Mbulelo Sochifa

As the Head of the newly formed Group IT Service Management division, my strategy is built on People, Processes and Tool optimization with cost efficiencies.

Key responsibilities:

• From a People perspective, I focused on ensuring that we had adequately skilled people performing the right functions.
• I restructured the Operations team which included the End User Computing (EUC) and the Service Desk functions and onboarded qualified Service Managers to form a fully operational division.
• From a Process perspective, my main objective was to establish, mature and ensure governance of key IT Service Management processes which align to the COBIT 2019 framework and support the enterprise strategic goals.
• From a Tools perspective, I managed the onboarding of a new Service Desk vendor where we successfully migrated the call management function from Service Now to Helix Remedy.
• We developed third party Service Level Agreements, Key Performance Indicators and ensure that we review the service on a monthly basis.
• From a risk perspective: we established Service Level Management framework to standardize the management of 3rd party vendors and in-house Operational Level Agreements (OLA's).

The purpose of the role is to align the technology strategy to the business strategy and ensure maximum return on investment.

Key responsibilities:.

• Investigate and implement strategic solutions for the short-term insurance business.
• Assist in the prioritization of projects.
• Prepare and present board reports.
• Identify and track the remediation of technology risks.
• Business relationship management.
• Oversee the management of Technology systems to ensure system stability and minimize business impact during unplanned outages.
• Ensure that support teams adhere to governance principles.
• Manage and act as escalation point for all Technology infrastructure issues.

The purpose of this job was to establish IT Service Management principles and ensure that technology teams deliver contracted services to business.

Key Responsibilities:

• Leading a team of Service Managers that supported different business units.
• Technology and Business Stakeholder management.
• Driving Service Improvement Plans.
• Ensuring domain standards and policies are aligned with the ITIL implementation design
• Analyzing and documenting the Service Management requirements for each Service Delivery discipline.

The purpose of the role is to ensure the governance and adherence to the service management framework in order to ensure technology's optimal service delivery to business against contracted services for the Absa Insurance Company and Absa Life Portfolios.

Key Responsibilities:

• Owner of complete end to end service, including a full understanding of its assets, components and costs.
• Act as the key interface between the Business and component teams for ensuring the required IT capability is in place and delivers to the business needs and priorities.
• Develop and maintain Service Level Agreements, and deliver the IT Services to agreed service levels and costs.
• Manage customer relationships on service performances, and chair service reviews with the business and operational with component areas to formally review performance against SLAs/OLAs issues and log successes.
• Manage risk profile associated with services, ensuring business has full appreciation on risk exposure, and that investments on services are in line with its criticality to the business.
• Manage risk profile associated with changes to service; ensuring changes are services ready, at a manageable and operable standard, with any possible risks clearly articulated to the business.
• Proactively identify and manage issues with service performance, develop and drive the delivery of service improvement plans and continuous improvement activities on services.
• Proactively analyse the performance of technology and supply chain, and drive value delivery through the supply chain, facilitating the delivery of business and service strategy.
• Act as front face from component teams, to influence and partner with the business in maximising business benefits delivered from our technology strategy and investments Organisation.

The purpose of this role is to to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services).

Key responsibilities.

• ITIL Process Implementation and Optimization.
• Ensure adherence to Incident and Problem Management processes
• Stakeholder Management.
• Ensure SLA adherence.
• Chairing and or being a part of incident forums and attending and participating in other service management governance forums.
• Identifying service improvement opportunities by documenting or modifying existing work instructions, processes and business rules.
• Receiving calls from the Service Desk on the incident management standby mobile number during the day and after hours when on stand-by regarding possible high impact incidents and advising or confirming incident priority and assignment.
• Managing the incident management mailbox to offer advice and assistance to vendors and the Service Desk.
• Following the Priority 1\2 process for incidents with high to critical business impact.
• Scheduling and facilitating teleconferences with vendor technical representatives and or incident managers in cases where high impact incidents require more than one vendor to resolve or the source of the incident is unknown to help speed up resolution., work
• Extracting and analyzing data to create management information reports to help identify trends and to address quality and non-compliance issues.

The purpose of this role is to promote the company mission, products or services and to ensure all messaging, from a community email to a tweet, align with the values of the business.

Key responsibilities

• Managing communications within the organization and with potential sponsors, donors and friends of the organization.
• Working hand in hand with the fund raising manager to draft proposals and letters.
• Writing annual reports.
• Administrating and updating the organization’s website by organizing written material and visuals, documenting events, writing reports and inspirational article.

The purpose of this role is to manage the successful operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.

Key Responsibilities:

• Managing the operation of the IT Service Desk.
• Ensuring that all incidents, requests, changes and problems are accurately logged using FrontRange IT Service Management.
• Mentoring and motivating Service Desk Agents.
• Meeting and exceeding incident and request handling goals.
• Managing Service Desk projects, client escalations and ensuring customer satisfaction.
• Developing team training plans and scheduling training.

The purpose of this role was to manage the Service Desk and the first call resolution team.

Key Responsibilities:

• Managing the operation of the IT ServiceDesk and providing work direction to all staff within the unit.
• Supervising the fundamental operations of commonly used software, hardware and other computer peripherals.
• Following standard ServiceDesk operating procedures.
• Ensuring that all incidents, requests, changes and problems are accurately logged using the call tracking software (CA Unicentre Service Desk).
• Mentoring and motivating staff.
• Meeting and exceeding call handling goals.
• Setting up Key Performance Indicators and scheduling quarterly one- on-one meetings with service desk agents to discuss KPI’s, career development plans and set goals and measures of achieving them.
• Handling client escalations.
• Managing client expectations.
• Creating and analyzing daily, weekly and monthly reports and measuring standards to ensure team goals are being met.

The purpose of this role is to manage End User Computing Services.

Key responsibilities:

• Managing the operation of the IT Desktop and providing work direction to all staff within the unit.
• Ensuring that the technicians adhere to SLA agreements and that they maintain satisfactory MTTR levels while providing the best service to the client.
• Planning and managing projects and resources accordingly.
• Mentoring and motivating staff.
• Initiating the performance standards for equipment and services and ensure service quality is upheld.
• Coordinating with Asset Management on issuance or disposal of equipment and provide technical reports for unserviceable equipment to be submitted for write-off.
• Defining and coordinating team training sessions.
• Setting up Key Performance Indicators and scheduling quarterly one- on-one meetings with desktop technicians to discuss KPI’s, career development plans and set goals and measures of achieving them.
• Creating and analyzing daily, weekly and monthly reports and measuring standards to ensure team goals are being met.

The purpose of this role is to provide First line technical support to customers.

Key responsibilities:

• First Call Resolution.
• Remotely assisting users with technical queries.
• Active Directory administration.
• Accurately logging all incidents on the call tracking system.
• Prioritizing, categorizing and assigning calls accordingly.

The purpose of the Help Desk Analyst's role is to ensure proper computer operation so that end users can accomplish business tasks.

Key Responsibilities:

• Accurately logging all incidents on the CA Unicentre Service Desk.
• Prioritizing, categorizing and allocating calls accordingly Voluntary Work Organization Rona Regeneration Project.
• Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
• Managed customers' expectations of support and technology functionality in order to provide positive user experience