# Rofhiwa Netshivhambe

Rofhiwa Netshivhambe is a remote worker on Himalayas, Service Delivery Manager at SEACOM South Africa (Pty) Ltd, based in South Africa.

Source: https://himalayas.app/@rofhiwanetshivhambe

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | South Africa |
| Authorized to work in | South Africa |
| Salary expectations | 72k+ ZAR |
| Job categories | Service Delivery Manager, Client Services Manager, Customer Relationship Manager, Change Control Coordinator, Service Desk Agent |
| Skills | Service Delivery, Project Management, Customer Relationship Management, Vendor Management, SLA Management, Customer Service, Telecommunications, Change Control, Incident Management, Problem Management, Billing Operations, Service Improvement, Agile Project Management, ITIL, Microsoft Office |
| LinkedIn | https://linkedin.com/in/rofhiwa-netshivhambe-43132631 |

## About

```text
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

### Service Delivery Manager (current)

SEACOM South Africa (Pty) Ltd. Jun 2017 - Present

```text
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.
```

Skills: Service-Delivery, Vendor-Management, Customer-Relationship-Management, Project-Management, SLA-Management, Billing, Communication-Skills

### Client Service Manager

[BT Communications (Pty) Ltd](https://himalayas.app/companies/bt-group). Dec 2016 - Jun 2017

```text
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.
```

Skills: Customer-Relationship-Management, Team-Leadership, Service-Planning, Billing-Management, Stakeholder-Management

### Customer Relationship Manager

Neotel (Now Liquid Telecoms). Sep 2013 - Nov 2016

```text
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.
```

Skills: Customer-Relationship-Management, problem-resolution, SLA-Management, Billing, Contract-Management, Incident-Management

### Change Control Coordinator

Neotel (Now Liquid Telecoms). Apr 2012 - Aug 2013

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

Skills: Change-Management, Process-Improvement, Stakeholder-Management, ITIL

### Service Desk Agent

Neotel (Now Liquid Telecoms). Oct 2008 - Mar 2012

```text
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.
```

Skills: CRM, Troubleshooting, Customer-Support, Escalation-Management, Communication-Skills

## Education

### APMG International

Agile Project Management Foundation Certificate, Project Management

```text
Earned the Agile Project Management Foundation Certificate in August 2018.
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### Peoplecert Group

ITIL Foundation Certificate, IT Service Management

```text
Earned the ITIL Foundation Certificate in July 2012.
```

### Cornerstone HR

Call Centre Certificate, Customer Service

```text
Earned a Call Centre Certificate in March 2006.
```

### Randpark High School

Matric Certificate, General

```text
Completed Matric Certificate at Randpark High School in 2002.
```

## Tech stack

- Salesforce
- Jira
- Microsoft Office

To contact Rofhiwa, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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