LESEGO J RAPHELA
Service Delivery Manager (IT Systems)
Pretoria
Summary
Experienced and astute Digital Service Delivery Manager with over 7 years of expertise in management. A strong leader known for driving efficiency and cost savings through continuous process improvements. Polished individual with drive to proactively initiate positive change. A committed digital business change agent who thrives in leading cross-functional teams, managing vendor relationships, and delivering high-impact digital solutions. Adept at using data to drive decisions and improve customer experiences.
Overview
18
18
years of professional experience
1
1
Certificate
54
54
years of post-secondary education
Work History
Service Delivery Manager and Project Manager
Falcorp Tech: Telkom
2 2020 - Current
- Managing a team of 21, including developers, analysts and testers
- Provide Executive Management with service performance reports and / or other reports applicable to the business / customer / direct reports
- Ensuring exceptional customer experience and business engagement
- Identify, analyse and mitigate contractual risk and concerns
- First point of escalation for client on matters relating to service delivery
- Oversee all service delivery matter in line with contractual obligations
- Manage and accountable for contract life cycle
- Implementing and maintaining commercial model for the contract in manner that maximises Falcorp’s financial returns whilst reducing commercial risk
- Input into, and take ownership of overall contract management, starting from negotiations through to termination/ renewal
- Contract management throughout its lifecycle in a matter that mitigates contractual risk and exposure
- Co-ordinate all billing and invoicing in line with the contractual terms
- Develop and maintain functional relationships between all Falcorp and Telkom’s delivery units and external business partners
- Manage audit readiness relative to contract scope and requirements
- Participate in audit compliance reviews and take remedial action appropriately
- Implement and take ownership of Operational Level Agreements (OLA’s)/ SLA’s and Underpinning Contract (UC) management, tracking, measurement and reporting
- Manage quality of service delivered into the client
- Compile, validate, present of monthly SLA reports for client reviews
- Assistance in sourcing for recruitment and contracting of Service Management Staff Employee development, and training
- Performance management of contracting staff against agreed KPI’s
- Motivate and retain key talent within the organisation through fair, accurate and informative feedback and management of employees
- Mentor upcoming leaders
- Strategic planning and execution of projects
- Preparing and presenting account reports to EXCO
- Defining project scope, setting timelines, and managing priorities
- Leading daily stand-up meetings and negotiating with stakeholders
- Facilitating agile project management and ensuring quality delivery
- Business System Analyst
- Creating epics, features, and user stories for agile projects
- Eliciting and organizing requirements
- Developing functional specifications and collaborating with developers
- Acting as product owner in scrum teams
- Ensuring alignment of solutions with stakeholder needs.
Test Analyst
SQS: Johannesburg Stock Exchange (JSE)
02.2011 - 02.2012
- Analyzing application functionality and compiling testable requirements
- Performing functional, usability, and regression testing
- Writing and executing test cases, and compiling test reports.
Project Administrator/Business Analyst in Training/Tester
Playsafe SA IT Services/Kaizania IT Services
11.2007 - 08.2009
- Maintaining project plans and documentation
- Scheduling meetings and workshops
- Managing change requests and project status reporting.
Data Capturer
Prime Cure Group (Pty) Ltd
06.2006 - 10.2007
- Capturing medical aid member data and assisting with client support
- Testing medical aid data capturing systems.
Education
MASTERS DEGREE IN MANAGEMENT (DIGITAL BUSINESS) -
UNIVERSITY OF WITWATERSRAND
POSTGRADUATE DIPLOMA IN MANAGEMENT (DIGITAL BUSINESS) - undefined
UNIVERSITY OF WITWATERSRAND
NDip Information Technology (Web and Applications Development) - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY
Skills
Service Level Agreement Management
Client Relationship Management
Contract Management(Proposal Writing and presenting)
Budget and Billing Management
Incident Management
Project Implementation
Solutions Development
Critical Thinking
Decision-Making
Leadership Skills
Residentialarea
Pretoria
Emailcontact
Lesego.raphela@gmail.com
Noticeperiod
3 Months
Skillsmatrix
- Product Management: Advanced
- Delivery Management: Advanced
- Data Analysis: Advanced
- Vendor Management: Advanced
- Business Service Strategy: Advanced
- Capacity and Planning Management: Advanced
- Feature Team Coaching: Advanced
- Communication: Advanced
- Cost and Budget Management: Advanced
- Agile Project Delivery: Advanced
- Customer Experience: Advanced
- SDLC: Advanced
- Project Management: Advanced
- Analytical Ability: Advanced
- Business Proposal Writing: Advanced
- MS Excel: Intermediate
- Visio: Advanced
- PowerPoint: Advanced
- SQL Queries: Intermediate
- Defining User Interfaces: Advanced
- Scope Definition: Advanced
- User Acceptance Testing: Advanced
- Stakeholder Management: Advanced
- Relationship Management: Advanced
- User Manual & Training: Advanced
- Jira: Advanced
- Business Writing Skills: Advanced
- Presentation and Facilitation Skills: Advanced
- Change Control/Management: Advanced
- Mentoring: Advanced
- UML Modelling: Advanced
- Use Cases: Advanced
- Requirements Definition: Advanced
- User Story Definition: Advanced
- Data Modeling: Intermediate
Personal Information
Nationality: South African
References
Available upon request
Projects
Digital Transformation Project Omni Channel Project Mobile Application Project Redesigning telkom.co.za Various internal and external system upgrades and applications
Certification
ISTQB Foundation for Software Testing
Accomplishments
- Increased Falcorp's contract revenue by 8 Million rand .
- Designed and launched the QR Portal Project, resulting in increased account payment by over 3000 transactions.
- Designed and launched the MyTelkomApp Project, resulting in increased data top ups by over R500 000 per month.
- Requested to be part of a SMEET Member to select a UI/UX partner for a digital transformation project
Timeline
ISTQB Foundation for Software Testing
02-2011
Test Analyst
SQS: Johannesburg Stock Exchange (JSE)
02.2011 - 02.2012
Project Administrator/Business Analyst in Training/Tester
Playsafe SA IT Services/Kaizania IT Services
11.2007 - 08.2009
Data Capturer
Prime Cure Group (Pty) Ltd
06.2006 - 10.2007
Service Delivery Manager and Project Manager
Falcorp Tech: Telkom
2 2020 - Current
MASTERS DEGREE IN MANAGEMENT (DIGITAL BUSINESS) -
UNIVERSITY OF WITWATERSRAND
POSTGRADUATE DIPLOMA IN MANAGEMENT (DIGITAL BUSINESS) - undefined
UNIVERSITY OF WITWATERSRAND
NDip Information Technology (Web and Applications Development) - undefined
TSHWANE UNIVERSITY OF TECHNOLOGY