TMTsholofelo Motlhale
@tsholofelomotlhale
Results-driven IT professional with 10 years of experience in customer-facing IT service delivery ma
South AfricaWhat I'm looking for
As a seasoned IT professional with a decade of experience in customer-facing IT service delivery management, I have a proven track record of successfully leading teams to deliver top-notch IT services, ensuring high customer satisfaction and driving continuous improvement. My expertise lies in IT service management, customer service, team management, and process improvement.
In my previous roles, I have demonstrated my ability to analyze third-party and internal processes, creating strategies for service delivery optimization. I have also taken ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews.
I am skilled in IT service management, customer service, team management, and process improvement, with a strong focus on building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Experience
Work history, roles, and key accomplishments
Service Delivery Manager
Brilliant Telecommunication Pty Ltd
Jan 2024 - Mar 2024 (2 months)
Managed service delivery optimization by analyzing processes and implementing strategies. Ensured high customer satisfaction through effective incident management and stakeholder communication.
Service Delivery Manager
Fullstream Business Services
Jul 2022 - Feb 2023 (7 months)
Focused on customer needs and service improvement while managing contractual obligations. Led service review meetings and maintained stakeholder relationships.
Change & Problem Manager
PurpleBlue Technologies
Jun 2021 - Jun 2022 (1 year)
Developed change management plans and evaluated organizational impacts. Led problem management initiatives to identify and mitigate risks.
SD Operations Manager
PurpleBlue Technologies
Jun 2021 - Jun 2022 (1 year)
Managed a remote team to achieve service targets and improve performance. Ensured compliance with company policies and maintained operational reports.
Remote Support Team Leader
EOH Managed Services
May 2018 - Jun 2021 (3 years 1 month)
Led service delivery within the Service Desk, motivating team members and ensuring SLA compliance. Acted as the first line of escalation for incidents.
Remote Support Engineer
EOH Managed Services
Jun 2013 - May 2018 (4 years 11 months)
Provided first-line support for service desk operations, handling user accounts and troubleshooting issues. Ensured adherence to SLA requirements.
Service Desk Agent
EOH Managed Services
Aug 2012 - Jun 2013 (10 months)
Handled incident logging and basic remote support tasks. Assisted in configuring user profiles and resetting passwords.
IT Learner
Siemens IT Solutions
Jul 2011 - Jul 2012 (1 year)
Gained foundational IT skills through logging incidents and providing basic remote support. Assisted in configuring user emails and profiles.
Education
Degrees, certifications, and relevant coursework
Tsholofelo hasn't added their education
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