Microsoft Excel (Pivot Tables, VLOOKUP, Reporting)
NOTCH MABUNDA
Service Delivery Manager
Johannesburg
Summary
Experienced Service Operations and Service Delivery Manager with over 8 years in enterprise technology environments. Led L1 support teams, managed incident processes, and enforced SLA governance while optimizing ticket-driven workflows. Specialized in ITIL-aligned operations, escalation management, and service performance monitoring. Focused on operational efficiency and continuous improvement to enhance service availability in high-volume support settings.
Overview
4
4
Languages
6
6
Certifications
11
11
years of professional experience
Work History
Service Delivery Manager
Smart Office Connexion – Service Delivery
Johannesburg, South Africa
06.2022 - Current
- Lead operational service delivery across enterprise client environments, ensuring high availability of IT services and maintaining SLA performance through structured service management processes.
- Manage service operations and support teams, coordinating daily service desk activities, operational workflows and warehousing functions.
- Oversee incident management processes, ensuring timely resolution and escalation of service disruptions.
- Monitor ticketing systems and service request workflows, ensuring governance and accurate documentation.
- Coordinate with technical teams, vendors, and stakeholders to resolve operational incidents and maintain service continuity.
- Implement service delivery improvements that enhanced operational efficiency and reduced service delays.
- Manage asset monitoring systems, analysing operational data to maintain >95% SLA compliance.
- Produce operational dashboards and reports highlighting service performance, incident trends, and resolution times.
- Ensure stock take accuracy through disciplined stock control and implement stock accuracy improvement initiatives
- Ensure replenishment of stock in all relevant sites
- Key Achievements
- Maintained high SLA compliance across enterprise client environments.
- Improved operational response efficiency through structured escalation and reporting processes.
- Strengthened collaboration between service desk, field technicians, and vendor teams
- (Client: Transnet)
Onsite Support Manager
Smart Office Connexion – Onsite Support Manager
Johannesburg, South Africa
10.2017 - 05.2022
- Managed end-to-end service operations at client sites, overseeing service request handling, operational coordination, and SLA performance.
- Outlined primary duties for service operations management.
- Led onsite service delivery teams responsible for incident resolution and service request management.
- Managed high-volume operational service requests, ensuring efficient ticket processing and escalation.
- Implemented structured job tracking workflows, improving process visibility and turnaround times.
- Maintained service performance dashboards tracking service response times and operational KPIs.
- Acted as primary operational liaison between clients, service engineers, and internal IT teams.
- Ensured adherence to service governance procedures and operational standards.
- Knowledge in shrinkage control, stock take / cycle count processes, and root cause analysis
- Strong experience in high-volume picking, outbound, and stock flow coordination
- Managing and maintaining inventory accuracy targets and resolving stock discrepancies
- Improved service request turnaround time by 15% through workflow improvements.
- Implemented a job tracking system, increasing operational process accuracy by 30%.
Onsite Technician
Smart Office Connexion – Onsite Printer Technician
Johannesburg, South Africa
03.2015 - 09.2017
- Provided frontline technical support within enterprise client environments, supporting service desk operations and incident resolution.
- Outlined primary duties and tasks performed in the role.
- Delivered Level 1 technical support and resolved incidents for enterprise devices, ensuring quick restoration of services.
- Logged and managed service tickets and incident reports, facilitating efficient tracking and resolution of technical issues.
- Managed spare parts inventory to maintain service continuity and support timely device repairs.
- Assisted with asset lifecycle management and operational documentation.
- Key Responsibilities
- (Client: Transnet)
Education
BCom - Supply Chain & Operations Management
UNISA
Pretoria, South Africa06-2025
Programming Specialist -
Boston Business College & City Campus
Pretoria, South Africa01-2012
Senior Certificate (Grade 12) -
Sikhunyani Secondary School
Giyani, South Africa01-2006
Skills
Service desk management
Incident management
ITIL management
Ticketing governance
Request lifecycle management
SLA and KPI monitoring
Operational performance
Delivery reporting
Risk identification
Process improvement
Vendor management
Support operations
BMC Remedy
Excel reporting
IT Service Operations
Leadership & Coordination
Service Desk Team Leadership
Systems & Tools
Software
SAP ERP
Warehouse Management Systems (WMS)
Microsoft Office Suite
Microsoft Teams & Outlook
Google Workspace
ServiceNow
Certification
ITIL Foundation in Service Management
Timeline
Service Delivery Manager
Smart Office Connexion – Service Delivery
06.2022 - Current
Onsite Support Manager
Smart Office Connexion – Onsite Support Manager
10.2017 - 05.2022
Onsite Technician
Smart Office Connexion – Onsite Printer Technician
03.2015 - 09.2017
BCom - Supply Chain & Operations Management
UNISA
Programming Specialist -
Boston Business College & City Campus
Senior Certificate (Grade 12) -
Sikhunyani Secondary School