Mike Sternslow

Experience

• 

  Mustek Ltd

  Aug 1991 - Sept 2004

  Senior Technical Engineer

  At various stages of my career at Mustek I was the sole support engineer for AST Computers and Compaq, along with working with the team on supporting the Mecer product range for the entire Western Cape.I assisted in managing a team of 18 members and assisted with internal network support on their various systems.Key Responsibilities: • Desktop Support• Server Assembly, Configuration and Installations• Microsoft Operation System Support• Microsoft Office Support• Network Support• Product specialist Show less

• 

  Oceana Group Limited

  Oct 2004 - Mar 2013

  Group IT Manager

  Responsible for Groups infrastructure, Data Centre, End-User Computing, Networks (WAN/LAN), Microsoft environment: SharePoint 2010, Exchange, Security, Active Directory, end-user computing.

• 

  Dimension Data

  Jun 2013 - Aug 2018

  • Collaborate with the client and subcontractor teams on all aspects of service delivery. • Review and monitor all daily service requirements and Deliverables, • Provide inputs and assistance as and when required by the Client Contract Manager and Contract Director.• Work closely with the Operations Manager to provide technical and services support• Overall accountability for:o the efficiency and effectiveness of Contract and Service Management on the assigned contracts; o governance of all the assigned contracts;o meeting of service level targets across the assigned contracts;o client engagemento problem managemento escalation managemento incident management• Reviewing existing services• Understanding and meeting customer needs and priorities• Reviewing the underpinning contacts of 3rd party service providers and ensuring delivery against same• Producing and monitoring the Service Level Agreement (SLA), Operational Level Agreements (OLA’s) and any underpinning contracts (UC’s) ensuring adherence to these.• Implementation of Service Improvement actions and processes and planning for service growth• Providing management information about Service Level Management quality and operations changes, etc.• Ensuring contract deliverables are understood, gaps identified and corrected;• Driving effective and efficient collaboration with the LoBs for assigned contracts; Show less 1. The Client Contract Manager is accountable and responsible for the overall management of a client contract and service delivery. Accountable for the successful transition of new contracts or services added to your account and your portfolio. 2. Overall accountability for ensuring client satisfaction, service delivery and contract profitability for their assigned client contract including all MS and Uptime services contracted to the client as well as client satisfaction and business value for projects. 3. Overall accountability for the retention and growth of Dimension Data services revenue, through effective and efficient Service Level Management, ensuring a high degree of user satisfaction and customer loyalty. 4. Overall accountability for employee satisfaction assigned to contracts and retention of key technical talent. 5. Overall accountability for the ensuring internal and external governance is in place and being adhered to for all contracts - includes ensuring effective use of relevant portals.6. Overall accountability for ensuring contract administration is correct and up to date - this includes ITSM and SAP set-up.7. Maintain visibility with clients and ensure client engagement initiatives receive the right focus. Show less

  • Service Delivery Escalation Manager: Old Mutual

    Jul 2014 - Aug 2018

  • Client Contract Manager: Woolworths

    Jun 2013 - Jul 2014
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  NTT DATA Middle East and Africa

  Sept 2018 - now

  Client Delivery Manager

  • Managed Services: Internet and IPT: BroadSoft and Oracle Session Boarder Controller• Managed Services: Information Security. Cyber Security• Stake Holder engagement• Service Level Management• IT Governance• Business Risk Management• Relationship Management• Financial Management.