Rita Sinayo Karuhije
Service Delivery Manager
Cape Town
Summary
Experienced Service Delivery Manager with a strong educational background and 7 years of experience in IT Services. Skilled in initiating, planning, executing, managing, and closing out action escalations and projects. Confident in ability to work independently and collaborate with others to drive tasks and SLA requirements to completion. A results-oriented individual with a passion for learning and mastering new skills. Thrives on challenges and takes pride in work. Proven ability to assess project objectives, coordinate administrative support functions, and build solid relationships while balancing priorities. Tactical planner with excellent organizational and problem-solving skills. Successfully coordinated project schedules, resources, operations, and ensured on-time implementation and execution in previous role at Altron Digital Business. Developed strong relationships with customers, staff, vendors, and management teams to enhance project efficiency. Utilizes collaboration and motivation to drive peak results. Enthusiastic, dedicated, and committed to achieving success.
Overview
8
8
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
Service Delivery Manager
Altron Digital Business
12.2021 - Current
- Ensure that service levels are achieved according to SLA at each client and are reported monthly
- Management of staff and 3rd party providers to ensure that Service Levels are achieved
- Identify and communicate required resource demand and allocation for Services
- Ensure that all client reports are provided as agreed with the client
- Act as the escalation point for Operational matters in the respective operations
- Ensure continuous communication, technical resolution, and feedback regarding escalations to customers
- Resolve and coordinate all client queries and complaints
- Ensure that all resources are effectively utilized and optimized
- Coach and develop resources
- Manage and or perform all relevant administration to achieve efficiency
- Implement the HR governance structures per the HR policy
- Ensure that all recurring and ad hoc billing is done accurately and in time.
- Ensure that relevant customer documentation is maintained
- Ensure Continual Service Improvement Strategies are developed and implemented
- Collaborate with internal experts and external partners to achieve the above Key Responsibility
- Ensure an exceptional quality of service delivery to the Customer
- Ensure that all scheduled reports are provided to internal and external customer and management
- Ensure that service levels are achieved according to SLA at each client and are reported on a monthly basis
- Ensure continuous communication, technical resolution, and feedback regarding escalations to customers
- Ensure staff conform to the customer procedure and processes
- Conduct Ongoing Customer Lifecycle and Relationship Management
- Ensure all maintenance billing is agreed and paid for 30 days prior to service initiation or as per contract
- Manage quality and correctness of invoices and supporting documents through Pre-Bill process
- Ensure annual credit notes amount is zero
- Ensure that debtor's book does not exceed 30 days
Account Controller
Altron Digital Business
10.2018 - 12.2021
- Pro-actively manage open Customer calls until resolved
- Managing Customer Reports on Backlog incidents
- To manage and resolve all Backlog requests within set backlog targets (specified by Customer)
- Action all necessary escalation steps and processes to ensure that backlog targets are achieved
- Ensure service requests are updated daily
- Interface with Internal customers (Field Service Manager, Senior Manager's, Logistics, Supply Chain & Vendor management and other departments)
- Ensure accurate stop code application, removal where necessary
- Escalate outstanding Customer calls to ensure SLA adherence
- Submit required SLA alerts through the escalation process
- Monitor and ensure adherence to nominated account SLA's
- Receive, action and close escalations internally and externally
- Quality Management and Data verification
Escalation Agent
Altron Digital Business
02.2018 - 02.2019
- Ensure that clients are given detailed concise feedback on their escalations and that regular updates are provided throughout the life cycle of the escalation
- Ensure that all escalations are completed and signed off with the client in the stipulated hours (Work in conjunction with Field Ops, SCM etc
- To resolve service request when it is received)
- Ensure that Escalated Service Requests are driven to completion within the targeted time frames (15 minutes to respond to an escalation)
- Ensure adherence to the quality procedures for department
- Ensure process and procedures are documented
Incident Management Agent
Altron Digital Business
02.2017 - 10.2018
- Pro-actively manage open service order's on Astea
- Customer Reports on Backlog incidents
- To manage and resolve All Backlog requests within set backlog targets (specified by Customer)
- Action all necessary escalation steps and processes to ensure that backlog targets are achieved
- Ensure service requests are updated daily
- Interface with Internal customers (FSM's, Senior Manager's, Logistics, Supply Chain & Vendor management, and others)
- Ensure 9 backlog call closure in accordance with specific customer targets
- Ensure accurate stop code application removal where necessary
- Escalate outstanding work order requisitions to ensure SLA adherence
- Submit required SLA alerts through the escalation process
- Monitor and ensure adherence to nominated account SLA's
- Receive, action and close escalations internally and externally
- Quality Management and Data verification
Call Centre Technical Agent
CCI
07.2017 - 12.2017
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Collaborate with other call centre professionals to improve customer service
- Help to train new employees and inform them about the company's customer management policies
Education
Bachelor of Arts (HONS) - Psychology
University of South Africa (UNISA)
Durban, South Africa 01.2011 - 12.2015
Bachelor of Arts - Communication Studies and Psychology
University of South Africa (UNISA)
Durban, South Africa 04.2010 - 01.2016
Intermediate Certificate - Leadership Whole Brain Thinking
CreateConsulting
Johannesburg, South Africa 05.2023 - 09.2023
Skills
Service Level Agreement Management
Client Relationship Management
Performance Improvement
Project Planning and implementation
Risk Mitigation
Vendor Management
Attention to Detail
Good negotiator
Good prioritisation
Ability to work independently and within a team
Ability to manage multi-disciplinary projects
Ability to work in a fast-paced environment under pressure
Strong Presentation Skills
Self-confident
Perseverance
Data Analytics
Account revenue growth, billing & invoicing
Critical Thinking
Personal Information
- Date of Birth: 08/09/90
- Nationality: South African
- Driving License: Code 8
Training
Create consulting: Create Leaders Academy, 01/01/23
Yearsofexperience
6 Years
Timeline
Intermediate Certificate - Leadership Whole Brain Thinking
CreateConsulting
05.2023 - 09.2023
Service Delivery Manager
Altron Digital Business
12.2021 - Current
Account Controller
Altron Digital Business
10.2018 - 12.2021
Escalation Agent
Altron Digital Business
02.2018 - 02.2019
Call Centre Technical Agent
CCI
07.2017 - 12.2017
Incident Management Agent
Altron Digital Business
02.2017 - 10.2018
Bachelor of Arts (HONS) - Psychology
University of South Africa (UNISA)
01.2011 - 12.2015
Bachelor of Arts - Communication Studies and Psychology
University of South Africa (UNISA)
04.2010 - 01.2016
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