Simon Kamanga

Experience

• 

  IBM

  Jan 2006 - Aug 2021

  Key responsibilities:• Responsible for the delivery of services, managing and coordinating global integrated services delivery teams for the account and client• Accountable for the delivery scope of integrated service teams to their account(s) and the functional performance of all resources aligned to the account(s).• Primary contact and service delivery advocate between the Delivery Project Executive and the delivery support organization• Maintain a working level understanding of all technical services supported within a delivery tower with the ability to provide direction to teams in support of client critical business processes and infrastructure, service changes, and critical system recovery• Attend CABs (Change Advisory Board) meetings• Perform Incident management activities• Ensure quality of service and manage the cost of delivery by looking at better ways to provide service in a cost-efficient manner• Promote and implement IBM standards and best practice as the foundation of service for the client, building relationships with peers for their Integrated Service across Delivery• Manage IBM service delivery activities for the account, within the requirements of the contract terms, conditions & Service Level Agreements to control Delivery Cost• Prepare and produce high standard weekly and monthly performance review reports Show less Key Responsibilities:• Support sales success by providing a defined set of operational and analytical advisory services to IBM Egypt and North Africa Sales Leaders• Enable sales success through insight and analytics• Facilitate Sales Leadership cadence meetings • Ensure high-quality support of the sales pipeline management system including weekly reporting and analysis to identify/address challenges and drive improvements in sales performance• Maintain a close working relationship with sales executives and sales leaders by acting as their Trusted Advisor for Sales Management Supported activities• Provide advice and counsel on different IBM sales brands• Recommend actions for gap closure to attend sales targets• Deliver high-quality standard deliverables, including Weekly and Quarterly Sales Analytical Insights and sales pipeline review documents for use during sales cadence meetings• Support Sales Managers in finalizing the business unit bi-weekly roadmaps and ensure the use of IBM Sales-Connect as the single source of pipeline, roadmap, deal list information• Deliver win-loss trends and integrate with other standard metrics to identify actions to improve win odds and sales results• Help Sales Managers and their sales teams to increase odds to win by leveraging recommendations, insights, and analytics• Actively evaluate and monitor key deals pipeline movement (Small deals: >$500K & <$1m; Medium deals: >$1m & <$5m; Large deals: >$10m) Show less Key responsibilities:• Deliver Service Level Performance targets• Overall responsibility for the day-to-day running of the service desk• Attend and actively participate in calls requiring the service desk attendance• Ensure service desk staff are trained and have the required technical skills• Ensure that all service desk processes are updated when required and reviewed by the review date• Ensure service desk adherence to all approved processes and procedures• Ensure all customers’ escalations are dealt with and any lessons learned implemented if deemed appropriate• Understand contract requirements with the helpdesk service provided• Drive helpdesk service and process improvements• Ensure continual efficiencies are met in all parts of the helpdesk• Escalation-Point for outages and disaster recovery for service desk• Chair team meetings• Complete compliance business controls submissions and audit compliance for the service desk • Take part in or leads service desk projects• Ensure teams’ distributions lists are kept up to date• Create KPI's for analysts on the desk• Attend HR meetings• Ensure cross-skilling scheduling and training when required• Motivate and inspire the team to deliver a world-class service Show less Key responsibilities:• Achievement of key SLA (Service Level Agreement) metrics • Support the IBM Global Account end-to-end process improvement initiatives and propose new improvement initiatives• Availability to lead and execute project work• Take Initiative and ability to make suggestions, improvements which influence the overall performance of the team• Recognize good behavior and manage problem situations and red flags• Continuously demonstrate and develop the key skills identified within IBM leadership competencies• Regular contacts with outside and inside customer groups• Frequent contacts with management in other departments and divisions and their senior technical or business personnel• Attend technical/business meetings• Participate in new business opportunity projects• Represent management at technical meetings to provide input and occasionally makes commitments for the department• Interviewing of new candidates• Handling of complaints and escalations Show less

  • Service Delivery Manager

    Nov 2018 - Aug 2021

  • Sales Management Advisor

    Sept 2013 - Nov 2018

  • Service Desk Task Manager

    Sept 2010 - Sept 2013

  • Service Desk Team Leader

    Jul 2007 - Aug 2010

  • Service Desk Agent

    Jan 2006 - Jul 2007
• 

  Self-employed

  Aug 2021 - Jul 2023

  Entrepreneur

  Property Development: Completed the construction of a 10-units, double storey apartment building block project in Johannesburg South Africa

• 

  Amazon DSP

  Aug 2023 - Oct 2023

  Warehouse Operations Associate
• 

  Charter Communications

  Oct 2023 - now

  Billing Analyst