Thabisile Mbatha
PROJECT & SERVICE DELIVERY MANAGER
Lonehill
Summary
I am a self-motivated person eager to learn new things and not intimidated about thinking outside the box. I obtain the characteristics of being a team player, achievement oriented and result driven. I am a dynamic Project Manager and Service Delivery Manager with extensive experience in the delivery of link services (e.g. fibre and microwave) I have experience in working in leading ICT projects, Client management and service project coordination and delivery. I possess strong leadership, vendor management, client management, customer relationship, and project management skills, and I am adept at multitasking. With excellent skills in conflict management, PM, Negotiation, contract management, communication, and time management abilities, I hold a Postgraduate Diploma in Project Management from Mancosa (NQF 9) and a BTech in Electronic Communication from the University of Johannesburg (NQF 8). My future goals are to leverage my expertise to drive innovative project solutions. As a highly organized Project Coordinator, Service Delivery Manager, Service Management Consultant, and ICT and Telecommunications industry professional, I am proficient in analytical thinking, multitasking, and active listening. I have a strong ability to build customer relationships and am skilled in the Microsoft Office suite, including PowerPoint. I am committed to collaborative teamwork and effective time management, and I am eager to contribute to dynamic project environments to drive impact outcomes.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
Project and Service Delivery Manager
Brilliantel Telecommunication
07.2019 - 08.2024
- Preforming day-to-day operational and managerial tasks demanded by the process activities
- Ensuring optimal delivery of service to the customer
- Act as the main point of contact for clients, managing communications and resolving any issues promptly
- CoordinatE with cross-functional teams to define project requirements and deliverables, managing project schedules and resources effectively
- Compile and follow a defined, agreed upon project management plan
- Engage with external project stakeholders and also collaborate with internal stakeholders to ensure the smoothness on link and service delivery from start to finish
- Establish, monitor, and report on Service Delivery Reports, ensuring adherence to SLAs and identifying areas for service improvement
- Build a good relationship with service provider and clients
- Provide regular and transparent feedback on project progress to all the stakeholders
- Prepare project Schedule/plan using Microsoft project
- Record and manage all complaints, escalate where necessary
- Ensuring that service report and progress report are produced each customer every week
- Attend and facilitate weekly and monthly meeting internal and external with internal and external stakeholders
- Monitor and manage the perception and expectations of the customer
- Ensuring client satisfaction and contract profitability
- Maintain and account for customer issues and escalations
- Managing changed events affecting project timeline
- Providing client excellent customer service
- Ensuring project are completed within projected delivery timeline
- Resolving conflicts within and between projects
- Providing regular and transparent feedback and project progress to the stakeholders
- Communicate with internal teams, service providers, suppliers and clients for smooth delivery of project
- Compile presentations on project status and present to senior management
- Work on Estimated project budget, coordinate with finance department for funds and plan for purchasing of equipment and hardware in cost-effective way
- Prepare and present weekly and monthly project progress report to the management & directors
- Support billing and invoicing inquiries, addressing any disputes efficiently
Project Coordinator and Consultant
Liquid telecoms
06.2015 - 01.2019
- Preparation of fiber Optic Design project, planning the right of way and compiling the project application letter to the municipality road agency with all the utilities and service provider as a supporting document required depending on the area
- Performing the site visit to the municipality and service provider to track the progress of the project application and getting the relevant approval from the management
- Building relationship with relevant stakeholders (Municipality, all other utility department, vendors and service provider)
- Working hand in hand with all other department to make sure the smooth delivery of the order/project (SDM, Order management, procurement, sales, planning, implementation)
- Managing the service provider project and assisting clients with their escalated matter to the department
- Managing (track & monitor) and escalate project that at risk
- Assisting the implementation team with execution of the project
- Providing coordinate support to ensure the execution of the project
- Attending bi-weekly forum meeting at the municipality
- Attending weekly and monthly progress meeting
- Compile weekly & monthly report and present to the management
Technology Design Engineer
Huawei Technologies
12.2014 - 06.2015
- Compiling project file, design fibre for new and existing estate
- Creating high- and low-level design on Mapinfo, visio, google earth and capture on smallworld
- Managing Sub-contractor project and assisting vendors with procurement process
- Compiling daily report and submitting to the management
Access Fibre Planner (FTTH) for Telkom Project
PMD MS
09.2013 - 11.2014
- Designing and planning the project as built from the site visit
- Compiling the project file, project cost estimate Bill of Quotation to Bill of Material using SAP
- Designing FTTH access network on Smallworld (PNI)
Education
Matric - undefined
Lamontvile High School
National Diploma - Electrical Engineering
Durban University Of Technology
Diploma - Project Management
Varsity College
Bachelor Of Technology - Electrical and Electronic Engineering
University Of Johannesburg
Postgraduate Diploma - Project Management
Mancosa
01.2023 - Current
Skills
Service Delivery
Negotiation
communication skills
Information Processing
Conflict management
Contract management
Facilitation
planning
procurement
stakeholder management
problem solving
project management
Team building
leadership
Link delivery from start to finish
Computer literacy
advanced computer skills
Service level agreement (SLA)
References
- Mr Sibusiso Ngwane, Project director, 078 801 0375
- Mr Sbusiso Nkabinde, Brilliantel Programme Manager, 081 032 2685/061 497 5146
- Ms Nqobile Munro, Neotel /Liquid Telecoms Senior Manager, 011 585 0268/083 778 6739
Personal Information
- Available: 1 Week negotiable
- ID Number: 8408280932085
- Driving License: Yes
Timeline
Postgraduate Diploma - Project Management
Mancosa
01.2023 - Current
Project and Service Delivery Manager
Brilliantel Telecommunication
07.2019 - 08.2024
Project Coordinator and Consultant
Liquid telecoms
06.2015 - 01.2019
Technology Design Engineer
Huawei Technologies
12.2014 - 06.2015
Access Fibre Planner (FTTH) for Telkom Project
PMD MS
09.2013 - 11.2014
Matric - undefined
Lamontvile High School
National Diploma - Electrical Engineering
Durban University Of Technology
Diploma - Project Management
Varsity College
Bachelor Of Technology - Electrical and Electronic Engineering
University Of Johannesburg