Summary
Overview
Work History
Education
Skills
Personal Information
References
Reading
Timeline
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Sandile Dlangalala

Service Delivery Manager
Soweto

Summary

Experienced IT support specialist with 17 years in Information Technology and 10 years in Retail Systems. Deep understanding of Information System operations, technology, and service providers. Known for quick adaptation to new situations and efficient mastery of new technology to achieve company objectives. Passionate about technology and dedicated to delivering exceptional customer service. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

15
15
years of professional experience
2085
2085
years of post-secondary education
1
1
Language

Work History

Service Delivery Manager

SPAR Group
Johannesburg
10.2024 - Current
  • Forms effective, professional relationships with key business stakeholders across multiple functional areas at site operation, ensuring very good understanding of business enablement requirements and priorities.
  • Manages onsite external service partners providers, ensuring Service Delivery is in accordance with agreed SLAs and in line with end user expectations and service delivery guidelines.
  • Partners with Enterprise Product Management teams to ensure comprehensive understanding of products across functional areas at the site.
  • Manages hardware and systems needs analyses, proposals, and upgrade requirements.
  • Ensure the ordering, preparation, and registration of all End User devices for employees and/or project related requirements.
  • Supports the implementation of the strategic ITSM function, with a focus on Service Delivery Improvement ensuring full adoption of agreed changes to processes and workflows (i.e. Aged Ticket, reassignment reduction, Incident coordination etc.) to realise maximum benefit.
  • Provides input on Service Delivery SLA's, OLAs etc. to support the business operational objectives of existing and new service delivery requirements.
  • Works collaboratively across the enterprise platform, network and technology teams and product owners to identify improvement priorities.
  • Supports the implementation of system updates and new software product readiness and adoption.
  • Owns Process Improvement protocols post-major incidents and ensures process uplift where appropriate.
  • Develops and executes an effective risk framework for DC operations as part of the co-ordinated service delivery team.
  • Works collaboratively within the regional service management team, sharing learnings and successes, and contributing to consistent service support across all operational sites.
  • Drives strong stakeholder communication and relationships with both suppliers and internal stakeholders at all levels and reports on Service management SLA's to the Site based Executive team.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Led cross-functional teams to achieve project goals on time and within budget.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.

Systems Manager

SPAR South Rand DC
Johannesburg
07.2021 - 10.2024
  • People Management
  • Infrastructure management
  • Third Party management
  • Software/ Application Management - ERP, Office Suite & Office 365, SAGE, QlikView, Power BI and Kronos.
  • Process Management
  • Risk and Security
  • Manage & support the DC's Warehouse & Admin Network Infrastructure & DC Systems Operations
  • Manage WAN services and other integrated services for multiple regional sites.
  • Maintain working knowledge of DC systems to correctly advise business and gain upper management acceptance and credibility.
  • Maintain good business process knowledge with credible consulting ability relevant to upper management.
  • Ensure effective & efficient end to end solutions for DC IT issues.
  • Analyze customer query data monthly to track trends and put contingencies in place.
  • Manage (analyze, resolve, escalate, communicate) DC System and DC Infrastructure incidents logged by DC users according to Service Level Agreements.
  • Maintain positive relationship with DC users, thereby improving customer satisfaction.
  • Interact with third parties providing systems and infrastructure to DC users.
  • Provide support & guidance to DC on implementation of new modules and complete system setup on DC projects.
  • Provide leadership and manage Teams to ensure that all IT objectives and developmental objectives are met, through effective communication and mentorship.
  • Provided remote troubleshooting and support for users.
  • Created and maintained policy documentation on troubleshooting systems, detailing best practices and inherent goals.
  • Responded to incidents quickly, troubleshot problems and corrected faults.
  • Managed systems infrastructure, overseeing logistical movement to maintain smooth operations and prevent equipment and skill deficits.
  • Administered system controls, databases, and networks.
  • Kept computer systems operating at optimal performance levels.
  • Championed continuous improvement initiatives within the IT department by encouraging open communication, collaboration, and knowledge-sharing among team members.
  • Managed system updates and patches, maintaining a stable and secure environment for end-users across the organization.
  • Implemented and maintained technology and software budget.
  • Coordinated secure system access of users to various department systems and platforms.

DC System Specialist

SPAR South Rand DC
Johannesburg
04.2019 - 06.2021
  • Control and Support the Warehouse IT infrastructure and DC systems operations i.e. SAP, AS400, SCM, Qlikview, RF, Hardware, etc.
  • Logs, prioritizes, troubleshoots, and provide end to end solutions for DC IT System issues.
  • Resolve queries on reports and provide feedback to stakeholders.
  • Manage system configurations and parameters for optimum productivity and performance. Take calls from DC users and record queries (incidents) relevant to the DC Systems (SAP/ SCM/AS400, Radio Frequency Equipment, Printers, etc) on the call logging system.
  • Manage (analyse, resolve, escalate, communicate) DC System and DC Infrastructure incidents logged by DC users according to Service Level Agreements.
  • Interact with third parties providing systems and infrastructure to DC users.
  • Investigating problems with software.
  • Develop BOP's where necessary for DC.
  • Data Analytics reporting with via SGIS reporting tools and AS400 / SAP system.
  • Assist with implementation of ICC / SSBU and SAP.
  • Engage with business in SharePoint for new and existing systems.
  • Train DC staff in all departments on better use of the system.
  • Provide support & guidance to DC on implementation of ad-hoc & new System & DC projects.
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Implemented robust backup strategies, safeguarding vital company information from potential loss or damage.
  • Maintained up-to-date knowledge of industry trends and best practices through research and ongoing professional development activities.
  • Streamlined IT support processes by establishing efficient ticketing systems and prioritizing critical issues effectively.
  • Proactively identified opportunities for process improvements within the organization''s IT landscape resulting in increased efficiency.
  • Served as a trusted advisor to senior leadership, providing valuable insight into strategic IT decision-making processes.
  • Monitored network hardware operations to evaluate proper configuration.
  • Provided faculty and staff with security software and network configuration support.

Retail Systems Helpdesk Administrator

SPAR South Rand DC
Johannesburg
12.2014 - 03.2019
  • Supporting retailers from different spar stores
  • Remote into retailer's workstations via Dameware
  • Providing IT assistance remotely
  • Managing & supporting the point of sale (POS) system
  • Backup retailer's essential information
  • Escalate operational issues to Field Service Manager
  • PC troubleshooting, upgrading Software Installation.
  • Identification and resolution of hardware and software technical problems Malfunctions related to LANs/WANs and related client/server environments.
  • Setting up & maintaining Systems security
  • Setting up & maintaining remote access to intranet & extranet
  • Creating, updating, and managing of user profiles on the Active Directory
  • Troubleshooting TCP/IP conflicts
  • Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
  • Established an organized filing system that streamlined document retrieval and reduced misplaced files.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Improved team productivity with introduction of shared online calendar for tracking deadlines and appointments.
  • Optimized supply chain logistics for office supplies, avoiding stockouts and excess inventory.
  • Streamlined invoice processing, reducing average payment turnaround time.
  • Managed scheduling for executive staff to ensure optimal time management and productivity.
  • Facilitated communication between departments, ensuring smooth operation and timely completion of projects.
  • Maintained database systems to track and analyze operational data.
  • Generated reports detailing findings and recommendations.
  • Created and managed project plans, timelines and budgets.
  • Frequently inspected production area to verify proper equipment operation.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Helpdesk Support Team Leader

Afrihost
Johannesburg
01.2014 - 11.2014
  • Responsible for 15 Helpdesk agents.
  • Managing the day-to-day activities of the team.
  • Motivating the team to achieve organization goals.
  • Developing and implementing a timeline to achieve targets.
  • Delegating tasks to team members.
  • Conducting training of team members to maximize their potential.
  • Empowering team members with skills to improve their confidence, product knowledge and communication skills.
  • Conducting quarterly performance reviews.
  • Contributing to the growth of the company through a successful team.
  • Creating a pleasant working environment that inspires the team.
  • Produce monthly reports on clients' systems.
  • Adhoc functions.
  • Handling of escalated queries from clients.
  • Carry out daily client systems checks, reporting to senior management where necessary.
  • To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.
  • Troubleshooting C-name records, Cpanel, ADSL, IIS, Apache Web Server, PHP, HTML, ASP, ASP.Net.
  • Web Server and Mail related problems relating to MySQL, MSSQL, IIS, Apache.
  • Enhanced customer satisfaction by efficiently addressing and resolving support issues.
  • Championed process improvements that led to significant time savings without compromising service quality.
  • Delivered regular progress reports to management, highlighting key successes and areas for improvement.
  • Increased team productivity by implementing performance metrics and setting clear expectations.
  • Optimized resource allocation through careful monitoring of workload distribution across the team.

Helpdesk Agent

Cell C
Johannesburg
10.2010 - 12.2013
  • Company Overview: Under quest staffing solutions
  • Adherence to SLA for internal/external customers.
  • Ensure compliance of calls logged against the call logging process.
  • Reporting and escalation of incidents as per agreed procedures and processes.
  • Network Operations.
  • Monitoring of all production systems and services.
  • Escalate incidents to the necessary resources for resolution.
  • Under quest staffing solutions
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

Education

Bachelor of Science - Information Management

Damelin
Johannesburg, South Africa
04.2001 - 01.2021

Bachelor of Science - Bachelor of Commerce Honours

Regent Business School
Johannesburg, South Africa
04.2001 - 11.2025

No Degree - NQF 7

Rhodes University
Johannesburg, South Africa
04.2001 - 05.2024

Supervisory Development program -

Wits Business School
Johannesburg
07.2017

High School Diploma -

Milner HIGH SCHOOL
Klerksdorp, South Africa
04.2001 - 01.2002

Skills

  • Good communicator

  • Analytical & Problem resolution

  • Technical and Operational Support

  • MSSQL Administration

Service level agreement management

Client relationship management

ITIL framework

Project implementation

Customer satisfaction

Project planning

Data analytics

Problem-solving

Organizational skills

Management development

Project management

Personal Information

  • ID Number: 8406285813086
  • Health Status: Excellent
  • Criminal Record: None
  • ID Number: 8406285813086
  • Date of Birth: 1984-06-28
  • Nationality: South African
  • Driving License: Code C1

References

  • Erich Eichstadt, SPAR South Rand DC IT Exec, 011 821 4007, 071 682 0429
  • Ashkelon Packery, North DC IT Exec (SPAR), 082 333 6433, 011 821 4000
  • Ian Stone, SPAR South Rand DC Retail Manager, 0812818260
  • Derryl Pillay, Supervisor Afrihost, 0843050696, 0116127444
  • Malihase Moloi Mutsaone, Team Leader Cell C, 0844108701
  • Quest Staffing Solutions, Tanya, 011 628 0300

Reading

Language : English


Timeline

Service Delivery Manager

SPAR Group
10.2024 - Current

Systems Manager

SPAR South Rand DC
07.2021 - 10.2024

DC System Specialist

SPAR South Rand DC
04.2019 - 06.2021

Retail Systems Helpdesk Administrator

SPAR South Rand DC
12.2014 - 03.2019

Helpdesk Support Team Leader

Afrihost
01.2014 - 11.2014

Helpdesk Agent

Cell C
10.2010 - 12.2013

Bachelor of Science - Information Management

Damelin
04.2001 - 01.2021

Bachelor of Science - Bachelor of Commerce Honours

Regent Business School
04.2001 - 11.2025

No Degree - NQF 7

Rhodes University
04.2001 - 05.2024

High School Diploma -

Milner HIGH SCHOOL
04.2001 - 01.2002

Supervisory Development program -

Wits Business School

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Sandile DlangalalaService Delivery Manager