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
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
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