Open to opportunities

Andre Myburgh

@andremyburgh

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Experienced Service Delivery Manager with a focus on ITSM and BPM.

South Africa

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What I'm looking for

I am looking for a role that values collaboration and innovation, offering opportunities for growth and impactful contributions.

I am an experienced Service Delivery Manager with over 20 years in IT Service Management (ITSM), Business Process Management (BPM), and Business Analysis. My career has been marked by a proven track record of enhancing customer satisfaction and managing remote IT operations effectively. I have successfully delivered high-impact solutions that align with business goals, demonstrating my ability to lead virtual teams and ensure seamless service delivery across international clients.

Throughout my career, I have held various roles, including Service Delivery Manager at Teleperformance and Merchants (Experian), where I honed my skills in stakeholder management, project governance, and incident management. My proficiency with tools such as ServiceNow, Jira, and MS Teams has enabled me to optimize processes and improve service delivery. I pride myself on being a strong communicator and team leader, capable of navigating complex challenges while fostering a collaborative work environment.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager US (SLM)

Teleperformance ZA

Apr 2023 - Apr 2024 (1 year)

Managed service delivery for US clients, ensuring high customer satisfaction and operational efficiency. Led remote teams to deliver IT services, aligning with business objectives and improving service quality.

ITSM Customer Success Remote Team ServiceNow

Service Delivery Manager

Content and Cloud

Dec 2021 - Jun 2022 (6 months)

Oversaw service delivery operations, focusing on cloud solutions and content management. Implemented process improvements to enhance service efficiency and customer experience.

Cloud Services Content Management Process Improvement Service Delivery Stakeholder Management

Service Delivery Manager UK (SLM)

Merchants (Experian)

Apr 2019 - Dec 2021 (2 years 8 months)

Managed service delivery for UK clients, specializing in Experian services. Ensured adherence to SLAs and KPIs, driving continuous service improvement initiatives.

KPIs Incident Management

Consultant: Service Management

Liquid Telecom

Jun 2017 - Jan 2019 (1 year 7 months)

Provided expert consultancy in service management, optimizing IT service processes and strategies. Collaborated with various departments to enhance service delivery frameworks.

Service Management Service Design ITIL Stakeholder Management

Service Development Specialist

Dimension Data

Jan 2015 - Apr 2016 (1 year 3 months)

Developed and implemented new service offerings and improvements. Focused on enhancing the overall service portfolio and customer satisfaction.

Customer Satisfaction IT Service Management Project Management

Service Integration Manager

BT Global Services

Jun 2011 - Dec 2014 (3 years 6 months)

Managed the integration of various IT services to ensure seamless operations. Coordinated with global teams to deliver integrated solutions and maintain service quality.

Integration Services IT Service Management Vendor Management Process Improvement

DCE Team Leader / Process Specialist

T-Systems South Africa

Nov 2009 - Feb 2011 (1 year 3 months)

Led the DCE team and specialized in process optimization for IT services. Implemented efficient processes to improve service delivery and operational performance.

Team Leadership Process Optimization IT Service Delivery Business Analysis Performance Management

IT Service Delivery Specialist and Support

Faritec Holdings

Aug 2007 - Jan 2009 (1 year 5 months)

Provided IT service delivery and support, ensuring high availability and performance of systems. Managed incidents and provided timely resolutions to minimize disruptions.

IT Service Delivery Technical Support Incident Management System Administration Customer Support

Service Delivery / Operations / Incident and Escalation Specialist

EDS South Africa

Jan 2006 - Jul 2007 (1 year 6 months)

Specialized in service delivery, operations, incident, and escalation management. Ensured critical issues were resolved promptly and efficiently.

Service Delivery Operations Management Incident Management Escalation Management Problem Solving

24x7 Systems Administrator / Engineer

EDS South Africa

Aug 2004 - Dec 2005 (1 year 4 months)

Administered and engineered systems on a 24x7 basis, ensuring continuous operation and reliability. Performed system maintenance and troubleshooting to prevent downtime.

Systems Administration Troubleshooting Network Management

Field Engineer

Alphapos CC

Mar 2003 - Jun 2004 (1 year 3 months)

Worked as a Field Engineer, providing on-site technical support and maintenance for POS systems. Ensured optimal performance and resolved hardware issues for clients.

Field Engineering Hardware Technical Troubleshooting

Hardware Support

Unisys South Africa

Jul 2002 - Mar 2003 (8 months)

Provided hardware support for Standard Bank, maintaining and repairing IT equipment. Ensured system functionality and minimized downtime for critical banking operations.

Hardware IT Maintenance System Repair Technical Support

Field Engineer

Getronics/CS IT Solutions

Jul 2001 - Dec 2001 (5 months)

Served as a Field Engineer for Absa, providing on-site IT support and resolving technical issues. Maintained and repaired hardware to ensure smooth banking operations.

Field Engineering IT Support

Education

Degrees, certifications, and relevant coursework

Foster Melliar

ITIL V3 Practitioner, Service Design

Achieved practitioner certification in ITIL V3, specializing in Service Design. Developed advanced skills in designing and implementing effective IT services.

Foster Melliar

ITIL V3 Foundation, IT Service Management

Obtained foundational certification in ITIL V3, covering core concepts of IT service management. Built a strong understanding of ITIL principles and best practices.

Damelin

Diploma, Microsoft Engineering

Earned a Diploma in Microsoft Engineering, gaining in-depth knowledge of Microsoft systems and technologies. Developed practical skills in engineering and managing Microsoft environments.

Damelin

Diploma, PC Engineering

Completed a Diploma in PC Engineering, acquiring fundamental knowledge of computer hardware and software. Developed skills in troubleshooting, maintenance, and system assembly.