Charles Ubom
@charlesubom
Customer Success Operations Manager and IT Operations leader scaling SLA-driven service delivery and customer lifecycle outcomes.
South AfricaWhat I'm looking for
I’m a Customer Success and IT Operations leader with 10+ years of progressive experience scaling support organizations, optimizing technology-driven service delivery, and driving enterprise-wide operational efficiency. I’m known for SLA/OLA governance, ERP systems (SAP), ITIL frameworks, and delivering executive-level reporting through KPI dashboards and C-suite/EXCO analytics.
In my current role at Ster-Kinekor Theatres, I lead national, multi-site customer support operations across high-volume ticketing and digital/in-venue channels, governing incident resolution, first-contact resolution, and service governance SOPs that reduce operational risk. Previously, as Centralized Support Manager, I architected and launched a first centralized support centre from the ground up—building tooling, KPIs, benchmarking, ITIL-aligned incident management, and continuous improvement programs that improved service quality, visibility, and automation.
Experience
Work history, roles, and key accomplishments
Guest Experience & Support Manager
Ster-Kinekor Theatres
Feb 2021 - Present (5 years 2 months)
Led end-to-end service delivery strategy and customer success operations across a national support function for 250+ locations, managing SLA adherence, incident resolution, and first-contact resolution rates. Governed SAP finance operations, produced monthly EXCO KPI reporting, and implemented service governance frameworks (SOPs and escalation protocols) to improve customer satisfaction and reduce
Centralized Support Manager
Ster-Kinekor Theatres
Sep 2018 - Feb 2021 (2 years 5 months)
Architected and scaled the organization’s first centralized support centre, defining staffing, process architecture, SLA frameworks, tooling, and multi-channel escalation workflows. Implemented ITIL-aligned incident management to improve incident visibility and reduce MTTR, while driving automation and operational reporting for senior leadership.
IT Technician
Nu Metro Cinemas
Jan 2016 - Sep 2018 (2 years 8 months)
Provided full-spectrum IT support and systems administration across multiple cinema and head office sites, managing enterprise software, networking, hardware infrastructure, and database operations. Administered Active Directory and Zimbra, deployed and supported Vista POS platforms, maintained Windows lifecycle across 50+ endpoints, and managed VOIP telephony and multi-site Linux/Windows rollouts
Education
Degrees, certifications, and relevant coursework
Nimico PTY LTD
Management Development Programme (MDP), Management Development Programme
Completed a Management Development Programme (MDP) through Nimico PTY LTD in 2023.
University of Calabar
Diploma, Information & Communications Technology
Earned a diploma in Information & Communications Technology from the University of Calabar in 2007.
Pacific Computers
Certificate, Computer Repairs & Maintenance
Completed a certificate in Computer Repairs & Maintenance at Pacific Computers in 2005.
Availability
Location
South AfricaAuthorized to work in
Social media
Job categories
Skills
Interested in hiring Charles ?
You can contact Charles and 90k+ other talented remote workers on Himalayas.
Message CharlesFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
