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Rosanne Engelbrecht

@rosanneengelbrecht

Enterprise Service Delivery Manager at CLOUD DIRECT improving cloud service reporting and customer visibility.

At CLOUD DIRECT, I manage service delivery and customer relationships across a portfolio of eight clients, including two enterprise customers. I work with senior stakeholders to align services with customer expectations and business priorities.

I lead service reviews, monitor performance and coordinate internal teams to address customer concerns. I’ve also improved reporting data, accuracy and visibility to support clearer communication and informed decisions.

Earlier at CLOUD DIRECT, I worked as a Service Delivery Team Leader, Service Delivery Manager and Customer Success Manager. Before that, I managed client relationships, sales opportunities and service coordination at DAISY BUSINESS SOLUTIONS and THE OFFICE GURU.

Experience

Work history, roles, and key accomplishments

Current

Enterprise Service Delivery Manager

Current

Cloud Direct

Oct 2025 - Present (1 year 1 month)

Manages a portfolio of eight clients, including two enterprise customers, overseeing service delivery and customer relationships across managed cloud services. Builds trusted relationships with senior stakeholders and leads service review meetings.

Azure PaaS Web Application Firewall Microsoft 365 Endpoint management Service Delivery Customer Success Stakeholder Engagement Service Governance Operational Risk Continuous Service Improvement (CSI)performance reporting Escalation coordination Account Growth

Service Delivery Team Leader

Cloud Direct

Jan 2024 - Sep 2025 (1 year 8 months)

Led and supported a team of 2–5 service delivery professionals, providing guidance, coaching and day-to-day support. Monitored team performance and supported customer escalations.

Team Leadership Coaching Performance Monitoring Escalation Management Process Improvement Customer Focus

Service Delivery Manager

Cloud Direct

Apr 2023 - Jun 2024 (1 year 2 months)

Managed customer service delivery, acting as a key contact for service concerns and coordinating internal teams to resolve issues. Facilitated service review meetings and incident reviews.

Service Delivery Incident Management Customer Relationship Management Performance Monitoring Continuous Service Improvement (CSI)

Customer Success Manager

Cloud Direct

Aug 2022 - Apr 2023 (8 months)

Managed customer relationships and supported engagement, service adoption and customer satisfaction. Worked with internal teams to understand customer needs and address concerns.

Customer Success Customer Relationship Management Service Adoption Account Retention Cross Functional Collaboration

Key Account Manager

Daisy Business Solutions

May 2019 - Jul 2022 (3 years 2 months)

Managed an assigned client portfolio through regular engagement, follow-ups and relationship management. Coordinated client fault logging, escalations and installation projects.

Key Account Management Customer Relationship Management Escalation Management Sales Quoting Deal Closure

Manager

The Office Guru

Oct 2007 - Dec 2018 (11 years 2 months)

Managed and developed an established client base through regular engagement, client visits and relationship management. Led a sales team and monitored sales performance.

Customer Relationship Management Sales Leadership Performance Monitoring Upselling CRM Customer Training

Recruitment Consultant / Manager

Earlier career

Recruited candidates for client vacancies, sourced applicants and advertised job opportunities. Developed client relationships and worked towards recruitment targets.

Recruitment Candidate Sourcing Customer Relationship Management Sales