Anita Fincham

 Anita Fincham Boksburg, Gauteng, 1459 | - |-| Experienced Service Delivery Manager in the ITC/ Security space skilled in managing personnel, resources, services and schedules to handle service demands. Operational Management which coordinates team activities to meet expected demand and maintain budget targets. Careful to review specifications and complete plans guiding service operations. Willingness to learn, Initiative, Excellent written and verbal communications. Nov 2023 – May 2024 Accounts assistant and internal sales representitive – Mass Supply Managed comprehensive account duties, including statements, account reconciliations, electronic funds transfers, and card payments, while coordinating with multiple courier services to ensure timely deliveries. Working on Sage Evolution System. Resolving all queries Placing orders, placing on-line orders, as well as telephonic orders Following up on orders to ensure expected delivery date is fulfilled. Tracking and for filling back orders according to ETA expected dates Filing of all documents to ensure all correct docs corresponds On-boarding new customers Assisting walk-in clients and placing orders. Inbound customer orders Account queries, providing statements, tracking payments. Tracking all deliveries per day and tracking all orders received from Warehouse Sept 2019- MAR 2023 Service Delivery Manager - Diopoint (PTY) Ltd Electronic Security and Outsourced server, backup and storage for private and government customers Single point of contact for contracted suppliers and customers and communicated digital, data and technology needs. Day to Day Leadership, delegation and accountability for Technical Engineers and Technicians. Led direct teams alongside virtual delivery organizations to exceed organizational expectations. Identified service delivery obstacles to help teams overcome them and enhance services. Co-ordinate and steer multiple technical divisions for complex resolutions Prepare operational staff training and development plans Manage the Service Desk resources and Service Desk Environment Track tickets raised, resolved and identify trends Ensure all RCA (Root Cause Analysis) is documented and updated Delegate operational Tasks Manage and audit logistical and resource environments Maintain Business development databases to refine, measure and execute the effectiveness of internal processes with a focus on quality assurance (OLA's) Internal stakeholder management -internal and customer facing Operational management for all internal and external stock and requests, stationary, operational stock requests by demand forecasting and planned work Supplier and Client on boarding Proactively manage risks in managed environments, ensure appropriate and timeous escalation of risks and issues are identified Manage and ensure Project Management Principals are applied in projects and manage operational projects and processes Provide weekly and monthly SLA reports to clients and internal staff Responsible for all vehicles, weekly stats, vehicle inspections, log books, site safety diaries Job cards - Coordinate and verify all information given by the Technical Team Tool inspections for Technician and Company Tools Stock control - Tracking all stock movements and issuing stock per scheduled job Asset register and Office Management Brought people together to form motivated teams for recognizing issues and delivering on project goals. Encouraged and facilitated continuous improvement of teams through research, audits and consistent monitoring. June 2019 – AUG 2019 Sales and Admin Co-Ordinator – INGWE Industrial Trading Customer liaison Supplier relationships Procurement sourcing of equipment and stock control Costing, quotations, Invoicing Accountable for all account collections Established pricing and delivery terms based on current market trends and costs. Oversaw administrative team enabling front-line sales professionals to achieve quotas. Implemented seasonal and special discounts, driving customer engagement through promotions. Set budget and monitored expenses to run a profitable department. MAR 2017 – May 2019 ServicE DELIVERY Manager – BCX Dedicated Service Manager to Customers in the Security Cluster as well as various Government Departments Customer Liaison: Improving customer experience, NPS, Loyalty and satisfaction Actively listen to resolve customer queries Drive Service Delivery and support to customers on all services/ New applications Ensuring that customer contractual expectations are met Managing customer SLA's Facilitate and prepare SLA service delivery governance meetings with customers Managing customer expectations All Aspects of Installations/Fulfilment Management Requesting orders, following up, updating and scheduling of order requests, updating systems and liaising with our internal stakeholders across all BU's Escalating, managing SLA downtime and handling Executive escalations. Liaising and facilitating restoring of services between the various BUs in both BCX and Openserve Identifying and implementing opportunities to improve service quality, accuracy, compliance and productivity Support on assurance projects. Management on rollout of Customer Specific Solutions and provide support on new products and solutions Rollout of network relocations and provide support to customers on all operational issues Providing and analysing SLA reports Driving KPI Provisioning and Assurance targets Products include WAN, LAN, VPN, VSAT, LAN connect, Metro Ethernet, ADSL, ISDN, PRI, Analogue services, PABX Solutions Special Projects: Coordinating, planning, arranging and executing temporary solutions for communications for Special events such as the SONA, BRICS, State Funerals, etc For SAPS / DIRCO/ SSA / or any other third-party service providers/ISP Ensured customers received excellent service by going the extra mile to assist with needs, requirements and requests. Maintained excellent customer service by promptly following up on complaints and requests. junE 2004 -mARCH 2017 Service delivery manager – Telkom sa Led direct teams alongside virtual delivery organisations to exceed organisational expectations. Performed within customers' IT teams to operate ecosystems of suppliers, working with stakeholders within those pipelines. Worked to technical and business stakeholders' needs and managed expectations for increased customer satisfaction. Moved between product life cycle phases at optimal times to meet service standards for relevant stages. aPR 2003 -MAY 2004 Junior Operations Manager- Telkom sa Day to day Operations, Administration, monitoring, statistics, Production, SLA's, KPI's, KPA's Setting daily, weekly and Monthly tasks for staff performance outputs Setting Operational business plans and implementation Streamlined operations to consistently deliver on targets. Exceeded team goals by partnering with staff to share and implement customer service initiatives. Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals. Oversaw budget, accounting and payroll to meet deadlines. Leadership, Manage Staff performance Coaching and enhancing team effectiveness, encouraging team empowerment Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching. Manage leave and overtime (SAP) Provided leadership to develop business plans and promote organisational vision. Mitigated regulatory risks by complying with OHSC and legal requirements. Manage conducive environment in accordance with SHE Improving customer experience, NPS, Loyalty and satisfaction and ensuring that customer contractual expectations are met in line with SLA's and elevated customer satisfaction ratings by providing speedy resolutions. Managing customer expectations and escalation management of installations for fulfilment management Customer escalations, requesting orders, following up, updating and scheduling of order requests, updating systems and liaising with our internal stakeholders across all BU's All aspects of Fault management and Order Management Support to customers - on all Services/ New applications. Support on assurance project management and rollout of Customer Specific Solutions Feedback to customers and Telkom Account Manager. Managing all requests and completions till Billing Driving KPI Provisioning and Assurance targets Management of all activations and installations for KZN, Central and Gauteng Central Provinces for BVS (Business Voice Systems / PBX Solutions) Facilitating and conflict management Problem Solving Asset management and tracking Cross functional liaising with all levels of Management and Internal customers Liaising with external customers and high-level escalations, Ad Hoc projects. Products include WAN, LAN, VPN, VSAT, LAN connect, ADSL, ISDN, PRI, Analogue services, PABX Solutions mAR 2001 – MAR 2003 Project Coordinator-tELKOM sa MAY 1994 – FEB 2001 Project Coordinator-tELKOM sa Field controller – telkom sa APR 1991 – APR 1994 Project Coordinator-tELKOM sa Field controller – telkom sa senior technical assistant telkom sa SEP 1988 – MAR 1991 Project Coordinator-tELKOM sa Project Coordinator-tELKOM sa Field controller – telkom sa senior technical assistant telkom sa JUN 1994 – FEB 2001 Project Coordinator-tELKOM sa Field controller – telkom sa senior technical assistant telkom sa JUN 1994 – FEB 2001 Project Coordinator-tELKOM sa Field controller – telkom sa senior technical assistant telkom sa JUN 1994 – FEB 2001 Project Coordinator-tELKOM sa Field controller – telkom sa senior technical assistant telkom sa Field controller – telkom sa technical assistant – dept posts and telecommunications EDUCATION dec 1984 settlers agricultural high school Matric / High School / GRD 12 nov 1985 germiston technical college N6 National Secretarial Diploma