Norah Kgwale

Norah kgwale

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location of Norah KgwaleJohannesburg Metropolitan Area
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  • Timeline

  • About me

    Senior IT Business Relationship Manager | MBA Graduate | Board Member at BRM Institute SA | Middle East & Africa BRM Lead | 22+ Years in Telecommunications

  • Education

    • Henley business school

      2019 - 2021
      Master's degree business administration and management, general
  • Experience

    • 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

    • 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.

  • Licenses & Certifications