Experience

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  Openserve

  Feb 2002 - now

  Senior it business relationship manager

  Single point of contact for all IT demands within the business.Manage a team of Business Analysts (BAs) and Business Relationship Managers (BRMs).Lead strategic and transformational projects aligned with organizational goals.Maintain the demand process for project proposals, ensuring alignment with IT investment plans.Develop relationships with stakeholders, manage expectations, and drive client satisfaction.Support the innovation of systems and processes to enhance customer experience and optimize operations. Show less

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  Telkom

  Jan 2009 - Aug 2015

  Operational manager

  Accountable for customer service delivery and performance reporting, managing escalations, root cause analysis, and SLA management.Led engagement with stakeholders to set service delivery metrics and improvement plans.Reduced SLA breaches by managing aged tickets and driving service excellence.