Valongo, Porto, Portugal
I was employed by the Altron Group for the past 13 years, where I held the position of Senior Service Delivery Manager at MultiChoice, the leading video streaming and television entertainment platform company in Africa. I was responsible for the IT service delivery of 150+ onsite Altron employees in seven IT Towers. • I had to ensure that MultiChoice’s IT and business requirements were met in all sectors, which meant daily interactions with MultiChoice Senior Management to ensure strategy alignment • I was responsible for the monthly Altron services billing which included resources, maintenance and any other ad hoc billing to ensure profitability and revenue growth • Ensuring continuous service improvement by all employees, providing consistent innovation and improvement of customer processes and procedures • Present the monthly Service Level Agreements, risks, capacity, performance (infrastructure and employee) and certification reports to Executive Management In summation I held the responsibility and accountability for all Altron employees onsite at MultiChoice whilst ensuring that MultiChoice Group Executives were assured that they had opted for the best suited outsource service delivery partner in Altron.
• Building and maintaining business relationships with MCG Senior Managers and Execs to drive IT strategy and cost savings and better communication levels • Managing and leading onsite Service Towers to ensure delivery and compliance within SLA and customer KPIs • Monthly SLA and KPI reports generated and presented to MCG Management and Execs • Employee management and well-being, including training/certification and maintaining skills – 150 employees • Resolving customer incident escalations quickly and efficiently thereafter providing a full RCA • SLA commercial and vendor management (contracts, statement of work, billing) • Monitor the levels of customer satisfaction and execute service improvement plans • Quarterly strategic and innovation alignment workshops with Execs Platforms managed – MCG – SA and Africa: Networks (LAN/WAN/SDWAN), Voice/Social (Alcatel PABX and Genesys Cloud), Compute and Hybrid Cloud (Server Infra – Microsoft and Linux), Service Desk, Infrastructure Control Centre, Service Delivery and End User Compute Most notable Achievements: • I was promoted to my Senior position by the Altron Executives, for my key role in the award of the MCG Outsource RFP from the previous incumbent - the deal was valued at 35 million Rand over 3 years • Managed and ensured the achievement of all SLA without incurring any financial penalties • I grew the Altron outsource business with an additional Tower namely the Infra Command Centre – monitoring of the IT Infrastructure within SA and Africa Most Notable Projects: • I was a key member of the Transition Team that ensured the transition of all IT services from the previous outsource incumbent to Altron with minimal disruption to MCG business and within a 4-month period • The transition of the Monitoring Toolset in the Infrastructure Command Centre and Server environment from ScienceLogic to AppDynamics without impact to MCG business and within 2 months which included +/- 4000 Microsoft Windows and Linux Servers
• Building and maintaining business relationship with MultiChoice management in SA and rest of Africa • Managing and leading onsite Altron resources to ensure delivery and compliance within SLA • Orchestrating and coordinating the various teams with centralized Altron to ensure timeously service delivery • Resolving customer escalations quickly and efficiently • SLA commercial management (Contracts, SOW, Billing) • Monthly SLA Reports generated and presented to MultiChoice management • Ensure capacity and availability for all services (resources and infrastructure) • Strategy and Continuous Improvement of Africa Infrastructure, people and processes • Technology Roadmaps for Business productivity – Cloud based solutions Platforms managed – Manage and support MultiChoice South Africa and 19 Africa countries including UAE (Dubai): Switching and Routing (LAN/WAN/SDWAN), Voice/Social (Alcatel and Genesys), IO Compute (Server Infrastructure - Microsoft), SD (Service Desk) and EUC (End User Compute) Most notable Achievements: • I was responsible for arranging the IT agenda and presentations for the first all Africa MultiChoice IT conference in Kenya • Scheduling and hosting of monthly meetings with all Africa Managers to cover – Patch compliancy, Operating System to latest versions both on Servers and desktops, Projects, strategy and roadmaps • I was the primary contact on ensuring that Angola and Mozambique would achieve Blue audits after Angola had a Red audit the previous year – being Portuguese speaking, I was responsible for ensuring alignment between MultiChoice Corporate auditors and Angola IT personnel Most Notable Projects: • Continuous Service Improvement Project for all areas of IT in Africa – a colleague and I, travelled to every Africa country to review process and procedures and then improving or fixing of such processes – the Project was successfully signed off by all in country Executives. This was a 30-month Project
• Manage Africa infrastructure and Operations for MultiChoice Enterprise Business Services (EBS) • Responsible for all Africa infrastructure operations as well as to drive the strategy by means of technology • Cement and improve the gap between internal IT department and the Africa Business (MAL) • Manage the Africa BackOffice Team to provide second level support to all Africa countries • Maintain the relationship between MultiChoice and 3rd party providers – Optinet, Dell and Microsoft both in South Africa and in Africa • Recommend and approve procurement of infrastructure Platforms managed – Manage and support MultiChoice 19 Africa countries including UAE (Dubai): LAN and WAN – South Africa and rest of Africa Wi-Fi and Access Controllers - SA Data Centre and Campus Networks – SA Voice Team (Alcatel and Genesys) for SA and Africa Poly Video conferencing – SA and Africa Most notable Achievements: • The creation of a blueprint for the standardization of IT infrastructure across Africa in alignment with SA standards • The design and implementation of IT in a Box (own design of Dell Servers and Storage for all Africa countries) • Alignment with all Africa IT Managers in strategy, roadmaps and Standard Operating Procedures • Introduction of Change Management processes for Africa changes in alignment with SA Change Management • Working with Dell to provide a MultiChoice standard procurement process and warranty for all Dell Servers in Africa Most Notable Projects: • Implementation of Service Desks in every Africa country for better and improved call management and accurate performance reports • Responsible for the implementation of IT in a Box in all 19 Africa countries within 2 years – it meant travelling to every country for the Project deployment
AngloGold – Lab Manager for deployment of Windows 2000 project, including Exchange 2000 and ISA 2000. Project included Migration and integration with NT4.0 environment as well as design and verification of test cases. I was the Technical Lead for the deployment team for SA region and then for the Global deployment to Australia, South America and rest of Africa. MultiChoice – Stabilise, redesign, implement, and maintain Windows NT 4.0 and MS Exchange 5.5 environment. BackOffice team member and later Program Manager for the site. Assist technical support staff with software and application support (3rd level support). Loading of software and configuring of all Dell and Compaq servers in server environment. Team leader for Y2K rollover for NT 4.0 and Exchange 5.5 environment +/- 70 Windows servers.