations, ensuring resource allocation aligns with strategic goals.
- Implement project management methodologies to streamline workflows and improve project turnaround times across teams.
- Handle escalated customer issues effectively, resolving problems swiftly while preserving positive relationships
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinate with multiple departments to ensure seamless service delivery across all touchpoints.
- Optimize resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Reduced turnaround time with effective resource allocation, task prioritization and escalations.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Serve as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Develop comprehensive reporting systems that track service delivery progress transparently and efficiently.
- Coordinat among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Planned and managed full upgrade and cabling project lifecycles, from conception through final completion.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
DSTV Installer Colorado TV
01.2015 - 07.2017
- Installation and maintenance support of DSTV & OVHD systems
- Stock management
- Customer relations
- Driver
Picardi Rebel Liquors
12.2013 - 09.2014
- Picking and Delivery of Goods
- Maintaining log sheets
- Maintain vehicles
Helpdesk Support Engineer
Mad Advertising
06.2012 - 06.2013
- Managed IT service desk operations, ensuring timely response and resolution of support requests.
- Communicate with users for technical assistance in person, via phone, WhatsApp or e-mail
- Liaise with the relevant technical teams as required ensuring calls are escalated as appropriate in accordance with SLA’s.
- Prepare activity reports as well as weekly & monthly reports for internal stakeholders as well as clients.
- Stay current with system information, changes and updates
- Update standard helpdesk procedures and documentation as changes occur
- Collaborated with cross-functional teams to improve service delivery and enhance user experience.
- Developed and maintained documentation for troubleshooting procedures and knowledge base articles.
- Managing Active Directory
- Managing Microsoft Exchange Microsoft Exchange
- Network installation (cables)
- Setting up new workstations. Upgrading software/ components.
- Ordering hardware and equipment
IT Internship
Mad Advertising
06.2012 - 06.2013
- Help Desk Support. Managing Active Directory
- Managing Microsoft Exchange Microsoft Exchange
- Network installation (cables)
- Setting up new workstations. Upgrading software/ components. Ordering hardware and equipment. Monitoring anti-virus
Education
End User Computing A -
Rosebank College
01.2011
End User Computing B - undefined
Rosebank College
01.2011
Grade 12 -
Rocklands Senior Secondary
Cape Town, South Africa12-2009
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Customer engagement
- Workload management
- Client relationships
- Project planning
Timeline
Service Delivery Manager
Simplified-IT Services
07.2018 - Current
DSTV Installer Colorado TV
01.2015 - 07.2017
Picardi Rebel Liquors
12.2013 - 09.2014
Helpdesk Support Engineer
Mad Advertising
06.2012 - 06.2013
IT Internship
Mad Advertising
06.2012 - 06.2013
End User Computing B - undefined
Rosebank College
End User Computing A -
Rosebank College
Grade 12 -
Rocklands Senior Secondary
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