Open to opportunities

Clarence Paul

@clarencepaul

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IT professional bridging business and technology with 21+ years in ITIL, service improvement, and project delivery.

South Africa

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What I'm looking for

I seek a senior role where I can lead IT service improvement and operations, apply ITIL and Agile practices, drive measurable outcomes, and mentor teams in a collaborative, accountable culture.

I am a collaborative IT professional with over 21 years' experience bridging business and technology, specialising in ITIL service improvement, service management, and project delivery. I consistently deliver measurable process improvements, reduced MTTR, and higher first-call resolution through pragmatic, data-driven approaches.

My background includes end-to-end service management, CMDB administration, monitoring and operations, and managing service improvement initiatives using Agile, DevOps and Lean methodologies. I have led cross-functional teams, governed SLAs/OLAs, implemented toolset enhancements, and provided clear, actionable governance and reporting to stakeholders.

I hold ITIL 4 Managing Professional and SAFe certifications and a Bachelor of Commerce (Hons). I am goal-oriented, calm under pressure, and committed to integrity, accountability, and developing team capability to deliver aligned, high-quality services.

Experience

Work history, roles, and key accomplishments

Current

Senior Project Manager

Current

Jurumani Solutions

Nov 2022 - Present (2 years 11 months)

Manage operations and incident management for a portfolio of Vodacom Enterprise customers while leading digital solutions and service delivery improvements across enterprise services.

ITIL Incident Management Project Management Stakeholder Management Agile DevOps

ITIL Process Manager

Nexio

Feb 2019 - Oct 2022 (3 years 8 months)

Managed end-to-end service management for the FTTx business unit, performed maturity gap analyses, and delivered service improvement initiatives that reduced MTTR and increased first-call resolution.

ITIL Service Management Gap Analysis Process Improvement Agile DevOps Lean

CMDB Configuration Specialist

Liberty Life Group

Apr 2018 - Feb 2019 (10 months)

Improved configuration management by administering the CMDB, reconciling discovery data, and delivering reports and dashboards to improve CI data integrity and support ITSM processes.

Configuration Management ITSM Reporting System Administration Change Management ITIL COBIT

Monitoring Support Engineer

Liberty Life Group

Sep 2013 - Mar 2018 (4 years 6 months)

Maintained and enhanced enterprise monitoring solutions and dashboards, managed event and availability processes, and supported infrastructure and application visibility across IT operations.

Monitoring HP BSM Dashboarding Event Management Troubleshooting ITIL

Customer Engineer (Level 2)

T-Systems

Mar 2010 - Jun 2013 (3 years 3 months)

Provided L2 customer engineering support, troubleshooting infrastructure and service issues and coordinating with teams to restore services and maintain SLAs.

L2 Troubleshooting Incident Management Windows Linux Customer Support SLA

Service Engineer (Level 2)

Business Connexion

Jul 2008 - Feb 2010 (1 year 7 months)

Delivered level-2 service engineering support across client environments, resolving technical incidents and contributing to service management process improvements.

Incident Management System Administration Active Directory Exchange Monitoring

Support Engineer

Bytes Technology Group

Dec 2006 - Jun 2008 (1 year 6 months)

Provided onsite support at Microsoft, handling technical support tasks, troubleshooting client issues, and maintaining desktop and server environments.

Technical Support Desktop Support Windows Exchange Active Directory Troubleshooting Customer Support

Technical Support Coordinator

Liberty Life Group

May 2001 - Aug 2006 (5 years 3 months)

Coordinated technical support activities, managed support workflows, and ensured timely resolution of incidents in line with service management practices.

Incident Management ITIL Reporting Process Improvement

Education

Degrees, certifications, and relevant coursework

University of South Africa

Bachelor of Commerce (Honours), Business Management

2015 - 2018

Completed postgraduate studies culminating in a Bachelor of Commerce (Honours) in Business Management with coursework including Strategic Management, Information Management, and Project Management.