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Siphiwe Khumalo

@siphiwekhumalo

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Senior IT Service Management leader delivering resilient, ITIL-driven operational excellence.

South Africa

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What I'm looking for

I seek a senior ITSM leadership role where I can drive ITIL-aligned service delivery, strengthen governance and compliance, lead cross-functional teams, and align technology services to critical business objectives while fostering continuous improvement.

I am a senior IT Service Management leader with over 25 years' experience driving service excellence in high-availability operational environments within the energy and petrochemical sectors. I build and lead cross-functional teams, implement ITIL-aligned processes, govern vendor SLAs, and ensure compliance with SOX and ISO 20000 to minimize disruption and strengthen operational resilience.

I have led site support and service delivery functions, chaired Change Advisory Boards, implemented SAP Cloud ALM, and reduced unauthorized changes and incident impact through rigorous change, incident, and problem management. I focus on aligning technology services to critical business objectives, improving audit readiness, and embedding continuous improvement into the service lifecycle.

Experience

Work history, roles, and key accomplishments

Service Delivery Manager

Engen

Jun 2023 - Sep 2025 (2 years 3 months)

Led a 15-person cross-functional support team and implemented ITIL-aligned processes that improved service reliability by 20% and reduced escalations by 20% while governing change for 200+ applications to cut unauthorized changes by 95%.

ITIL Incident Management Change Management SAP Cloud ALM CAB Facilitation

Service Transition & Compliance Manager

Engen

Nov 2018 - May 2023 (4 years 6 months)

Developed ITIL-aligned service transition frameworks and risk/mitigation plans aligned to ISO 20000, enabling onboarding of 10+ systems into production with zero disruption and improving audit readiness.

Patch Management Risk Assessment Compliance & Audit

Project Manager

A1L (MTN Group)

Jan 2017 - Aug 2018 (1 year 7 months)

Managed OpCo project reporting, GTIO budgeting and reporting, and onboarded MTN Nigeria to Group Enterprise Architecture standards using Avolution Abacus, supporting EA maturity improvements.

Project Management Enterprise Architecture GTIO Reporting Budgeting Stakeholder Management

Global Service Transition Lead

SABMiller

May 2015 - Dec 2016 (1 year 7 months)

Led global service transition activities to standardize and coordinate handovers into production, improving consistency and reducing transition-related incidents.

ITIL Risk Mitigation Change Management

Head Service Management

Wipro

Jan 2014 - Dec 2014 (11 months)

Headed service management for MTN Shared Services, directing service delivery practices and improving operational support across the region.

Service Management ITIL Vendor Management SLA Management Team Leadership Governance

Change and Release Manager

Liquid Telecoms

Oct 2011 - Dec 2013 (2 years 2 months)

Managed change and release processes to ensure controlled deployments and minimized business impact across telecom services.

Change Management Release Management CAB Risk Assessment ITIL Deployment

Change and Release Manager

T-Systems

Dec 2009 - Sep 2011 (1 year 9 months)

Oversaw change and release activities for the Sasol account, maintaining compliance and reducing change-related incidents through structured governance.

Change Management Release Management ITIL & Compliance CAB Incident Reduction