Maropini Peter Makgoba

A Service Management professional with experience in IT operations, Team leadership, Incident & Problem Management and customer service delivery. In my role as an IT Service Team Leader, I managed the full support lifecycle, overseeing technician's performance, driving SLA compliance, and ensuring consistently high service standards and morale. With strong ITIL knowledge, a background in desktop and end-user support.

• Successfully managed and coordinated the resolution of high-priority (P1/P2) incidents, minimizing business impact and restoring services within agreed timelines.
• Reduced Mean Time to Resolution (MTTR) through improved incident triage, escalation procedures, and stakeholder coordination.
• Led post-incident reviews (PIRs) and root cause analysis sessions, driving corrective actions to prevent recurring incidents.
• Implemented proactive monitoring and alerting processes that increased early incident detection and reduced unplanned outages.
• Maintained consistent communication with business stakeholders during major incidents, ensuring transparency and timely updates.

• Ensured stable and reliable IT service delivery across multiple customers and business units, consistently meeting operational targets.
• Improved customer satisfaction by enhancing service processes, communication channels, and support responsiveness.
• Successfully coordinated service transitions, upgrades, and maintenance activities with minimal disruption to business operations.
• Established service improvement initiatives that enhanced operational efficiency and reduced service-related escalations.
• Managed vendor and support partner performance to ensure alignment with business expectations and service commitments.

• Consistently achieved and exceeded SLA targets for incident response, resolution, and service request fulfillment.
• Implemented SLA performance dashboards and reporting mechanisms, improving visibility and accountability across support teams.
• Reduced SLA breaches through proactive workload management, resource planning, and escalation management.
• Conducted regular SLA reviews with customers and internal stakeholders, ensuring service expectations remained aligned with business needs.
• Identified performance trends and implemented continuous improvement initiatives that improved overall SLA compliance.

• Led the resolution of complex technical and operational issues by coordinating cross-functional teams and driving root cause analysis.
• Established a structured problem management process that reduced recurring incidents and improved service stability.
• Identified underlying causes of frequent service disruptions and implemented permanent corrective actions, resulting in improved system availability.
• Leveraged trend analysis and operational data to proactively address service issues before they impacted customers.
• Streamlined escalation and decision-making processes, enabling faster resolution of critical business-impacting incidents.

• Implemented proactive risk management practices, identifying service delivery risks and developing mitigation plans to minimize operational impact.
• Introduced preventive maintenance, monitoring, and health-check initiatives that significantly reduced unplanned outages and service interruptions.
• Strengthened governance controls and operational procedures to reduce compliance, security, and service delivery risks.
• Conducted regular risk assessments and service reviews to identify vulnerabilities and improve operational resilience.
• Developed contingency and recovery plans that enhanced business continuity and reduced the impact of critical service failures.
• Drove continuous improvement initiatives through lessons learned from incidents, audits, and customer feedback.