KEVIN LLOYD
Roodepoort
Summary
Highly skilled National Service Manager with specialization in overseeing large, diverse teams to achieve service excellence. Strengths include strategic planning, team leadership and conflict resolution combined with customer relationship management and problem-solving skills. In previous roles, significantly improved operational efficiency while enhancing staff performance and client satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
National Service Manager: Mobile Services
Vodacom
01.2023 - 09.2024
- Manage top-tier Vodacom client portfolios, and identify evolving service needs.
- Define, negotiate, and manage IT service levels with customers.
- Monitor SLA performance, investigate breaches, and implement corrective actions.
- Conduct regular service reviews with customers, and drive continuous improvement.
- Review and update SLAs, OLAs, and service agreements annually, or as needed.
- Assess the impact of changes on service, and participate in CAB meetings when relevant.
- Integrate Service Improvement Plans into the SLM process.
- Build strong client relationships, and manage communication effectively.
- Handle complaints, and escalate when necessary for resolution.
- Track and improve customer satisfaction through data analysis and reporting.
- Serve as the escalation point for SLM Analysts, and support service coordination.
- Identify and implement opportunities for improving service efficiency.
- Report regularly on service performance to customers and IT teams.
Service Manager: Fixed Services
Jurumani/Vodacom
08.2017 - 12.2022
- Identify and document customer service needs in SLAs and SLRs.
- Negotiate and agree on IT service levels with customers.
- Monitor service performance, report on SLAs, and manage any breaches.
- Conduct and document regular service reviews, including agreed actions.
- Drive continuous service improvement, and provide progress updates.
- Review and update service scope, SLAs, OLAs, and related agreements annually.
- Assess the impact of changes, and participate in CAB meetings when needed.
- Integrate Service Improvement Plans into the SLM process.
- Build strong client relationships, and manage communication effectively.
- Handle and escalate customer complaints to ensure resolution.
- Measure and improve customer satisfaction through analysis and feedback.
- Review current service performance and support process improvements.
- Coordinate temporary changes in service levels, and act as an escalation point.
- Support SLM Analysts, and escalate issues to the SLM Process Owner.
- Develop and communicate SLA structures clearly and consistently.
- Produce regular service performance reports for customers and IT teams.
Major Incident Duty Leader & Escalation Specialist
Internet Solutions – ISP
06.2014 - 07.2017
- Led coordination and resolution of major incidents, ensuring client notifications within 15 minutes of outage detection, and timely follow-up updates.
- Captured detailed incident timelines in CRM, and maintained accurate records of events.
- Managed the client hotline with real-time incident voice updates during outages.
- Escalated issues internally and to vendors to ensure swift resolution and client satisfaction.
- Attended major incident reviews, and compiled detailed post-incident reports and RFOs.
- Maintained and updated vendor contact databases for rapid engagement.
- Handled client escalations from start to resolution, ensuring consistent communication and ownership.
- Provided 24/7 follow-up on outstanding escalations, and monitored shift queues for critical issues.
- Reported staff performance concerns and productivity issues when observed.
- Oversaw after-hours Change Management, including monitoring Backbone/Core changes for impact.
- Coordinated and communicated emergency changes to clients after hours.
Education
Some College (No Degree) -
George Campbell Technical High School
Durban Skills
- Service level management
- Client relationship management
- SLA negotiation
- Performance analysis
- Continuous improvement
- Incident resolution
Certification
A+
N+
Software and Hardware Development
ITIL certification
Advanced Excel
Advanced Networks – Pearson Assured
Comsol Radio Frequencies
Languages
English
First Language
Afrikaans
Intermediate (B1)
B1
References
References available upon request.
Timeline
National Service Manager: Mobile Services
Vodacom
01.2023 - 09.2024
Service Manager: Fixed Services
Jurumani/Vodacom
08.2017 - 12.2022
Major Incident Duty Leader & Escalation Specialist
Internet Solutions – ISP
06.2014 - 07.2017
Some College (No Degree) -
George Campbell Technical High School
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