Candice Mills

Manage EMEA mid-market accounts, onboarding to renewal. Build customer trust, advise on cyber resilience/AI security. Know products, show value. Drive adoption, monitor health, reduce churn. Collaborate, upsell, and advocate for customers.

Managed Agile software projects in Azure DevOps for Yes4Youth, facilitating sprint ceremonies, backlog prioritization, and stakeholder collaboration. Increased sprint completion rate from 57% to 83% through Scrum coaching and performance tracking. Ensured on-time delivery within scope while driving Agile transformation and team productivity improvements.

Led a data analytics project for Yes4Youth, maintaining project plans, budgets and risks, coordinating UAT and SteerCo reporting to ensure milestone delivery and commercial billing alignment.

Facilitated Scrum ceremonies and translated business requirements into deliverables for Vumatel, maintaining Jira traceability and coordinating UAT and release activities.

Managed Application Support Engineers for Vumatel, built QuickBase dashboards to improve SLA/OLA visibility and cut average ticket resolution time, improving OLA performance up to 55.8% in 5 weeks.

Led a cross-functional team to deliver a high-availability Disaster Recovery solution for Vodacom, coordinating architects, developers and testers and ensuring traceability and successful handover to operations.

Automated SLA and performance reporting at Vodacom for order management and billing, enabling real-time monitoring and improving team efficiency through data-driven performance management.

Automated reporting for Vodacom Order Management using Python and Siebel integrations, improving SLA adherence by 15% and cutting report generation time by 40%.

Implemented the company's first Software Asset Management solution (ServiceNow), conducted global audits and license optimizations, and delivered significant cost savings and compliance improvements.

Managed software license compliance across business units, producing consumption reports and working with procurement and vendors to resolve discrepancies and optimize entitlements.

Managed software license lifecycle and maintenance contracts, validated SLM procedures, and coordinated renewals to maintain asset accuracy and compliance.

Provided comprehensive IT support to the Managing Director. Monitored regional and supplier performance against service standards. Managed customer complaints and escalations, prioritizing high-profile internal clients to improve satisfaction. Troubleshot technical issues and resolved customer concerns efficiently. Maintained strong relationships with customers and vendors.

Resolved high-profile internal client issues, monitored supplier performance, and improved vendor relationships to ensure operational continuity and stakeholder satisfaction.

Managed a print services transformation, reducing device base from 1,250 to 863 across 300+ sites and delivering a 23% technology cost saving through audits and optimized placements.

Modernized print infrastructure, consolidated device vendors and reduced device footprint from 1,250 to 863, delivering a 23% technology cost saving and improved uptime.

Grade: Project Management Diploma

Activities and societies: Project Management Diploma

Completed a Project Management Diploma in 2023 focused on foundational project management practices and delivery frameworks.

Grade: Certificate

Activities and societies: N/A

Completed a Business Systems Analyst program focused on aligning business needs with technical solutions.

Grade: Certificate

Activities and societies: N/A

Earned the Certified ScrumMaster (CSM) credential in 2019 demonstrating knowledge of Scrum framework and facilitation.

Grade: Certificate

Activities and societies: N/A

Completed a Fundamentals of Project Administration course in 2007 covering basic project administration skills.

Earned Certified ScrumMaster (CSM) certification from Scrum Alliance focused on Scrum principles and practices.

Grade: Bachelor of Commerce

Activities and societies: N/A

Completed a Bachelor of Commerce in Business Management in 2017 with studies focused on business management principles.

Grade: IT Service Management

Activities and societies: IT Service Management

Completed ITIL Foundation v3 training in 2012 covering IT service management best practices.

Completed ITIL Foundation v3 certification covering IT service management best practices.

Completed a Business Systems Analyst program at the University of Cape Town covering analysis and systems design concepts.

Grade: Grade 12 (Matric)

Activities and societies: N/A

Achieved a Matric Certificate in 2001 demonstrating completion of secondary education.