TUMISANG GANYANE
Johannesburg
Summary
Results-driven Service Delivery Consultant with over 3 years of experience in client relationship management, service operations, and performance reporting. Skilled in coordinating cross-functional teams, managing escalations, and facilitating service reviews. Focused on optimising operational efficiency and enhancing service reliability to foster positive client relationships.
Overview
7
7
years of professional experience
Work History
Service Delivery Consultant
Decision Inc.
06.2023 - Current
- Act as the primary point of contact for clients, managing service delivery across multiple accounts in line with agreed SLAs, KPIs and service objectives.
- Coordinated with technical consultants, project teams and internal stakeholders to manage incidents, escalations, service requests and delivery activities, ensuring timely resolution and client satisfaction.
- Manage stakeholder communication throughout the support lifecycle, including escalations, delays, resource requirements and service-impacting issues.
- Facilitate regular service review meetings, presenting performance reports, discussing service improvements and maintaining alignment with client expectations.
- Monitored service performance, ticket volumes, utilisation and outstanding issues to identify risks, trends and opportunities, facilitating proactive management and optimisation.
- Coordinate onboarding activities for new clients and consultants, including service setup, documentation, access requirements and handover processes.
- Contributed to development and optimisation of service delivery processes, reporting and procedures, enhancing service quality and supporting continuous improvement initiatives.
Project Manager
Distinguished Living
04.2019 - 12.2021
- Coordinated delivery of materials and resources to ensure timely completion aligned with project schedules, facilitating successful project execution.
- Monitored project progress, identified additional process requirements and implemented solutions to maintain efficiency and achieve objectives.
- Managed marketing budgets and resource allocation to optimise resource utilisation and support project goals.
- Reviewed policies, plans, and procedures to identify improvement opportunities, enhancing overall process effectiveness.
- Conducted market research to identify customer needs, emerging trends and competitor strategies.
- Monitored brand consistency across marketing channels and supporting materials.
Education
Bachelor of Social Sciences - Economics and Politics
RHODES UNIVERSITY
MICROSOFT CERTIFICATE - D365 (Dynamics 365) Customer Service Functional Consultant
Skills
- Service Delivery Management
- SLA & KPI Management
- Incident & Escalation Management
- Client & Stakeholder Management
- Service Reporting & Performance Analysis
- Process Improvement
- Risk & Issue Management
- Project Coordination
- Cross-functional Team Coordination
- Data-driven analysis
- Analytical & Critical Thinking
- Problem Solving & Decision Making
- Client relationship management
- Client coordination
- Process enhancement
Timeline
Service Delivery Consultant
Decision Inc.
06.2023 - Current
Project Manager
Distinguished Living
04.2019 - 12.2021
Bachelor of Social Sciences - Economics and Politics
RHODES UNIVERSITY