Amanda Haasbroek
Service Delivery Manager
Cape Town
Summary
Experienced Service delivery manager adept at overseeing the implementation and maintenance of service processes to ensure client satisfaction. Skilled in team leadership, project management, and optimizing service delivery efficiency. Proven track record of driving continuous improvement and fostering strong client relationship.
Overview
12
12
years of professional experience
Work History
Service Delivery Manager
NTT Data
Cape Town
11.2016 - Current
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for the duration of the incident and for post-incident reviews.
- Handle escalated customer issues effectively, resolving problems swiftly while preserving positive relationships.
- Ensure that the correct processes are followed for compliance purposes.
- Identifying customer needs and overseeing service delivery within the business context
- Streamline processes for improved customer satisfaction and retention rates.
- Reduce turnaround time with effective resource allocation and task prioritisation.
- Manage all procedures related to the identification, prioritisation and resolution of customer support tickets
- Improve service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple stakeholders to ensure seamless service delivery across all touchpoints.
- Assess customer feedback to establish, improve, and refine services.
- Created and maintain a central document repository for all of our client documentation.
- Organise and lead regular Service Review meetings and furnish status reports.
Service Deliver Coordinator
Dimension Data
Cape Town
01.2016 - 10.2016
- Managing the daily activities of the service delivery team
- Coordinating changes.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Identified areas of improvement in service delivery processes, implementing changes that led to increased efficiency.
- Evaluated vendor performance regularly to ensure alignment with company expectations and prompt resolution of any issues.
- Implemented risk management strategies across projects to mitigate potential challenges during the service delivery process.
- Process and update tickets within agreed operational service level agreement and client SLA timelines
- Compile daily, weekly and monthly reports.
Service Delivery Administrator
Dimension Data
Cape Town
03.2012 - 12.2015
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Coordinated team events and meetings to foster teamwork and boost employee morale.
- Generated reports to suggest corrective actions and process improvements.
- Updated client queries promptly and ensure resolution within the agreed service level.
- Support the Service delivery team with any requirements when needed, reporting, setting up meetings or following up on requests.
Education
No Degree - MDP Generic Management NQF 5 Leadership
CBM Training
Cape Town 04.2001 -
No Degree - Oracle Certified Foundation Associate
Oracle University
Online 04.2001 -
No Degree - ITIL V3 Foundation
Loyalist
Cape Town 04.2001 -
Skills
Customer Satisfaction
Client Relationship Management
Service Level Agreement Management
Incident Management
Change Management
Vendor Management
Project Implementation
Continuous Improvement
Prioritisation
Risk Management
Timeline
Service Delivery Manager
NTT Data
11.2016 - Current
Service Deliver Coordinator
Dimension Data
01.2016 - 10.2016
Service Delivery Administrator
Dimension Data
03.2012 - 12.2015
No Degree - MDP Generic Management NQF 5 Leadership
CBM Training
04.2001 -
No Degree - Oracle Certified Foundation Associate
Oracle University
04.2001 -
No Degree - ITIL V3 Foundation
Loyalist
04.2001 -