Summary
Overview
Work History
Education
Skills
Certification
Languages
Summary Of Experience
Accolades
Service Delivery & Operations Manager
Timeline
Generic

Roger Baartman

Eldoraigne

Summary

Knowledgeable Service Delivery and Operations manager with robust background in managing service delivery operations. Proven track record in enhancing service efficiency and driving team productivity through strategic planning. Demonstrated ability in stakeholder management and process improvement.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Service Delivery Manager

China Mobile International
11.2019 - Current


  • Enhanced service delivery by developing and implementing efficient processes.
  • Collaborate with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
  • Plan and manage full carrier and enterprise project lifecycles, from conception through final completion.
  • Developed comprehensive reporting systems that track service delivery progress transparently and efficiently.
  • Serve as primary interface for escalated service matters.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
  • Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
  • Lead cross-functional teams to achieve project goals on time and within budget.
  • Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
  • Conduct regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
  • Created and enforced detailed organization processes to increase quality and service standards.

Senior Service Manager

Jurumani Solutions
09.2018 - 10.2019
  • Service management of strategic customers within the enterprise business unit.
  • Client Relationship management with regular C-level engagements.
  • Service Level management including Incident, Change and Problem management.
  • Achieved metrics based on service availability, IPSLA, MTTR, etc.
  • Reporting on said metrics in relation to SLAs on monthly and weekly basis.

Technical Project Manager

FastNet Telecommunications
10.2017 - 09.2018
  • Manager of project management team.
  • Ensure timeous and quality delivery of Business as Usual (BAU) projects.
  • Formulate project charter and SOW for delivery of customer specific solutions (CSS).
  • Consult and recruit vendors in order to fulfil project delivery requirements.
  • Consult and guide product management on product design and function.
  • Utilized Product development lifecycle from design/development to decline to successfully launch new products within the organization.

Project Manager

Jurumani Solutions
07.2016 - 10.2017
  • Establishing communication mechanisms with the client.
  • Project Scoping, Feasibility confirmation, Initiation, Execution & Closure.
  • Managing customer expectations and taking responsibility for customer satisfaction.
  • Maintaining client and 3rd party contractor/vendor relationships.
  • Planning service delivery, setting up delivery teams and assigning resources.
  • Facilitating the delivery of quality and SLA orientated solutions.
  • Managing all aspects of the PLC and taking accountability for each project within the program.

Managing Director

Self-employed
08.2014 - 09.2016
  • Designed and implemented marketing and business strategies.
  • Established new customer base in red ocean environment.
  • Management of financial and business plan.
  • Attaining new contracts and growing customer base.
  • Operational process and strategy adjustment.
  • Staff recruitment and employee training.
  • OHASA and all other regulatory Compliances.
  • Operational management of team, including accounting and payroll.

SDM / Operations Specialist

Telkom SA - Business Mobile
12.2012 - 06.2014
  • Corporate APN Project & Service management and training.
  • APN Corporate and Strategic customer onboarding up to 1st Bill.
  • Drafting and Implementation of private APN Service Level Agreements & MSA in conjunction with Telkom Mobile & Business Analysis teams.
  • Design and implement corporate APN Service Delivery Schedules and Business processes for BU. This included Fulfilment, Assurance and ensuring correct Billing to the customer.
  • Managing and maintaining good customer relations.

Operational Manager

Telkom SA - Wholesale Operations
09.2008 - 12.2012
  • Implementing Operations Plan for division including performance measures and SLA governance.
  • Managing resources, budgets, overtime, performance, work schedules and reports.
  • Optimization of Business Operations with focus on team management, BU optimization, staff motivation and skills development.
  • BO further optimized through the creation of dashboards in which I played a consultative role through my use and understanding of the OSS/BSS that were being utilized by my team.
  • Interview and recruit team members to enhance collaboration and ensure target achievement.
  • Solidify relationships with Licensed Network Operators and continually improving upon the Customer Experience.

Tier 2 Support / Operations Specialist

Telkom SA - ITX-Telkom LAN Care
02.2007 - 09.2008
  • Administering hosting functions for our external customers (ITX).
  • Support provided via Citrix Presentation Server.
  • Creation and Modification of various network applications and peripherals (Mailbox, user accounts, printers etc.).
  • Support provided to corporate customers with hosted and offsite data facilities.
  • Total administration of Webmail server, including spam filter configuration, password resets, migrations, etc.

Operational Specialist

Telkom Internet - ITX Support
09.2005 - 02.2007
  • Tier 2 Support for front end agents & ISP clients.
  • Resolve escalated & Complex Internet, email, web hosting, PC Software, ADSL Router & Web interface configurations.
  • OSS/BSS consultative support to the development of an allencompassing system which integrates existing system suite.
  • National rollout and launch of ISP Product bundle, ensuring correct product function and connectivity at all the venues, obtain sales leads and provide process clarification.

Operational Specialist

Telkom Internet - ITX Support
02.2005 - 08.2005
  • Telkom Internet Front End Support.
  • Internet and email Problems & queries (Dial-up, ADSL, Diginet to Vsat.)

Technical Officer

Telkom SA - Business Service Centre (BSC)
06.2002 - 01.2005
  • Programming, testing & assembly of all Telkom PABX Systems (Calypso, Juipter, Diana's, Opticons; Peripheral devices: SBC, ACD Wallboards, PC's, Teltrace systems, printers, bells, etc.).
  • Provide customer support and resolve escalations.
  • Remote programming of Telkom PABX systems.

Technical Officer

Telkom SA - Access Network Operations (ANO)
10.1998 - 05.2002
  • Installation & maintenance of single line faults.
  • Installation of various technologies including, DECT, SOR 8/18 systems, ADSL, DPGS systems.
  • Ensure safe working environment by adhering to OHASA regulations and Telkom safety guides.
  • Maintain high level of positive customer experience.

Education

Senior Certificate -

01.1995

Diploma in Computer Networking -

01.2020

Certificate in Next Generation Telecoms - undefined

01.2017

Programme in Management Excellence - undefined

01.2010

Skills

  • Client Relationship Management
  • Project Management
  • Service Management
  • Information & Communication Technology
  • Operations management
  • Business Analysis
  • Problem Solving
  • Presentation
  • MS Office Suite
  • Financial acumen
  • Employee Performance Management
  • Sales Process
  • Service Level Agreement management
  • Critical thinking
  • Team leadership
  • Mentoring and training
  • Incident management
  • Strategic planning
  • Risk mitigation

Certification

  • Risk Management Certificate
  • Customer Experience Strategy: Build a Customer-Centric Culture
  • Project Management Essentials Certified (PMEC)
  • Business Analysis Foundations
  • AWS Cloud Economics
  • AWS Technical Professional
  • AWS Business Professional
  • Agile Project Management
  • Scrum Foundation Professional
  • Six Sigma Yellow Belt
  • Lean Six Sigma White Belt
  • Intro - Service Management with ITIL4

Languages

English
Afrikaans
isiXhosa

Summary Of Experience

  • I have extensive experience of almost three decades within the ICT industry.
  • Leadership experience of over 6 years.
  • PMO Management and successful delivery of multiple major ICT and CSS projects.
  • My knowledge of the entire Service Value Chain from Engagement to Implementation, Support as well as Continuous Improvement, has allowed me to formulate processes and procedures within the various organizations I served.
  • I have much experience at the C-level of engagement.
  • Am able to influence and negotiate with senior executive leadership on operations and future business.
  • I possess sound knowledge of master service agreements, SLA, SLO, SLI's and governance methods within the industry.
  • Very good understanding of compliance, risk and governance within telecommunications.
  • Exposure to OSS/BSS models and systems at a consultative level, being able to identify and propose improvement/optimization of these systems.
  • I have worked with Product management teams on various Product types within the ICT sector.
  • I'm proficient in most of the Microsoft Office Suite and multiple CRM systems.
  • My ability to understand the business and to relate business needs to operational processes and requirements, has helped improve inefficiencies at the various divisions where I have served.
  • My experience has developed in me a strong ability to plan and make logical sound decisions, even during challenging times.

Accolades

  • Name in Lights Award, Service Excellence, Telkom SA, 2001
  • Spotlight Award, Outstanding Achievement, Telkom SA, 2014
  • Spotlight Award, Successful Project Delivery, FastNet, 2018
  • Certificate of Honour, Excellent Student, CMI, 2020
  • Customer Service Award, Service Star, MEA Region, 2021
  • Pioneering Award, Innovation Star, MEA Region, 2022
  • Team Extra Milers Award, MEA Region, 2023

Service Delivery & Operations Manager

Title: ICT Professional

Timeline

Service Delivery Manager

China Mobile International
11.2019 - Current

Senior Service Manager

Jurumani Solutions
09.2018 - 10.2019

Technical Project Manager

FastNet Telecommunications
10.2017 - 09.2018

Project Manager

Jurumani Solutions
07.2016 - 10.2017

Managing Director

Self-employed
08.2014 - 09.2016

SDM / Operations Specialist

Telkom SA - Business Mobile
12.2012 - 06.2014

Operational Manager

Telkom SA - Wholesale Operations
09.2008 - 12.2012

Tier 2 Support / Operations Specialist

Telkom SA - ITX-Telkom LAN Care
02.2007 - 09.2008

Operational Specialist

Telkom Internet - ITX Support
09.2005 - 02.2007

Operational Specialist

Telkom Internet - ITX Support
02.2005 - 08.2005

Technical Officer

Telkom SA - Business Service Centre (BSC)
06.2002 - 01.2005

Technical Officer

Telkom SA - Access Network Operations (ANO)
10.1998 - 05.2002

Certificate in Next Generation Telecoms - undefined

Programme in Management Excellence - undefined

Senior Certificate -

Diploma in Computer Networking -

Roger Baartman