Ntsika Dlamini

Experience

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  SABMiller

  Nov 2002 - Aug 2003

  Knowledge Management Analyst
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  The Nelson Mandela Foundation

  Apr 2005 - Aug 2006

  Knowledge Officer

  Responsible for the roll-out and buy in of Knowledge Management Responsible for the management of the website and development of the intranet Responsible for the development of an online Civil Sector database

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  Business Connexion

  May 2013 - now

  Responsible for all aspects of Information Management and Document and Content Management pertaining to the BCX Information Management System (WorkZone) Responsible for implementing Document and Content Management policies and practices and ensuring that these are adhered to Responsible for the BCX Corporate Taxonomy, the classification and categorization schemes, and the user groups and access control system Maintaining consistency between Information Management practices relating to the IMS and all other Information Management activities within BA. Evangelizing the concepts of Information Management within the BCX Business Units and beyond, in particular regarding collaboration and information sharing, information ownership, accuracy, completeness, currency (timeliness) and security Responsible for presenting and educating to the WorkZone Administrators/Data Stewards on the capabilities and configuration of Share Point capabilities. Ensuring that Share Point sites are created and implemented, therefore consulting with all business units, gather their requirements and configure their WorkZone sites according to their requirements Creating Content Lifecycle Management including the establishment of corporate standards and guidelines for the management, sourcing, archival and retention periods of content Ensuring that user and administrator guides are created to assist users with training appropriate to their intended use of the IMS Show less Responsible for monitoring the level of customer satisfaction at regular intervals for key multi-national accounts. This entails responding to customers’ queries and complaints and ensuring that, when necessary, corrective action is taken. Focal point for all multi-national accounts ensuring that strong relationships/partnerships are built with customers.Liaising with clients to seek out continual improvement in their operations by recommending products and services that will help the customer to achieve its business objectives. Responsible for the provision of adequate, accurate and timely SLA reports on actual service levels achieved compared with the targets set in SLAs. Liaising regularly with all stakeholders (management, account executives, and suppliers to assess and select appropriate tools to monitor, analyze and report on actual performance in comparison to SLA Manage support requests and co-ordinate customer support teams to deliver within agreed timescales. Responsible for identifying the need for and initiating corrective actions Responsible for ensuring that all requests from users for assistance are handled promptly and effectively through the use of ITSM and that they tracked and monitored regularly Schedule customer maintenances and ensure appropriate quality checks have been completed. Ensure that the accounts under management are profitable and all regional agreements are maintainedManage customer projects and oversee implementations for on time delivery  Manage contract renewal negotiations. Organize and chair monthly/quarterly service review meetings depending on the client. Identify opportunities for growth and pass leads to a Business Development Consultant Navigate the customer’s organization to ensure strong relationships through business Focal point for coordinating all subsidiary ISO related activities (Governance & Sustainability) Show less

  • Information Manager - Enterprise Information Management (EIM)

    Sept 2006 - now

  • Service Delivery Manager

    May 2013 - Apr 2015
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  Business Connexion South Africa

  May 2015 - now

  Service Integration Manager

  Responsible for monitoring the level of customer satisfaction at regular intervals for key accounts spread across Africa. This entails responding to customers’ queries and complaints and ensuring that, when necessary, corrective action is taken.  Focal point for all Africa accounts ensuring that strong relationships/partnerships are built with customers and support partners.Liaising with clients to seek out continual improvement in their operations by recommending products and services that will help the customer to achieve its business objectives.  Responsible for the provision of adequate, accurate and timely SLA reports on actual service levels achieved compared with the targets set in SLAs.  Liaising regularly with all stakeholders (management, account executives, and suppliers to assess and select appropriate tools to monitor, analyze and report on actual performance in comparison to SLA Manage support requests and co-ordinate customer support teams to deliver within agreed timescales. Responsible for identifying the need for and initiating corrective actions Responsible for ensuring that all requests from users for assistance are handled promptly and effectively through the use of ITSM and that they tracked and monitored regularly Schedule customer maintenances and ensure appropriate quality checks have been completed. Ensure that the accounts under management are profitable and all regional agreements are maintained Manage customer projects and oversee implementations for on time delivery  Manage contract renewal negotiations. Organize and chair monthly/quarterly service review meetings depending on the client. Identify opportunities for growth and pass leads to a Business Development Consultant Navigate the customer’s organization to ensure strong relationships through business Focal point for coordinating all subsidiary ISO related activities (Governance & Sustainability) Show less