Open to opportunities

Bernu Britz

@bernubritz

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Client-focused Service Delivery Manager with strong problem-solving abilities.

South Africa

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What I'm looking for

I am looking for a role that values client relationships and offers opportunities for innovation and growth.

I am a dedicated Service Delivery Manager with a proven track record in coordinating and enhancing service support functions. My experience spans across various roles in IT, where I have consistently exceeded customer service expectations through effective problem-solving and proactive management. I am currently pursuing a Bachelor of Arts in Business Administration, which complements my hands-on experience in the field.

In my recent role at Excis, I managed high-performing service support functions, including IT Service Desk and Desktop Support. I took ownership of incident, request, change, and escalation processes, ensuring optimal performance and customer satisfaction. My expertise in ITIL 4 and Prince 2 methodologies has equipped me with the skills to implement service improvement activities and maintain accurate reporting.

Throughout my career, I have demonstrated my ability to anticipate client needs and address challenges head-on. I thrive in environments that demand innovation and efficiency, and I am passionate about leveraging technology to enhance service delivery. I am eager to bring my skills and experience to a forward-thinking organization that values client relationships and operational excellence.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

Excis

Nov 2022 - Oct 2023 (11 months)

Managed high-performing service support functions including IT Service Desk and Desktop Support. Ensured valid purchase orders and maintained accurate reporting for service improvement activities.

Service Management Incident Management Change Management Reporting Customer Service Team Leadership Problem Solving Automation

IT Engineer

Excis/Liquid

Jun 2021 - Apr 2022 (10 months)

Provided first and second line support, documented technical assistance requests, and created training materials for troubleshooting and usage.

Technical Support Team Leadership Documentation Training Development Troubleshooting Customer Service Problem Solving IT Support Communication

School Class Assistant

Paarl School

Dec 2020 - Mar 2021 (3 months)

Assisted with administrative duties within the school for grades 7-9, supporting teachers and students in daily activities.

Administrative Support Communication Teamwork Problem Solving

Freelance IT Engineer

Excis

Jul 2020 - Oct 2020 (3 months)

Delivered first and second line support as a freelancer, documented technical assistance requests, and empowered teams to manage technical issues independently.

Technical Support Documentation Troubleshooting Customer Service Communication

IT Sales and Tech Support

Computer Mania

Oct 2015 - Oct 2019 (4 years)

Drove IT sales strategies while providing onsite tech support and managing POS systems and stocktakes.

Sales Strategy Technical Support Customer Service Inventory Management Communication

Education

Degrees, certifications, and relevant coursework

IU University of Applied Sciences

Bachelor of Arts, Business Administration

2024 -

Currently pursuing a Bachelor of Arts (B.A.) in Business Administration, focusing on Business Engineering and support consultancy. Engaged in system analysis and administration within the public sector.

Excis

Service Delivery Manager, Management

2022 - 2023

Worked as a Service Delivery Manager, maintaining high-performing service support functions including IT Service Desk and Desktop Support. Responsible for managing purchase orders and ensuring accurate reporting.

Excis/Liquid

IT Engineer, Information Technology

2021 - 2022

Served as an IT Engineer, providing first and second line support. Documented technical assistance requests and created training materials for troubleshooting and usage.