Joshua Sibanyoni
Acting Operations Manager at Copperleaf Golf and Country Estate
Centurion
Summary
Dynamic and results-driven professional with extensive experience in IT, operations management, and organizational leadership. Proven track record in driving successful organizational change, process development, and strategic implementation, complemented by a strong foundation in project management. Expertise in fostering cross-functional collaboration and optimizing performance to align teams with business objectives has consistently contributed to revenue growth and operational efficiency. Ready to leverage this diverse skill set to enhance operations at Copperleaf and support ongoing organizational success.
Overview
28
28
years of professional experience
54
54
Certifications
1
1
Language
Work History
Operations Head of Department
ITHUBA LOTTERY
Sandton
03.2018 - Current
- Field Services Operation Management.
- I am responsible for the operations of the lottery systems on the Terminals and the Implementation of strategic objectives to maximize profitability.
- I Manage SLA’s and OLA’s outputs and ensure that strategic KPA’s and KPI’s are aligned in supporting core business functions and departments.
- Implementation of governance principles as per the Kings alignment.
- Implementation of cost effective business strategies on processes to enhance output and profitability and to support the organizational strategy and objective.
- Effective support management on all departments.
- Ensure the smooth running of the following operational business departments:-
- RMA Center/Repair Center
- Supply Chain/Warehouse and Distribution
- Facilities
- Technical field services
- Security management
- Disaster recovery plan and implementation
Field Service Operations Manager
ITHUBA LOTTERY
03.2015 - 03.2018
- Field Services Operation Management.
- I am responsible for implementation and management of the ITIL compliant field services division, I have deployed and currently managing the Terminal infrastructure and have designed a service catalogue for the continuous support operation as per the need of our business. I formed a service team to manage and optimize the service delivery of all our vendors in line with contractual SLA’s.
- I Liaised with Technology partners in managing the repair cycles of Terminals and Other Peripherals in the Repair center. Implementation of customer relation center, Development and enhancement of processes and procedures to enable effective service delivery.
- Assisted in developing effective business operations and managed the following:-
- Service delivery and Uptime management.
- ITIL and Cob it framework implementation.
- Business improvement and Intelligence.
- Managing Sla on all 9000 deployed Terminals as per the NLC license agreement.
- Asset management
- Project management
- Reports analysis and design
- Incident management
- Managing escalations
- Continuous service delivery to sales dept and Retailers
- Proactive troubleshooting
- Provide Guidance and support to Regional administrators and other stake holders
Senior Service Delivery Manager
Absa Barclays Sandton Head Office (Alice Lane)
Sandton
03.2013 - 01.2015
- IT Service Delivery Management
- Responsible for provision of IT Support service and its related admin functions. Managing the ABSA End User computing Contract for Barclays South Africa and sub-Sahara regions.
- Service delivery and Uptime management
- ITIL and Cob it framework implementation
- Business improvement and Intelligence
- Managing SLA on end Users and servers
- Business analysis on New Joiners and setup
- Security and access management
- Systems administration
- Asset management
- Project management
- Reports analysis and design
- Incident management
- New Joiners Management and Virtual desktop interface Assignment
- 24 hrs Server resources Support
- Forex Trade Floor Support
National Operations Manager, Customer Service
National Operations Manager
JHB
03.2008 - 01.2013
- Managing 104 Technicians and 6 area Managers who were responsible for Support and maintenance of IT equipment of Major Retail Stores and applications for Our Retail Customers Shoprite, Pick and Pay Massmart and ATM’S for Absa, Nedcor and FNB in South Africa including Africa. Managed the Dell account for Desktop, Laptop and Enterprise support Team in North of Gauteng.
- NCR Retail Solutions implementation and support.
- Responsibilities
- Management of Absa’s ATM’s Retail banking
- ATM’S performance management
- ATM’S downtime and monitoring
- Failure trends Analysis
- Failure reports
- Forecast and costing’s
- Budget management
National Operations Manager
National Operations Manager
03.2008 - 01.2013
- Managing 104 Technicians and 6 area managers who were responsible for Support and maintenance of IT equipment of Major Retail Stores and applications for Our Retail Customers Shoprite, Pick and Pay Massmart and ATM’S’S for Absa, Nedcor and FNB in South Africa including Africa. Managed the Dell account for Desktop, Laptop and Enterprise support Team in North of Gauteng.
- NCR Retail Solutions implementation and support.
- Responsibilities
- Management of Absa’s ATM’s Retail banking
- ATM’S performance management
- ATM’S downtime and monitoring
- Procurement (purchasing activities, receiving, documentation, inspection and configuration)
- Managing Systems Uptime and maintaining Sla of 98% across all customers
- Building service solutions to enhance and optimize customers business
- Minimizing impact and downtime.
- Developed a mobile ca distribution solutions for field technicians
- Service transitions NCR retail solutions
- Projects (new business units and extension and relocation of existing units )
- SLA and Ola Compliance; ensure that calls are completed within the required timeframe – SLA, Project and Planned date.
- Manage customer service and interface.
- Manage Human Resources.
- Manage productivity by ensuring a monthly average of 85% productivity
- Manage first time fix rate of 95%
- Recruitment and placement of staff for service delivery
- Perform capacity planning to handle high workload peak periods effectively
- Control Financials
- Reducing the cost per call. Total Cost of Ownership.
- Manage logistics requirements
- Monitor Remote Logistics Stocking Requirements
- Manage weekly boot stock takes and cycle counts
- Docket and related paperwork management
- Billing management
- Manage RA turn time
- Utilise the Quality Management System
- Reason for Leaving : Promotion
Senior Customer Engineer/Project manager
Bytes Managed Services
06.2002 - 01.2008
- Junior project manager and 2ic to my manager
- Core responsibility covered Support of network and hardware/Application problems and meeting Service Level Agreements.
- I was also involved in IT auditing and did support as a Brother and HP specialist supporting a wide range of Brother and HP Brand products. My other responsibility was onsite desktop support for blue chip clients, Team leader.
- Desktop Support and server maintenance, daily mail server backup maintenance.
- Storage Maintenance for Dell
- Linux support and admin.
- Support on all Enterprise systems for Dell and SARS.
- System administrator Sars
- Running reports in Crystal reports and IBM cognos and distributing to business.
- Project management.
- Support on Unix and Vista.
- Junior Project manager.
- Reason for Leaving : Promotion
Associate Field Customer Engineer
Getronics
06.1999 - 05.2002
- IT operation field support
- I worked in the Point of Sale Division and the core responsibilities were maintenance, repair of all ICL/Olivetti branded point of Sale products for clients like Edcon, Clicks and Checkers and Shoprite Africa and meeting Service Level Agreements.
- These services were also extended to external clients.
- Later moved to the desktop support team providing repairs and maintenance for a wide variety of clients like Mutual & Federal, Fedsure and services included IT auditing for asset management.
- Maintenance of Dell, Acer and hp Servers
- Reason for Leaving : Promotion
Computer Engineer
Olivetti (merged with Getronics)
01.1998 - 05.1999
- ATM’S field Engineer
- Diagnose, Troubleshoot and resolve hardware, software problems.
- Involved in booking faulty units, diagnosis and repair, updating tickets and clients on repair status of their units.
- Maintain SLAs.
- Performing PM’s on customer units.
- Repairing and maintaining FNB ATM’s
- Reason for Leaving : Better opportunity
Education
Matric -
Thuto Ke Maatla Secondary School
01.1996
Business Communication Diploma - Information Technology/Systems
DAMELIN COMPUTER COLLEGE
Johannesburg01.2001
National Diploma - Information Technology/Systems
DAMELIN
Johannesburg01.1997
Skills
- Operating System Platform
- Microsoft
- Sun Solaris
- Linux
- Unix
- Novell
- Technical Support Skills
- Business application support
- Hardware
- Software
- Infrastructure
- Networking
- IT Projects
- Procurement
- Administration
- Documentation
- Data management
- Business Applications
- MS Office Suite
- Remedy
- Ibm Rational tools
- Reuters and Bloomberg admin and config
- Service now9
- Heat
- Scan track
- Dispatch 1
- Mail Marshall
- Active Directory
- MacAfee
- Oracle
Websites
Certification
Name of Institution: University of Pretoria/Gibbs
Accomplishments
- Skills obtained from work experience
- Systems administration
- Service management and delivery.
- Business Writing (Presenting and Reporting).
- Develop Reports
- Business Analysis
- Business Intelligence(crystal reports )
- Liaison with third party stake holders in Ensuring Optimal customer service.
- Escalation Process management
- People management
- Process engineering
- ITIL Administration
- Ability and emotional intelligence to teach highly technical content to users with any level of experience.
- Business Communication (Giving Technical information to non-technical users at all business levels )
- I am a team Player at all times (I Maintain a professional behaviour towards clients and team at all times).
- Multi tasking open calls, meeting deadlines to achieve and keep to Service Level Agreements.
- Talent for seeing the big picture in terms of networks, IT solutions and problems.
- Working Under Pressure
- Negotiation skills
- Implementation Skills
- Time management
- Customer Services cycles
Timeline
Operations Head of Department
ITHUBA LOTTERY
03.2018 - Current
Field Service Operations Manager
ITHUBA LOTTERY
03.2015 - 03.2018
Senior Service Delivery Manager
Absa Barclays Sandton Head Office (Alice Lane)
03.2013 - 01.2015
National Operations Manager, Customer Service
National Operations Manager
03.2008 - 01.2013
National Operations Manager
National Operations Manager
03.2008 - 01.2013
Senior Customer Engineer/Project manager
Bytes Managed Services
06.2002 - 01.2008
Associate Field Customer Engineer
Getronics
06.1999 - 05.2002
Computer Engineer
Olivetti (merged with Getronics)
01.1998 - 05.1999
Matric -
Thuto Ke Maatla Secondary School
Business Communication Diploma - Information Technology/Systems
DAMELIN COMPUTER COLLEGE
National Diploma - Information Technology/Systems
DAMELIN
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