Kholofelo Dube

• As a Global Service Manager within the Head of Technology Services division, my primary responsibility is to oversee the delivery of IT services and ensure compliance with contractual obligations.
• I have a key responsibility to seek and proactively improve service delivery and sustainability measures continuously
• Identify opportunities to optimize IT service delivery costs
• Establish and maintain collaborative professional relationships with internal stakeholders and clients
• Serve as a trusted advisor and the primary point of contact for People Experience processes, while also interfacing with risk management
• As the Operational Resilience Coordinator (ORC), collaborate closely with infrastructure technology teams to ensure that their disaster recovery plans for critical systems and applications are regularly updated and aligned with the business impact analysis (BIA) plans.
• Drive service improvement & SLA achievement across the business areas (influence stakeholders for optimal service delivery)
• Facilitate incident and problem management by ensuring swift incident resolution and preventing future issues through the identification and addressing of root causes, ultimately enhancing service reliability and business continuity.
• Drive change management initiatives by ensuring that all stakeholders are effectively engaged and kept abreast of developments on the project
• Drive a culture of continuous improvement through a solid understanding of the services rendered and deeply embedded business relationships

Achievements

• Our team has dedicated significant effort to develop processes across all service management capabilities, including Incident, Major Incident, Problem, Change, and Configuration Management. This initiative has now been approved by the Head of Digital and Technology for global implementation across the bank by all IT and business groups.
• With these processes established and integrated into our service management tool (OneInvestec ServiceNow) since May 2022, we are now able to measure SLAs effectively.

Responsible for overall service delivery for the Life and Short-Term Insurance business, including but not limited to: Liaising with external areas upon which we are dependent for incident resolution, notably Infrastructure and Integration Layer teams. Pro-active problem management function as well as Business Relationship management.

• Draw up a budget in alignment with operational delivery plans, monitor effectiveness, report on variances, and provide solutions and recommendations
• Manage costs through initiatives/projects to contribute to an area of work's overall growth and profitability
• Ensure that client queries are dealt with proactively and accurately within the agreed turnaround times and that responses are of high quality by communicating problems to avoid service disruption to clients
• Build and sustain collaborative working relationships with relevant peers and stakeholders to achieve productivity synergies
• Comply, understand and implement all steps within IT development and meet governance in terms of legislative and audit requirements
• Draft and implement frameworks, methodologies, guidelines, and procedures to support Root cause analysis as a discipline in the business for IT Service Delivery
• Ensure all the required hardware and software contracts and SLAs are up to date for the group
• Support best practice and innovation in the operational model through critical assessment of its workings and challenges to its design assumptions

Achievements

• Successfully ensuring that all hardware and software contracts and service level agreements (SLAs) for information technology services across the Insurance business are delivered according to specifications
• Facilitating communication between the business, ITS, and the Vendor in order to define SLAs required for the business unit
• Drafted new Vendor SLAs and contracts working hand in hand with legal teams and acquiring relevant approvals and sign off from CIO, CEO, and stakeholders
• Reviewed all current and expired underpinning contracts were renewed and appropriate for the agreed service level targets
• Ensure vendor service review meetings were set up and minuted to monitor SLA performance

• Deliver stable and cost-effective services, demonstrating complete end-to-end ownership, driving value for the customer, and facilitating business realizations from technology strategies
• Own end-to-end service, including a full understanding of its assets, components, and costs
• Acting as the key interface between the business and component teams, ensuring the required capability is in place and delivered to the business needs and priorities
• Develop and maintain the service level and deliver the IT services to agree on service level and costs
• Manage Customer relationships on the service performances and chair service reviews with business and operational component areas to formally review performance against SLA/OLAs issues and log Successes
• Manage risk profile associated with changes to the service, ensuring service-ready changes at a manageable and operable stand, with any possible risks clearly articulated to the business
• Take ownership of costs charged for the services and proactively drive cost efficiency
• Proactively identify and manage issues with service performance, develop and drive the delivery of service improvement plans and continuous improvement activities on services

• Manage the Video & Audio Conferencing and VIP support Team and associated services within the organization
• Ensuring service levels are met and maintaining a high level of customer service
• Represent the service across the organization
• Manage the risk of operating service
• Coordinate communication among support staff and customers, including key executives and CEOs
• Serve as a point of escalation (notification) for major incidents
• Ensuring that any changes to the service follow the current change management process
• Provide input to the continual service improvement process
• Participating in internal and external service review meetings (within IT)
• Ensure that performance meets the requirements of SLAs and OLAs
• Provide reporting and metrics on the performance of service
• Managing the VAC and VIP onsite support team

• Manage the network support team, all supporting infrastructure, and associated services
• Ensuring service levels are met and maintaining a high level of customer service
• Responsible for network support team on the site
• Ensure that network services are monitored and proactively managed to meet required service levels and administered for the customer
• Provide recommendations to the customer to improve system delivery and proactively manage services to ensure failure is pre-empted and resolved before critical
• Review and approve changes to the supporting infrastructure's planning, design, configuration, and management via change management procedures
• Ensure all required service management information is collected, recorded, and reported
• Management of customer expectations and perception
• Ensure that the delivered system meets acceptance criteria and that such system is capable of meeting the Service Level Agreement
• Contributes to monthly reporting on progress, operational, and service level
• Initiate any actions necessary to improve or maintain the level of service
• Define the roles and responsibilities of the staff and plan their recruitment, training, and development
• Manage staff in service delivery by activity reports, KPIs, performance, and development
• Staff motivation and mentorship, career planning, and training requirements
• Monitor Service levels
• Providing regular reports on service achieved compared with the target set in SLAs
• Organize regular review meetings between clients and service providers
• Make proposals to management for changes and improvement

• Performing standard work on network systems such as configuring, installing, and maintaining Cisco devices and Juniper compression devices
• Following specific technical instructions and engineering drawings and referring to more complex tasks upward
• Install, configure, operate, and troubleshoot medium-size routes and switched networks, including implementation and verification of connections to remote sites in a WAN
• Plan implement, verify and troubleshoot local and wide-area enterprise networks and work collaboratively with specialists on advanced security, voice, wireless, and video solutions
• Respond to customer queries and complaints
• To perform first and second-level support on day-to-day operations
• To evaluate, implement and train new technologies to enhance the service offering of the network managed service
• To plan, deploy and implement network features and functions
• To implement networks across multiple platforms and technologies
• To maintain and manage various networks and services for the customers
• To achieve a high standard of customer satisfaction by delivering timely and well-managed projects

• Design, Develop, test, and supervise the installation of data, fiber and telephony cabling, and components
• And successfully participating in the upgrading of the M-Net telephony system
• Fully Install, program, lay cabling, and supply training to the customer on the new PABX and VOIP systems
• Confer with engineers, customers, and all relevant people to discuss existing or potential projects
• Supervision and quality assurance of cabling installations
• Operate computer-assisted engineering and design software to perform telephony tasks
• Coordinate installation, maintenance, support, documentation, and testing activities to ensure compliance with specifications codes and customer requirements