Na-yhm Lewis
ITC Service Delivery Manger
Cape Town
Summary
Dynamic leader with a proven track record at BET Software, excelling in operations management and team leadership. Expert in strategic planning and decision-making, achieving significant improvements in team performance and customer satisfaction. Skilled in fostering cross-functional teamwork and developing strong relationships, driving innovative solutions and enhancing operational efficiency.
Overview
16
16
years of professional experience
Work History
ITC Manager
BET Software
05.2021 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- 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.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Improved safety procedures to create safe working conditions for workers.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Defined clear targets and objectives and communicated to other team members.
Helpdesk Service Delivery Manger
Department of Health
05.2009 - 03.2020
- Oversee the delivery process, coordinate with various teams, manage resources, and maintain schedules.
- Receiving and evaluating customer requests and complaints
- Establishing and maintaining strong relationships with internal and external stakeholders
- Providing leadership to the service delivery team
- Advising and coaching team members
- Managing the service delivery schedules
- Understanding customer needs and providing the best service possible
Education
Networking Specialist Diploma - Information And Communication Technology
ITBC
Cape Town, South Africa 04.2001 -
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Staff development
Performance management
Relationship building
Cross-functional teamwork
Documentation and reporting
Timeline
ITC Manager
BET Software
05.2021 - Current
Helpdesk Service Delivery Manger
Department of Health
05.2009 - 03.2020
Networking Specialist Diploma - Information And Communication Technology
ITBC
04.2001 -
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