Heidi Smit

Experience

• 

  Lepsis.com

  Jan 1998 - Jan 2006

  Documentation Specialist

  Senior Documentation Specialist:• Develop online system manuals and documentation• Development and maintenance of online training material• Updating of business process documentation• Conversion of SAP documents into online trainingmaterial• Extensive exposure to SAP system; super-userknowledge on following modules: Materials Management;Plant Maintenance; Document Management SystemProjects Administrator:- Simunye Project – 2002-2003 (BHP Billiton AluminiumSouthern Africa) – Alignment of the three Aluminiumsmelters (Hillside, Bayside and Mozal)- Alusap Project (Phase I & II) – 2003-2005 (BHP BillitonAluminium Southern Africa) – Alignment, integrationand merging of the SAP systems of the three Aluminiumsmelters• Coordination and scheduling of all meetings,workshops and conferences, including travel andaccommodation arrangements for employees andconsultants (local and overseas)• Managing project budget (monthly reports to SteeringCommittee; timesheet management (consultants); invoice processing)• Preparation of all project documentation:presentations, agendas, minutes, reports• SAP Helpdesk Assistant with SAP Go-live in bothRichards Bay and Mozambique• Personal Assistant role to Project Managers Show less

• 

  Dimension Data

  Jun 2006 - Sept 2007

  Service Manager

  • Analysing call trends and implementing correctivemeasures• Providing reports to Service Delivery Manager• Day-to-day management of the Service Desk agents• Ownership of processes and procedures• Incident Management• Timeously escalating possible problems to SDM andContract Directors• Managing adherence to Service Level Agreement with theclient• Customer interface – handling all customer complaintsand compliments

• 

  Quintica

  Oct 2007 - Jan 2009

  Service Desk Manager

  • Planning, implementing and managing Service Desk forQ-Venture Group to service both local and internationalinternal IT customers (Quintica and VentureCommunications) and external local and internationalcustomers (South Africa, UAE & Africa).• Assisting in setting up and running Service Desk for largeclient in Dubai – 2 months (August & September 2007).• Managing internal IT environment (investigate andimplement optimal IT solutions)

• 

  Dimension Data Middle East and Africa

  Feb 2009 - Jan 2017

  My key roles and responsibilities are:1. Ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client.2. Maintain the region’s strategic direction for the nominated account regarding delivered services.3. Establish excellent working relationships with the client representatives.4. Manage the delivery of the service by establishing the relationship with the client, agreeing to the points of interaction and escalation, manage the services budget and ensure the continuous delivery of the service according to the SLA.5. Ensure a culture of service excellence is developed and maintained.6. Facilitate the delivery of service by establishing the ‘Single Point of Contact’ interface with the client and Services organisation, agreeing to the points of interaction and escalation, participating in the services budget and ensuring the continuous delivery of the service.7. Identify risks to solutions implementation.8. Assist the Sales organisation to identify opportunities to up sell services and to track other opportunities that may emerge.9. Resolve escalations or further escalate these incidents.10. Build effective working relationships with internal stakeholders.11. Travel extensively to attend business reviews and client meetings as an ambassador of the company. Show less 1. Promote the integration of risk management practices withinrespective teams and functions.2. Support maintenance and improvement of information securitycontrol requirements and contractual obligations3. Actively drive ITS/Business relationship4. Assist in the standardisation of the services catalogue, including the services that are retained by the client5. Assist with the review and optimisation of the Incident Management process. Make recommendations for new structures6. Assist Client Services Organisation with Service Desk transitions. Involved in due diligence, system setup, and converting contractual obligations and SLAs into process document and system input. Show less My key roles and responsibilities are:1. Ensuring that services are delivered according to agreed Service Level Agreements (SLA) and other contractual obligations that are deemed necessary to the client.2. Maintain the region’s strategic direction for the nominated account regarding delivered services.3. Establish excellent working relationships with the client representatives.4. Manage the delivery of the service by establishing the relationship with the client, agreeing to the points of interaction and escalation, manage the services budget and ensure the continuous delivery of the service according to the SLA.5. Ensure a culture of service excellence is developed and maintained.6. Facilitate the delivery of service by establishing the ‘Single Point of Contact’ interface with the client and Services organisation, agreeing to the points of interaction and escalation, participating in the services budget and ensuring the continuous delivery of the service.7. Identify risks to solutions implementation.8. Assist the Sales organisation to identify opportunities to up sell services and to track other opportunities that may emerge.9. Resolve escalations or further escalate these incidents.10. Build effective working relationships with internal stakeholders.11. Travel extensively to attend business reviews and client meetings as an ambassador of the company. Show less

  • Service Level Manager

    Oct 2015 - Jan 2017

  • Operational Practice Manager

    Jul 2014 - Oct 2015

  • System Analyst

    Nov 2013 - Jun 2014

  • Service Level Manager

    Feb 2009 - Oct 2013
• 

  Discovery Holdings

  Feb 2017 - now

  Service Manager