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Van Zyl Lochner

@vanzyllochner

Professional Services Programme Manager at IMTF who secured 100% key-account renewals across UK and EU clients.

At IMTF, I directed post-sales customer lifecycle governance and programme delivery for Tier-1 RegTech financial institutions across the UK and Europe. I used HubSpot client health telemetry to identify risks and support recurring renewals, contributing to 100% key-account contract renewals across UK and EU clients.

I also partnered with SaaS and Service Desk Directors on 24/7 major-incident governance using ServiceNow and Grafana, helping reduce MTTR by 35% across critical banking environments. Across roles at FICO, Datacentrix, CA Technologies, JPMorgan Chase, T-Systems, and Sanlam, I worked in enterprise service delivery, customer engagement, and ITIL-governed operations.

Experience

Work history, roles, and key accomplishments

Professional Services Programme Manager & Customer Success Lead

IMTF

May 2023 - Oct 2026 (3 years 5 months)

Directed full post-sales customer lifecycle governance and programme delivery for Tier-1 RegTech financial institutions across the UK and Europe, ensuring compliance and executive alignment. Partnered with security officers on due-diligence reviews and led global 24/7 major-incident management.

RegTech Customer Success ITIL ServiceNow HubSpot Grafana Jira Confluence ISO 27001 SOC2 Penetration Testing SLA Management Incident Management PMO

Engagement Manager & Client Success Lead

FICO

Jun 2017 - May 2023 (5 years 11 months)

Delivered application managed services for enterprise customers under ITIL governance, maintaining accountability for schedule, quality, scope, and budget. Managed executive customer relationships and SLA/KPI performance across distributed teams.

ITIL SLA Management KPI Management Pre Sales Statement of Work Project Management Customer Relationship Management

Regional Engagement Lead

Datacentrix

Jul 2016 - May 2017 (10 months)

Owned client and vendor engagement, contractual delivery, resource planning, escalations, and project performance reporting for regional delivery operations. Analyzed business and technical requirements for European offices.

Client Engagement Vendor Management Resource Planning Escalation Management Project Reporting Requirements Analysis

Information Technology Services Specialist

CA Technologies

Apr 2012 - Jul 2016 (4 years 3 months)

Implemented and supported enterprise IT service management solutions, providing technical leadership for complex environments, software trials, and proof-of-concepts. Built executive customer relationships and supported ITIL-aligned incident and problem processes.

IT Service Management ITIL Incident Management Problem Management Proof of Concept Technical Leadership Training

Technical Service Engineer & Regional Service Delivery Manager

JPMorgan Chase

Jul 2008 - Mar 2012 (3 years 8 months)

Managed service delivery between Global Technology Infrastructure and business units. Served on-site in London as Regional Service Delivery Manager for European branches, managing major incidents, executive communications, CSI plans, and risk registers.

Service Delivery Major Incident Management Executive Communication CSI Risk Management ITIL

Information Technology Support Specialist

T-Systems

Jan 2000 - Jun 2008 (8 years 5 months)

Delivered advanced 2nd/3rd level support for enterprise clients, meeting strict SLAs, managing critical incidents, and conducting formal service reviews.

IT Support SLA Management Incident Management Service Review