Thabo 'Tabo' Mokoena

• Responsible for maintaining exceptional customer service delivery standards for external clients, nurturing positive customer relationships, and ensuring our technical teams deliver Data Operations support services per contractual agreements
• Serving as the primary customer contact, I oversee incident management, change management, continuous improvement initiatives, and billing related to our service offerings

Key Achievement:

• Co-led migration from Jira Service Desk to ServiceNow for Managed Services and key clients
• Project-managed proactive monitoring enhancements, improving incident resolution times for health industry clients and enabling accurate financial reporting
• Facilitated integration of newly acquired dental practices into the Data Warehouse, enhancing visibility for Senior Management.

• Day-to-day ensured effective IT governance controls and outcomes from Service Operations Practice
• This includes IT change management, preparing CAB agenda facilitating sessions and managing technology comms to internal stakeholders
• Responsible for general administration of ITSM system, risk management, engaging in high-impact incident management processes and service delivery management to ensure service assurance levels Business owners depend on are met by internal IT platforms.

Key Achievement:

• Played a pivotal role in critical business rollout at ASB Bank
• Transitioning from cumbersome and limited Assyst ITSM to ServiceNow, an enterprise cloud-based ITSM solution, was a significant endeavour
• Supported technology staff in adopting new change management and incident management processes
• Successfully implemented ServiceNow resulted in increased productivity and efficiency across technology delivery services for ASB stakeholders.

• Managed high-impact incidents and problems, ensuring swift restoration of service and clear communication to minimize disruptions for internal and external customers
• Conducted post-incident reviews and provided unplanned service interruption reports to technical staff and business stakeholders, detailing incident root causes and necessary actions
• Fostered strong relationships with stakeholders and technology support teams, maintained up-to-date business continuity plans, and promoted awareness of service operations practices.

• Led client relationship building, advising on 14 portfolios and 50 IT services while managing four resources for banking portfolios
• Presented monthly service performance reports, drove continuous system improvements, and collaborated with digital squads on service enhancement plans using ServiceNow for configuration, incident, change, and problem resolution

Key Achievement

• Streamlined processes, reducing transactional batch processing time from 10 to 4 hours, mitigating financial risk, and improving debt collection efficiency
• Overcame challenges through interpersonal skills, resulting in enhanced operational efficiencies and risk reduction.

• Facilitated high-impact incident management and problem management processes through workshops with technical and business teams to minimize downtime, and financial loss, and enhance external customer experience
• Drove continuous service improvement initiatives, conducted root cause analysis to boost client productivity, and supervised team roster planning

Key Achievements

• Played a pivotal role in an IT business continuity service team tasked with migrating core infrastructure services and platforms from an old data centre to a new one
• Utilized strong communication skills to provide regular progress updates to business stakeholders, including the Head of IT and senior teams
• Effective engagement ensured the successful migration of key services without customer disruption.

• Oversaw logistical needs for contractors and staff, managing projects, budgets, and evaluations
• Project-managed opening and revamping of 15 plumbing retail stores, increasing revenue and market share.

• Managed IT infrastructure operations, service desk, and projects for 25 stores and regional offices. Vendor management

Key Achievement:

• Received Top Employee Achiever award in 2008 for delivering an innovative ERP system.
• Reduced operational costs by 30% and improved infrastructure stability by 20% through vendor management.
• Led multiple technology projects including workstation rollouts, Cloud-based IT service desk systems, and data centre migrations. Orchestrated a business-critical RFP process to secure strategic Microsoft vendor, optimizing infrastructure costs.

• Monitored and provided support to client's Windows infrastructure and resolved Tier 1 and 2 client service technical issues, maintaining strong client relationships.