Ayanda Totyi
Service Delivery Manager
Hindle Park Silversands
Summary
Intelligent Service Delivery Manager with 8 years of experience in IT Industry. Strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change.
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
1
1
Language
19
19
years of professional experience
Work History
Service Delivery Manager
Avaso Technology
11.2022 - Current
- Service Delivery Manager
- My current job description is combination of abilities, knowledge, and behaviours needed to effectively provide services to customers or clients while meeting agreed standards and expectations.
- Key service delivery skills gained
- Communication skills — clear and professional interaction with customers and teams (Via email, meetings & presentations)
- Customer service — handling issues professionally and ensuring customer satisfaction
- Problem-solving — identifying and resolving technical or operational issues efficiently
- Time management — prioritizing tasks and meeting deadlines or SLAs
- Incident & ticket management — managing support requests accurately and promptly (Current experience with SNOW while the engineers I am managing work with SNOW and Active directory)
- Team collaboration — working effectively with internal teams and stakeholders. ( I have 2 associates that I work closely with and manage)
- Technical knowledge — understanding the systems, tools, or services being supported for our customers
- Reporting & documentation — maintaining accurate records and update
- Years active: Nov 2022 till currently
Service Delivery Manager
Excis
01.2019 - 01.2022
- Service Delivery Manager
- Skills and abilities developed: Making sure that services are delivered seamlessly to the clients of an organization. Maintain positive relationship between the company and client, identifying customer needs and overseeing service delivery within the business context, managing finances and budgets, holding weekly meeting with clients, holding weekly meeting with the team, good resource planning skills, Strong teamwork skills and attention to detail, Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
- Years active: 2019 and 2022
Project Co-ordination
NSC Global
01.2015 - 01.2019
- Project Co-ordination
- Skills and abilities developed: Project Management/Coordination, Scheduling, Activity Assurance, Microsoft and internal tracking systems, Perform and manage escalations, direct contact with Senior PMs
- Years active: 2015 - 2019
Management Intern
NSC Global
01.2014 - 01.2015
- Management Intern
- Years active: 2014 - 2015
University of the Western Cape
01.2011 - 01.2012
- Tutoring, Administration and Consulting
- Skills and abilities developed: Tutoring MYSQL Database, Administrative and Consulting skills
- Years active: 2011-12
Eskom
01.2007 - 01.2007
- Learning about Administration in Finance
- Skills and abilities developed: Administration in Finance
- Years active: 2007 (Duration of a week)
Education
B.com Honours - Information Systems
The University of the Western Cape
B.com General - Information Systems
The University of the Western Cape
01-2012
Grade12 - undefined
Belhar High School
01-2008
Skills
Service level agreement management
Client relationship management
Performance improvement
Incident management
Accomplishments
- Top Achievers Award IFS Department
- Community Serving Award (UWC House Committee)
Timeline
Service Delivery Manager
Avaso Technology
11.2022 - Current
Service Delivery Manager
Excis
01.2019 - 01.2022
Project Co-ordination
NSC Global
01.2015 - 01.2019
Management Intern
NSC Global
01.2014 - 01.2015
University of the Western Cape
01.2011 - 01.2012
Eskom
01.2007 - 01.2007
Grade12 - undefined
Belhar High School
B.com General - Information Systems
The University of the Western Cape
B.com Honours - Information Systems
The University of the Western Cape