ITIL v3-based ITSM platforms (incident, change, problem, SACM)
David Kuschke
Cape Town
Work Preference
Summary
Dynamic IT Operations & Applications Manager with 25+ years’ global experience driving operational stability, service reliability, and ITSM excellence across FinTech, Financial Services, Telecommunications, and Enterprise environments.
Expert in Incident, Problem, and Change Management, governing ERP & Non-ERP applications, leading 24/7 operational teams, and improving system uptime through strong process discipline.
Proven track record in:
· Reducing service disruptions, improving MTTR, and strengthening operational resilience
· Leading cross-regional teams and managing complex multi-vendor environments
· Standardising ITIL processes, maturing service operations, and implementing governance
· Improving SLA performance, enhancing observability, and optimising application lifecycle management
Recognised for strong analytical thinking, decisive leadership during critical incidents, and ensuring alignment between business needs, operational capabilities, and technology strategy.
Overview
33
33
years of professional experience
1
1
year of post-secondary education
Work History
Consultant | Digital Transformation
Marlink
06.2024 - Current
- Led the end-to-end discovery phase for a company-wide ITSM transformation, defining the strategic roadmap to transition the organization to a Managed Service Provider (MSP) model.
- Conducted comprehensive structured gap analyses and process modeling (BPMN) to identify critical organizational and technical deficiencies, resulting in a prioritized backlog of strategic initiatives.
- Facilitated high-level workshops with C-suite and executive stakeholders to secure buy-in and define critical IT and operational processes, ensuring the transformation was fully aligned with corporate growth strategy.
- Authored detailed implementation plans and developed a structured Request for Proposal (RFP) document, translating complex business requirements into clear, measurable criteria for vendor selection and strategic decision-making.
Entity Management Domain Lead / Senior Technology Manager / Lead Business Analyst
Vistra Group Mauritius
01.2021 - 06.2024
- Drove the digital integration strategy across multiple workstreams following a major merger, ensuring seamless consolidation of core entity management systems across thirty-six countries.
- Conducted global stakeholder workshops to align disparate business and technology teams on a unified operating model, effectively managing conflict and securing consensus on system rationalization priorities.
- Oversaw the entire Viewpoint Application Software lifecycle, leading end-to-end requirements management from strategic elicitation through to successful global go-live.
- Spearheaded the ITSM transformation and introduced structured agile documentation processes, significantly improving the maturity of requirements gathering and knowledge transfer across the global team.
- Managed business requirements gathering and system rationalization initiatives that delivered measurable process improvements and efficiency gains across international operations.
National Maintenance & Operations Manager
Integritron Pty Ltd
05.2014 - 06.2020
- Led the needs analysis and requirements definition for high-security system rollouts for major government clients (Eskom, CSIR, DCS, Botswana Prisons), ensuring all technical specifications met stringent security and operational mandates.
- Streamlined nationwide operational workflows and maintenance processes by applying structured analysis techniques, reducing operational overhead and improving service delivery consistency.
- Managed User Acceptance Testing (UAT) cycles and change control processes, acting as the key assurance point between the client's operational needs and the final deployed solution.
Retail Consultant & BA
MarkeTech
01.2012 - 01.2014
- Led process design and systems analysis for workflow standardization across 'TheHUB' group of companies, utilizing structured methods to document current state and model future state processes for efficiency.
- Introduced ITIL best practices to enhance service management efficiency, establishing foundational governance for service delivery that supported long-term growth.
- Managed the Learning Portal, integrating assessment capabilities and developing Retail e-Learning solutions that directly addressed a strategic need for enhanced employee development and training.
Services Manager
Exponant
08.2007 - 01.2012
- Managed complex telecom asset management projects, including CMDB and tower management, across 14 African countries and Iraq, defining the data model and processes to optimize asset lifecycle tracking and data accuracy.
- Successfully led project teams and managed client expectations in highly diverse and challenging international environments (e.g., Baghdad, Airtel Africa), building rapport to ensure project success.
- Developed e-Learning content for Omnix Network Software, ensuring high user adoption and technical proficiency across international teams.
Partner Account Manager
UCS Software
01.1998 - 07.2007
- Oversaw POS deployments and channel management for major retail chains (SPAR Zambia, SPAR Zimbabwe, OK Foods), acting as the primary liaison to ensure the technical solution met the strategic retail objectives of the client.
- Managed the 67-store rollout for Innscor Africa Ltd and the rapid launch of Arcade Super SPAR (completed in 40 days), demonstrating strong change management and execution capability under pressure.
Support Consultant Specialist
Retail Control System & Anker data
09.1996 - 01.1998
- Provided technical support for software systems, troubleshooting issues to ensure seamless user experience.
- Assisted clients in navigating product features, enhancing understanding and satisfaction with services.
- Collaborated with cross-functional teams to streamline support processes, improving response times and customer service quality.
- Developed training materials for new consultants, fostering knowledge transfer and team competency.
Store Manager
Famous Brands
10.1992 - 08.1996
- Oversaw daily store operations, ensuring optimal inventory management and customer service standards.
- Trained and mentored staff on sales techniques and product knowledge to enhance team performance.
- Implemented promotional strategies that increased foot traffic and boosted sales during peak seasons.
- Developed staff schedules to align with business needs while maintaining labor cost efficiency.
Education
Intuition ETPD SETA NQF5 - ETD (Outcomes Based Education and Training)
In Tuition
Johanesburg 01.2006 - 07.2007
National Technical Certificate (N3) - Electronics
Technical College Witbank
01.1989
High School - undefined
Witbank High School
01.1988
Skills
- Strategic Business Analysis
- Gap Analysis
- Structured Elicitation Frameworks
- Business Case Development
- Product Roadmapping
- Process Modelling
- Stakeholder Engagement
- Executive Rapport Building
- Conflict Resolution
- Cross-Functional Team Leadership
- Workshop Facilitation
- Change Management
- Agile
- Scrum
- Kanban
- User Story Mapping
- Acceptance Criteria Definition
- Jira Administration
- Confluence Administration
- Requirement Assurance
- UAT
- Release Readiness
- ITSM
- Digital Transformation
- ITIL v3
- Service Asset Management
- Configuration Management
- CMDB Transformation
- Digital Strategy
- Technical Documentation
- Data Analysis
- Systems Analysis
- Data Flow Mapping
- System Rationalization
- Wireframing
- Prototyping
- Post-Merger Integration
- Global System Consolidation
Websites
Certification
General
- Career Essentials in Generative AI, Microsoft and LinkedIn, 2025-04-01
- What Is Generative AI?, LinkedIn, 2025-04-01Scrum: Advanced, LinkedIn, 2025-02-01
- ITIL v3 Foundation, Quintica, 2009-08-01
Higher Certificate Occupationally Directed ETD Practices ID 48873
- Facilitate Learning Methodologies ID 117871 License - 2007
- Facilitate Learning :Assessor
UCS Software
- UCS Software - Business Analyst - 2006
- UCS Software Sales and Marketing 2003
- UCS Software Project Management 2001
Milky Lane
- Basic Business Concepts, Milky Lane - 1993 - 1996
- Caring for the Customer, Milky Lane - 1993 - 1996
- Quality, Milky Lane - 1993 - 1996
Recommendations
Riaad Hoosain linkedin.com/in/riaadhoosain
- I had the privilege of working with David Kuschke on Marlink’s ITSM and CMDB transformation projects, where he was one of the core pillars of the team and played an instrumental role in our success. With over three decades of experience as a Systems and Business Analyst, David brings exceptional expertise in bridging business needs with technical solutions. He consistently demonstrates professionalism, sharp analytical skills, and an ability to tackle complex projects under pressure while keeping stakeholders aligned and engaged. David has a rare talent for cutting through complexity, driving clarity, and delivering results, always reliable, always effective. A true professional and a trusted teammate, I highly recommend him for any role!
Kamran Nobari linkedin.com/in/kamrannobari
- I had the pleasure of working with David during his time at Vistra, where he played a pivotal role in leading post-merger transformation efforts. What stood out to me most was the way David approached complex challenges with both professionalism and clarity. He has a talent for bringing people together—whether business or IT, or SMEs—and ensuring that conversations stay focused on outcomes rather than obstacles.
David’s ability to balance strategic objectives with day-to-day realities made him a trusted partner across workstreams. He is the kind of professional who not only drives progress but also creates the conditions for teams to succeed together. Any organization would benefit from his steady leadership and collaborative spirit.
Paul Acquah linkedin.com/in/acquahpaulus
- David is one of the best BAs you will ever work with. His requirements gathering skills are impeccable and his domain knowledge is outstanding. What truly sets David apart is his ability to bridge the gap between business and technology — translating complex business needs into clear, actionable technical requirements with precision and clarity.
He brings a rare combination of analytical depth, strategic thinking, and stakeholder empathy, making him an invaluable asset on any project. David is also an exceptional communicator, able to facilitate workshops, elicit nuanced insights, and drive consensus among diverse stakeholders. His documentation is always thorough, concise, and aligned to project objectives.
I had the privilege of working with David on several high-impact projects, and his leadership as a BA Lead consistently delivered results. He fosters collaboration, mentors junior BAs with generosity, and holds himself to the highest standards of excellence.
Any organization looking to deliver successful digital transformation or IT-enabled change would be fortunate to have David onboard. I wholeheartedly recommend him
Accomplishments
Strategic & Enterprise-Level Achievements
- Designed and delivered the global digital integration strategy after a major merger at Vistra, aligning systems across 36 countries.
Stakeholder Influence, Leadership & Delivery
- Managed high-complexity, cross-functional workstreams across global time zones and cultural environments (Africa, Middle East, Europe)
- Led national operations teams, driving consistent service delivery and performance improvement across South Africa
Analysis, Discovery & Process Optimisation
- Produced high-quality RFPs, requirements packs, and implementation plans used to drive vendor selection and technical direction.
- Ran full discovery cycles using structured elicitation frameworks — building roadmaps, backlogs, business cases, and future-state models.
Large-Scale Deployments & High-Pressure Execution
- Successfully delivered a 67-store POS rollout across Africa and the Arcade Super SPAR setup in 40 days — demonstrating rapid execution under tight deadlines.
- Managed nationwide tech deployments for high-security clients with mission-critical requirements.
- Ensured adoption and training success through creation of e-learning content for enterprise software platforms
Education, Training & Capability Building
- Developed and delivered technical training and e-learning content for complex telecom systems across international teams.
Industry Coverage & Versatility
- Retail & consumer goods
- Telecommunications
- Security & corrections
- Government infrastructure
- Global corporate & financial services
- POS & enterprise software
- Digital transformation & ITSM
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- ITIL Community / IT Service Management Professionals
- Scrum / Agile Practitioner Community
- SAQA / SETA-related Education & Training Practitioners
Quote
People who succeed have momentum. The more they succeed, the more they want to succeed, and the more they find a way to succeed. Similarly, when someone is failing, the tendency is to get on a downward spiral that can even become a self-fulfilling prophecy.
Tony Robbins
Software
Jira (story writing, backlog management, acceptance criteria, workflow)
Confluence (documentation, BA artefacts, governance frameworks)
Viewpoint Application Software
Omnix Network Software
UCS POS software suite
Retail learning portal/LMS systems
Microsoft Office Suite
Data flow mapping tools
Wireframing & prototyping tools
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Bilingual or Proficient (C2)
Interests
Road trips and travel (planning weekend getaways)
My two dogs, Sugar and Cane
Rugby
Braai
Timeline
Consultant | Digital Transformation
Marlink
06.2024 - Current
Entity Management Domain Lead / Senior Technology Manager / Lead Business Analyst
Vistra Group Mauritius
01.2021 - 06.2024
National Maintenance & Operations Manager
Integritron Pty Ltd
05.2014 - 06.2020
Retail Consultant & BA
MarkeTech
01.2012 - 01.2014
Services Manager
Exponant
08.2007 - 01.2012
Intuition ETPD SETA NQF5 - ETD (Outcomes Based Education and Training)
In Tuition
01.2006 - 07.2007
Partner Account Manager
UCS Software
01.1998 - 07.2007
Support Consultant Specialist
Retail Control System & Anker data
09.1996 - 01.1998
Store Manager
Famous Brands
10.1992 - 08.1996
National Technical Certificate (N3) - Electronics
Technical College Witbank
High School - undefined
Witbank High School