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Rofhiwa Netshivhambe

@rofhiwanetshivhambe

Service Delivery Manager at SEACOM South Africa coordinating enterprise and service-provider delivery with customers, teams, and vendors.

South Africa

Message

At SEACOM South Africa (Pty) Ltd, I coordinate enterprise and service-provider delivery, working with customers, internal stakeholders, and third-party suppliers to move services through the delivery cycle.

I manage vendor relationships against SEACOM’s SLAs and ensure customers receive regular updates. I also work to shorten delivery cycles and coordinate billing and handover.

At BT Communications (Pty) Ltd, I developed and maintained customer relationships, managed a virtual team of specialists, and led an operational billing team.

Earlier at Neotel (Now Liquid Telecoms), I handled customer incidents and service requests, coordinated change control, and worked with local and international last-mile providers. My training includes Agile Project Management Foundation, ITIL Foundation, and a Call Centre Certificate.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Manager

Current

SEACOM South Africa (Pty) Ltd

Jun 2017 - Present (9 years 5 months)

Managed delivery of enterprise and service provider customer services, maintaining average delivery times of -75 days for enterprise and -40 for service providers. Coordinated with third-party vendors, internal stakeholders, and customers to ensure timely service delivery and billing.

Service Delivery Vendor Management Customer Relationship Management Project Management SLA Management Billing Communication Skills

Client Service Manager

BT Communications (Pty) Ltd

Dec 2016 - Jun 2017 (6 months)

Developed and maintained professional customer relationships for strategically important customers, with regular face-to-face contact at a high level. Managed a virtual team of experts and an operational billing team, and developed customer service plans.

Customer Relationship Management Team Leadership Service Planning Billing Management Stakeholder Management

Customer Relationship Manager

Neotel (Now Liquid Telecoms)

Sep 2013 - Nov 2016 (3 years 2 months)

Handled post-sale customer queries, incidents, and complaints, managing problem resolution and SLA adherence. Monitored billing, resolved disputes, and built relationships through regular customer interaction.

Customer Relationship Management problem resolution SLA Management Billing Contract Management Incident Management

Change Control Coordinator

Neotel (Now Liquid Telecoms)

Apr 2012 - Aug 2013 (1 year 4 months)

Validated change requests for accuracy and completeness, ensuring mandatory information was provided. Managed change timelines, approvals, and communication with affected parties.

Change Management Process Improvement Stakeholder Management ITIL

Service Desk Agent

Neotel (Now Liquid Telecoms)

Oct 2008 - Mar 2012 (3 years 5 months)

Logged faults on CRM applications for local and international clients, conducted first-line troubleshooting, and updated clients at 30-minute intervals until resolution. Escalated faults to the NOC and managed last-mile providers.

CRM Troubleshooting Customer Support Escalation Management Communication Skills