Karin Muthrian

Experience

• 

  Nedbank

  Jun 2012 - Mar 2015

  Executive Services Support Consultant

  Receiving and acknowledging all complaints escalated to the CEO and his Executives, investigating and providing feedback verbally, in writing or face to face.Acknowledging complaints escalated on Social Media platforms, investigating and providing feedback.Taking calls for complaints intended for the CEO and Execs.

• 

  Internet Solutions

  Apr 2016 - Jul 2018

  Major Incident Management• Providing 24/7 assistance to my team when in need• Conducting monthly one on ones to share information from Major Incident Reviews• Being hands on when the team is needed to compile notifications• Monitoring trends to identify problems with the Problemmanagement teamEscalations ManagementI have been actively involved with escalations raised by the team aswell as taking calls and assisting during busy periods.• Availability 24/7 to the team for level 2 escalations• Availability 24/7 to clients (internal and external) for hierarchicalescalations• Compiling of the monthly OpCo reports• Compiling escalations reports for the top teams internally andindicating where the areas of improvement areProductivity ManagementAged Service Requests are compiled, analyzed and shared with the teamsresponsible Show less

  • Dedicated Services Manager

    Nov 2017 - Jul 2018

  • Major Incident Manager

    Apr 2016 - Oct 2017
• 

  Merchants

  Aug 2018 - Aug 2021

  Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services (including data, voice, text, audio and images). Influences senior level customers and project teams through change management initiatives, ensuring that the infrastructure is managed to provide agreed levels of service and data integrity. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.Working closely with the Services teams, this role manages all aspects of service delivery into the various service delivery contract and ensure continued focus on the execution of agreed services plans and initiatives. They plan, manage and monitor the implementation of operational activities and process in order to deliver on approved operational plans and to continuously enhance service delivery. Stakeholder EngagementInternal: Support Services Management and Business LeadershipExternal: ClientsValue Chain LinkageService DesignService TransitionService OperationsServices StrategyService Level ManagementIT GovernanceService Transition Business Risk ManagementRelationship ManagementPortfolio, Programme and Project SupportTechnical SpecialismFinancial ManagementExecute StrategyService Delivery ProcessTransition Service ContractsSet Financial TargetsService OperationStakeholder ManagementClient ServiceOperational EfficiencyService Management Show less

  • Client Experience Consultant

    Mar 2021 - Aug 2021

  • Head Of Service Delivery IT SA

    Aug 2018 - Feb 2021
• 

  Absa Group

  Aug 2021 - now

  Proactively work with business unit technical product and service teams (tribes & squads – internally & externally) to enable business continuity & consistent, quality technology service availability and resilience. Ensure the ongoing alignment of people, processes and systems for optimal service performance. This includes partnership of the business across the end-end service management value chain & includes the following key areas of focus: • Service Management (Service Mapping, Service Reviews, Service Cataloguing & Updates, Service Performance Monitoring, Service Processes) • Reporting & Document Management • Change & Release Planning • Event & Incident Management • Risk, Governance & Compliance Show less

  • Senior Service Delivery Manager

    Jul 2024 - now

  • Manager Service Delivery

    Aug 2021 - Jul 2024