Louis Dell
Experienced Executive
Paarl
Summary
Dynamic individual with hands-on experience in operational management, IT service delivery, project management, client success management and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
40
40
years of professional experience
2
2
Languages
Work History
Founder & Principal Consultant
Dell Consulting
09.2022 - 10.2023
- Providing consulting services to retail and banking clients focused on operational efficiency and IT spend optimization.
- Contracted to Altron (Feb 2024 – Present) to reimagine Retail IT Operations.
- Achieved reductions in operational costs, improved SLA performance, enhanced staff satisfaction, and elevated client Net Promoter Score (NPS).
- Implemented efficient operational processes to optimize productivity and resource allocation.
Head of Operations: End-User Services (EUS)
Altron Managed Solutions
04.2020 - 09.2022
- Led national IT operations across retail and desktop clients.
- Oversaw field service, remote support, incident management, project management, part planning and management, and partner relationships across SA and Africa.
- Embedded a culture of care and performance, improving SLA and customer satisfaction.
- Enhanced staff satisfaction – 346 staff at different levels
- Reduced Operational Cost
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Managed crisis situations effectively by developing response plans in advance.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
Executive: Client Relationships & Operations
Altron Managed Solutions
03.2016 - 03.2020
- Managed R800M annuity budget across retail and ATM banking accounts.
- Led 39 professionals across account management, service delivery, and project execution.
- Improved SLA compliance to >96% and client satisfaction from -2.9 to +26 in 12 months.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
- Achieved industry-leading customer satisfaction scores by revamping customer feedback and resolution process.
Programme Manager: ABSA EUC Account
Altron Managed Solutions
02.2014 - 02.2016
- Delivered high-quality end-user support services, 48 000 users in SA.
- 95% SLA achievement and increase revenue with 27%.
- Awarded the Beams Award for excellence.
- Delivered 87 projects over a 18 month period successfully and within budget.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Senior Key Account Manager
UCS Technology Services / UCS Software
11.2007 - 10.2010
- Managed five corporate accounts with combined revenue of R278M annually.
- Built strategic alliances and ensured profitable service delivery.
- Played an instrumental role in winning new business through targeted prospecting and relationship building activities.
- Collaborated with internal teams to ensure timely and accurate delivery of products and services to clients.
- Facilitated successful contract renewals by proactively addressing client concerns before they became obstacles, ensuring continued business partnerships.
- Monitored industry trends to stay ahead of competitors, offering relevant solutions to customers'' needs.
- Conducted regular account reviews to identify areas for improvement or potential risks, taking corrective action as needed.
National Professional Services Manager
UCS Technology Services / UCS Software
07.2004 - 10.2007
- Led 92 staff and 9 line managers across national and international service lines.
- Oversaw infrastructure support, software implementation, logistics, and business analysis.
- Communicated with business stakeholders and IT leadership to facilitate awareness of progress, risks and results.
- Developed high-performing teams by implementing effective training programs and performance management systems.
- Audited existing networks and infrastructure to determine areas in need of improvement.
- Oversaw product and project implementation services.
- Reduced operating costs through process optimization and cost control measures.
- Developed goals and objectives for conducting short and long-range strategic planning.
- Led cross-functional teams to deliver complex projects on time and within budget constraints.
- Supervised professional service team in respect to milestones, activities and goals.
Head of Customer Services
Ultimate Connection
01.2001 - 01.2002
- Built the department from the ground up.
- Implemented project office, helpdesk, training, and channel program.
- Implemented Professional Consultation team
- Work closely with POS Software Development team
- Implemented User Acceptance Testing and Processes
Senior Customer Services Manager
Ixchange
01.1998 - 01.2001
- Managed national teams and implemented SLAs.
- Directed team of 9 supervisors and managers to enhance across-the-board customer support and better meet company service demands.
- Managed Logistic and hardware repair successfully
- Automated business processes to reduce
- Turned a loss-making unit into a profitable division
Senior Configuration/Project Manager
Persetel (PCS)
01.1996 - 01.1998
- Developed and implemented configuration management policy.
- Managed NaTIS project and logistics teams.
- Successfully rolled out hardware to 789 municipalities across South Africa
- Planned, designed, and scheduled phases for large projects.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
Senior Financial & Logistics Manager
South African Police Service
01.1984 - 01.1995
- Managed R800M annual budget and 22 staff.
- Twice awarded Junior Officer of the Year.
- Managed logistics budgets and forecasting to achieve cost-effective operations.
- Monitored logistics performance and identified improvement opportunities.
- Managed a team of logistics professionals, providing coaching and guidance for career development and skill enhancement.
- Efficiently managed budgets, ensuring optimal allocation of resources towards critical projects while minimizing unnecessary expenditures.
- Managed a team of finance professionals to ensure timely financial reporting and compliance with regulatory requirements.
- Streamlined budgeting processes for increased operational efficiency and cost reduction.
- Analyzed budgets, financial reports, and projections for accurate reporting of financial standing.
Education
Bachelor of Theology (BTH) - First Year
Hugenote College
National Diploma - Police Administration
UNISA (Technikon RSA)
Executive Program - undefined
Altron
Advanced Negotiation - undefined
Altron
Lamp Account Management - undefined
Miller Heiman
Project Management - undefined
Persetel
Financial and Logistic Management - undefined
SAPS Academy
Skills
- IT Operations Leadership
- Service Delivery Management (ITIL-aligned)
- Infrastructure & End-User Support
- Vendor & SLA Management
- Strategic Planning & Execution
- Governance & Compliance
- Team Empowerment & Culture Building
- Customer Experience & Relationship Management
- Continuous Improvement & Innovation
- Budgeting & Financial Oversight
Career Highlights
- Founded Dell Consulting to deliver strategic IT transformation and cost optimization.
- Transformed underperforming business units into profitable divisions.
- Improved client satisfaction ratings by over 28 points in one year.
- Led service teams across SA and Africa with consistent SLA achievement.
- Received multiple awards for excellence in service and leadership.
- Developed successful Channel Partner Program in South Africa, BNLS and Africa
Timeline
Founder & Principal Consultant
Dell Consulting
09.2022 - 10.2023
Head of Operations: End-User Services (EUS)
Altron Managed Solutions
04.2020 - 09.2022
Executive: Client Relationships & Operations
Altron Managed Solutions
03.2016 - 03.2020
Programme Manager: ABSA EUC Account
Altron Managed Solutions
02.2014 - 02.2016
Senior Key Account Manager
UCS Technology Services / UCS Software
11.2007 - 10.2010
National Professional Services Manager
UCS Technology Services / UCS Software
07.2004 - 10.2007
Head of Customer Services
Ultimate Connection
01.2001 - 01.2002
Senior Customer Services Manager
Ixchange
01.1998 - 01.2001
Senior Configuration/Project Manager
Persetel (PCS)
01.1996 - 01.1998
Senior Financial & Logistics Manager
South African Police Service
01.1984 - 01.1995
National Diploma - Police Administration
UNISA (Technikon RSA)
Executive Program - undefined
Altron
Advanced Negotiation - undefined
Altron
Lamp Account Management - undefined
Miller Heiman
Project Management - undefined
Persetel
Financial and Logistic Management - undefined
SAPS Academy
Bachelor of Theology (BTH) - First Year
Hugenote College
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