Yemi Ezebube MBA ITIL4 MP, FIIM

Experience

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  Schlumberger Oil Field Svcs

  Jan 2001 - Dec 2004

  IT Enigineer

  See experience for more details

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  VMOBILE

  Jan 2005 - Aug 2009

  Service Desk Supervisor/Manager

  •Responsible for the provision and management of the company IT Service desk and support services•Incident Management and setting standards in a customer and service management environment using the ITIL Service Management framework. Compile reports, Develop control systems and determine dependencies, inter-dependencies and co-dependencies to other control systems. Also, conduct audit findings, where applicable, to determine procedural problems or risk areas. Developed the service catalogue and maintain data integrity.•Supervise, deliver and support the provision of agreed IT services to customers. Maintained client relationship and conduct review. Providing leadership, guidance and administration support in implementing Service Desk policies and processes.•Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.Responsible for planning, prioritizing, and coordinating tasks and workflow affecting the Service Desk. Set targets, monitor and ensure due process is followed at all times.•Providing and managing outsourced IT helpdesk, first level support, as well as second and third level supports. Manage staff and drive efficiency. Coordinating support teams and providing management information on Mission Critical Applications. Show less

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  Zain

  Aug 2009 - Dec 2009

  IT Outsource Management

  Manage outsource team performance.and suppliers of IT services. Manage Vendor relationship and contract management and drive compliance for IT processes and policies through education and documentation.

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  Airtel

  Jan 2010 - Dec 2010

  Supplier Management and IT Process Governance

  Track performance of SLA and services for third party vendors and outsourced partners and drive adoption and enforcement of all documented policies and procedures with IT infrastructure.

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  IBM

  Jan 2011 - May 2014

  - Manage delivery teams on service management processes and delivery activities- Service Management Lead for West hubs in Africa - Foster collaborative decision making and develop good working relations within and cross competency on the account .- Recovery Manager for Major Incident and CRISIT scenarios- Manage Operational team's effectiveness through review of performance metrics- Drive compliance to Audit and security requirements by consistent evaluation and monitoring statistical metrics to identify anomalies-Customer engagements and relationship management -Identify and management risks associated with IT service delivery that may impact SLAs and agreed KPIs with the customer, thereby driving customer satisfaction.- Reporting and implementation of centralized service operations across customer domains with key focus on service up time and minimal or no impact on the business, Show less Roll out adoption of IBM ITUPs and Maximo Tool, through training of support teams and implementation within the account. Compile Reports and manage operational team' efficiency and effectiveness.Drive compliance to Audit and security reports, manage teams to meet agreed SLAs and coordinate service operations via monitoring service levels and escalations where applicable.Drive issue resolution and handling critical situation /Major Incident management for the customer with key focus on service restoration with minimal or no impact on the business. Show less

  • Service Delivery Manager

    Dec 2012 - May 2014

  • Service Management and Governance Lead

    Sept 2011 - Dec 2012

  • IT Service Management

    Jan 2011 - Sept 2011
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  Dell Technologies

  Jun 2014 - now

  - Single point of contact to high-end customers with Pro Support Plus entitlements with Dell- Serves as trusted advisor to Dell customers on support delivery and manage customer experience for strategic accounts. Co-creating value and driving customer's loyalty through delivery and exceptional support and engagement.- Manage escalations ad trusted advisor responsible for managing the total customer experience and satisfaction to achieve desired business outcomes.-Coordinating and managing customers in all touch-points from clients, servers, storage, converged and hyper-converged infrastructure, from Cloud to the Edge.- Collaborate with other team members including partners and vendors to co-create value to the customer and delivering exceptional customer experience at all times- Conduct reviews and engage customers regularly for feedback and driving improvement initiatives- Involve with ERG activities and pro-bono events within Dell to give back to the societal and driving human process via social impact and all interactions.Perform all SAM related roles including management reporting and proactive engagement Show less - Trusted advisor responsible for managing the total customer experience and satisfaction. - Supporting Customers to achieve their desired business outcome- Build and develop relationship with Customer IT Heads & Act as a single point of contact for support services, critical Incidents and escalations- Responsible for Support services of assigned Dell strategic large accounts. Including two of the largest Telecom and banking companies in the region with one of largest install base of HCI infrastructure, convergerd & Storage infrastructure including compute, servers and networking. Others acrros Oil and Gas, Channels and Public sectors.- Work closely with the account team on consulting and advising our customers on building their digital transformation, HCI and storage strategy to plan for the next-generation technologies.- Leads complex support services delivery processes spanning multiple service areas, collaborates with other team members, - Partners and vendors to ensure consistency of delivery, adherence to standard practices, and continuous improvement while achieving the customer satisfaction Show less Supports assigned largest and most strategically important Telecoms and financial sectors customers as specified in account service plan. Builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction. Other responsibilities include;- Leverages various Dell EMC resources to ensure incident resolution. Drives proactive activities promoting system health and customer satisfaction. Provides detailed customer reporting using a cross section of services tools and applications. - Collaborates with EMC account teams to understand the business strategy and supports sales opportunities. - Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance - Collaborates with EMC resources and customer during escalations - Leverages big data analysis to provide customer environment insight - Accountable for Change control management to ensure stability of environments - Works with the customer to proactively identify and resolve potential issues to achieve high system availability - Attends customer site frequently (at least two days per week) or as appropriate - Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements - Leads preparation for customer quarterly business review Interacts regularly with the operations team at the customer site - Assists in ensuring accuracy of service maintenance contracts billing Responsible for basic account management as either part of a larger SAM team or for a customer(s) with smaller install bases Show less Manage a group of highly professional and technical Customer Service Engineers to maintain and increase customer satisfaction through high quality installation, repair, modification and preventative maintenance of equipment and software within an assigned geographical area. Promotes development of strong cooperative relationship with local Sales and Technical Operations organizations..Manage Escalations and achieve total customer satisfaction in quality of work and customer engagement through proactive actions to improve customer's experience. Show less

  • T- Customer Success Account Manager

    Feb 2024 - now

  • Consultant, Account Services Manager

    Jan 2020 - Sept 2024

  • Senior Service Account Manager

    Oct 2018 - Sept 2022

  • Service Account Manager

    Jan 2017 - Oct 2018

  • District Service Manager

    Jun 2014 - Jan 2017