Open to opportunities

Noel Moonsammy

@noelmoonsammy

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IT service delivery and operations leader driving SLA excellence and resilient IT operations.

South Africa

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What I'm looking for

I’m seeking a permanent senior leadership role where I can drive operational excellence and scalable service delivery through SLA governance, major incident leadership, and measurable service improvements that strengthen customer outcomes and executive visibility.

I’m an IT Service Delivery and Operations leader with 16+ years of experience managing enterprise IT services, complex support environments, and multi-client delivery portfolios across consulting and telecommunications. I’m proven in SLA governance, major incident management, and service improvement initiatives that lift operational performance and customer satisfaction.

I coordinate cross-functional teams to resolve critical issues and deliver strategic projects, while building executive stakeholder relationships that keep services stable and measurable. In my roles, I’ve strengthened client relationships through consistent service reviews, proactive communication, and executive reporting with KPI monitoring.

I bring strong ITIL service management expertise (ITIL V4 Foundation) and a technical foundation across network infrastructure and cloud collaboration across AWS and Azure. I’ve delivered measurable outcomes such as reducing average incident resolution time by 25%, lowering incident backlogs through structured escalation, and stabilizing network performance by applying ITIL-based best practices.

Experience

Work history, roles, and key accomplishments

High Touch Operations Manager

Cisco Systems

Oct 2025 - Apr 2026 (6 months)

Managed High Touch Operations for major telecommunications clients, ensuring proactive service management, SLA adherence, and operational stability across networking and infrastructure environments. Coordinated major incident resolution and root cause analysis, improving escalation response times and operational reporting.

SLA Major Incident Management Escalation Management IT Service Delivery Root Cause Analysis Network Infrastructure Stakeholder Management

Project Manager

Deloitte Consulting

May 2024 - Jun 2025 (1 year 1 month)

Led global remediation initiatives across 20+ Deloitte member firms, coordinating incident resolution, operational improvements, and compliance auditing. Reduced average incident resolution time by 25% through ticket prioritization, process automation, and escalation workflow improvements, while improving onboarding efficiency by 30% via mentoring.

Project Management Incident Management Compliance Auditing Knowledge Management Service Improvement Planning Process Automation Stakeholder Management Operational Reporting

Senior Service Operations Manager

Jurumani Solutions

May 2022 - Apr 2024 (1 year 11 months)

Managed IT service delivery for enterprise clients, serving as the primary escalation point for major incidents and complex service issues while ensuring SLA compliance and service continuity. Reduced incident backlog through structured escalation and SLA tracking, strengthened governance with executive reporting, and delivered service improvement initiatives via SIPs.

SLA Service Review Governance Root Cause Analysis Executive Reporting Cross functional Leadership

Service Delivery Manager

Dimension Data – Internet Solutions

Jul 2020 - Apr 2022 (1 year 9 months)

Owned end-to-end IT service delivery for a portfolio of 13 enterprise clients, driving SLA governance, executive reporting, and service improvement across business and vendor teams in the Africa region. Coordinated SLA and vendor renegotiations and applied ITIL-based practices to stabilize network performance and reduce mean time between link failures.

SLA IT Service Delivery Executive Reporting Service Improvement Planning

Client Success Manager

Dimension Data – Internet Solutions

Apr 2019 - Jul 2020 (1 year 3 months)

Managed service delivery for 20+ enterprise clients, ensuring operational excellence and SLA compliance through proactive governance and accountable problem/service reviews with internal and external teams. Improved service uptime and operational performance via service improvement initiatives, strengthening vendor collaboration and contract compliance while enhancing executive reporting and SLA d

Client Relationship Management SLA Service Improvement Planning

Service Operations Manager

Dimension Data – Internet Solutions

Apr 2017 - Apr 2019 (2 years)

Led service operations for 9 enterprise clients, ensuring SLA adherence and quality assurance through escalation management, change governance, and service review reporting. Coordinated CAB processes and implemented ITIL best practices to improve incident management efficiency, workflow standardization, and operational consistency.

ITIL Incident Management Change Advisory Board (CAB)Escalation Management SLA Process Standardization Service Review Governance

2nd Level Support Engineer

ConnectNet Broadband Wireless

Sep 2009 - Mar 2017 (7 years 6 months)

Provided second-level technical support for enterprise routers, VOIP systems, and ADSL/fibre networks, configuring network devices and supporting infrastructure deployments. Resolved service disruptions through troubleshooting and telecom provider collaboration, and improved support efficiency with configuration documentation, CRM call logging, and a knowledge base.

VoIP Support Network Troubleshooting GSM 3G ADSL Fibre Support Technical Documentation